Shipping, Refunds & Returns Policy
Shipping Policy
Overview
At Velox Powersports, we are committed to delivering your electric bike safely, securely, and as efficiently as possible. This Shipping Policy explains how orders are processed, prepared, shipped, tracked, and delivered.
Order Processing
Once your order has been confirmed:
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Orders are generally processed within 1–3 business days.
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You will receive confirmation when your bike has been prepared for shipment.
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Processing times may vary depending on product availability, order volume, inspection requirements, and destination.
For used bikes, processing begins after full payment has been received.
For new bikes reserved with a 30% deposit, shipment preparation begins once the outstanding balance has been paid in full.
Shipping Methods and Delivery Times
Velox Powersports works with trusted logistics providers to offer secure and reliable delivery.
Delivery estimates begin after the order has been processed and handed over to the carrier. Actual delivery times may vary depending on the destination, selected shipping method, carrier availability, weather, customs clearance, and other circumstances beyond our control.
Shipping Locations
We ship to multiple regions and international destinations, subject to carrier availability and local regulations.
Customers are responsible for providing complete and accurate delivery information. Additional shipping charges may apply to remote, restricted, or difficult-to-access locations.
International shipments may be subject to customs inspections, import duties, taxes, brokerage charges, or other fees imposed by the destination country. Unless otherwise stated, these charges are the customer’s responsibility.
Order Tracking
Once your order has been dispatched:
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A tracking number or shipment reference will be provided.
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You will be able to monitor the progress of your delivery.
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Our support team will assist with reasonable tracking enquiries or delivery concerns.
Tracking information may take some time to update after the shipment has been collected by the carrier.
Shipping Insurance
Shipments may require insurance coverage to protect the bike against loss, theft, or physical damage while in transit.
Any applicable insurance cost will be clearly communicated before shipment is finalised. Where an insurance amount is described as refundable, the applicable refund conditions must be confirmed in writing before payment.
Delivery Conditions
A signature and valid identification may be required at the time of delivery.
Customers must inspect the bike and packaging immediately upon arrival. Any visible damage, missing items, or delivery concerns should be noted with the carrier and reported to Velox Powersports within 48 hours of delivery.
Photographs, videos, delivery documents, and other supporting evidence may be required when submitting a damage claim.
Shipping Delays
Although we aim to meet all estimated delivery times, delays may occur due to:
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Severe weather conditions
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Customs inspections or clearance
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Carrier or logistics disruptions
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Public holidays
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Road closures
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Incorrect or incomplete delivery information
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Events beyond our reasonable control
Velox Powersports is not responsible for delays caused by third parties or circumstances outside our control. However, we will provide reasonable assistance in tracking the shipment and resolving delivery issues.
Incorrect Delivery Information
Customers are responsible for reviewing and confirming their shipping information before completing an order.
Velox Powersports is not liable for failed deliveries, delays, losses, or additional expenses resulting from an incorrect or incomplete address supplied by the customer.
Additional charges may apply for address corrections, storage, redirection, return shipping, or re-delivery.
Delivery Acceptance
Once a shipment has been delivered and signed for, the order will be considered received unless damage or missing items are reported within the stated inspection period.
By placing an order with Velox Powersports, the customer agrees to the terms outlined in this Shipping Policy.
Refunds & Returns Policy
Overview
At Velox Powersports, we are committed to providing high-quality electric bikes and a reliable purchasing experience. This policy explains the terms that apply to order cancellations, deposits, returns, exchanges, and refunds.
By placing an order with Velox Powersports, you confirm that you have read and agreed to the terms outlined below.
Order Cancellation
Orders may be cancelled only if processing, preparation, or shipment has not yet begun.
To request a cancellation, contact Velox Powersports as soon as possible. Cancellation requests are not automatically approved and will be reviewed based on the status of the order.
Once a bike has been inspected, prepared, customised, assigned for dispatch, or shipped, cancellation may no longer be possible.
Approved cancellations may be subject to administrative, payment-processing, inspection, preparation, or restocking fees.
Payment and Reservation Policy
New Bikes
A 30% deposit is required to reserve a new bike and confirm the order.
