Refund policy

Thank you for choosing Vroomer. Before completing your purchase, please carefully read and fully understand this Return Policy. This policy outlines your return rights, return conditions, fee responsibilities, and related procedures after purchasing Vroomer products.

Please Note: By submitting an order, using, or possessing a Vroomer product, you acknowledge that you have read, understood, and agreed to be bound by the terms of this Return Policy. If you do not agree with any part of this policy, please do not place an order or use the product.

We offer a 14-day return window for all eligible products. To start a return, please contact us at support@vroomerbike.com. Items sent back to us without first requesting a return authorization cannot be accepted or processed.

You can always contact us for any return question at support@vroomerbike.com.

1. Order Cancellation

1.1 Before Shipment

You may request to cancel your order before it enters the shipping process and receive a full refund. Please contact our customer service team as soon as possible so we can assist you.

1.2 After Shipment

Once the order has been shipped, it cannot be cancelled, but it may be returned under our 14-day return policy. Standard return shipping fees will apply as described below.

1.3 Address Changes

Address modifications can only be made before the order is shipped. After shipment, the delivery address cannot be changed. If a package is returned to us due to an incorrect address provided by the buyer, a flat handling fee of $200 USD will be deducted from the refund.

1.4 Package Refusal

If you refuse to sign for a shipped package, it will be processed as a return. Once the returned item is received, we will issue a refund after deducting a flat handling fee of $200 USD. Please notify us by email after refusing the package, otherwise the refund may be delayed.

2. Return Time Frame

2.1 Within 14 Days of Receipt

All eligible products — including electric dirt bikes, accessories, and sale items — may be returned within 14 days of receipt. We will issue a refund minus a flat return handling fee:

Electric dirt bikes: a flat $200 USD return handling fee.
Accessories: a flat $15 USD return handling fee.

Returned items must be unridden, unopened, unused, and free of any wear, stains, dust, odor, or other signs of use. The product must remain in the original packaging and original condition as received, including all in-box accessories (such as charger, keys, hardware, etc.).

2.2 After 14 Days of Receipt

Returns will no longer be accepted. For quality defects, we may provide repair service, replacement parts, or technical support according to our Warranty Policy.

2.3 Used or Second-Hand Products

Non-quality-related returns will not be accepted.

3. Quality Issue Returns

3.1 Within 14 Days of Receipt

If the product is confirmed to have a manufacturing defect within 14 days of receipt, we will provide a full refund or a free replacement, and Vroomer will cover all return shipping fees. No restocking fees will be charged. You may choose:

Full Refund: We will refund the full product amount including original shipping fees. Damaged outer packaging alone is not considered a product defect; in such cases we typically offer compensation or a replacement based on the situation.
Free Replacement: We will cover both the return and reshipment shipping costs and replace the product with a brand-new item of the same model.

3.2 After 14 Days of Receipt

Quality issues reported after 14 days are not eligible for return. We will provide repair service, replacement parts, or technical support according to our Warranty Policy.

4. Minor Cosmetic Issues

4.1 Definition

Minor cosmetic issues that do not affect riding safety or functionality (e.g., slight sticker peeling, minor paint scratches, damaged outer packaging) are not eligible for return.

4.2 Compensation Plan

Buyers may contact our customer service team to request compensation. Depending on the situation, compensation may include a partial refund or complimentary accessories. The final decision will be made by our support team based on photos or videos you provide.

5. Return Process & Eligibility

5.1 Return Authorization

Before sending back any item, please first contact our customer service team at support@vroomerbike.com to request return authorization. Items returned without authorization cannot be processed.

5.2 Before Returning, Please Ensure

The item must remain in its original condition, unused, with all original accessories and packaging.
Any item that has been damaged, is missing accessories, or shows signs of use is not eligible for non-quality-related return.
The item must function properly with no defects affecting normal operation (this requirement does not apply to quality-issue returns).

5.3 Please Provide the Following Information to Customer Service

Proof of purchase and contact information.
Photos or videos of the product issue (for quality-related returns).
Photos of the return packaging and exact dimensions of the returned item, so we can arrange follow-up handling.

If the above information is not provided as required, your return request cannot be processed.

5.4 Return Address (US Warehouse)

Once your return has been authorized by our customer service team, please ship the item to the following address:

Address: 1450 Mission Blvd, Ontario, CA 91761, United States

Please do not ship items to any other address. Returns sent to an unauthorized address may be refused or delayed.

6. Damages and Issues

Please inspect your order upon reception 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.

7. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including used or second-hand products, custom or personalized products, special orders, and items showing signs of use, wear, or installation. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Gift cards are non-refundable.

8. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

9. Refunds

We will notify you once we've received and inspected your return (typically within 3–5 business days), and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund — credit card refunds may take 1–2 weeks to appear on your statement, depending on your card issuer.

9.1 Important Notes

For non-quality-related returns, original shipping fees already incurred are non-refundable. For confirmed quality issues, all shipping fees are covered by Vroomer.
We strongly recommend using a trackable shipping service and purchasing adequate insurance when returning items. Vroomer is not responsible for items lost or damaged during return shipping (except for quality-issue returns where we arrange the shipping).
Custom or personalized products are non-returnable unless there is a quality issue.
Returned items must remain in original packaging, with all accessories, unused or uninstalled (except for quality issues), and in resalable condition.

If more than 15 business days have passed since we've approved your return, please contact us at support@vroomerbike.com.

10. Contact Us

If you have any questions regarding returns, please contact us via:

Email: support@vroomerbike.com
Customer Service Phone: +1 947 837 7615
Business Hours: 8AM – 5PM PT (Pacific Time), Monday – Friday

U.S. Shipping & Return Warehouse:
1450 Mission Blvd, Ontario, CA 91761, United States

Please note: Returns can only be sent to the warehouse address above after receiving return authorization (RMA) from our customer service team. Packages sent without prior authorization may be refused or delayed.