Return & Refund Policy

Valtinsu offers considerate and comprehensive return services. Please review the terms below for e-bike returns, refund eligibility, exchanges, and shipping guidelines.

Overview

We want you to ride with confidence. If your Valtinsu e-bike doesn’t meet your expectations, our return policy provides clear solutions — from brand‑new returns to used‑bike restocking fees. All return requests must follow the conditions described.

For Non‑Quality Issues

The bike is brand new and unused

• Within 14 days of receipt: full refund; buyer pays return shipping fee ($200 for dirt bike, $350 for EM‑5 Pro & EM‑23).
• 15 to 30 days of receipt: full refund; buyer pays return shipping fee ($200 / $350).

The bike is used

• Within 30 days of receipt: full refund, buyer pays return shipping fee ($200 / $350) + an additional 20% restocking fee (calculated from the order amount).
• Over 30 days of receipt: returns are not allowed for used bikes.

※ “Used” means any mileage or signs of riding beyond unpacking inspection. Brand‑new condition requires original packaging and no assembly attempt marks.

Refunds

Once your return is received and inspected, we will send you an email confirmation. We will also notify you of the approval or rejection of your refund.

If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days (see timeline below).

Return and refund processing time

Estimated Refund Time: We will process your return and refund request within 48 hours after the returned item arrives at our warehouse and passes inspection.
Refunds will be credited to your bank account via the original payment method within 1–15 days of approval (depending on your card issuer / bank).

Late or missing refunds

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 processing time before a refund appears.

Sale items

Only regular priced items may be refunded. Sale items, clearance bikes, or limited-time promotion products cannot be refunded (exchanges for defects may be possible, see exchange policy).

Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange for the same model, email us at service@valtinsu.com and ship the item to one of our warehouse addresses (choose the location closest to you).

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 be notified of your return.

Shipping returns

To return your product, you should mail your product to any of the following warehouses (choose based on your region):

Need help?

Contact us at service@valtinsu.com for any questions related to refunds, returns, exchanges, or return shipping labels. Our support team responds within 1–2 business days.