Detailed close-up of SPACEVELO ebike in a lush forest, representing the Returns & Cancellations policy page.

SPACEVELO Return and Refund Policy


Welcome to SPACEVELO's comprehensive Return and Refund Policy. Our commitment to quality and customer satisfaction drives us to ensure that your experience with our products is exceptional. This policy is designed to provide clear and professional guidelines for managing returns and refunds, ensuring a straightforward process for our customers.

1. Order Cancellation

  • Before Shipment: Cancellations made before an order has been shipped are processed free of charge, allowing you flexibility in your purchasing decisions.
  • After Shipment: For orders that are refused upon delivery, SPACEVELO imposes a fixed fee of $250 per electric bike. This fee is considered a return processing charge and is instituted to cover logistical costs associated with the return of shipped products.


2. Return Window and Conditions
14-Day Return Window: SPACEVELO offers a 14-day return window for new and unused products, allowing for a full refund excluding shipping costs. To qualify for a refund, items must be returned in their original packaging and in the same condition as received.
Used Items: Products that have been used are eligible for return within 30 days of purchase. These returns are subject to the customer covering the return shipping costs and a restocking fee of 50% of the purchase price, reflecting the diminished resale value of used items.


3. Restocking Fees
New and Unused Items: Returns made outside the 14-day window for new and unused items will incur a restocking fee of 20% of the purchase price. This fee is applied to cover the costs associated with processing returns and restocking items.
Used Items: A restocking fee of 50% of the purchase price is applied to used items returned within the 30-day period, acknowledging the significant reduction in the item's value.


Non-Returnable Items
Exclusions: SPACEVELO does not accept returns on fashion wear (such as hats), all accessories, special orders, and used items, except in extreme cases of breakage or malfunction. Additionally, due to shipping carrier restrictions on high-capacity lithium-ion batteries, purchases of batteries are non-returnable.


4. Return Shipping Costs
Customers are responsible for covering the return shipping costs, which are non-refundable. SPACEVELO recommends using a trackable shipping service and purchasing shipping insurance to ensure the safe and confirmed return of your items.


5. Processing Returns and Refunds
Should a refund not appear in your account within two days of issuance, SPACEVELO encourages customers to contact their credit card company or bank. Delays can occur due to the processing times of different financial institutions, and we are committed to ensuring that your refund is processed efficiently.


SPACEVELO appreciates your business and is dedicated to ensuring that your experience with our products meets and exceeds your expectations. Our customer service team is here to assist with any questions or concerns regarding our Return and Refund Policy. We strive to make the return and refund process as seamless and customer-friendly as possible. 

Due to SPACEVELO operating multiple warehouses, the return address may vary. Please contact customer service directly for the correct return address.

 

GTSTAR INT'L LTD (SPACEVELO)

E-mail: info@spacevelo.com , shaopengli@spacevelo.com

Customer Service: +1 (424) 448-1083

Work time: Monday - Friday 9AM to 6PM

Return Address: 1552 N Alder Ave, Rialto, CA 92376, United States