Politique de remboursement

✦ORDER CANCELLATION

If you would like to cancel your order, please contact us at support@vtuviaebike.com within 24 hours after you place the order. We will reply you in 24hrs.

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

BEFORE SHIPMENT: Please refer to our shipping policy for order cancellation.

AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of $150. Vtuviaebike will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Vtuviaebike’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Vtuviaebike will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

✦ORDER MODIFICATION

Please refer to our shipping policy to modify an order before the customer has received it.

We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

✦RETURN

FREE Replacement For Quality issues: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement. We also will pay for the return shipping fees.

For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

For Non-quality issues, customer may ask for product replacement or return within 15 days after received it. A 10% processing fee will be applied but we can prevent it for the customer if a replacement order is received. The customer is also responsible for the return shipping cost of $150. The customer may choose self-return or arrange the return shipment by himself. If you want a return shipping label, you can contact us for the request.

To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Vtuviaebike’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Vtuviaebike will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

    A) All accessories
    B) Special orders
    C) Used items except in EXTREME cases of breakage/malfunction

✦REFUND

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method in 2 working days.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at support@vtuviaebike.com if the customer has not received the refund after ten business days.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

    A) Minor damage to the outer packaging.
    B) Minor scratches or paint loss on the product.
    C) Damage to parts or wearing parts after excessive use.
    D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

➤NOTICE:

Free feel to contact us if you have any questions about Return & Refund:

After Sales: 19745 Colima Road #1-550, Rowland Heights, CA 91748

Email : support@vtuviaebike.com

Tel: 626-977-4254
M - F 9:00am - 5:00pm PST