Return & Refund Policy
RETURN
To help you enjoy shopping at Vortek, we provide a return and refund policy as follows:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Returns are not allowed after 30 days of the delivery date.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometers on the display, it must include all items that were inside the box (charger, keys, hardware, etc.), and be in its original packaging. You’ll also need the original proof
of purchase.
Damages and issues
Please inspect your order upon and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To start a return, you can contact us at support@vortekebike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Vortek is not responsible for the shipping cost of the package returned by the customers themselves.
You can always contact us for any return question at support@vortekebike.com.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
1. Product from Unauthorized Reseller
2. The damage is caused by human
3. Special order
4. Giveaways or free items
5. Online sale accessories
6. Extra purchased accessories (If you purchase after-sales accessories from Vortek directly, please make sure it is the part you need before purchasing from us.)
RETURN & REFUND
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Refund Terms |
Quality issues | Accept full refund & partial refund with Vortek |
| Remorse |
Customers need to pay €200 shipping fee for return after received the product and find it doesn't fit. Customers need to pay €200 shipping fee for no longer want the item. Customers need to pay €200 shipping fee for wantting to return because purchased the wrong product. |
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| The package cannot be delivered or lost in transit | Provide cusomer free resend or full refund | |
| The customer cancels the order before the package is shipped | No need to afford any fees. | |
| The customer cancels the order after the package is shipped |
Customers need to pay €200 shipping fee charge per bike (Payment method: Deduct €200 when making refund) |
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| About refund difference price |
1. Partial refund of the difference price within 7 days 2. Not acceptable (can send free gift) over 7 days Note: Vortek has the right to organize any event promotion |
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| Change delivery address | Address can' t be changed after the bike shipped out | |
| Customers refuse to accept the package |
Customer needs to pay €200 shipping fee for the e-bike return.
|
|
| Defective Issues Refund |
1. Within 30 days: Free to exchange or full refund for receive wrong goods. Situation like the product is incorrect, product was damaged by the carrier, defective in another way. 2. Over 30 days: Return is not acceptable. Accept repair with Vortek guidance. Must take a video or picture to show the issue of the bike before getting repaired. |
|
| Non-quality Issues Refund | Only refund within 30 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.). We will deduct the shipping fee of €200/pc when we are making a refund for non-defective e-bikes. Vortek doesn’t undertake the package box fee. | |
| Restocking Fee | None | |
| Quality Issues Reimbursement | If you believe your item is defective and was purchased within 1 year from our authorised dealer, please contact us at support@vortekebike.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Vortek support team could provide you with technical solutions. If the issues still can not be resolved, we would recommend you bring theitem to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness. Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii) the amount of reinbursement cannot exceed twice the price of the corresponding parts for the repair. iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Vortek reserves the right to determine between defective products and normal wear and tear. |
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| Battery Return&Refund |
Battery €100/pc for a return Note: We only accept the return of unused batteries.Used battery can not be return. |
A. For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.
If the model of the returned e-bike or battery is inconsistent with the order information, Vortek cannot provide a refund;
If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by Vortek depending on the loss of parts.
How can I get the refund?
If you confirm that you want to return and request return for a refund, you can contact our support team for a return label, we will refund you after we received the returned parcel.
Special Note About the Refunds
- The processing time for the refunds is 1-2 business days after receiving the returned items. The refund time depends on the payment method.
- PayPal refunds may take up to 48 hours.
- Credit card refunds will take around 7-14 business days. The specific time depends on your credit card company and any intermediaries.
If you have any questions or comments, please don't hesitate to contact us:
E-mail: support@vortekebike.com
Work Days: Mon.- Fri. from 9:00 to 18:00, GMT +8:00
Hours: 9 AM - 6 PM (GMT+1 Time),Mon - Fri
Return address
Address: Nikola-Tesla-Str 2
City: Frankfurt Oder
Postal code: 15236