Refund policy

Not satisfied with your purchase?

We'd love to hear how we can improve. You can return your unused item within 14 days of receipt or send us a photo clearly showing the defect. We'll review the photo and, in most cases, find a solution that doesn't require a return. Refunds will be credited to your account within five business days after we receive the item or our customer service team has reviewed the photo.

Returns by Mail

You have up to 14 days from the delivery date to exchange your product for a different size or variant, or to request a refund, provided it was delivered to a pickup point near you.

Note:

The right of withdrawal may be excluded or expire for certain products for reasons of hygiene, health protection, or safety.

Items purchased as part of a bundle or promotional offer cannot be returned separately or individually. Items involving personal contact, such as saddles, grips, helmets, hygiene products, cosmetics, and other sealed goods, can only be returned if the product is unused and the original seal remains intact. If the seal has been broken or the product has been used, the right of withdrawal no longer applies.

Liquids, gels, lubricants, oils, and liquid care products can only be returned if they are unused and still in their original sealed packaging. Opened, unsealed, or used liquids and gels are excluded from returns for hygiene and safety reasons.

E-bike and bicycle accessories that have already been assembled, installed, or used cannot be returned for safety reasons.

Important! Please contact us before sending anything to our general returns address: Sepapaja tn 6, 15551 Tallinn, Harju County, Estonia, so we can confirm whether your item is eligible for return.

1. CONTACT

info@velotix.de

Please contact us first by email to obtain the correct return address. Since we ship from multiple warehouses, we need to determine which facility your order was shipped from.

2. PREPARE THE PACKAGE

Pack the item as carefully as possible, preferably in its original packaging, and include a note with your order number inside. As the sender, you are responsible for the return shipment. Please always request a tracking number from your shipping provider when returning the package. Once the package has been shipped, please contact us at info@velotix.de and let us know if you prefer a refund or an exchange.

3. RETURN

Drop off your package at the nearest post office or parcel shop. Once it arrives at our warehouse, we will process your exchange or refund as quickly as possible.

Cancellations

To cancel an order, please contact us immediately at info@velotix.de. If you cancel within 24 hours of placing your order, we can issue a full refund immediately. After this timeframe, the item must be returned to us after delivery.

Shipping Costs

Return shipping costs are the customer's responsibility and are non-refundable. If a refund is issued, the original shipping fee will be deducted from the total amount. Delivery times for exchanges may vary depending on your location. We strongly recommend using a trackable shipping method or purchasing shipping insurance for your return.