Return & Refund

Please read the followings carefully to understand our return and restocking fee policy applicable to all ebikes sold by BeeCool. 

（Please note: Keep the original shipping box in a good shape in case you'd like to issue a return afterwards）

• Returns of New and Unused Items Within 14 Days of Receipt

We allow you to return your ebikes in new and unused condition within 14 days of receipt. You will need to pay 10% of processing fee on any ebike returns. For all return ebikes, return shipping charges are the responsibility of the recipient, unless we made a shipping error. The return shipping cost is generally $250 each bike. We will issue a refund using the same payment method you used originally. (Return Condition - To return a bike that is not defective or damaged, The bike must have less than ten (10) miles on the odometer, 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.).

• Returns of Used Items

Any bikes returned in a used condition may be returned within 30 days of purchase subject to the return shipping charges and a restocking fee in the amount of  30% of the purchase price, plus return shipping cost (Approximately $250). Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer.

All accessories can't be returned or changed once received.

• Returns of New and Unused Items Outside the 14-Day Window

If you wish to make a return outside of the 14-day window, then if the bike to be returned is in new and unused condition, you may return the item subject to the return shipping charges (Approximately $250) and a restocking fee in the amount of twenty percent (20%) of the purchase price.

• Return Shipping Costs

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return. 

You also have a choice to purchase a FedEx or UPS shipping label from us. 

• Issue a Return

To issue a return, please contact our customer service at sales@wildvoie.ca to apply a return request. And you need to provide us with pictures and videos to prove the e-bike is still in an acceptable condition. 

• Ship the Returning E-bikes - When your return request is approved, please do not ship the e-bike to the storage before receiving correct shipping address provided by our customer service. Since the return address may be different from our shipping address or storage address.

• After You Return

Please send us a notification after shipping out your returning item and provide the tracking number to us. Once we received the e-bike, we will either replace the item or give you a refund, which normally takes about 2 business days.

• Rejecting Shipments – Flat Fee

If you cancel an order after it shipped out, or refuse delivery of an order, we reserve the right to charge a flat fee of $250 to partially cover our shipping costs. We cannot intercept or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $250.

(Tips: If the package come with heavy damages, we highly suggest you accept the shipment when the package arrives, which can avoid the $250 fee. Since rejected shipments will go back to our new inventories storage, which is not able to accept any returning packages. So we have to charge you $250 to create a new returning route for the package to our repairing center. If you'd like to return the heavily broken bike caused by the shipping, just take the pictures of the damaged box and the bike, send them to sales@wildvoie.ca and apply our free shipping label. You have to repack the package, print out our prepaid shipping label, stick it on the box, and ship it back to our repairing center.)

The return of following items are NOT acceptable: All accessories (Includes bags, spare parts, upgrading parts etc.); Overused items according to above policies. 

• Cancellations

Cancellation of Orders.  You may cancel an order by contacting us via email or telephone.  Cancellation is not confirmed until you receive a response from our customer support team. 

Due to the speed at which we process orders (as quickly as possible) we will attempt but cannot guarantee that we will be able to cancel an order you placed on the spot. After you have placed an order, we cannot change it once the e-bike is shipped, including model or color reasons. Please make your selections carefully and reach out to our team for guidance to ensure you are choosing the right item.

Orders which have already been shipped (you have received a tracking number) cannot be changed or cancelled. Please see our Return Policy for return terms and instructions to send an order back for a refund, if desired. 

Early cancelation handling fee.  If you ask us to cancel an order before the items ship out (after we have captured funds from your credit/debit card, or after we've captured funds from your PayPal account), 5% will be withheld from your refund to cover the cost of merchant card processing, which we do not recover when issuing a refund for a cancelled order. 

Return Policy

After your E-bike is delivered, you can start a return process within 30 days of delivery. We do not accept returns after 30 days. Before starting a return process, the customer needs to contact sales@wildvoie.ca to get approval for the return. We will not accept returns without permission from Vitilan.

