1. Return Process Overview
You can initiate a return process within 30 days of delivery. After 30 days, we no longer accept returns. To begin the return process, you must first contact support@vitilanebike.com for approval. Returns will not be accepted without prior permission from Vitilan.
2. Return Conditions
- No Return or Replacement After 30 Days: We do not accept returns or replacements after 30 days from the receipt of the goods.
- Shipping Damages: Scratches, defective parts, and other damage caused during transportation are not valid reasons for a return.
- Prepaid Return Labels: We do not provide prepaid return labels for personal reasons. We will assist in resolving issues, but customers are responsible for return shipping costs.
- Quality Issues: If the electric bicycle cannot be ridden normally due to a quality issue, the customer will not be responsible for return shipping costs.
- Required Documentation: Customers must provide photos or videos explaining the reason for the return or replacement.
3. Packaging Requirements
- Original Packaging: The returned item must be in its original packaging, with all original parts included. If the packaging is lost or damaged, the customer must provide a new box at their own expense.
- Repacking Fee: A 6% repacking fee will be charged if the item is returned without its original packaging. We recommend keeping the original packaging whenever possible.
4. Defective Parts & Return Options
- If there are defective parts on your e-bike, Vitilan will provide replacements to assist with repairs. If you choose to return the e-bike instead of receiving replacement parts, we will refund the cost of the e-bike but not the shipping cost.
5. Customer Responsibility for Shipping Costs
- For returns that are not related to quality issues, customers are responsible for $350 in round-trip shipping fees.
6. Return Process Steps
- Contact Customer Service: Call or email the Vitilan customer service team to describe the reason for your return. For quality issues, provide clear pictures or videos.
- Customer Service Contact: After receiving your request, the customer service team will reach out to you. Please stay available to answer calls, texts, and emails.
- Return Approval: Upon approval, we will send you a return label.
- Inspection & Refund: After we receive and inspect the returned product (ensuring no damage), we will issue a refund within 3 working days. If there is any additional damage, the appropriate compensation will be deducted.
Please Note: Returns without prior authorization from the Vitilan customer service team will not be accepted. Unauthorized returns may be lost, and Vitilan is not responsible for unapproved returns.
7. Model Change & Eligibility
To be eligible for a model change, the e-bike must be unused, free from dirt, dust, or scents, and in its original packaging with all parts intact. Model changes must be requested within 7 days of receipt.
For model changes unrelated to quality issues, the customer is responsible for the $350 round-trip shipping cost. Model changes are not approved after 7 days.
8. Cases Not Covered by Return Policy
The following situations are not covered under our return policy:
- Damage caused by accident, abuse, misuse, improper use (e.g., stunt riding, racing), improper storage, or exposure to liquids, chemicals, or moisture.
- Scratches, dents, or appearance damage due to improper use.
- Damage caused by the use of accessories or products not approved by Vitilan.
- Damage caused by improper assembly, maintenance, installation, or repairs.
- Damage from external factors, such as collisions, fire, flood, etc.
9. Product Conditions
All e-bikes, batteries, and accessories are shipped brand new, sealed, and securely packaged.
10. Order Cancellation Policy
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Unshipped Orders: If an order is unshipped (including pre-orders), cancellation can be made before delivery with a 5% platform fee. For PayPal payments, a full refund will be issued for canceled unshipped orders.
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Shipped Orders: Once the order is shipped, cancellation requests will not be accepted. Please check with our customer service team if you're unsure about the status of your order.
11. Refunds for Canadian Customers
Refunds will not be accepted for Canadian customers after they receive their order package. If you encounter any issues, please contact our customer service team at support@vitilanebike.com for assistance. We may ship replacement parts to resolve issues.
12. Return & Exchange Policy
- We do not accept return or exchange requests once the order has been shipped or once the customer has received the product. Please contact us before ordering if you have any concerns or questions about the product.
Need Assistance?
If you encounter issues with your e-bike, contact our support team at support@electropedals.com or fill in the contact form on our website and we will try to get back to you in less then an hour. We’re here to ensure you have the best riding experience!