Return & Refund Policy

Thank you for choosing our electric bikes!

1. Cancellation Before Shipment You may cancel your order for a full refund at any time BEFORE you receive the shipment confirmation email with tracking information (excluding pre-sale items). To ensure your cancellation is processed before the bike leaves our warehouse, you must contact our Customer Service team immediately.Please contact us at support@victripebike.com.

2. Cancellation After Shipment If you wish to cancel after your order has been dispatched, it will be treated as a return. In this case, the following terms apply:

Non-Refundable Fees: The original shipping fee we incurred to send the bike to you will not be refunded (this applies even if the bike was sold with ‘free shipping’).
Processing Fee: A 6% platform handling fee will be deducted from the refund.
Return Costs: You are responsible for all return shipping costs as detailed in our fee schedule below.

3. Policy Notice Please note that once a bike has been shipped, our policy is “All Sales Are Final” unless otherwise stated in this policy or required . We strongly recommend contacting us before taking any action (such as refusing delivery) to ensure your refund is processed correctly.

Pre-Order Cancellation Policy

For all pre-order items, we provide a 72-hour grace period for you to modify or cancel your order.

Within 72 Hours of Purchase: You may cancel your pre-order for a FULL REFUND. No fees will be applied.
After 72 Hours: Our system automatically captures the full payment to secure your inventory. At this point, the bank/platform charges a non-refundable processing fee. Therefore, any cancellation requested after the 72-hour window will be subject to a 6% cancellation fee (deducted from the total refund).
Automatic Confirmation: If we do not hear from you within 72 hours, your pre-order is considered confirmed and will be processed for the upcoming shipment.

How to Cancel: Please contact our support team at support@victripebike.com within the grace period to ensure a full refund.

Shipping & Cancellation Policy

Before Shipment

If your order has not yet shipped, you may contact us through the “Contact Us” page to request a cancellation or modification.
Please confirm your cancellation/modification request before contacting us.
No fees will be charged for cancellations or modifications made before the order is shipped.

After Shipment

Once your order has been shipped (meaning you have received the tracking email), the package has been picked up by the carrier. Please note that even if the package is in transit, the tracking page may temporarily show “Label Created.”

We will do our best to intercept the shipment upon request; however, interception is not guaranteed. If the package is successfully intercepted and returned to our warehouse, the following fees will be deducted from your refund:

6% Platform Processing Fee
Return Transportation Fee: (€200 or €300, depending on the model)
- R6 / R5 / R5S / T5 / T5S / Titan S: €200 per bike
- R6 Pro / T1 / Mimas / T6 / R5 Pro: €300 per bike

If you wish to modify your order after shipment, the package must first be intercepted and returned to our warehouse. We can then re-ship your order to the updated address. In this case, a one-way shipping fee will apply.

If interception fails, please refuse the package upon delivery. Once the package is returned to our warehouse and passes inspection, we will process your refund or reshipment.

Fees Explanation

The following fees are provided to help customers understand the cost structure related to order cancellations, modifications, or returns. These fees are not applied to all customers, nor are they all charged simultaneously.

One-Way Shipping Fee:

- R6 / R5 / R5S / T5 / T5S / Titan S: €100 per bike
- R6 Pro / T1 / Mimas / T6 / R5 Pro: €150 per bike
Interception Service Fee: €30 per package (charged by the carrier even if interception fails)
Return Shipping Fee (After Successful Interception):
- R6 / R5 / R5S / T5 / T5S / Titan S: €100 per bike
- R6 Pro / T1 / Mimas / T6 / R5 Pro: €150 per bike
Platform Cancellation Fee: 6% of the total order amount

If You Voluntarily Refuse Delivery

If you refuse delivery for reasons other than package damage or shipping errors, the following non-refundable costs will be deducted from your refund:

A Fixed Return Shipping Fee:
- R6 / R5 / R5S / T5 / T5S / Titan S: €200 per bike
- R6 Pro / T1 / Mimas / T6 / R5 Pro: €300 per bike
A 6% Payment Processing Fee

We will issue the remaining refund once the package returns to our warehouse and passes a quality inspection.

Return Logistics & Procedures

1. Return Shipping Options

Victrip provides two options for returning your order:

Option A: Victrip-Arranged Return. We will provide a return shipping label, and our designated carrier will collect the package.
Option B: Customer-Arranged Return. You may choose to arrange the return shipment yourself.
- Customer Responsibility: If you choose this option, you are solely responsible for the safety and successful delivery of the package.
- Requirements: You must select a service with Signature Confirmation. We highly recommend purchasing Shipping Insurance, as Victrip will not be held liable for any damage, loss, or transit accidents for shipments arranged by the customer.

2. Mandatory Return Authorization

DO NOT return any product without prior written authorization from Victrip.

To initiate a return or cancellation, you must email our support team at: support@victripebike.com.
Victrip will issue a formal Cancellation/Return Notification email once approved.
Unauthorized Returns: Any shipment sent back without written authorization will be rejected. Victrip is not responsible for any lost packages, unrecognized shipments, or related storage/transportation fees resulting from unauthorized returns. This will directly affect or void your refund.

3. Packaging & Condition Requirements

To ensure a successful refund, please adhere to the following:

Original Packaging: The e-bike must be properly packed in its original box.
Complete Accessories: All manuals, tools, and especially remotes and keys must be included.
Deductions: Missing accessories or damage caused by improper packaging will be deducted from the final refund amount.
Ordering Errors: If you ordered a product by mistake, all fees outlined in this policy (shipping, handling, and interception fees) still apply.

