Return & Refund Policy

Last updated: 20 October 2026

XVELO is an authorized retailer of selected electric bicycle, electric scooter, electric dirt bike and electric unicycle (EUC) 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.

ORZEL

Return requests must be submitted within 14 days of delivery.

Under ORZEL’s manufacturer return procedure, a bicycle must generally be unused and unridden, remain in like-new condition and be returned with:

• the original shipping box and packaging
• battery and charger
• keys
• manuals
• tools and hardware supplied with the bicycle
• all original accessories and components
• proof of purchase from XVELO.

All ORZEL returns require prior authorization from XVELO. Customers must not ship an ORZEL Product back without receiving return instructions and confirmation of the designated return location.

For a non-defective voluntary return, ORZEL’s manufacturer procedure may require the customer to bear:

return shipping costs;

original outbound transportation costs associated with the order; and

an applicable restocking or depreciation charge based on the condition of the returned Product.

ORZEL’s current manufacturer procedure specifies that a restocking fee of up to US$300 may apply depending on the returned bicycle’s condition.

These manufacturer charges apply only where permitted by applicable law. They do not restrict or replace mandatory consumer rights. In particular, where an eligible consumer has a statutory right of withdrawal, any refund, transportation cost or depreciation deduction will be handled in accordance with the applicable consumer law.

A bicycle that has been ridden beyond reasonable inspection, modified, damaged through misuse, or returned with missing original parts or packaging may not qualify for ORZEL’s voluntary commercial return procedure.

KINGSONG

KingSong electric unicycles (EUCs), electric scooters and other eligible KingSong products purchased through XVELO are subject to a standard 14-day commercial return request period from delivery. For an eligible EU consumer, the separate statutory 14-day right of withdrawal applies regardless of any stricter manufacturer conditions.

KingSong's current direct-store policy also describes discretionary non-defective returns between days 15 and 30. XVELO may consider a request made during this extended period only where the particular product and order qualify and the return is approved in writing by XVELO and the applicable supplier. This additional 15–30 day option is not an unconditional promise of acceptance.

For a discretionary return after the statutory withdrawal period, the Product should remain in excellent condition, without crash or water damage, unauthorised modification or abnormal wear; retain its original shipping carton, internal protective foam, charger, manual, accessories and serial-number label; and, under KingSong's published direct-store reference criteria, have less than five miles of mileage. Customers must disclose any test riding or visible damage. Strict resale-condition requirements and case-specific handling deductions may apply to the extended commercial return, only where agreed in advance and permitted by law.

The KingSong official-store return schedule includes separate fixed logistics fees and, for certain 15–30 day returns, a 20% restocking fee. Those amounts originate from KingSong's direct-to-consumer sales policy and do not automatically apply to purchases from XVELO. Any applicable commercial return costs for XVELO orders will be explained in writing before a discretionary return is accepted. Fixed restocking or logistics penalties will not be imposed on an eligible EU statutory withdrawal.

KingSong returns require prior return authorisation, a designated return destination and suitable battery-shipping arrangements. Please contact XVELO rather than sending the Product to KingSong or to the address shown on the delivery label. The manufacturer policy is available at KingSong official Return & Refund Policy. Terms for an XVELO order are subject to the order-specific agreement and mandatory consumer law.

Return Period Summary

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.

For a voluntary ORZEL return, the Product should remain unused and unridden under the manufacturer’s commercial return procedure and should be returned in its original box with all supplied components and accessories.

For a non-defective ORZEL voluntary return, return shipping costs and applicable original outbound transportation costs may be the customer’s responsibility. A restocking or depreciation charge of up to US$300 may also apply under the manufacturer’s current procedure depending on the condition of the returned Product, but only where permitted by applicable law.

For a non-defective KingSong return, original packaging, foam protection, charger, supplied accessories and serial-number identification should be retained. KingSong's direct-store policy states that some 15–30 day non-quality returns are subject to a 20% restocking fee and separate logistics charges. These are not automatically XVELO charges. For any discretionary extended return XVELO will first confirm eligibility, the return route, any permitted fees and who pays transportation. EU statutory withdrawals remain governed by applicable law.

Do not return an electric bicycle, electric scooter, electric dirt bike or electric unicycle 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.

ORZEL damaged, defective or incomplete deliveries

If an ORZEL Product arrives damaged during transportation, is missing parts or appears to have a manufacturing defect, contact XVELO as soon as possible and preferably within seven days of delivery.

Please provide, where relevant:

• the XVELO order number
• photographs of the complete bicycle
• photographs of the affected or damaged area
• photographs of the shipping carton
• photographs of the shipping label
• video evidence where useful for diagnosing a technical problem
• a brief description of the issue.

Customers should retain the original shipping carton, internal protective materials and all supplied components while the claim is being reviewed.

After reviewing the evidence, XVELO and the relevant fulfilment or manufacturer partner may provide an appropriate solution, which may include:

• replacement parts
• troubleshooting or repair assistance
• reimbursement of an approved repair
• product replacement
• return authorization
• another appropriate remedy required by applicable consumer law.

