Return Policy
XVELO Return & Refund Policy
XVELO is an authorized U.S. online retailer of selected electric bike, electric dirt bike, electric scooter and electric mobility brands, including OOTD, 79BIKE, ZAWES, Y-VOLT and QLIFE.
Because XVELO works with multiple manufacturers and authorized fulfillment partners, voluntary return windows, acceptable product condition, return shipping costs and certain return-related fees may vary by brand.
This policy explains the conditions applicable to purchases made directly through us.xvelogo.com.
XVELO remains your point of contact for return requests, refunds, damaged or incorrect orders and after-sales assistance for products purchased directly from us.
1. Voluntary Returns vs. Product Problems
This policy distinguishes between a voluntary return and a return or remedy requested because a product is defective, damaged in transit or incorrectly supplied.
Voluntary Return
A voluntary return includes situations such as:
- Changing your mind after purchase
- Ordering the wrong model or specification
- Deciding that the product no longer suits your needs
- Wanting a different model after receiving an otherwise correct product
Voluntary returns are offered under XVELO's commercial return policy and are subject to the applicable brand-specific conditions described below.
Damaged, Defective or Incorrect Product
If a product arrives damaged, has a confirmed manufacturing or functional defect, or is different from what you ordered, please refer to Section 5 of this policy.
2. Brand-Specific Voluntary Return Summary
The following conditions apply to voluntary returns requested for products that are not defective, damaged in transit or incorrectly supplied.
| Brand | Return Request Window | Permitted Use | Typical Customer Cost |
|---|---|---|---|
| OOTD | 30 days from delivery | Unused or less than 10 km / 6.2 miles | Customer generally pays voluntary return shipping |
| 79BIKE | 14 days from delivery | Unused | Customer return shipping; deductions may apply if condition requirements are not met |
| ZAWES | 14 days from delivery | New/unused or, where eligible, less than 10 miles with no material signs of use | Round-trip shipping and a 15% processing/restocking deduction may apply |
| Y-VOLT | 14 days from delivery | Unused/like-new or less than 10 miles, subject to condition requirements | Standard non-quality bike return fee is currently $500 per bike |
| QLIFE | 14 days from receipt | Unridden, unused and in unopened original packaging | $200 return shipping fee under current Qlife non-quality return terms |
3. Detailed Brand Return Conditions
OOTD
OOTD voluntary return requests must generally be submitted within 30 days after delivery.
To qualify, the product must normally:
- Be unused or, for an eligible electric scooter, show less than 10 kilometers (approximately 6.2 miles) on the display
- Be in substantially the same condition in which it was received
- Include the original packaging, charger, keys, hardware and other supplied components
- Show no unauthorized modification or customer-caused damage
- Include proof of purchase from XVELO
For a non-defective voluntary return, the customer is generally responsible for the applicable return shipping cost.
Certain separately purchased OOTD accessories, promotional gifts or other items designated as non-returnable may not qualify for a voluntary return.
79BIKE
79BIKE voluntary return requests must generally be submitted within 14 days after delivery.
To qualify for a voluntary return, the product should:
- Remain unused
- Remain in substantially the condition in which it was delivered
- Be returned in its original packaging
- Include all chargers, keys, manuals, hardware and originally supplied components
- Show no modification, accident damage or misuse
The customer is generally responsible for voluntary return shipping.
If a returned product is no longer in the condition in which it was supplied, a deduction reflecting loss in value may apply. Under the current 79BIKE manufacturer policy, such a deduction is typically around 15% where applicable.
Used 79BIKE products may not qualify for a voluntary return. If a product has been used and is experiencing a technical problem, the matter should normally be handled as a warranty or product-support claim rather than a voluntary return.
Separately purchased 79BIKE accessories may be treated as final sale where indicated at the time of purchase.
ZAWES
ZAWES voluntary return requests must generally be submitted within 14 days after delivery.
New and unopened products should remain unused and include all original packaging, accessories, manuals, hardware and supplied items.