Return & Refund Policy

1.1 Eligibility & Return Window

Return Application: All return requests must be made within 14 days of delivery. Requests beyond this period will not be accepted.
Final Completion: The return process must be finalized and the bike dispatched within 30 days of the original delivery date.
Usage Limit: To qualify for a return, the e-bike must have less than 20 miles (32 km) of total riding distance.
Condition: The bike must be free of dirt, dust, odors, or any signs of usage and must remain in its original condition.

1.2 Non-Eligible Conditions (Normal Wear & Tear)

The following are considered normal conditions and are not eligible for free replacement or refund:

a. Minor damage to outer packaging.
b. Small scratches or minor paint imperfections (common in large-item shipping).
c. Normal wear and tear of parts (tires, brake pads, etc.) after regular use.
d. Natural deterioration of components after certain mileage/usage.
e. Minor issues that can be resolved by simple adjustments or replacement parts.

1.3 Products Strictly Ineligible for Return

Unless a major quality defect is verified, the following cannot be returned:

Products purchased from unauthorized dealers or non-official channels.
Products damaged due to human factors, misuse, unauthorized disassembly, or modification.
Special/custom orders, promotional/discounted items, or gift cards.
Free gifts or giveaway items.
All non-bike accessories (including but not limited to helmets, lights, Rear basket,locks, phone holders, and tool kits etc.) are final sale and are not eligible for return or exchange unless a manufacturing defect is present.

1.4 Packaging Requirements

Original Packaging: We strongly recommend returning the bike in its original packaging.
Alternative Packaging: If you no longer have the original box, you must use a suitable, sturdy bike box. You are required to provide photos of the packed box, along with its exact dimensions (L × W × H) and weight, before we can generate a return label.
Carrier Compliance: If incorrect parcel dimensions are provided by the customer, any resulting carrier penalties will be shared between the customer and Victrip.

Quality-Related Issues

If you believe your Victrip product has a quality issue, please contact us via our official "Contact Us" page.
Parts First: For issues resolvable by replacing parts, Victrip will prioritize sending replacement parts and providing technical guidance.
Major Defects: If the frame is damaged due to a quality issue or the bike remains non-functional after parts replacement, Victrip will cover the return shipping costs.
Note: We do not cover labor fees from third-party repair shops unless pre-approved in writing by Victrip.

Non-Quality Related Returns

If you wish to return the bike due to personal preference, size, or other non-quality reasons:

Shipping & Handling Fees: The following fees will be deducted from your refund:
- R6 / R5 / R5S / T5 / T5S / Titan S: €200 fixed return fee + 6% processing fee.
- R6 Pro / T1 / Mimas / T6 / R5 Pro: €300 fixed return fee + 6% processing fee.
Used E-Bike Policy: We do not accept unconditional returns for used e-bikes. For used units, we provide technical support and replacement parts. If all solutions fail, we will negotiate a reasonable resolution on a case-by-case basis.

Packaging Requirements & Penalties

Original Packaging: We strongly recommend using the original box.
Packing Standards: Do not use deformed boxes, excessive rope, or shrink wrap. Carriers (like FedEx/UPS) may impose heavy penalties for non-standard packaging or dimensional inconsistencies.
Liability: If incorrect parcel dimensions are provided by the customer, any resulting carrier penalties will be shared between the customer and Victrip.

Warranty, Fraud & Special Policies

1.1 Modifications & Warranty

Unauthorized Modifications: Any modifications to the electrical system, frame, or motor that cause damage or functional issues are not covered under warranty and will void your return eligibility.
Chargeback / Dispute Impact: Filing a chargeback or payment dispute before attempting to resolve the issue with our support team may lead to the permanent cancellation of your 1-year warranty. We encourage direct communication to resolve any concerns.

1.2 Refund Verification Process

Warehouse Inspection: Refunds will only be issued after our warehouse confirms receipt and completes a quality inspection.
Tracking Status: We do not issue refunds based solely on the carrier’s “Delivered” status.
Timeline: Once tracking shows “Delivered,” our warehouse typically completes verification within one week. Upon approval, your refund will be processed within 1–5 business days.

1.3 Fraud Prevention Measures

High-Risk Alerts: If an order is flagged as "High-Risk" by our security system, Victrip reserves the right to cancel the order, refuse shipment, and issue a full refund immediately. If you believe this is an error, please contact us. We recommend using PayPal to minimize false fraud alerts.
Medium-Risk Alerts: Our team will contact you via email for additional verification. If no response is received within 3 days, the order will be cancelled and refunded for your security.

1.4 Price Match Policy

We strive for transparent pricing. If you find the same model listed at a lower price on our website after your purchase, you may request a price adjustment.

Eligibility:
1. Must be purchased directly from victripebike.com.
2. Applies only to brand-new e-bikes (excludes clearance, open-box, or used units).
3. Excludes price comparisons from third-party marketplaces (eBay, Amazon, etc.) or during major promotional periods (e.g., Black Friday).
Adjustment Window:
- Within 7 days of purchase: We will refund the price difference upon verification.
- After 7 days: Price adjustments are unavailable, but a free gift may be offered as compensation.
How to Apply: Contact us at https://victripebike-eu.com/pages/contact with your order number and a screenshot/link of the lower price.

Customer Support

If you have any questions or concerns regarding our Return and Refund Policy, please do not hesitate to reach out to our team:
Email: support@victripebike.com
Contact Page: https://victripebike-eu.com/pages/contact