The deposit:
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Secures the selected model for the customer.
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Allows Velox Powersports to begin order allocation and preparation.
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May be refundable only within the agreed cancellation period and before processing begins.
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Becomes non-refundable once the bike has been allocated, ordered, prepared, customised, or scheduled for shipment.
The outstanding balance must be paid in full before the bike is dispatched or released for collection.
Used Bikes
Full payment is required for all used bikes to confirm the purchase and secure the selected model.
Because used bikes are generally unique, limited-stock items, they may be removed from sale immediately after payment is confirmed. Cancellation and refund eligibility will depend on whether inspection, preparation, documentation, or shipping arrangements have begun.
Return Eligibility
Due to the nature, value, size, and transportation requirements of electric bikes, returns are accepted only under specific conditions.
To qualify for a return:
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The return request must be submitted within 7 days of delivery.
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The bike must be unused, unregistered, unmodified, and in its original condition.
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The bike must be returned with its original packaging, charger, keys, manuals, accessories, and documentation.
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Valid proof of purchase must be provided.
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The return must receive written approval from Velox Powersports before it is shipped.
Velox Powersports reserves the right to inspect all returned products and reject any return that does not meet these conditions.
Used Bike Returns
Used bikes are sold based on their stated condition, mileage, age, specifications, inspection report, photographs, and disclosed signs of previous use.
Normal wear, cosmetic imperfections, mileage, and conditions disclosed before purchase are not considered defects.
A used bike may be eligible for return only if:
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It was materially misrepresented in the product description.
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It arrives with significant undisclosed damage.
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The customer receives a bike different from the one ordered.
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A return is otherwise approved in writing by Velox Powersports.
Damaged, Defective or Incorrect Orders
Customers must inspect the bike and packaging immediately upon delivery.
When a bike arrives damaged, defective, incomplete, or different from the item ordered:
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Notify Velox Powersports within 48 hours of delivery.
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Do not use, repair, modify, assemble, or register the bike.
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Retain all packaging and delivery materials.
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Provide clear photographs or videos of the bike, packaging, shipping label, and reported issue.
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Provide any requested delivery or inspection documentation.
After reviewing the claim, Velox Powersports may arrange a repair, replacement, exchange, partial refund, full refund, or another appropriate resolution.
Failure to report visible damage within 48 hours may affect eligibility for a claim.
Refund Process
Once a cancellation or return has been approved and the bike has been received and inspected:
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Refunds will normally be issued through the original payment method.
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Processing times may vary depending on the bank, card provider, payment processor, or financial institution.
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Original shipping, insurance, customs, handling, payment-processing, and delivery charges may be non-refundable.
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Approved fees, damages, missing items, or reductions in value may be deducted from the refund.
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Refunds will not be issued until the inspection process has been completed.
Non-Returnable Items
The following products and orders are generally not eligible for return or refund:
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Bikes that have been used, ridden, registered, damaged, or modified after delivery.
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Bikes returned without prior written approval.
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Bikes with missing packaging, chargers, keys, manuals, accessories, or documentation.
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Customised or specially ordered bikes.
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Clearance, final-sale, or specially discounted products identified as non-returnable.
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Damage caused by misuse, accidents, neglect, improper assembly, unauthorised repair, improper charging, or unsuitable storage.
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Normal wear and cosmetic conditions disclosed before the sale of a used bike.
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Deposits that have become non-refundable under this policy.
Return Shipping
Customers may be responsible for return shipping, collection, insurance, packaging, handling, and related costs unless the return results from an error by Velox Powersports or a verified delivery-related issue.
All authorised returns must be shipped using an insured and trackable transport service suitable for electric bikes and lithium-ion batteries.
Velox Powersports is not responsible for damage, loss, or delays affecting an unauthorised or improperly packaged return.
Return Authorisation
Products must not be returned without written authorisation from Velox Powersports.
Customers should contact our support team with the following information:
Return instructions and the approved return address will be provided after the request has been reviewed.
Policy Acceptance
By purchasing from Velox Powersports, the customer accepts this Returns, Refunds and Cancellation Policy, including the payment requirements for new and used bikes.