An opened product may qualify for a voluntary return only where the applicable return conditions are satisfied, including:
- Less than 10 miles shown on the odometer
- No significant wear, stains, scratches or other material signs of use
- No unauthorized modifications
- All original accessories and supplied components are included
- The original shipping box and protective packaging are retained
For an eligible non-defective voluntary return, the customer may be responsible for the actual round-trip transportation costs associated with the order.
A 15% processing/restocking deduction may also apply to an eligible voluntary return in accordance with the applicable ZAWES return conditions.
Y-VOLT
Y-VOLT voluntary return requests based on preference or change of mind must generally be submitted within 14 days after delivery.
To qualify, the product must generally:
- Be unused or remain in like-new condition
- Show less than 10 miles on the odometer
- Show no material wear, dirt, scratches, damage or unauthorized modification
- Include the charger, keys, hardware, manuals and other originally supplied components
- Be returned with intact original packaging
For a customer-initiated return that is not related to a product defect, shipping damage or XVELO fulfillment error, the standard Y-VOLT return cost is currently $500 per bike.
Quality-related issues are handled separately from voluntary change-of-mind returns. Contact XVELO before arranging any shipment so that we can determine the appropriate repair, replacement, return or other remedy.
QLIFE
QLIFE non-quality return requests must generally be made within 14 days after receipt.
Eligible products must be unridden, unused, in unopened original packaging, free from signs of use, and returned with the originally supplied accessories.
Qlife's current terms list a $200 return shipping fee for an eligible non-quality return. Used products are not accepted for non-quality returns.
Eligible defects reported within 14 days are handled as return or replacement matters; later quality issues are generally handled through warranty support.
4. General Requirements for Voluntary Returns
In addition to the applicable brand-specific conditions above, all voluntary returns must meet the following requirements:
- The return request must be made within the applicable return window
- The product must meet the applicable brand's condition and mileage requirements
- The customer must provide a valid XVELO order number or other proof of purchase
- The product must include all required accessories, components, keys, chargers and hardware
- The product must not have been materially modified or damaged through misuse, accident, improper assembly or unauthorized repair
- XVELO must approve the return and provide the correct return instructions before the product is shipped
A product being offered for sale with free outbound shipping does not necessarily mean that voluntary return transportation is also free.
5. Damaged, Defective or Incorrect Products
Please inspect the package and product as soon as reasonably possible after delivery.
If a product arrives damaged, defective, incomplete or different from what you ordered, contact XVELO Support as soon as possible, preferably within 7 days of delivery for visible shipping damage or missing items.
Please provide:
- Your XVELO order number
- The product model
- A clear description of the issue
- Photographs of the product and affected area
- Photographs of the outer packaging and shipping label where relevant
- Video evidence where reasonably necessary to demonstrate a technical issue
- The product serial number or identifying label if requested
XVELO will review the information and coordinate the appropriate remedy with the applicable brand or fulfillment partner where necessary.
Depending on the issue, a remedy may include:
- Troubleshooting assistance
- Replacement parts
- Repair support
- Replacement of a defective component
- Product exchange
- Authorized return
- Full or partial refund, where appropriate
A restocking or change-of-mind return fee will not be imposed solely because a product is confirmed to have arrived damaged, defective or incorrect.
If physical return of the product is required, XVELO will provide specific return instructions and advise you of the applicable shipping arrangement before the product is sent.
6. Return Shipping Costs
Voluntary Returns
Unless stated otherwise in the applicable brand section, customers are responsible for transportation costs associated with a voluntary return.
Electric scooters and electric dirt bikes are large, heavy products containing lithium batteries. Return transportation can therefore cost substantially more than ordinary parcel shipping.
Depending on the brand, return costs may be calculated as:
- The actual carrier cost
- Outbound and return transportation costs
- A predetermined brand-specific return fee
- A combination of applicable transportation and processing costs
Any applicable brand-specific fee disclosed in this policy will be considered when calculating the refund.
Defective, Damaged or Incorrect Products
Where a return is required because of a confirmed manufacturing defect, shipping damage, incorrect item or other fulfillment error, XVELO will provide return instructions and determine the appropriate shipping arrangement in accordance with the applicable brand terms and applicable law.
