Return & Refund

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 your 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 or undeliverable address provided by the customer, it will be treated as a standard return.

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 & Accessories:
Parts and accessories are not eligible for returns or refunds unless the item is defective, damaged during shipping, or incorrectly shipped by VTUVIA.

If you request a refused shipment to be reshipped, you will be responsible for the applicable reshipping costs.

30-Day Return Policy (Electric Bikes Only)

VTUVIA offers a 30-day return policy for electric bikes purchased directly from our official website. Returns are categorized into two conditions: Unused & Brand New Items and Used Items.

Please note: Parts and accessories are not eligible for returns.

A. Unused & Brand New Electric Bikes (No Restocking Fee)

To qualify for a refund under this category, the electric bike must be completely unused, unridden, and returned in the same condition as received.

Mileage Requirement:

The odometer must show 0 miles. Any electric bike that has been powered on and ridden (with mileage above 0 miles) will not qualify as an unused return.

Packaging & Condition:

The bike must be returned in the original factory packaging with all protective materials included. It must be free from scratches, dirt, dust, grease, or any signs of use.

Included Components:

All original components must be returned, including but not limited to:

  • Charger
  • Keys
  • Toolkit
  • Hardware
  • Pedals
  • Battery
  • User manual
  • Original accessories included in the package

Missing items will be deducted from the refund amount.

Return Shipping Fee:

Electric Bikes:
A flat return shipping fee of $200 per bike will be deducted from the final refund.

Restocking Fee:

No restocking fee will be charged for qualifying unused electric bikes.

Refund Processing:

Once the returned bike arrives at our warehouse and passes inspection, your refund will be processed to your original payment method within 3–5 business days.

B. Used Electric Bikes (Subject to Return Shipping & Restocking Fees)

If the electric bike has been assembled, ridden, or used, returns are subject to additional restrictions and deductions.

Return Window:

Used electric bikes must be requested within 20 days of delivery.

Requests submitted after 20 days will not be accepted.

Mileage Limit:

The electric bike must have fewer than 10 miles on the odometer.

Any bike with 10 miles or more is considered used and is not eligible for return.

Packaging Requirement:

The bike must be returned in its original factory packaging. Customers are responsible for ensuring proper packaging to prevent shipping damage.

Fees Applied:

  • Return shipping fee: $200 per bike
  • Restocking fee: typically 30% of the total purchase price

C. Parts & Accessories Policy

All parts and accessories are final sale and are not eligible for return or refund.

This includes, but is not limited to:

  • Replacement parts
  • Bike accessories
  • Add-on products
  • Other standalone components

Exceptions may apply only in the following situations:

  • The item arrived damaged during shipping
  • The wrong item was shipped by VTUVIA
  • The item has a verified manufacturing defect

Customers must contact support@vtuviaebike.com with photos or videos showing the issue. Our support team will evaluate the situation and provide an appropriate solution.

Additional General Return Rules

Website Orders Only:

This Return & Refund Policy applies only to products purchased directly from vtuviaebike.com.

If you purchased through a dealer, distributor, Amazon, eBay, or another third-party platform, you must contact the original seller directly.

Promotional Items & Bundles:

If your order includes promotional items, all promotional items must be returned with the electric bike. Missing promotional items may be deducted from your refund.

Unauthorized Returns:

Any return sent without prior approval and a valid Return Merchandise Authorization (RMA) will not be accepted.

Damages & Issues

Please inspect your order upon delivery. If your product arrives damaged, defective, or incorrect, contact us immediately at:

support@vtuviaebike.com

Please provide photos or videos of the issue so our team can evaluate and assist.

Items returned without prior approval will not be accepted.