Return Policy

Return & Refund Policy

Last updated: 2026

Xvelogo is an authorized retailer of selected electric bicycle brands.
Return and refund eligibility is determined based on the brand of the product you purchase, in accordance with the manufacturer’s official return policy.

This policy applies only to orders placed directly on xvelogo.com.

1. General Return Conditions (Applicable to All Brands)

To be eligible for a return, all of the following conditions must be met:

  • The return request is submitted within the applicable return period of the brand

  • The product is unused or only lightly tested

  • The product is returned in its original condition with all accessories included
    (charger, keys, manuals, hardware, packaging)

  • Proof of purchase from Xvelogo is provided

Products that do not meet these conditions may be refused or subject to deductions.

2. Brand-Specific Return Periods

ONESPORT

  • Return requests must be submitted within 14 days of delivery

  • The product must be unused or show no signs of riding beyond basic inspection

  • Products showing visible usage may be subject to a restocking or depreciation fee, or may be refused

OOTD

  • Return requests must be submitted within 30 days of delivery

  • Light testing is permitted

  • For voluntary returns, return shipping costs are the customer’s responsibility

  • Refunds may be adjusted if the product shows signs of use or missing accessories

DUOTTS

  • Return requests must be submitted within 30 days of delivery

  • The product must be unused or lightly tested (typically under limited mileage)

  • Return shipping costs apply for non-defective, voluntary returns

⚠️ The applicable return period is determined by the brand of the product, not by the platform.
Please refer to the product page or confirmation email for brand identification.

3. Non-Returnable Items

The following items are not eligible for return:

  • Products purchased from unauthorized sellers

  • Items damaged due to misuse, modification, or improper handling

  • Normal wear and tear

  • Free gifts, promotional items, or clearance items

  • Accessories that have been used or unsealed (e.g. helmets, protective gear)

4. Return Shipping Costs

  • Defective, damaged, or incorrect items:
    Xvelogo or the brand will cover return shipping and provide instructions.

  • Voluntary returns (change of mind):
    The customer is responsible for return shipping costs.
    Shipping fees may be deducted from the refund if prepaid by Xvelogo.

We strongly recommend using a trackable shipping service for all returns.

5. Refund Processing

Once the returned item is received and inspected:

  • Approved refunds are processed within 3–14 business days

  • Refunds are issued to the original payment method

  • Processing time may vary depending on the payment provider

Refund amounts may be reduced for:

  • Missing components or packaging

  • Excessive use beyond light testing

  • Non-original condition

6. Damaged or Incorrect Items

Please inspect your order upon delivery.

If the item is damaged, defective, or incorrect:

  • Contact Xvelogo Support within 7 days of delivery

  • Provide photo or video evidence

  • We will arrange repair, replacement, or refund based on brand approval

7. How to Request a Return

To initiate a return:

  1. Contact Xvelogo Support with your order number

  2. Specify the reason for return

  3. Provide photos or videos if requested

  4. Wait for return authorization and instructions

Returns sent without prior authorization may be refused.

8. Contact Information

For return or refund inquiries, please contact:

Xvelogo Support
📧 Email: support@xvelogo.com
🌐 Website: www.xvelogo.com