Regarding returns:

• No return or replacement of electric bicycles will be provided after 30 days of receipt of the goods
• Scratches, defective parts, and other damage caused by transportation are not reasons for returning
• We do not provide any prepaid labels for customers who want to return products for personal reasons. We will assist the customer to solve the problem.
• Due to quality problems, the customer does not need to bear the return shipping fee for the return of the electric bicycle that cannot be ridden normally.
• Any return or replacement of electric bicycles requires customers to provide pictures or videos to explain the reasons. Thank you for your cooperation.
• The returned goods need to keep the original packaging and original parts. If the box is lost or damaged, it is your responsibility to provide a new box at your own expense. If you return an item that is not in its original packaging, we, therefore, charge a 6% repacking fee. So we advise customers to keep the original box as much as possible under any circumstances.
• If there are any defective parts with the ebike, we will provide new parts to help you.  If you elect to return the ebike rather than receive replacement parts, we will refund the cost of the ebike, but not the shipping cost. 
• Customers are responsible for CAD600 in round-trip shipping costs for customer returns that are not quality issues.

Return Process:

• Call or email the VITILAN customer service team in advance to describe the specific reason for your return. If it is a quality problem, you need to provide clear pictures or videos.
• After receiving your message, the VITILAN customer service team will contact you. Please pay attention to answering calls, text messages, and emails.
• After approval by our customer service team, we will provide you with a return label.
• After we receive your returned goods and then check them seriously if it has no broken problem or damage, we will refund you within 3 working days. Normally, you will receive your refund on the same day, if you do not receive your refund within 24 hours after receiving our refund notification email, please contact us promptly.

Returns will not be accepted without authorization from the VITILAN customer service team.
Items may be lost if returned without approval. VITILAN Ebike is not responsible for returns that are not expressly approved.

Model Change
To be eligible for a replacement: Within 7 days of receipt, the e-bike must be unused, free from dirt, dust, or any scent, and in the same packaging and parts as you received it.
For replacement goods other than quality issues, you are responsible for paying the round-trip shipping cost, totaling CAD600. After 7 days, replacements are not approved under any circumstances.

Cases where no return policy is offered

• Due to accident, abuse, misuse, misappropriation, abnormal use (including but not limited to stunt riding, racing, or other similar activities inconsistent with the intended use of the product), improper storage, abnormal exposure to liquids, chemicals, moisture resulting defects or damage, abrasives, sand or dirt, neglect or unusual physical, electrical or electromechanical stress;
• Scratches, dents, or appearance damage caused by improper use by customers.
• Product defect or damage caused by the use of accessories, products, or auxiliary or peripheral equipment not provided or approved by Vitilan for the product;
• Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment.
• Defects or damage caused by external causes, such as collision, fire, flood

All e-bikes, batteries, and accessories shipped to our customers are brand-new and sealed well in boxes.

1. Unshipped Order's Cancellation: If any unshipped order (including pre-orders) is canceled at any time before delivery, we will charge a 5% platform fee. For any unshipped order (including pre-orders) paid via PayPal and canceled before delivery, a full refund will be provided.

2. The Shipped Out Order Can't Be Cancelled: Once the order is shipped out of the Toronto warehouse, we will not accept the request for cancellation of the order. If you are not sure whether your order has been delivered or not, you can consult our customer service team by email in advance.

3. Refund: After receiving the order package, if the refund request is made by the Canadian customer, we will not accept it. If there is any problem, you can contact our customer service staff through our Email to help you solve the product problems, and if necessary, we will ship the replacement parts to you to solve the problems.

4. Return and Exchange: We also do not accept requests to return and exchange products. We do not accept any return and exchange requests when the order has been shipped from the warehouse or the customer has received the order package.

Cancellation

We accept order cancellation before the product is shipped or produced. Once the order is canceled, you will get the full refund through the original payment route. while we cannot cancel the order if the product already has been shipped out. Moreover, To prevent loss or damage when return, please do do not reject the delivered ebike, and do receive the package first, then contact us via Livechat / Phone / Email immediately, we will call the UPS/FedEx to pick up door to door and take it back. The left refund that has deducted the certain shipping cost will be applied to the original card used in the transaction. Appreciated for your kindly cooperation in advance.

