Return and Refunds

If you need to cancel order or send back your package, we're ready to assist! As a rule, we allow exchanges, returns, or refunds to be requested within 14 days of the delivery date (based on the order tracking history).

Order/Package StatusRequirementsRefund Amount
Cancel orders
( before dispatch )
The order has not dispatch or shipped yetFull refund within 3 bussiness days
Dispatched
 ( in transit )
1. Reject the package upon arrival.
2. Package returned to our warehouse and pass quality inspection.
80% of the order amount (deduct 15% return shipping fee + 5% order processing fee)
Delivered1. Apply within 14 days of receipt of the order.
2. The package is unopened and Sealed.
3. The package is sent back and the return packing photos approved.
80% of the order amount (deduct 15% return shipping fee + 5% order processing fee)
Dead on Arrival (DOA)1. Apply return within 14 days of receipt of the order.
2. Support team confirm the defective via E-mail (please attach photos of defective in the E-mail).
 3. The package is sent back and the return packing photos approved.
Full refund within 3 bussiness days.
Vakole Bear the return shipping fee (arrange door-to-door pickup)

Returning Step

1.Reply to your order confirmation Email to request which products you would like to return.

2.The attachment provides picture/video proof: the packaging is unopened, the product is unassembled, the package surface is free of stains, watermarks, etc., and waiting for approval.

3.Provide the return tracking number (requires traceability ) and ship out within 10 days from return approval date. 80% 4.After the warehouse inspection is passed, the refund will be made within 3 working days

NOTE:
1. All returns must be authorized within 14 days of receipt of shipment.
2. A 20% restocking fee will be assessed on returns. Please call to get a return authorization BEFORE you send back the items. Authorized returns MUST be shipped within 10 days from return approval date to our shipping address. Unauthorized returns will be refused. Customer is responsible for all freight charges on refused or re-consigned shipments.

Note About the Refunds

* The processing time for the refunds is 1-2 business days after receiving the returned items.

* The refund time depends on the payment method. PayPal refunds may take up to 48 hours.

* Credit card refunds will take around 7-14 business days. The specific time depends on your credit card company and any intermediaries.

Special note for E-bikes Orders: 

* No returns after 14 days of receiving your order.

* No returns of assembled product
.
* Customer pays shipping both ways (Original shipping cost is withheld from refund). Subject to up to a 20% restocking fee (this is withheld from refund).

* Ebikes/Bikes that have been Registered in the Buyer's Name officially CANNOT be returned.

* No returns for small scratch or dirt, except in EXTREME cases of Breakage/Malfunction Returned items for a replacement or refund must be unopend、unassembled and in the original packaging.

* Products that were damaged due to improper handling/shipping will be deducted from your cost based on the damage situation of products.

NOTE: Repair the bike yourself without the approval of Vakole Team will void the return and refund policy. 

Please feel free to contact us.