Return & Refund Policy

Refund Policy, Warranty and Returns

Veloz Electric offers a 2-year warranty covering manufacturer faults of the frame exclusively, and a 1-year warranty covering manufacturer faults of the electric components.
 All guarantee terms apply.

Returns

Once you receive your product, if you are not completely satisfied, you are welcome to return it within 7 days of delivery.

Conditions for return:

  • The product must show no signs of usage.
  • It must be in its original packaging.
  • The buyer is responsible for all shipping costs related to the return.
  • Return terms apply.

Non-returnable items

  • Gift cards
  • Downloadable software products
  • Health and personal care items

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer directly.

What We Don’t Cover

We do not cover:

  • Damage or failure due to misuse (collisions, jumps, heavy shaking, poor storage).
  • Damage caused by failure to service or maintain the product (including missing the 6-month free service).
  • Damage caused by natural disasters (storms, floods, etc.).
  • Normal wear and tear, including tyres, brake pads, and consumables.
  • Labour charges for installation or replacement of parts.
  • Shipping costs for returning products or parts.
  • Accessories or chargers (not part of the main scooter/bike).
  • VIN number removal or tampering.
  • Products that have been opened, altered, or modified.
  • Damage caused by water exposure. Our products have some protection against dust and light rain but are not waterproof.
  • Damage caused by overloading (two or more riders).
  • Expired warranty (1 year for electronic components, 2 years for frame).
  • Failure to service or maintain at an authorised bike/scooter dealer.
  • Exceeding weight or technical limits stated in the manufacturer’s manual.

Need Help or Have a Question?

Simply contact us for any assistance.

What Happens When I Have a Warranty Problem?

  1. Contact a member of our team to help diagnose the issue.
  2. If a manufacturer fault is confirmed, we’ll ship out the replacement part.
  3. If the fault requires a technician, we will direct you to one of our authorised dealers, a local bike store, or a qualified technician for further inspection.
  4. If the customer rejects the assessment, the warranty will not apply.

Need a Part?

We stock most parts for our products.
If you need a replacement, contact our Support Team for a quote.
 Parts will soon be available directly on our website for easy online ordering.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you.
We will also inform you whether your refund has been approved or rejected.

If approved, your refund will be processed and credited to your original payment method within a few business days.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Re-check your bank account.
  2. Contact your credit card company (it may take a few days to post).
  3. Contact your bank — processing times can vary.

If you still haven’t received it, please contact us at contact@velozelectric.com.au.

Sale Items

Only regular-priced items may be refunded.
Unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.
If you need to exchange it for the same item, please email:
📩 contact@velozelectric.com.au

and send your item to:
📦 42/22A McArthurs Road, Altona North, VIC 3025, Australia

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift, or was sent to the gift giver, the refund will be issued to the original purchaser.

Shipping

To return your product, please mail it to:
📍 22A/42 McArthurs Road, Altona North, VIC 3025, Australia

Note:

  • You are responsible for paying your own shipping costs for returns.
  • Shipping costs are non-refundable.
  • If you receive a refund, the cost of return shipping will be deducted.
  • Delivery time for exchanges may vary depending on your location.
  • For items over $75, we recommend using a trackable shipping service or shipping insurance.
     We cannot guarantee receipt of returned items without tracking.

Team Fair Treatment and Behaviour Policy

Veloz Electric maintains a zero-tolerance policy toward any form of aggressive or abusive behaviour, including verbal abuse, threats, intimidation, physical violence, or harassment toward any team member.

Any individual found engaging in such conduct will be banned from all Veloz Electric stores and may face legal action if necessary.
This policy ensures a safe, respectful, and professional environment for our entire team.

Contact Information

Veloz Electric
📍 Address: 91 Princes Hwy, St Peters NSW 2044, Australia
📩 Email: contact@velozelectric.com.au