Do not independently arrange an expensive freight or international return and expect reimbursement unless XVELO has specifically approved the shipment and cost in advance.
7. Return Authorization
All returns require prior authorization from XVELO.
To request a return:
- Contact XVELO Support
- Provide your XVELO order number
- Provide the product model
- Explain the reason for the return
- Provide photographs or video if requested
- Wait for XVELO to confirm eligibility and return instructions
- Ship the product only after receiving authorization
This is particularly important for products shipped internationally. For example, a product originally fulfilled from China does not necessarily need to be returned to the original international shipping address.
Unauthorized returns or products sent to an incorrect warehouse may be refused, delayed or subject to additional transportation costs.
8. Original Packaging & Return Preparation
We strongly recommend keeping the original product box and protective packaging at least until the applicable voluntary return period has expired.
Several brands sold by XVELO require the original packaging for a voluntary return.
Where applicable, the returned shipment should contain all originally supplied items, including:
- Battery
- Charger
- Keys
- Display or controls
- Tools
- Manuals
- Hardware
- Accessories supplied with the vehicle
- Promotional items where the applicable return requires them
The customer may be responsible for damage occurring during customer-paid return transportation where the product was inadequately packaged.
When arranging a customer-paid return, use a trackable shipping method suitable for the product and lithium battery being transported and keep proof of shipment.
9. Refund Amount & Possible Deductions
The refund amount depends on the reason for return, applicable brand policy, product condition and any previously disclosed return-related costs.
Where applicable, deductions may include:
- Customer-responsible return shipping costs
- Brand-specific round-trip transportation costs
- Disclosed processing or restocking fees
- Loss in value caused by use beyond the applicable return condition
- Missing accessories, components, chargers, keys or hardware
- Customer-caused cosmetic or mechanical damage
- Damage caused by unauthorized modification
- Costs caused by inadequate customer return packaging
A deduction will not automatically apply to every return. Where a condition-based deduction is necessary, it will depend on the actual condition of the returned product and the applicable return terms.
10. Refund Processing
Once a returned product reaches the designated warehouse, it must be inspected before the refund is approved.
After an eligible return has been inspected and approved, XVELO normally initiates the applicable refund within approximately 3–10 business days.
Refunds are normally issued to the original payment method.
After XVELO submits the refund, additional time may be required for the funds to appear in your account depending on your:
- Bank
- Credit or debit card issuer
- PayPal account
- Payment provider
- Financial institution processing schedule
XVELO does not control bank or payment-provider posting times after a refund has been successfully submitted.
11. Order Cancellation Before Shipment
Contact XVELO Support as soon as possible if you wish to cancel an order.
Cancellation eligibility and applicable processing costs vary by brand and fulfillment stage.
| Brand | Before Shipment | After Shipment / Refused Delivery |
|---|---|---|
| OOTD | XVELO will attempt to stop fulfillment before shipment; no cancellation can be guaranteed once processing is complete | Order generally must be handled under the applicable return procedure |
| 79BIKE | A 3% cancellation fee may apply | A 10% processing/restocking fee may apply to cancellation or refusal after shipment, together with applicable transportation costs |
| ZAWES | Where cancellation remains possible, a 3% payment processing deduction may apply | Once assigned for shipment, outbound and return transportation costs may apply |
| Y-VOLT | A 5% processing fee may apply | Current Y-VOLT terms provide for a $500 per-bike shipping charge after shipment |
| QLIFE | Full refund if cancellation is completed before shipment | Additional Qlife interception, refusal or return charges may apply once fulfillment has progressed |
If the warehouse has already processed or transferred an order to a carrier, XVELO may be unable to cancel the shipment even if tracking has not yet begun updating.
12. Refused Deliveries
Please contact XVELO before refusing an otherwise undamaged shipment.
Refusing delivery because of a change of mind does not automatically convert the order into a free cancellation.
Where permitted under the applicable terms, the customer may be responsible for outbound shipping, return transportation, carrier fees, storage costs, processing charges or other reasonable logistics costs created by an unauthorized refusal.
