Returns & Refunds

What is Veleco’s return policy?

Curious about how to return a purchased product? Here you can find an easy-to-understand Veleco Return Policy, including details such as:

  • How to cancel your order;
  • A step-by-step return guide.

How to cancel your order?

If you wish to cancel your order, please contact us using the website contact form or directly via the email address shown at the top of our website.

While we may assist you with questions via chat or phone, we always require written confirmation of your cancellation by email. This is for your own security and convenience.

Please note that once the order is marked as “Ready to Send” or “Shipped”, we may deduct shipping and packaging costs that have already been incurred from your refund.

Return policy – step-by-step guide

To make our return policy easy to understand, we have prepared a full guide detailing the process. If any part of this guide is unclear, please contact us and we will provide further information.

  1. Return within 14 calendar days: Once you have ordered our product(s), in accordance with our Terms and Conditions, you have the right to return it within 14 calendar days of receiving your delivery. After this period, this right expires, and we cannot accept any returns.

  2. Returns not accepted if resale value is affected: This applies if:
    • The product was used — unless both sides agreed to a demonstration, in which case the odometer may show up to 2 miles (3.22 km). We cannot accept the return if it shows more.
    • The product was damaged in any way.
    • The product is incomplete (e.g. missing keys or papers).
    • The vehicle is registered with the transport authority of the country of use.

  3. Restocking fees may apply:
    • To cover the cost of repairing any damages if the scooter is returned in a damaged condition.
    • To cover the cost of restoring the scooter to its original, pre-sale condition, including inspection, testing, and necessary adjustments.
    • For any missing equipment belonging to the scooter (e.g. keys, charger, user manual, etc.).
    • To cover the cost of removing any optional or custom-installed accessories and returning the scooter to its standard configuration. This may apply in particular when the customer ordered the scooter with solid tyres, a canopy, a captain’s seat, or an alternative battery version.

  4. Photo proof required: If you are eligible to return the product, you must first send us photos. These serve as proof of the product’s condition. What we may need from you includes:
    • Good-quality photos of the product(s) from all four sides;
    • A photo of the odometer showing the number of miles/kilometres driven;

  5. Eligibility determined by Veleco Customer Service: Based on your photos, Veleco Customer Service will determine if the product is eligible for return.

  6. Returning the product(two possible methods):
    • Method 1  - You can order a pickup service from us. This service is separate from the return and must be paid for. Our driver will collect the product(s) from you within 5 working days, and the refund will be issued within an additional 48 hours. This offers you added security, as any transport damage occurring after pickup will no longer be your responsibility. The collection cost usually ranges from £50 to £350, depending on your location, and is agreed with the customer individually. Please note that this is an indicative range only and does not represent a fixed limit. In particular, additional charges may apply if the collection requires the use of a ferry service or takes place outside the mainland UK or EU. Ferry costs alone for large vehicles can sometimes range between £150 and £250.
    • Method 2 - You can send the product(s) to our warehouse yourself. By doing so, you take full responsibility for its condition upon arrival, as the state of the product(s) is verified at our warehouse. This may affect your refund if the product(s) is damaged in transport. Once received and approved, the refund will be processed within 48 hours.
    • Refund method: Refunds are always processed using the same payment method that was used for the original order. In the case of payments made on delivery, refunds will be made via bank transfer.

  7. Mismatch of photos and actual condition: If the photos you sent do not match the condition of the product(s) on the pickup day, the return may be refused by the driver or at our warehouse. We recommend keeping the goods safe and unused in a secure place until pickup.

  8. Returned items must include all standard equipment: The return must include all standard equipment that comes with the scooter, including the keys, alarm remote (if applicable), delivery documents, user manual, and charger. Any additional accessories or items purchased separately from the scooter may be returned at the customer’s discretion. Refunds will only be issued for items actually returned.