Return Policy

Return & Refund Policy

Last updated: August 2026

XVELO is an authorized retailer of selected electric bicycle, electric scooter and electric dirt bike brands.

Return eligibility may vary depending on the brand of the product purchased, as XVELO works with multiple manufacturers and fulfilment partners with different return procedures.

This policy applies only to products purchased directly through xvelogo.com.

Nothing in this policy limits any mandatory consumer rights that may apply under the laws of the country where the customer resides.

1. General Return Conditions

To request a return, please contact XVELO within the applicable return period shown below.

Returned products should:

  • Include the original product and all supplied accessories

  • Include chargers, keys, manuals, tools and hardware where applicable

  • Be returned in suitable protective packaging

  • Include proof of purchase from XVELO

  • Not contain damage caused by misuse, modification, accident or improper handling

Customers may inspect and test a product to the extent reasonably necessary to determine its nature, characteristics and functionality.

If a product has been used beyond what is reasonably necessary for inspection, XVELO may apply a deduction reflecting any resulting loss in value, where permitted by applicable law.

Products with missing components, significant wear, damage or unauthorized modifications may be subject to deductions or may not qualify for a voluntary return.

2. Brand-Specific Return Periods

The applicable return period is determined by the brand of the product purchased.

ONESPORT

Return requests must be submitted within 14 days of delivery.

Products should be returned in substantially original condition with all included accessories and components.

Excessive riding, visible wear, damage or missing components may result in a reasonable depreciation deduction where permitted by applicable law.

OOTD

Return requests must be submitted within 30 days of delivery.

Reasonable inspection and light testing are permitted.

For non-defective voluntary returns, return shipping costs are generally the customer's responsibility.

Refund deductions may apply if the product has suffered a loss in value due to excessive use, damage or missing accessories.

DUOTTS

Return requests must be submitted within 30 days of delivery.

The product should be unused or only reasonably tested for inspection purposes.

For voluntary returns that are not related to a defect, damage or shipping error, return shipping costs are generally the customer's responsibility.

APEFOX

Return requests must be submitted within 14 days of delivery.

The product should be returned in substantially original condition with all accessories, components and supplied materials.

Any loss in value caused by use beyond reasonable inspection may be deducted from the refund where permitted by applicable law.

ZAWES

Return requests must be submitted within 14 days of delivery.

The product should be returned with all original accessories and components and should not have been modified or damaged.

For non-defective voluntary returns, the customer may be responsible for return shipping costs.

79BIKE

Return requests must be submitted within 14 days of delivery.

The product should be returned in substantially original condition together with all included accessories, chargers, keys, manuals and components.

Products showing excessive use, off-road damage, modification or missing components may be subject to a depreciation deduction where permitted by applicable law.

Return Period Summary

Brand Return Request Period
ONESPORT 14 days
OOTD 30 days
DUOTTS 30 days
APEFOX 14 days
ZAWES 14 days
79BIKE 14 days

The return period normally begins on the date the order is delivered.

If mandatory consumer law in your country provides rights that exceed the conditions stated above, those statutory rights remain unaffected.

3. Voluntary Returns

A voluntary return includes situations such as:

  • Changing your mind after purchase

  • Ordering the wrong model

  • Ordering the wrong size or specification

  • Deciding that the product no longer suits your needs

  • Refusing an undamaged product without a product defect

For voluntary returns:

  • The return request must be submitted within the applicable return period

  • The customer is generally responsible for return shipping costs

  • The product must be securely packaged for transportation

  • XVELO must provide return authorization before the product is shipped back

  • The refund may be reduced if the product has lost value because of excessive use, damage or missing components

Do not return a bicycle, scooter or dirt bike to the address shown on the original shipping label unless XVELO specifically instructs you to do so.

Different brands may use different return warehouses.

4. Damaged, Defective or Incorrect Products

Please inspect the package and product as soon as possible after delivery.

If your order arrives damaged, defective or incorrect, contact XVELO Support as soon as possible, preferably within 7 days of delivery.

Please provide:

  • Your XVELO order number

  • A description of the problem

  • Clear photographs of the product

  • Photographs of the packaging where relevant

  • Video evidence where necessary to demonstrate a technical problem

  • The serial number or identifying label if requested

Depending on the nature of the issue, XVELO and the relevant brand may provide:

  • Troubleshooting assistance

  • Replacement parts

  • Repair

  • Product replacement

  • Return authorization

  • Full or partial refund

The appropriate solution will depend on the nature of the defect, product condition, applicable warranty terms and applicable consumer law.

If the return is required because XVELO or the manufacturer supplied a damaged, defective or incorrect product, the customer will not be required to bear reasonable return shipping costs.

5. Return Shipping Costs

Defective, Damaged or Incorrect Products

If the return results from:

  • A confirmed manufacturing defect

  • Damage occurring before or during delivery

  • An incorrect product being sent

  • Another error attributable to XVELO or its fulfilment partner

XVELO or the relevant brand will provide appropriate return instructions and, where applicable, cover reasonable return shipping costs.