Brand-specific refused-delivery costs may apply. For example, the current Y-VOLT manufacturer return terms list a $600 return shipping charge for a customer-refused package.
If a shipment arrives with serious visible transportation damage, do not treat it as a normal change-of-mind refusal. Photograph the carton and contact XVELO Support promptly for instructions.
13. Exchanges
Exchange availability varies by brand, model, inventory and product condition.
Where an exchange is requested solely because the customer prefers a different model or color, shipping or exchange charges may apply.
Y-VOLT's current manufacturer terms, for example, provide a $300 per-item exchange charge for an eligible color change within the applicable period, with any product price difference charged separately where the model is changed.
Contact XVELO before purchasing a second vehicle or shipping the original vehicle back.
14. Items That May Not Qualify for Voluntary Return
Subject to applicable law and the applicable brand conditions, a voluntary return may be refused for:
- Products purchased from another seller
- Products outside the applicable voluntary return period
- Products exceeding the applicable mileage limit
- 79BIKE products that have been used
- QLIFE products that do not meet the applicable unused-condition requirements for a non-quality return
- Products materially damaged after delivery by the customer
- Products with unauthorized electrical or mechanical modifications
- Products missing required original components or accessories
- Products missing required original packaging where the applicable brand requires the packaging for return
- Customized or special-order products where identified as such
- Gift cards
- Accessories or promotional items identified as final sale or non-returnable before purchase
A promotional price or discount code alone does not automatically make a product non-returnable unless the item was clearly identified as final sale or otherwise subject to a disclosed return restriction.
15. Products Purchased From Other Sellers
XVELO can process returns and refunds only for orders placed directly through us.xvelogo.com.
If you purchased an OOTD, 79BIKE, ZAWES, Y-VOLT or QLIFE product from:
- The manufacturer's own website
- Another authorized dealer
- A marketplace
- A local store
- A private or second-hand seller
please contact the original seller regarding the return or refund.
Warranty eligibility and after-sales procedures may also depend on the original sales channel.
16. Warranty Claims Are Separate From Voluntary Returns
A voluntary return period and a manufacturer's limited warranty serve different purposes.
A product that develops an eligible manufacturing fault after its voluntary return period has expired may still qualify for warranty assistance.
Depending on the product, brand and issue, warranty support may include:
- Remote diagnosis and troubleshooting
- Replacement parts
- Repair assistance
- Replacement of eligible defective components
- Other remedies available under the applicable warranty
QLIFE Warranty Summary
Qlife's current published manufacturer warranty generally provides 1 year of coverage against eligible defects in materials and workmanship under normal use. Qlife also publishes a 1-year frame replacement warranty and a 1-year pro-rated battery warranty.
Coverage may exclude normal wear, cosmetic damage, corrosion, accidents, misuse, unauthorized modifications, improper assembly or maintenance, unapproved accessories and certain battery misuse or charging conditions. Qlife also requires shipping-damage claims to be reported with supporting evidence within 7 days of receipt.
Please review the applicable XVELO Warranty Policy for further information.
17. How to Request a Return or Refund
To start a return, refund or product-problem request, contact XVELO Support and provide:
- Your order number
- Product brand and model
- Reason for the request
- Current odometer or mileage where relevant
- Description of any defect or damage
- Supporting photographs or video where applicable
Please wait for written return instructions before shipping the product.
18. U.S. Consumer Rights
This Return & Refund Policy describes XVELO's commercial return and refund procedures for purchases made through our U.S. website.
Nothing in this policy is intended to exclude, restrict or waive any non-waivable right or remedy available under applicable U.S. federal, state or local law.
Where applicable law provides a customer with rights or remedies that cannot legally be limited by this policy, those rights and remedies will remain unaffected.
19. Contact XVELO Support
For return, refund, damaged-product or after-sales inquiries, contact:
XVELO Support
Email: support@xvelogo.com
Website: us.xvelogo.com
Contact: us.xvelogo.com/pages/contact
Please include your XVELO order number so that we can locate the order and applicable brand information as quickly as possible.