Returns & Refund Policy
SPACEVELO Return and Refund Policy
Welcome to learn about SPACEVELO's comprehensive return and refund policy. We are committed to improving product quality and customer satisfaction to ensure that you have an excellent product experience. This policy is designed to provide clear and professional return and refund management guidelines to ensure that customers can complete all processes easily and conveniently.
Order Cancellation
1. Before delivery: Cancellations, before the order is shipped, can be processed free of charge, giving you flexibility in making purchase decisions.
2. After delivery: For rejected orders, SPACEVELO will charge a fee of 15% per electric bicycle. This fee will be considered a return processing fee to cover the logistics costs of returning shipped products.
Return Period and Terms
- SPACEVELO offers a 30-day return policy, which means you can request a return within 30 days of receiving the item.
- We accept returns for items that are new, unused, and slightly used, and must be in their original packaging. You must also provide proof of purchase.
- Please do not return any items without authorization.
- If the return is due to quality issues with our products, we will bear all costs and the logistics costs of returning the goods
Wrong Items Shipped: If we ship incorrect items:
• Free return shipping
• Priority reprocessing of the correct order
• Optional 10% compensation (store credit)
Return Exceptions:
1. Customized products
2. Batteries and accessories containing lithium batteries (for safety reasons)
3. Unpacked items that affect secondary sales (such as obvious wear and tear after trial), such as battery products, cannot be returned
Return Process:
- Send an email to our customer service email address info@spacevelo.com, clearly stating the reason for your return and your order details.
- Our customer service team will reply to you and provide the specific return address, guiding you to send the item back to our designated return location.
- Once we receive your returned item and complete the inspection, we will notify you via email whether the refund is approved. If approved, we will issue the refund to you within 5 business days.
E-bike Returns:
- Must use approved carriers (FedEx Ground/Freight)
- Battery must be detached and separately packaged
- Original foam protection required
Return Shipping Costs
1. The customer will be responsible for return shipping costs unless the return is due to a product quality issue. SPACEVELO recommends using a trackable shipping service and purchasing shipping insurance to ensure that the item is returned safely and securely.
2. If the returned item is partially damaged or missing accessories, we will make a partial refund based on the actual remaining value.
Restocking fee:
- If the return is due to quality issues with our products, we will bear all costs and the logistics costs of returning the goods
- Slightly used goods: Items that have been slightly used can be returned within 30 days of receiving the product. The customer must bear the shipping costs for returns and pay a restocking fee equivalent to 20% of the product price to reflect the reduction in the resale value of the slightly used goods.
- New, Unused Items: For new, unused items returned within 30 days of receiving the product, we do not charge any restocking fee. For new, unused items returned outside the 30-day return period, a restocking fee of 50% of the product price will be charged. This fee is used to cover the costs of processing returns and restocking.
Return and Refund Processing
SPACEVELO provides a 30-day return period for new and unused products, and a full refund (excluding shipping costs) is available. If a refund is not received within two days, SPACEVELO recommends that customers contact their credit card company or bank. Due to different processing times for different financial institutions, refunds may be delayed, and we are committed to ensuring that your refund is processed efficiently.
Refund Processing Time:
- Approved returns: Processed within 5 business days after receiving goods
- Payment provider processing: Additional 3-10 business days
Refund Method:
- All refunds will be issued to the original payment method
- Store credit option available upon request
SPACEVELO appreciates your business and is committed to ensuring that your product experience meets or exceeds your expectations. Our customer service team is always ready to answer any questions or concerns you may have regarding our return and refund policies. We are committed to making the return and refund process as smooth, convenient, and customer-friendly as possible.
Email: info@spacevelo.com
Customer service: +1(540)8248357
Working hours: Monday to Friday, 9 am to 6 pm
Return address: 11076 Venture Dr. Jurupa Valley, CA 91752, USA