Returns & Cancellations
You may cancel your order for a full refund up until the time you receive your shipment confirmation email with tracking information. If you cancel after your order has been sent you are responsible for the return shipping fee. In addition, the original shipping fee we incurred to send the bike to you will not be refunded (even when ‘free’ shipping is advertised). Our refund policy is ‘All Sales Final’. Unfortunately, we can’t offer a refund or exchange after the bike has shipped.
If you make a purchase from outside of the United States, currency conversion charges may be applied by your credit card company and Shopify (the payment processor). You will be responsible for all of these charges. MYVELOUSA eBikes can only refund in USD up to the full amount of your original purchase.
To be eligible for a return, your item must be unused and in the same condition as it was when you received it, and there must be a good reason for the return. In addition, the item must be in the original packaging. You may be charged a restocking fee of $150 at our sole discretion for any returns or exchanges.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to us until we have authorized the return in writing.
If you order a product by mistake you will be charged according to this policy.
Accessories and apparel are not eligible for return, exchange, or refund.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. MYVELOUSA eBikes reserves the right to withhold up to the full value of the refund if the bike is in poor condition upon receipt. A $150 restocking fee may be applied. If the bike has been in your possession for 14 days or has been ridden it will not be eligible for return.
If you are approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment within a reasonable number of days.
We only replace items if they are severely defective or extremely damaged. If you believe you may be eligible for an exchange or replacement, please email support at CS@MYVELOUS.COM
MYVELOUSA EBIKES WARRANTS TO THE ORIGINAL REGISTERED PURCHASER THAT MYVELOUSA eBIKES SHALL BE FREE FROM ALL DEFECTS IN MATERIAL AND WORKMANSHIP FOR A PERIOD OF ONE YEAR FROM THE DATE OF DELIVERY.
DISCLAIMER OF CONSEQUENTIAL AND INCIDENTAL DAMAGES: THE ORIGINAL REGISTERED PURCHASER OF THIS BIKE, SUBSEQUENT OWNERS AND ALL OTHER INTENDED AND UNINTENDED USERS OF THIS BIKE, SHALL NOT BE ENTITLED TO RECOVER FROM MYVELOUSA eBIKES ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES. THERE IS NO WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. The warranty is non-transferable and only applies to the original owner. This warranty gives you specific rights and purchasers may also have other rights, which may vary from state to state. Damage caused by failing to follow instructions in the manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, installation of parts or accessories not originally intended or compatible with the MYVELOUSA eBike as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance is not covered under this warranty. Warranty parts will only be shipped within the continental United States and Canada.
Parts covered by the warranty: frame, forks, stem, handlebars, headset, seat post, saddle, brakes (excluding brake pads), lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, display (excluding damage due to water), kickstand, reflectors, and hardware. The battery warranty does not include damage from power surges, use of 3rd party charger, improper maintenance or other such misuse, normal wear, or water damage (including rust).
Stolen bikes are not covered under warranty.
Necessary precautions must be taken to ensure the bike and battery are not exposed to severe weather conditions. Exposure to very wet, hot, or cold conditions may void the warranty.
We will replace any parts deemed to have been damaged during shipping. Shipping damage must be reported to MYVELOUSA eBikes within 14 days of shipment arrival. This applies to all products including bikes and accessories.
You will NOT be refunded as compensation for your time or efforts replacing damaged parts.
Replacement parts will not be sent until photographic evidence has been provided to MYVELOUSA eBikes. MYVLOUSA eBikes may request additional documentation (such as video) to assist with accurately diagnosing the problem and processing the warranty claim.
Most warranty parts are fulfilled 14 business days after the request is put into our system by a customer service representative. Warranty parts are sent using USPS First Class, FedEx Express, or FedEx Ground depending on the size of the part. Warranty parts will not be expedited.
Items including the chain, tires, wheels, rims, tubes, battery handle, brake rotors, brake pads, cables and housings, grips, and spokes are considered wear items. These items wear down with normal use and are not covered under warranty. You are responsible for replacing and maintaining these wear items.
Any unauthorized alterations or repairs are not covered and may void this warranty.
For warranty services, please contact MYVELOUSA eBikes online support by email at CS@MYVELOUS.COM Bikes or parts returned without proper documentation may result in delayed service or denied warranty coverage. Warranty return shipping costs along with duties and taxes are the responsibility of the claimant. All unauthorized returns will be refused.
Note that your insurance policies may not provide coverage for accidents involving MYVELOUSA eBikes. To determine if coverage is provided, you should contact your insurance company or agent. Damage as a result of an accident is not covered under this warranty, and MYVELOUSA eBikes is not responsible for repair or replacement of damaged bikes or parts.
MYVELOUSA eBikes reserves the right to change its warranty at any time and without notice.
Any action, lawsuit or other proceeding, under this warranty or otherwise related to the bike must be commenced within ninety (90) days after expiration of the one-year warranty period.
THIS WARRANTY GIVES THE ORIGINAL REGISTERED PURCHASER SPECIFIC LEGAL RIGHTS AND YOU MAY HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE.
At MYVELOUSA eBikes, we pride ourselves on our exceptional customer support. We promise to do our best to treat you with fairness, patience, and respect in every interaction. We kindly ask that you do the same with all members of our staff.
MYVELOUSA eBikes reserves the right to refuse service, or to sell our products, to any customer who becomes belligerent, rude, or disrespectful. This can include but may not be limited to: suspension of warranty, issuance of refund, and/or termination of accounts/orders.
Bike Performance Disclaimer
The bikes listed range and top speed are estimates (not guarantees) of expected performance. Performance will vary with rider weight, cargo weight, rider /cargo shape (both contribute to drag), terrain, tire pressure, brake adjustment, throttle vs PAS usage, pedal power, battery charge level, ambient temperature and wind conditions. Under certain conditions it is possible to get ranges and top speeds that are different from the listed estimates.
Credit Card Chargebacks
If a credit card chargeback is requested on an order, and the customer is still in possession of the product or products within the order, the chargeback, refund, or credit will not be processed until the product has been returned to us. If we determine the customer will retain the product, the warranty may be suspended indefinitely based on the sole discretion of MYVELOUSA eBikes. In most cases, once the chargeback is resolved the warranty will resume from the original date of shipping as outlined in the warranty without any extension for the time the warranty was suspended.
Riding any kind of bicycle comes with inherent risks and dangers that cannot be predicted or avoided. These dangers could result in a serious accident, injury, or death of the rider. It is the sole responsibility of the rider to become properly educated and prepared to ride safely. Once in possession of the bike, MYVELOUSA eBikes strongly encourages and recommends that all customers have a certified and reputable bicycle mechanic complete a full inspection of each component on the bicycle to ensure it is safe for operation. MYVELOUSA eBikes makes no claims or guarantees that the brakes, battery, frame, motor, motor controller, display, electrical cables, electrical cable housings, fasteners, grips, fork, stem, shifters, headset, seat post, seat post clamp, handlebar stem clamp, saddle, wheel hubs, handlebars, spokes, rims, tires, tubes, derailleur, freewheel, cassette, throttle, kickstand, lights, reflectors, hardware, bottom bracket, or any other part or accessory, will be properly secured and adjusted upon arrival. Before every ride fully inspect your bicycle to ensure everything is secured and adjusted properly.
Under no circumstances is MYVELOUSA eBikes responsible for any damage resulting from damaged, defective, or improperly secured parts. This includes, but is not limited to, damage to personal property, personal injury, or death.