Refund policy

Refund Policy, Warranty and Returns

Veloz Electric covers its products with a 2-year warranty against manufacturer faults on the frame only, and a 6-month to 1-year warranty against manufacturer faults on the electrical components. For VALK and LGD brands, the warranty is strictly limited to 6 months only.

What Happens When I Have a Warranty Problem?

  • Contact Us: Contact a member of our team via website webchat for assistance diagnosing the problem.
  • Parts Replacement: If a manufacturer fault is confirmed, we will arrange to ship the replacement part.
  • Authorised Service: If the fault requires professional diagnosis, repair, or installation, we will direct you to one of our authorised dealers, a local bike or scooter store, or a qualified technician.
  • Exclusivity Clause: All products must be assessed exclusively at an authorised repair service centre we nominate. If the customer declines the assessment or sends the product to a third-party repairer without written approval, the warranty will be void.
  • Repair Timelines: If the product can be repaired within a reasonable timeframe once the replacement part is available, it will not qualify for a full or partial refund.
  • Refund Conditions: Standard refund conditions apply to all warranty returns.

What We Don’t Cover

  • Damage or failure due to misuse, such as collisions, jumps, heavy shaking, abrasion, or improper storage.
  • Damage caused by failure to service or maintain the product, including not taking the complimentary 6-month service.
  • Damage caused by natural disasters, such as storms, fires, or floods.
  • Normal wear and tear from general use, including tyres, brake pads, and other consumables.
  • Labour costs involved in installing replacement parts.
  • Shipping costs to return products or parts to us.
  • Chargers, as they are not covered under the product warranty.
  • Products with the VIN or serial number removed, altered, or defaced.
  • Products that have been opened, altered, or modified by non-authorised personnel.
  • Damage caused by water. While our products offer protection against dust and moisture, they are not waterproof.
  • Damage caused by overloading, including carrying two or more riders at the same time.
  • Products outside the specified warranty period.
  • Failure to service or maintain the product through an authorised dealer.
  • Exceeding the weight limit or technical specifications stated in the manufacturer’s manual.

Need a Part?

We stock most parts for our products. If you need a replacement part, please contact our support team through the website webchat for a quote. Parts will soon also be available for direct purchase through our website.

Refunds and Returns Policy

1. Standard Products (Items Under $5,000 AUD)

For standard inventory items under $5,000 AUD, we offer a 7-day return policy from the date of delivery. To be eligible for a change-of-mind return, the product must strictly meet all of the following conditions:

  • It must show 0 kilometres on the odometer.
  • It must be in its original, unopened packaging.
  • It must not have been assembled, modified, or driven.

Any signs of use, assembly, or removal from the original packaging will result in the return being explicitly declined. The buyer is responsible for all return shipping costs, and original shipping fees are non-refundable. An administration/restocking fee may apply if repackaging is required.

Once approved after inspection, refunds are processed to your original payment method and may take 2 to 4 weeks to appear in your account.

2. Premium & Made-to-Order Products (All Items Over $5,000 AUD)

This section applies to premium electric motorbikes, advanced robotics (including humanoid robots, quadruped robots, and exoskeletons), agricultural drones, and any hardware with a retail value equal to or exceeding $5,000 AUD.

  • Final Sale Allocation: All items priced at or above $5,000 AUD are classified as specialty commercial hardware or premium made-to-order stock. Once payment, a deposit, or a pre-order is confirmed, funds are immediately committed to manufacturing runs, custom component allocations, and international import logistics. We do not offer refunds, order cancellations, or returns for change of mind.
  • Accepted Production Timelines: The standard estimated lead time for these premium items is 8 to 12 weeks. By completing your purchase, you explicitly acknowledge that international supply chain constraints, customs clearances, and technical testing can cause unexpected delays. Delays within this threshold do not constitute a breach of contract and do not entitle the buyer to a cancellation or refund.
  • Maximum Waiting Time Limit (8 Months): In the event of extreme manufacturing or logistics failure, Veloz Electric establishes a maximum hard delivery window of eight (8) months from the initial date of order confirmation.
    • If Veloz Electric is completely unable to deliver or dispatch your ordered item within this 8-month period, the order becomes eligible for a full refund or store credit at the customer's request.
    • Refund or cancellation requests submitted prior to the expiration of this 8-month period due to production or shipping delays will be strictly rejected.

Non-Refundable Items & Services

  • Sale items, promotional items, or clearing stock (only regular-priced items are eligible for refunds).
  • Pre-order items valued under $5,000 are eligible for a partial refund only, calculated after deducting import duties, administrative costs, and shipping fees.
  • Gift cards and downloadable software.
  • Services, delivery fees, and professional assembly fees.
  • Shipping fees, including fees incurred for warranty assessments. Customers are responsible for arranging delivery of the product to an authorised repairer we nominate (via webchat Return Authorisation).

Late or Missing Refunds

If you haven’t received your approved refund, first check your bank account again. Then contact your credit card issuer or banking institution, as processing times vary. If you still have not received it, please contact us through the webchat on our website.

Exchanges

We only replace items if they are defective or damaged upon arrival (Dead on Arrival). To request an exchange for the same item, please contact us through the webchat on our website to receive a Return Authorisation and the return shipping instructions. Do not send items without authorisation.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return once the item is received and inspected. If the gift giver had the item shipped to themselves to give to you later, we will issue the refund directly to the original purchaser.

Shipping Responsibilities for Returns

Authorised returns must use the Return Authorisation and address provided via website webchat. Do not publish or reuse a return address without a current RA.

You are solely responsible for paying your own return shipping costs. If you receive a refund, return shipping costs or unpaid courier fees will be deducted from your final refund amount. We highly recommend using a trackable shipping service or purchasing shipping insurance for items valued over $75. We do not guarantee that returned items will be successfully received.

Team Fair Treatment and Behaviour

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

Any individual engaging in such conduct will be permanently banned from all Veloz Electric digital support channels, their service agreements may be terminated, and they may face legal action. This policy ensures a safe, respectful, and professional environment for our team.

Veloz Electric is 100% online. We do not offer phone support, physical store visits, or in-store collection. Any contact regarding warranties, returns, or refunds must be made exclusively through the webchat on our website.