Returns (if applicable)

We accept a return on products. Customers have the right to apply for return within 7 calendar days after the receipt. To be eligible for a return,customers must receive the product in 100% new, Re-sellable condition. Merchandise is not eligible for a refund if it has been assembled, ridden, worn, used, abused, damaged in any way. The merchandise must arrive complete, including warranty cards, manuals, accessories,promotional material, and in the original packaging.Customer must initiate return shipment of the merchandise within 7 calendar days after the delivery date, and pay for the shipping cost to EUNORAU’s warehouses located in the US/AU/EU/UK. We will finish the inspection within 5 days after receipt of the product. If the returned products are not in original condition according to Clause, we will refuse a refund.If the returned products are in original condition according to Clause, and the reasons attributable to the EUNORAU, we will agree to refund the full paid amount, while the reasons attributable to the Customer, we need to deduct the shipping cost first, then the left part will be refunded.

* Annotation:

1) The reasons attributable to the Customer if:

• Customer placed wrong order or purchased wrong/unwanted product ect.
• The product was shipped back without admittance from EUNORAU.
• The product was damaged when shipping back.

2) The reasons attributable to the EUNORAU if:

• Eunorau shipped out the incorrect product;
• The product shipped was damaged or defective;
• The product was damaged in shipping out.

Refunds (if applicable)

Progress time: 1-3 business days.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@wildvoie.ca.

 (Monday - Saturday, 12:00 pm - 8:00 pm, UTC-4)

Returns & Cancellations

You may cancel your order for a full refund up until the time you receive your shipment confirmation email with tracking information. If you cancel after your order has been sent you are responsible for the return shipping fee.  In addition, the original shipping fee we incurred to send the bike to you will not be refunded (even when ‘free’ shipping is advertised). Our refund policy is ‘All Sales Final’. Unfortunately, we can’t offer a refund or exchange after the bike has shipped.

If the order is shipped and cannot be modified, the customer may reject the package and $180 will be charged as a cancellation fee. If the customer has received the order, please contact us for the return. The customer is also responsible for the return shipping cost of $180. Victrip will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please notice: If the customer decided to arrange the return shipment by himself and the request has been confirmed by Victrip’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Victrip will not be responsible for any damage, loss, or other accidents to the shipment arranged by the customer.

The customer needs to email Victrip’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Victrip will email the customer a cancellation notification email. Please do not send your purchase back to us until we have authorized the return in writing. Victrip will reject all shipments without being scheduled to arrive, and the customer is responsible for any related fee or loss.

If you order a product by mistake you will be charged according to this policy.

Return

Refunds are supported within 14 days (if the refund is not due to quality issues, the consumer needs to bear the round-trip shipping costs)
It is expected to be shipped within 48 hours after placing an order, and the order can be canceled in full at any time before delivery
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

Returning malfunctioning bikes within 14 days of receipt. Victrip offers FREE return and exchange for malfunctioning bikes within 14 days of receipt.

Returns are not allowed after 14 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.  Must include all items that were inside the box (charger, keys, hardware, etc.) with the original packaging.If the bike has been in your possession for 14 days or has been ridden it will not be eligible for return.

Damages And Issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. You need to provide a clear photo or video showing the product problem with a receipt of your order attachment. Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue (s).

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

• A) Minor damage to the outer packaging.

• B) Minor scratches or paint loss on the product.

• C) Damage to parts or wearing parts after excessive use.

• D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

To start a return, you can contact us at  sales@wildvoie.ca. 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. Victrip is not responsible for the shipping cost of the package returned by the customers themselves.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1. Product from Unauthorized Reseller

2. The damage is caused by human

3. The accessories and replacement parts

4. Theused bikes with no quality problem

5. Special order

6. Sale items or gift cards

7. Giveaways or free items

Returning Cost

The shipping cost of returning service will be borne by customers if the ebike has no quality problem.

1. $180 will be charged as the delivery fees and Victrip will provide shipping labels.

2. Ships the ebike back to Victrip's warehouse on your own.

*Note: We cannot guarantee that we will receive the item you are attempting to return.

REFUND

*Once your return is received and inspected we will notify you of the approval or rejection of your refund. Victrip eBike reserves the right to withhold up to the full value of the refund if the bike is in poor condition upon receipt.

Exchanges

We only replace items if they are severely defective or extremely damaged. If you believe you may be eligible for an exchange or replacement, please email support at sales@wildvoie.ca.

