Refund policy

Your Statutory Right of Withdrawal

As a consumer in the EU, you have a statutory 14-day right of withdrawal (Widerrufsrecht) from the day you receive your order — no reason needed. The conditions below describe our extended voluntary return program, which goes beyond your statutory rights and never limits them.

30-Day Return Window

On top of the statutory 14 days, we accept return requests up to 30 days after you receive your order.

Return Conditions (Voluntary Program)

• The item should be unused — for e-bikes, fewer than 15 km on the odometer.
• Original packaging must be intact and reusable.
• All included items (charger, keys, hardware, manuals) must be returned together.
• Proof of purchase from our store is required.

Non-Returnable Items

• Products bought from unauthorized resellers.
• Damage caused by use, misuse, or improper assembly.
• Special or custom orders.
• Sale items and gift cards (statutory rights unaffected).
• Free gifts and promotional items.

Restocking Fees (Voluntary Program Only)

Statutory withdrawals within 14 days are refunded in full. For voluntary returns after the statutory period, the following applies:

• E-bikes (all models): €260
• Small accessories (locks, phone mounts, mirrors): €15
• Baskets, racks and bags: €20
• Batteries: €30

Return Shipping

Once your return is approved we will send you a prepaid return label with instructions. Returns shipped independently without an approved label cannot be reimbursed for carriage costs.

Special Cases

• Quality issues: covered by your statutory warranty rights — full repair, replacement or refund after assessment.
• Wrong item received: free exchange or full refund — your choice.
• Cancellation before shipment: refunded in full.
• Cancellation after shipment: treated as a return per the rules above.

How to Start a Return

1. Email helpme@veltronbikes.de with your order number and reason.
2. Our team reviews your request and confirms the return type.
3. You receive a return label and packing instructions.
4. Ship the package as instructed; refunds are issued to your original payment method within 14 days of receiving the return.

Contact

Email helpme@veltronbikes.de or call +1 (323) 447-6797, Monday to Saturday, 9:00–18:00 (CET).