Return & Refund Policy

Return Policy

After your E-bike is delivered, you can start a return process within 30 days of delivery. We do not accept returns after 30 days. Before starting a return process, the customer needs to contact support@vitilanebike.com to get approval for the return. We will not accept returns without permission from Vitilan.

Regarding returns:

1. No return or replacement of electric bicycles will be provided after 30 days of receipt of the goods
2. Scratches, defective parts, and other damage caused by transportation are not reasons for returning
3. We do not provide any prepaid labels for customers who want to return products for personal reasons. We will assist the customer to solve the problem.
4. Due to quality problems, the customer does not need to bear the return shipping fee for the return of the electric bicycle that cannot be ridden normally.
5. Any return or replacement of electric bicycles requires customers to provide pictures or videos to explain the reasons. Thank you for your cooperation.
6. The returned goods need to keep the original packaging and original parts. If the box is lost or damaged, it is your responsibility to provide a new box at your own expense. If you return an item that is not in its original packaging, we, therefore, charge a 6% repacking fee. So we advise customers to keep the original box as much as possible under any circumstances.

7. If there are any defective parts with the ebike, we will provide new parts to help you.  If you elect to return the ebike rather than receive replacement parts, we will refund the cost of the ebike, but not the shipping cost. 

8. Customers are responsible for £250 in round-trip shipping costs for customer returns that are not quality issues.

Return Process:
1. Call or email the VITILAN customer service team in advance to describe the specific reason for your return. If it is a quality problem, you need to provide clear pictures or videos.
2. After receiving your message, the VITILAN customer service team will contact you. Please pay attention to answering calls, text messages, and emails.
3. After approval by our customer service team, we will provide you with a return label.
4. After we receive your returned goods and then check them seriously if it has no broken problem or damage, we will refund you within 3 working days. Normally, you will receive your refund on the same day, if you do not receive your refund within 24 hours after receiving our refund notification email, please contact us promptly.

Returns will not be accepted without authorization from the VITILAN customer service team.
Items may be lost if returned without approval. VITILAN Ebike is not responsible for returns that are not expressly approved.

Model Change
To be eligible for a replacement: Within 7 days of receipt, the e-bike must be unused, free from dirt, dust, or any scent, and in the same packaging and parts as you received it.
For replacement goods other than quality issues, you are responsible for paying the round-trip shipping cost, totaling £250. After 7 days, replacements are not approved under any circumstances.

Cases where no return policy is offered
1. Due to accident, abuse, misuse, misappropriation, abnormal use (including but not limited to stunt riding, racing, or other similar activities inconsistent with the intended use of the product), improper storage, abnormal exposure to liquids, chemicals, moisture resulting defects or damage, abrasives, sand or dirt, neglect or unusual physical, electrical or electromechanical stress;
2. Scratches, dents, or appearance damage caused by improper use by customers.
3. Product defect or damage caused by the use of accessories, products, or auxiliary or peripheral equipment not provided or approved by Vitilan for the product;
4. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment.
5. Defects or damage caused by external causes, such as collision, fire, flood, 

All e-bikes, batteries, and accessories shipped to our customers are brand-new and sealed well in boxes.

1. Unshipped Order's Cancellation: If any unshipped order (including pre-orders) is canceled at any time before delivery, we will charge a 5% platform fee.

2. The Shipped Out Order Can't Be Cancelled: Once the order is shipped out of the Toronto warehouse, we will not accept the request for cancellation of the order. If you are not sure whether your order has been delivered or not, you can consult our customer service team by email in advance.

3. Refund: After receiving the order package, if the refund request is made by the Canadian customer, we will not accept it. If there is any problem, you can contact our customer service staff through our Email to help you solve the product problems, and if necessary, we will ship the replacement parts to you to solve the problems.

4. Return and Exchange: We also do not accept requests to return and exchange products. We do not accept any return and exchange requests when the order has been shipped from the warehouse or the customer has received the order package.