Refund policy

We want to ensure your Vielo is everything you want it to be.

Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable.

Returns (refunds and exchanges)
If you are unhappy with your item, please let us know. Our Returns Policy gives you 30 days to return or exchange an item bought with a valid receipt. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.

To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items.

Under the Consumer Rights Act 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later).

After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement

If you’ve got an item you would like to return, please email us at info@vielosports.com and we’ll help you as soon as possible.

We can't offer refunds or exchanges, unless faulty or not as described for our Built to Order bikes. If your bike has been built to a non standard or non stocked specification (eg supplied with parts we do not carry in stock) then we are unable to offer refunds or exchanges.

When requesting a refund, items must be returned in their original packaging and in an unused condition. Used items that you have found to be faulty must be returned in a clean condition, otherwise we are unable to accept them and you will be liable for the postage costs to return the item to you.

Where a refund is processed it will be applied to the original payment source. Please allow up to 14 working days for your refund to show in your account once it has been administrated.

Shipping

To return your product, please email us at info@vielosports.com with your details and reason for returning.

You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

We kindly ask you keep all the original packing, parts, labels and accessories to return them to us. Any missing items will be deducted from the final refund, or exchange.

Our returns policy does not affect your statutory rights.

Incorrect, damaged or faulty item returns
We will happily exchange or refund any product that has been sent in error or has been damaged upon delivery. Where an error has been made by us and you have received items that were not ordered, we will replace these as quickly as possible. If we’ve made an error or sent the wrong item we’ll organise a courier to exchange the item. If an item is missing, we’ll organise a delivery ASAP.

Any shortages or errors must be notified within 48 hours of receiving the goods.
When you receive your item, we ask you inspect it thoroughly for any signs of damage in transit. Any transit damage must be reported to us within 24 hours for a successful claim. If you receive an item with obvious damage, please do not accept it from the courier and ask them to return it as damaged. If the damage is only apparent once delivered, please contact us within 24. This may involve you reporting the damage to the courier also.

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 the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

International Returns
You must ensure to mark the package as 'RETURNED GOODS – FAILED SALE'. Failure to include this may result in the package being refused at UK Customs and returned to you.

If you have paid import duty on a returned order, you may be able to claim back a refund of the duties paid from your local Customs Authority. You will need to show the Customs Authority proof of duty paid when you received the order and proof of export – this is your proof of returning the order to us.

Please be aware any duties and taxes will need to be paid by you when returning goods to us in the UK. If you have any doubts prior to ordering, please contact us directly to avoid needing to return any items.

Right to cancel

In addition to our Returns Policy, under the Consumer Contracts Regulations 2014, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.

We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

To exercise your right to cancel follow the steps below:

Email us at info@Vielosports.com