UL Certified UL Certified Battery
Free Shipping Free Shipping
Local Service US-Based Support 2-Year Warranty 2-Year Warranty

Return & Refund

Vtuviaebike Return & Refund Policy

1. Order Cancellation & Modification

Before Shipment

  • Cancellation Window: If you wish to cancel or modify your order, you must contact our customer support team at support@vtuviaebike.com within 24 hours of placing the order.

  • Processing: Eligible cancellations made within this 24-hour window before shipment will be fully refunded to your original payment method within 2 business days.

After Shipment / In-Transit

  • No Interceptions or Changes: Once an order has been handed over to the carrier or has departed our warehouse, the order cannot be canceled, intercepted, or modified. We are strictly unable to change the delivery address once the package is in transit.

Refused Shipments (Package Rejection)

If you refuse delivery of a shipped order, or if a package is returned to our warehouse due to an incorrect/undeliverable address provided by the customer, it will be treated as a standard return, and the following fees will be deducted from your refund:

  • For Electric Bikes (E-Bikes): A flat shipping and restocking fee of $200 per bike will be deducted.

  • For Parts and Accessories: A restocking fee equal to 50% of the original item price will be deducted.

Alternatively, if you request that the refused package be reshipped to you, the customer will be responsible for the corresponding reshipping fees ($200 per e-bike or the actual shipping cost for accessories).

2. 30-Day Return Policy

VTUVIA offers a 30-day return policy, allowing you to request a return within 30 days from the date of delivery. To maintain fairness and protect our operations, returns are strictly categorized and processed under two distinct conditions: Unused & Brand New Items and Used Items.

A. Unused & Brand New Items (No Restocking Fee)

To qualify for a refund under this category, the item must be entirely pristine, unridden, and in the exact same retail-ready condition that you received it.

  • Mileage Requirement: For all electric bikes, the odometer reading must be strictly zero (0) miles. Any bike that has been turned on and ridden, resulting in an odometer reading greater than 0 miles, will automatically be disqualified from this category.

  • Packaging & Condition: The bike must be packed securely in its original factory box with all original internal protective packaging (styrofoam, zip ties, cardboard inserts) intact. It must be completely free of any cosmetic wear, scratches, dirt, dust, or grease.

  • Included Components: All original items that came inside the box—including but not limited to the charger, keys, toolkit, hardware, pedals, battery, user manual, and front wheel quick-release—must be returned. Missing items will be deducted from the refund at their full retail value.

  • Return Shipping Fees (Deductible):

    • Electric Bikes (E-Bikes): A flat return shipping fee of $200 per bike will be deducted from your final refund.

    • Other Items (Parts/Accessories): A flat return shipping fee of $15 per item will be deducted from your final refund.

    • Exception: Return shipping fees will only be waived if the return is a direct result of a verifiable shipping error made by VTUVIA (e.g., wrong model or color shipped).

  • Restocking Fee: No restocking fee will be charged for qualifying, perfectly packed, unused items.

  • Refund Processing Time: Once the returned product arrives at our headquarters warehouse and passes our comprehensive technical inspection, we will process your refund to your original payment method within 3-5 business days.

B. Used Items (Subject to Both Return Shipping & Restocking Fees)

If you have assembled, ridden, or used the item but still wish to initiate a return, your request is subject to much stricter limitations and financial deductions to offset the depreciation of a used vehicle.

  • Shortened Return Window: Unlike unused items, a return request for a used item must be submitted within twenty (20) days of delivery. Requests made between Day 21 and Day 30 for used items will be strictly rejected.

  • Strict Mileage Limit: The odometer reading on the electric bike must be under ten (10) miles. Any e-bike with ten (10) miles or more on the odometer is considered a permanently used vehicle and is strictly non-returnable and non-refundable.

  • Mandatory Original Packaging: Even if used, the product must be returned in its original factory box. VTUVIA does not ship empty boxes for returns. If you discarded the original box, you must source an identical, heavy-duty e-bike box at your own expense. VTUVIA is not responsible for shipping damage caused by improper or non-original packaging, and such damage may result in total forfeiture of the refund.

  • Combined Fees Applied: Returns of used items are subject to both of the following deductions:

    1. Return Shipping Fee: $200 per e-bike or $15 per part/accessory.

    2. Restocking Fee: usually 30% of the total purchase price.

C. Additional General Return Rules

  • Channel Restriction (Website Orders Only): This Return & Refund Policy applies strictly and exclusively to products purchased directly through our official website (vtuviaebike.com). If you purchased your VTUVIA product through an offline dealer, distributor, Amazon, eBay, or any other third-party platform, you must contact that specific reseller directly. VTUVIA will strictly reject any return or refund requests for orders placed outside of our official website.

  • Promotional Items & Bundles: If your order included any free promotional items (e.g., free locks, fenders, bags) or was purchased as part of a bundle, all promotional items must be returned along with the main product. If promotional items are kept, their full retail price will be deducted from your refund.

  • Unauthorized Returns: Any shipment returned to our warehouse without prior written approval and a valid Return Merchandise Authorization (RMA) from VTUVIA will be rejected at the dock, and no refund will be issued.

➤ Damages and issues

➥ Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. 

➥ To start a return, you can contact us at support@vtuviaebike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

★We are not responsible for the shipping cost of the package returned by the customers themselves. You can always contact us for any return questions at support@vtuviaebike.com.

✘ Non-RETURNABLE items, including but not limited to:
1. Product from Unauthorized Reseller
2. The damage is caused by humans
3. Special order
4. Sale items or gift cards

✦REFUND

➥ Quality issues: Full refund & partial refund.

➥ Received wrong items: FREE to exchange or full refund.

➥ Damaged or missing ebike/accessories during transportation: Free to resend accessories/ebike or accept a partial refund.

➥ The customer cancels the order before the package is shipped: Free to cancel and accept a full refund.

➥ The customer cancels the order after the package is shipped: ✘ Cannot cancel after the bike has shipped. You need to charge $200/pc for the return.

➥ Quality Issues Refund:

1. Within 30 days: Accept return or exchange for defective ebikes. We will not be able to accept the full refund after riding the ebike for a while. The refund would be 40%-80%; it depends on the actual problem and situation. Shipping fees cannot be refunded.

2. Over 30 days: Return is not acceptable; accept an exchange of a new product or a partial refund.

Must take photos of the ebike in its original packaging and ebike itself to share with our Product Support team.

➥ Non-quality Issues Refund:
Only refund within 30 days: unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, and any other signs of use, and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.). We will deduct the shipping fee of $200/pc when we are making a refund for non-defective products. No-longer-needed products.

➥ Quality Issues Reimbursement:
If you believe your item is defective and was purchased within the last 1 year from our website, please contact us at support@vtuviaebike.com and provide photos or videos that contain the actual defects, as there may be a simple fix for your problem. Our support team could provide you with technical solutions.

If the issues still cannot be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.

Please note that to be eligible for the reimbursement:

i) A valid print invoice/digital invoice of the repair shop (handwritten invoices are not eligible); 

ii) The amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair;

iii) We do not offer exchanges freely when parts are damaged again. Only one replacement per part will be accepted. If your part is damaged again, and you still want a replacement from us, this may require some parts costs.

★We reserve the right to determine between defective products and normal wear and tear.

★For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.

★After this time, the refund time frame is within 2 business days.

★We will notify you once we've received and inspected your return and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.