Voluntary Returns

If the return is initiated because the customer changes their mind or for another reason not attributable to XVELO or the product:

  • The customer is generally responsible for return shipping costs

  • The shipping cost depends on the carrier, destination, package size and weight

  • If XVELO arranges or prepays the return shipment, the applicable return shipping cost may be deducted from the refund where legally permitted

Electric bicycles, electric scooters and electric dirt bikes are large and heavy products. Return shipping costs may therefore be considerably higher than standard parcel shipping.

Customers should contact XVELO before arranging transportation themselves.

6. Return Authorization

All returns must be authorized by XVELO before shipment.

To request authorization:

  1. Contact XVELO Support

  2. Provide your order number

  3. Explain the reason for the return

  4. Provide photographs or videos if requested

  5. Wait for XVELO to confirm the appropriate return warehouse and instructions

  6. Ship the product only after receiving return authorization

Products sent to an incorrect warehouse or returned without authorization may experience delays and may result in additional transportation costs.

7. Return Packaging

Whenever possible, customers should retain the original packaging until they are satisfied that the product will be kept.

Electric bicycles, scooters and dirt bikes must be packed securely to avoid damage during return transportation.

The returned package should include all originally supplied items, including where applicable:

  • Battery

  • Charger

  • Keys

  • Display

  • Pedals

  • Tools

  • Manuals

  • Hardware

  • Accessories supplied with the product

Customers may be responsible for damage occurring during return transportation if the product was inadequately packaged.

We strongly recommend using a trackable shipping service and retaining proof of shipment.

8. Refund Processing

Once a returned product reaches the designated warehouse, it will be inspected.

After the return has been approved, refunds are normally processed within 3–14 business days.

Refunds are generally issued to the original payment method used when placing the order.

The time required for the funds to appear in the customer's account may vary depending on:

  • Bank

  • Card issuer

  • PayPal

  • Payment provider

  • Local banking processing times

XVELO cannot control processing delays occurring after a refund has been issued to the payment provider.

9. Refund Deductions

Where permitted by applicable law, a reasonable deduction may be made if the returned product has lost value as a result of handling or use beyond what was reasonably necessary to inspect the product.

Examples may include:

  • Significant mileage or riding

  • Dirt, scratches or cosmetic damage caused after delivery

  • Tyre wear

  • Damage caused by off-road use

  • Missing accessories or components

  • Missing charger, keys, manuals or tools

  • Damaged or missing packaging where this creates additional handling or transportation costs

  • Unauthorized modifications

  • Damage caused by improper assembly or handling

Any deduction will depend on the actual condition of the returned product and will not automatically apply to every return.

10. Items That May Not Qualify for Voluntary Return

Subject to applicable consumer law, voluntary returns may not be accepted for:

  • Products purchased from a seller other than XVELO

  • Products outside the applicable return period

  • Products damaged through misuse or accident after delivery

  • Products that have been materially modified

  • Products with unauthorized electrical or mechanical modifications

  • Items showing substantial wear beyond reasonable inspection

  • Used hygiene-sensitive accessories where applicable

  • Customized or personalized products where a legal exception to withdrawal rights applies

Promotional pricing or a discount code alone does not automatically remove applicable statutory return rights.

11. Orders Purchased From Other Sellers

XVELO can only process returns and refunds for orders placed directly through xvelogo.com.

If you purchased a product through:

  • Another online store

  • A marketplace

  • A local bicycle shop

  • Another distributor

  • The manufacturer's website

please contact the original seller for return and refund assistance.

Warranty responsibilities may also depend on the original sales channel.

12. Order Cancellation Before Shipment

If you wish to cancel an order, contact XVELO Support as soon as possible.

If the order has not yet been processed or shipped, we will attempt to cancel it and issue a refund.

If the order has already entered fulfilment or has been transferred to the carrier, cancellation may no longer be possible and the order may need to be handled as a return after delivery.

13. Refused Deliveries

Please contact XVELO before refusing delivery of an order.

A customer who refuses an undamaged shipment without prior authorization may be responsible for transportation, return shipping, storage or related logistics costs where permitted by applicable law.

If the parcel is visibly damaged at delivery, take photographs of the packaging and contact XVELO Support as soon as possible.

14. Warranty Claims Are Different From Returns

The return period and product warranty are separate.

A product developing a fault after the voluntary return period has expired may still qualify for warranty service.

Warranty solutions may include:

  • Troubleshooting

  • Replacement components

  • Repair

  • Replacement of defective parts

  • Other remedies available under the applicable manufacturer's warranty or consumer law

Please refer to the applicable warranty policy for further information.

15. How to Request a Return or Refund

To start a return or refund request, contact XVELO Support and provide:

  • Your order number

  • Product model

  • Reason for the request

  • Description of any issue

  • Supporting photographs or videos where applicable

Please wait for return instructions before shipping the product.

Do not send a return without authorization.

16. Contact Information

For return, refund or order-related inquiries, please contact:

XVELO Support

Email: support@xvelogo.com

Website: www.xvelogo.com

17. Consumer Rights

This Return & Refund Policy is intended to explain XVELO's commercial return procedures.

It does not exclude, restrict or replace any mandatory consumer rights available under applicable local law.

Where mandatory consumer protection law provides rights that are more favorable to the customer than the terms stated in this policy, the applicable statutory rights will prevail.