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Refund/Return Policy

  1. 1. ORDER CANCELLATION

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.


Free returns within fourteen (14) days of delivery. To return an ebike that is not defective or damaged, you must contact VIRIBUS within fourteen (14) days of your receipt of the ebike. The ebike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it and must include all items that were inside the box (charger, keys, hardware, etc.). You must receive prior authorization and a prepaid return shipping label from VIRIBUS. Any warranty issues must be resolved prior to processing a return. Returns are not allowed after fourteen (14) days of the delivery date.

The customer needs to email VIRIBUS’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, VIRIBUS will email the customer a cancellation notification email. The customer shall not send a return package to VIRIBUS without receiving notification. VIRIBUS will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.

Purchased Products that have not yet shipped shall be subject to a ten percent (10%) processing fee.

  1. 2. MODEL REPLACEMENT & RETURN

Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

A) Minor damage to the outer packaging.
B) Minor scratches or paint loss on the product.
C) Damage to parts or wearing parts after excessive use.
D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
For non-quality issues, customer may ask for product replacement or return within 15 days after received it. A 10% processing fee will be applied but we can prevent it for the customer if a replacement order is received. The customer is also responsible for the return shipping cost.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

A) Fashionable wear (hats, etc)
B) All accessories
C) Special orders
D) Used items except in EXTREME cases of breakage/malfunction

  1. 3. Refund


Any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one ebike or multiple ebikes.
Refunds will be made after the Ebike is received and inspected.
Process. Please ship all approved returns using the shipping label provided during the return merchandise authorization process.

 

Only items purchased directly from VIRIBUSBIKES.COM online store will be accepted. For products purchased from authorized retailers, please contact them for returns.