Return & Refund Policy

Last updated: 19 September 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 commercial return period is determined by the brand of the product purchased. Mandatory statutory withdrawal or consumer rights may provide a longer period.

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.

BODYWEL

Under BODYWEL’s manufacturer return procedure, a voluntary return request should be submitted within seven days of delivery.

To qualify under the BODYWEL voluntary return procedure:

• the bicycle must not show signs of riding or use beyond reasonable inspection;

• its condition must not prevent resale;

• the customer must submit a complete set of photographs showing the bicycle’s condition;

• all components, accessories, charger, keys, tools and original supplied materials must be included;

• XVELO must authorize the return before the bicycle is shipped.

The customer is responsible for the applicable return shipping cost for a non-defective voluntary return. BODYWEL’s current manufacturer procedure specifies a return shipping charge of €180.

If the bicycle has been used or its condition affects resale, the refund may be reduced according to the actual loss in value. A full refund may not be available where legally permitted.

BODYWEL’s seven-day manufacturer return procedure does not restrict a longer statutory withdrawal period available under applicable consumer law. In particular, an eligible EU consumer may have a separate 14-day statutory right of withdrawal.

Minor frame scratches that do not affect function are not treated as a product-quality defect under BODYWEL’s manufacturer return procedure. This does not exclude a claim where the Product fails to conform to its description or mandatory law provides a remedy.

Minor damage to a small packaging box may be considered for reasonable compensation based on the actual damage, up to a maximum of €30, rather than a full Product return.

PASEBIKE

Return requests must be submitted within 30 days of delivery.

For a voluntary return under the PASEBIKE commercial return procedure, the Product should remain in the condition in which it was received and must not have been used beyond what is reasonably necessary for inspection. The original packaging, supplied tags, charger, keys, tools, manuals, accessories and proof of purchase should be retained and included.

All PASEBIKE returns require prior authorization from XVELO. Do not send the Product to the address on the outbound shipping label. XVELO will confirm the designated return warehouse and transportation instructions in writing.

For a non-defective voluntary return, the customer is generally responsible for the agreed return shipping cost. XVELO will confirm the shipping arrangement and any amount payable or deductible before authorizing the return.

A discount, promotional price or coupon code does not remove a mandatory statutory withdrawal right. An eligible EU consumer's separate 14-day statutory right of withdrawal remains unaffected.

Return Period Summary

Brand	Commercial return request period
ONESPORT	14 days
OOTD	30 days
DUOTTS	30 days
APEFOX	14 days
ZAWES	14 days
79BIKE	14 days
BODYWEL	7 days under the manufacturer procedure; statutory rights may provide longer
PASEBIKE	30 days

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

If mandatory consumer law in the customer’s country provides rights exceeding 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.

For a non-defective PASEBIKE voluntary return, XVELO will confirm the designated warehouse, approved transportation method and return shipping cost before the Product is sent. If XVELO arranges or prepays the return shipment, the confirmed cost may be deducted from the refund where permitted by law.

For a voluntary BODYWEL return, the current manufacturer return shipping charge is €180. This amount may be paid before the return or deducted from the refund where permitted by law and confirmed by XVELO.

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 seven 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.

PASEBIKE delivery issues

If a PASEBIKE Product arrives damaged, defective, incorrect or with a discrepancy in quantity or condition, contact XVELO as soon as possible and preferably within three business days of delivery.

Photograph the unopened outer carton, shipping label, protective packaging, complete Product and affected area. Where possible, note visible carton damage on the carrier's delivery record and retain all packaging and supplied components.

This reporting period supports manufacturer and carrier processing and does not remove any mandatory consumer right. If the return is required because of a confirmed defect, delivery damage, incorrect Product or another error attributable to XVELO or its fulfilment partner, the customer will not be required to bear reasonable return shipping costs.

BODYWEL transportation damage

If transportation damage makes a BODYWEL bicycle non-functional, the customer may request a return within seven days of delivery, provided clear supporting evidence is submitted.

Where the outer packaging is severely damaged, the customer should, where reasonably possible:

• photograph the package before opening;

• photograph the shipping label and damaged areas;

• note the damage on the carrier’s delivery record;

• retain the packaging and protective materials;

• refuse delivery where the carrier permits and the Product appears seriously damaged.

Signing for a package does not remove mandatory consumer rights. However, accepting a visibly damaged package without noting or recording the damage may make a carrier or manufacturer claim more difficult to verify.

If the packaging is damaged but the bicycle remains functional and only minor cosmetic marks are present, XVELO may offer an appropriate solution based on the actual condition rather than authorize a full return.

BODYWEL functional defects within 30 days

If a functional quality problem arises within 30 days of delivery and cannot reasonably be resolved through troubleshooting or replacement parts, XVELO may authorize the bicycle to be returned for inspection.

After the Product arrives at the designated warehouse, a technician may inspect it.

If the inspection confirms the reported functional defect, XVELO will provide an appropriate remedy in accordance with the applicable BODYWEL terms and consumer law.

If the inspection establishes that:

• the reported problem is not present;

• the condition materially differs from the customer’s description;

• the problem was caused by misuse, modification, accident or improper handling; or

• the Product is otherwise not eligible for a defective-product return,

the customer may be responsible, where legally permitted and disclosed in advance, for:

• return shipping of €180; and

• a depreciation deduction of between €100 and €200, based on the Product’s actual condition and loss in value.

These charges will not apply where the Product has a qualifying lack of conformity and applicable law requires XVELO to bear the relevant 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; or

• 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.

BODYWEL return shipping

The current BODYWEL manufacturer procedure specifies:

• €180 for an authorized non-defective voluntary return;

• €180 where a return results from an incorrect or incomplete address or another failed-delivery circumstance attributable to the customer;

• €170 round-trip shipping where an order has already shipped, cancellation interception fails and the customer refuses delivery without prior authorization.

Actual documented loss or damage caused by an unauthorized refusal may also be deducted where permitted by applicable law.

XVELO will confirm the applicable charge before authorizing or processing the return. No fixed charge will override a mandatory statutory right or apply where XVELO is legally responsible for the return cost.

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 the:

• bank;

• card issuer;

• PayPal account;

• payment provider;

• local banking processing time.

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 it.

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.

For BODYWEL returns, a depreciation deduction of €100–€200 may apply only where an inspected Product materially differs from the reported condition, has been used beyond reasonable inspection or has suffered a corresponding loss in value. The amount must reflect the actual condition and may only be applied where permitted by law.

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, XVELO 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.

BODYWEL cancellation procedure

For a BODYWEL order:

• XVELO will attempt to intercept the order if cancellation is requested before shipment;

• interception cannot be guaranteed once the fulfilment process has begun;

• once a tracking number has been generated, cancellation may no longer be operationally possible;

• if interception fails, the order must be handled through the applicable return or delivery-refusal procedure.

Nothing in this section removes a statutory withdrawal right available 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.

For an unauthorized refusal of a BODYWEL shipment after cancellation interception has failed, the current manufacturer procedure specifies a round-trip transportation charge of €170. Actual documented loss or damage may also be deducted where legally permitted.

If a BODYWEL shipment is returned because the customer provided an incorrect or incomplete address, failed to collect the shipment or otherwise caused the delivery failure, a return shipping charge of €180 may apply where permitted by law.

No customer will be charged for a failed delivery caused by XVELO, the fulfilment partner or the carrier.

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 or legal-guarantee 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.

BODYWEL customers requesting a voluntary return should also provide a complete set of photographs showing the entire bicycle, its mileage or display where applicable, included accessories and overall condition.

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 enquiries, 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.