Return & Refund Policy

We want you to feel confident when shopping at Velotric.ca. If your purchase is not quite right, our team is here to help you understand the available options and guide you through the return process.

Please review the policy below before initiating a return. If you have any questions, contact us at help@velotric.ca.

7-Day Return Window for New and Unused E-Bikes

Eligibility: E-bikes may be returned within seven days of receipt, provided they remain new, unopened, and unused. Accessories are final sale and are not eligible for return.
Refund Amount: Once an eligible return has been approved and inspected, the refund will be issued less the original shipping costs from our warehouse to the recipient and a 2.5% card processing fee.
Why Certain Costs Are Non-Refundable: Shipping costs are non-refundable. The 2.5% card processing fee reflects the non-refundable payment processing cost charged by Shopify Payments. Velotric.ca absorbs this cost when an order is placed, but it must be deducted when a refund is issued.
Return Shipping: The recipient is responsible for return shipping unless the return is required because of an error in our shipment. We recommend using a trackable shipping service for added security.
Item Condition: To qualify for a return, the e-bike must remain new, unopened, unused, and free from damage or scratches.
Refurbished and Demo Products: Refurbished and demo products are final sale. However, if one of these products arrives defective or damaged out of the box, please contact help@velotric.ca so that we can help arrange a refund or exchange.

Returns Requested After 7 Days

If more than seven days have passed since delivery, please contact us. We may still be able to consider your request, subject to approval and the conditions below.

Eligibility: The item must remain new, unopened, and unused. Approval is not guaranteed and will be determined after reviewing the return request.
Applicable Deductions: Approved returns requested after the seven-day window are subject to a restocking fee equal to 25% of the purchase price. Applicable shipping costs and the 2.5% card processing fee will also be deducted.
Return Shipping and Condition: Return shipping is the customer’s responsibility. Damaged, scratched, or used items cannot be accepted.

Opened or Used Items

To maintain product quality and ensure that every customer receives a new product, we are unable to accept returns of opened or used items under any circumstances.

Order Cancellations

If you need to cancel an order, please contact us as early as possible so that we can review its shipping status.

Orders Not Yet Shipped: An unshipped order may be cancelled up to three business days before shipment. A 2.5% merchant processing fee will apply.
Pre-orders: Pre-order deposits are refundable, less a 2.5% processing fee.

Defective Products

If your product arrives defective, please contact us immediately. Our team will help arrange a repair or replacement at no cost to you.

For your safety and to allow us to properly assess the issue, please stop using the product after identifying a defect. This return policy does not apply if the product continues to be used after the defect has been noticed.

How to Request a Return

Contact Us for Approval: Contact help@velotric.ca before sending the product back. An approval letter is required for all returns.
Prepare the Product: The product must be returned in its original condition and original packaging.
Return Inspection: We will inspect the product after it arrives. Items that are not in sellable condition cannot be accepted, and the customer will be responsible for the cost of shipping the item back.
Receive Your Refund: Once the return has been approved following inspection, the applicable refund will be issued to the original payment method.

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