Return & Refund

📦 Order Cancellation & Return Policy

💳 Payment Terms

All orders (including pre-orders) are charged immediately upon checkout. There is no delay in payment processing, regardless of the shipping timeline.

❌ Order Cancellation

1. Before Shipment
   Orders can be canceled free of charge if the item has not been shipped. Please contact us as soon as possible after placing your order, as processing begins quickly.

2. After Shipment – E-Bikes
   If the e-bike has already shipped (tracking number issued), a $150 shipping fee will be deducted from the refund.
   During the shopping season (October to December), the fee is $200.

3. After Shipment – Accessories
   For accessory orders that have already shipped, a $20 shipping fee will be deducted.

4. Delivery Address Changes After Shipment
   If you request to change the delivery address after shipment, a $20 fee will apply, charged by the shipping carrier.

5. Shipping Insurance
   Once shipping insurance is activated (i.e., when your product is shipped), no refunds will be issued for the insured items.

Important: All cancellations must be submitted via email to our customer service team at [support@skyvelo.com].
Cancellations cannot be processed by phone. You'll receive a confirmation email once the cancellation is successfully completed. If you don’t receive this email, the cancellation was not processed.

🔁 E-Bike Return Policy (U.S. Only)

You may return an e-bike within 15 days of delivery.
⚠️ Returns after 15 days will not be accepted.

1. Returns for Non-Quality Issues:

• Brand New & Unused Bikes

  • Return shipping: $150 (or $200 from October to December)

  • Restocking fee: $150

• Used Bikes

  • Return shipping: $150 (or $200 in Oct–Dec)

  • Restocking fee: 20% of the order value

2. Returns for Quality Issues:

• If the return is due to manufacturer defects, we offer:

  • Full refund

  • Free return shipping

  • Or, the option to exchange for another model without extra shipping cost
    (Note: All quality claims will be carefully reviewed by our support team. If damage is determined to be intentional or user-caused, normal return fees will apply.)

🔄 Return Process

• Contact us first via support@skyvelo.com to initiate any return.

• Unauthorized returns or refused deliveries will be charged:

  • Return shipping: $150 (or $200 during peak season)

  • Restocking fee: $150

• Once your return is approved:

  • We’ll email you a return label and instructions.

  • If you choose to ship the item yourself, please notify us with the tracking number.

• Refunds or exchanges will be processed within 2 business days after we receive and inspect the returned product.

For bikes delivered more than 15 days ago, we only offer repair or replacement, not returns.

🚫 Non-Returnable Items

The following items cannot be returned unless there is extreme breakage or malfunction:

• Apparel (e.g., hats)

• Accessories

• Custom/special orders

• Used products (except for proven quality issues)

⌛ Late or Missing Refunds

• Refunds are issued within 2 business days of approval.

• It may take 3–5 business days for the funds to appear in your account due to banking and international processing.

• If you haven’t received your refund within 7–10 business days, please:

  • Check your bank or credit card account

  • Contact your card provider

  • Reach out to us at support@skyvelo.com for further assistance