Refund policy

PRE-ORDER & ORDER CANCELLATION

For all orders (including pre-orders), your credit/debit card will be charged immediately, with no delay, regardless of the expected shipping time.

Any electric bike order cancellation before shipment will incur an 8% processing fee. Thus, the customer will be refunded 92% of the total order amount.

Any changes to an order after shipment, such as an address change or item exchange, will be charged $80. (As the address cannot be changed en route, we have to return the package and resend it. For faster delivery, we advise against changing the address).

All cancellations must be made by email to Voltigo's customer service. Phone cancellations are not accepted. A confirmation email will be sent once the cancellation is processed.

MODEL REPLACEMENT

For non-quality related reasons, no replacements are possible after 14 days of receiving the product.

To be eligible for a replacement, the bike must be new, free from dirt, dust, or odors, and in its original packaging. The odometer must read less than 16 km.

If you request a replacement within 14 days of receipt, you will be responsible for both ways shipping costs, totaling $300.

ELECTRIC BIKE RETURNS

Electric bikes from Voltigo can be returned for FREE within 14 days of delivery. To return a non-defective or undamaged bike, contact our customer service team within 14 days. No returns or refunds are accepted after this period.

Before any return, written authorization from Voltigo is required. Without this authorization, no refund will be issued, and the return costs will be borne by the customer.

For bikes delivered for more than 14 days or used for more than 16 km, only repairs and replacements are allowed.

NON-RETURNABLE ITEMS:

  • Used products
  • Batteries
  • Clothing (caps, etc.)
  • Accessories
  • Special orders
  • Gift cards and gifted orders
  • Used items except in cases of major failure

LATE OR MISSING REFUNDS

If you haven't received a refund within 2 days of approval, please check your bank account again and contact your bank. If after all these checks, the refund is still not processed, please contact us at service@voltigo.ca.