Return & Refund Policy
After your e-bike is delivered, you can start a return process within 30 days of delivery. Returns must be approved in advance by the VITILAN customer service team. We do not accept returns without prior permission from Vitilan.
Return Window
You can start a return process within 30 days of delivery. No return or replacement of electric bicycles is provided after 30 days of receipt.
Model Change Window
Model replacements for non-quality reasons are only eligible within 7 days of receipt, and the bike must be unused and in the same packaging and parts condition.
Customer Return Shipping
Customers are responsible for $350 in round-trip shipping costs for returns that are not related to quality issues.
Return Conditions
Returns must be started within 30 days of delivery and must be approved first through support@vitilanebike.com. VITILAN does not accept returns without authorization.
- No return or replacement of electric bicycles will be provided after 30 days of receipt
- Scratches, defective parts, and transportation damage are not considered reasons for a return request
- We do not provide prepaid return labels for personal-reason returns
- For quality problems involving an e-bike that cannot be ridden normally, the customer does not need to bear the return shipping fee
- All return or replacement requests require pictures or videos explaining the reason
- The returned goods must keep the original packaging and original parts
If the original box is lost or damaged, it is the customer’s responsibility to provide a new box at their own expense. If an item is returned without original packaging, VITILAN charges a 6% repacking fee.
Return Process
All returns must go through the official VITILAN review process before the bike is sent back.
- Call or email the VITILAN customer service team in advance and describe the exact reason for the return
- If it is a quality problem, provide clear pictures or videos
- After receiving your message, the customer service team will contact you, so watch for calls, texts, and emails
- After approval, VITILAN will provide a return label
- After the returned goods are received and checked, if there is no additional damage, the refund will be processed within 3 working days
- If a product is returned with additional damage, the refund may be reduced according to the damage level
Returns will not be accepted without authorization from the VITILAN customer service team. Items may be lost if returned without approval, and VITILAN is not responsible for unauthorized returns.
Defective Parts And Quality Issues
If there are defective parts with the e-bike, VITILAN will provide new parts to help resolve the issue.
- If you choose replacement parts instead of returning the e-bike, support will help solve the issue
- If you choose to return the e-bike rather than receive replacement parts, VITILAN will refund the cost of the e-bike, but not the shipping cost
- If the e-bike cannot be ridden normally due to a quality issue, the customer does not bear the return shipping fee
No Return Policy Cases
Return requests are not offered in certain situations where the issue is not caused by a qualifying product problem.
- Accident, abuse, misuse, misappropriation, stunt riding, racing, or similar abnormal use
- Improper storage or abnormal exposure to liquids, chemicals, moisture, abrasives, sand, or dirt
- Neglect or unusual physical, electrical, or electromechanical stress
- Scratches, dents, or appearance damage caused by improper customer use
- Damage caused by accessories, auxiliary products, or peripheral equipment not provided or approved by Vitilan
- Improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment
- External causes such as collision, fire, flood, or related outside events
Quick Policy Overview
Model Change Policy
To be eligible for a replacement for a different model, the request must be made within 7 days of receipt.
- The e-bike must be unused
- The bike must be free from dirt, dust, or any scent
- The bike must be in the same packaging and with the same parts as received
- For non-quality model changes, the customer is responsible for the $350 round-trip shipping cost
- After 7 days, replacements are not approved under any circumstances
Order Cancellation And Refund Limits
VITILAN applies additional rules for order cancellation, shipped orders, and certain country-specific refund situations.
- If an unshipped order, including a pre-order, is canceled before delivery, a 5% platform fee will be charged
- If an unshipped order paid by PayPal is canceled before delivery, a full refund will be provided
- Once the order has shipped from the California warehouse, cancellation requests are not accepted
- If you are unsure whether your order has shipped, you should email customer service first
- For Canadian customers, refund requests after receiving the package are not accepted; support may instead help solve the product issue and ship replacement parts if needed
- VITILAN states it does not accept return and exchange requests once the order has shipped from the warehouse or the customer has received the package
Contact Return Support
All return, refund, and replacement requests should be handled through the official VITILAN support team.
- Email: support@vitilanebike.com
- Best to include: order number, model name, exact reason, and clear photos or videos
- Return timing: within 30 days of delivery
- Model change timing: within 7 days of receipt
Returns & Refunds FAQ
These are the main points customers usually ask about before starting a return or refund request.
Can I return an e-bike after 30 days?
No. VITILAN does not accept returns or replacements of electric bicycles after 30 days of receipt of the goods.
Do I need approval before sending a return?
Yes. Returns will not be accepted without authorization from the VITILAN customer service team.
Who pays the shipping cost for a non-quality return?
Customers are responsible for $350 in round-trip shipping costs for customer returns that are not related to quality issues.
What if I lost the original box?
You are responsible for providing a new box at your own expense. If you return an item without original packaging, VITILAN charges a 6% repacking fee.
Can I cancel my order after it ships?
No. Once the order is shipped out of the California warehouse, VITILAN does not accept cancellation requests.
How fast is a refund processed after return approval?
After the returned goods are received and checked, VITILAN states that refunds are issued within 3 working days if there is no additional damage.
How do I start a return request?
Email support@vitilanebike.com in advance, explain the reason clearly, and provide pictures or videos when required.