The seven-day reporting period is intended to assist transportation and manufacturer claims and does not remove any mandatory consumer right available after that period.

KingSong delivery damage, technical faults and safety concerns

If a KingSong EUC or other KingSong Product arrives damaged, incorrect or apparently faulty, contact XVELO promptly, preferably within seven calendar days to preserve carrier evidence. Include photographs of the unopened outer carton where possible, shipping label, internal foam, complete Product, accessories, serial number, affected component and relevant videos or error messages. This reporting preference does not limit any statutory rights.

KingSong's manufacturer direct-store policy separately offers return or exchange handling for confirmed quality defects reported within its first 30 days. For purchases from XVELO, XVELO coordinates an appropriate diagnosis and remedy under the applicable warranty, sales arrangements and consumer law, which may include repair, parts, replacement or refund where legally appropriate. There is no automatic cut-off of legal remedies after 30 days.

For an unexpected EUC power cut-off, battery swelling, smoke, overheating, burning smell, braking or balancing issue, or serious structural concern, stop using and charging the Product and seek safe instructions from XVELO. Do not open the lithium battery or ship a damaged battery without specific instructions.

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, electric dirt bikes and electric unicycles (EUCs) can be large, heavy or subject to lithium-battery transport restrictions. 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.

ORZEL return shipping and fees

Under ORZEL’s current manufacturer procedure, a non-defective voluntary return may involve:

return transportation costs;

the original outbound shipping cost associated with the order, including where the original order was offered with free shipping; and

a restocking or depreciation fee of up to US$300, depending on the condition of the returned bicycle.

XVELO will confirm the return method and any applicable charges before authorizing the return.

These charges will only be applied where permitted by applicable law and will not override any mandatory consumer right concerning return costs, reimbursement of standard delivery charges or deductions for loss in value.

KingSong return transportation and official-store fee references

KingSong's published direct-store schedule currently specifies USD $250 for standard products and USD $350 for heavy or oversized products as fixed logistics and handling charges for certain non-quality returns or customer-side refusals. For discretionary days 15–30 returns, that schedule also refers to a 20% restocking fee. These figures are manufacturer direct-store references, not automatic XVELO charges, and will not be charged merely because a customer exercises an EU statutory right of withdrawal.

For a voluntary KingSong return, XVELO will confirm the actual authorised carrier, designated warehouse, required battery-transport documentation and any applicable return transportation expense before shipment. Under eligible statutory withdrawal, customers bear the direct return shipping cost only where legally permitted and adequately disclosed before purchase; the standard outbound delivery refund and any reduction for diminished value follow statutory rules. For a proven lack of conformity or delivery error attributable to XVELO, reasonable return transportation costs will not be passed to the customer.

6. Return Authorization

All returns must be authorized by XVELO before shipment.

To request authorization:

• contact XVELO Support
• provide your order number
• explain the reason for the return
• provide photographs or videos if requested
• wait for XVELO to confirm the appropriate return warehouse and instructions
• 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.

For KingSong EUCs and scooters, the return authorisation may include an RMA reference, verification of the serial number, the correct designated service warehouse and specific high-capacity lithium-battery transport instructions. Do not ship a KingSong Product or battery to any address without written approval from XVELO. Where the law permits customers to exercise withdrawal by a clear statement, the need for shipping instructions does not invalidate a timely withdrawal notice.

7. Return Packaging

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

Electric bicycles, scooters, dirt bikes and unicycles 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.

For an ORZEL voluntary return under the manufacturer’s commercial return procedure, the original shipping box and packaging should be retained and used for the return.

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.

KingSong original wheel cartons and internal protective foam are particularly important for preventing damage during transport. For a discretionary commercial return, XVELO may require the original packaging. For an EU statutory withdrawal, lack of the original box does not automatically extinguish the right of withdrawal; the customer must still package the product safely, and a lawful actual loss-in-value deduction or damage liability may apply in the appropriate circumstances.

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.

KingSong return inspection and refund processing

KingSong's own online-store procedure refers to a technical inspection commonly taking 3–5 business days and refund processing around 7–10 business days after approval. These are manufacturer direct-store reference times, not guaranteed XVELO processing times. XVELO will coordinate its designated warehouse inspection and issue approved discretionary return refunds under the general processing procedures above.

For an eligible EU statutory withdrawal, XVELO will reimburse within the period required by law, generally no later than 14 days after being informed of the withdrawal. Where legally permitted, reimbursement may be withheld until the goods are received back or the customer supplies evidence of having sent them back, whichever occurs first.

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.

For ORZEL voluntary returns, the manufacturer’s current commercial procedure permits a restocking charge of up to US$300 depending on the condition of the returned Product.

Any ORZEL deduction applied by XVELO must reflect the circumstances of the return and may only be applied where permitted by applicable law. A fixed manufacturer charge will not override statutory rules governing depreciation or consumer withdrawal rights.