If you want to return the electric bicycle without defective or damaged, we only accept return requests submitted within 30 days of delivery. Please contact customer service staff within 30 days. We will not accept return of bicycles without defective or damaged after 30 days. The ebike must have less than ten miles on the odometer, be free of any wear, 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 (bike, charger, keys, kit, etc.).
We will charge 15% of the bicycle order as a processing fee, and you can only get a 85% refund of the total order price.
Purchased Products that have not yet shipped shall be subject to a 10% processing fee.

Return process (return application is only accepted by email, not by phone)

a.Submit you return request by mail. The email needs to include the order information, the reason for the return and the picture of the bike.
b.You need to pack the bicycle according to our requirements, take pictures after packing and send them to us.
c.After getting authorization from the customer service staff, we will send you a prepaid label. You need to print our label and affix on the box.
d.Your refund will be returned within three working days after our warehouse confirms receipt of the goods. Due to the reason of the bank, the refund time may be somewhat delayed.

If the product is returned without authorization from our customer service staff, it will be rejected and returned to you at your cost.

Non-returnable items include:

All the parts and accessories
Special orders
Used products (except for extreme breakage/malfunction)

We promise that all electric bicycles received by our customers are brand new and we will never sell you any electric bicycles that are returned, refurbished or cleared from stock.

Contact Us:

Monday – Friday: 9AM – 5PM (PST)

Address:

170 N Maple Street,Unit B-105 Corona CA, 92878 (not return address)

At EMMO, we highly value your satisfaction and strive to ensure that every purchase meets your expectations. In the rare case that it doesn't meet your needs, we want you to shop with confidence, knowing that our return policy is designed to provide you with a hassle-free experience.

Effective Return Period:
Electric Bikes: Eligible products can be returned within 30 days of receipt. This policy applies to products purchased directly from our online store.
Parts & Accessories: Eligible Parts & Accessories can be return within 7 days of receipt. This policy applies to products purchased directly from our online store. Non-EMMO accessories from, including but not limited to THULE and QUADLOCK are FINAL SALE, and not eligible for return.

Return Conditions:

• Unopened EBikes:
  You can return bikes in new, unused condition and in their original packaging for a $149 return shipping fee (per bike). No restocking fee will apply in this case.
• Used Ebikes:
  If you've used the product but it has a total usage of 32 km or less, it may be returned if it is free of any damages with all parts and accessories included and packaged in its original packaging. The return shipping fee of $149 (per bike)  and a 20% restocking fee (per bike) will be deducted from your refund amount.

Return Shipping Fee:

• A flat rate of $149 (per bike) will be charged for return shipping. This fee will be deducted from your refund amount.
• The original shipping fee paid on the order is non-refundable.

EMMO is not responsible for any damages incurred during return shipping or for any products returned without prior notification. 

Restocking Fee:

• No restocking fee for eligible e-bikes that are new and unused.
• A restocking fee of 20% of the original purchase price (per bike) applies for used e-bikes that have a total usage of 32 km or less.

Return Process:
You must email us at sales@wildvoie.ca or submit a return request form to initiate a return. The following information is required: original order number, your name, phone number, pictures of both sides of the bike and the display to show the mileage, and the reason for the return
Once the return is authorized, the product must be shipped back to us. After we receive and inspect the product, we will process your refund. The return shipping fee and any applicable restocking fee will be deducted from your refund amount.
If the returned item is damaged or has missing parts, the return may be rejected at your cost.

Dealer Purchases:
If you purchased the product from one of our authorized dealers, the dealer's return policy will apply. Please refer to the dealer’s specific return policy for details.

Order Cancellations:
Orders canceled before shipment will receive a full refund with no cancellation fee. If the order has already been shipped and a tracking number has been provided, you will be responsible for the return shipping fee, and the original shipping fee will be non-refundable.

Order Changes:
Once an order is placed, it cannot be modified. This includes any changes to the product model, color, size, or shipping address. To ensure accuracy, please double-check all details before completing your purchase. If a change is needed after placing your order, you may need to proceed with a cancellation and place a new order, subject to the cancellation and return policies outlined above.

If you need any help in initializing a return or exchange, please contact us.

     Email: sales@wildvoie.ca