Return policy

Return Policy

Online sales of products are governed by the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011. This Decree establishes, among other aspects, the consumer’s right of withdrawal within 14 days after receipt of the goods. The Directive underlines that right to withdraw exists to allow customers to examine the product in the same way as they would in a shop.

After purchasing a product on the Velorapida Store, in case you decide to withdraw please inform us as soon as possible writing an email to ask@velorapida.com and explaining the reasons of the claim.

Velorapida will arrange the pick up of the goods, provided that they are kept in the same conditions as when you received them:

-       in the original packaging;

-       including all accessories, cables, instruction manuals and other components;

-       free from any damage, unless caused during transport.

In line with the EU directive, shipping costs for returning the product to Velorapida are to be borne by the customer. The cost applied will be the same as the cost for the delivery. 

After having received the goods and checked the conformity with the return policy (packaging, etc.), Velorapida will refund the amount paid deducting the costs for the transport within 14 days.

According to the Directive 2011/83/EU “The right of withdrawal should neither apply to goods made to the consumer’s specifications or which are clearly personalised”. Therefore we kindly ask our customers to make sure that the choice of colors or customizations is carefully evaluated, our customer service is fully available to assist in the choice.

Finally, in case of damages occurred during transport, please contact immediately our customer service and we will evaluate jointly if your e-bike can be repaired in your city, with repair costs borne by Velorapida, or if it is necessary to return it to Velorapida for repair and/or replacement.