KingSong condition-based deductions

For KingSong discretionary commercial returns outside the statutory withdrawal period, visible tyre or pedal wear, crash marks, water damage, significant accumulated mileage, missing original parts, missing protection foam or unauthorised changes may cause an extended return to be refused or a reasonable previously disclosed charge to apply. The manufacturer's direct-store 20% restocking reference and fixed logistics fees are not automatically incorporated into XVELO orders.

For eligible statutory withdrawal, a consumer is liable only for any legally recoverable diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the Product. No automatic fixed KingSong restocking percentage applies to such a withdrawal.

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.

Under ORZEL’s commercial return procedure, certain accessories and promotional products are generally non-returnable unless they arrive damaged or defective. These may include:

• helmets
• locks
• pumps
• phone holders
• gift items
• promotional products
• clearance or Final Sale items.

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

KingSong's direct-store policy also restricts returns of certain used replacement parts, consumables and products with crash damage, water damage or unauthorised modifications, and requires verification of serial numbers. Those restrictions apply to the manufacturer's voluntary programme and must not be interpreted as excluding defect remedies or mandatory statutory withdrawal rights available to XVELO consumers. Items that are specially personalised are handled according to applicable statutory exceptions, if any.

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.

ORZEL cancellation procedure

For an ORZEL order, XVELO will attempt to cancel the order if the request is received before the Product has shipped.

Once an ORZEL order has shipped, operational cancellation may no longer be possible. The order may instead need to be handled under the applicable return procedure after delivery.

Customers should not refuse delivery of an ORZEL Product without first contacting XVELO and receiving instructions.

Nothing in this section removes any statutory cancellation or withdrawal right provided by applicable consumer law.

KingSong order cancellation and pre-orders

For KingSong products purchased from XVELO, contact XVELO to request cancellation before dispatch. XVELO will attempt to stop fulfilment and will explain any lawful, disclosed charges if the order has already been committed to a carrier. KingSong's direct-store standard policy refers to fee-free cancellations before dispatch and to a separate F16 pre-order cancellation programme with a 48-hour window and a possible 3% fee after 48 hours. These direct-store pre-order rules do not automatically govern XVELO orders. Any KingSong pre-order-specific term applicable at XVELO must be expressly disclosed for the order and must not restrict statutory cancellation or withdrawal rights.

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.

For ORZEL orders, an unauthorized refusal of an undamaged shipment may be treated as a voluntary return. Reasonable transportation or return costs arising from the refusal may be deducted where permitted by applicable law and disclosed by XVELO.

KingSong's direct-store schedule also refers to fixed fees for customer-caused delivery refusals and interception. XVELO does not automatically apply those manufacturer fixed amounts. For any KingSong order, XVELO may recover only an amount that is contractually agreed, adequately disclosed and legally permitted, taking account of the customer's actual statutory rights. A customer should contact XVELO before refusing an undamaged shipment to arrange an appropriate lawful return.

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.

For ORZEL Products purchased through XVELO, customers should submit warranty requests directly to XVELO.

ORZEL’s manufacturer warranty published on its own website applies directly to purchases made through orzelbike.com and instructs customers who purchased through an authorized dealer or third-party retailer to contact the original seller regarding warranty support.

XVELO will coordinate eligible ORZEL warranty claims in accordance with XVELO’s applicable Warranty Policy, supplier arrangements and mandatory consumer law.

For KingSong Products purchased through XVELO, contact XVELO for faults and warranty service. KingSong's direct-store 30-day quality-return window is not a deadline for the EU legal guarantee. Any remedy after a voluntary return period expires remains governed by XVELO's applicable Warranty Policy and mandatory 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.

ORZEL customers reporting transportation damage, missing parts or a suspected manufacturing defect should provide clear photographs of the bicycle, shipping carton and shipping label, together with videos where necessary to demonstrate the issue.

KingSong customers should also provide the Product serial number, mileage or odometer reading where available, photographs of all sides of the Product, original protective foam and packaging, charger and other included accessories, plus clear evidence of any technical fault. Do not operate a Product merely to obtain diagnostic footage if doing so could be unsafe.

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.

For eligible EU distance purchases, consumers generally have 14 days from receipt of the goods to notify XVELO that they are withdrawing without giving a reason. After notification, the Product normally must be sent back within a further 14 days, unless XVELO arranges collection or another lawful procedure applies. XVELO must reimburse the amount due, including eligible standard outbound delivery costs, within 14 days of the withdrawal notice, subject to any lawful right to withhold the refund pending receipt of the goods or evidence of their dispatch. For non-defective goods, the customer normally bears the direct return cost where XVELO gave the legally required pre-contract information; products too large for ordinary post may require pre-contract disclosure of the estimated return cost.

The statutory withdrawal right cannot be denied solely because the Product was opened or inspected. Where handling goes beyond what is reasonably necessary to establish its nature, characteristics and functioning, a legally permitted deduction for actual diminished value may apply. Any extended commercial return scheme, special manufacturer fee, 30-day quality procedure or requirement for KingSong packaging must be interpreted subject to these rights. Statutory remedies for defective or non-conforming goods remain separate.

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.