Refund policy

Refund and return policy

30-day returns

You can return an unused bike or accessory within 30 days of delivery for a refund. "Unused" means not ridden, not registered, with the battery uncharged beyond the delivery state, in the original crate and packaging with all included parts, tools and manuals.

  1. Email support@varzento.com with your order number. We send a return authorization and freight instructions — do not ship anything back without one.
  2. Re-crate the bike as it arrived. The carrier collects it curbside.
  3. After inspection we refund the purchase price to the original payment method within 10 business days. For change-of-mind returns the return freight cost is deducted from the refund; we tell you the exact amount before you ship.

Arrives-Working Guarantee

If your bike does not power up or is damaged on arrival, tell us within 14 days of delivery with photos or a short video. We ship the replacement parts, or a replacement bike if parts cannot fix it, and we pay the freight both ways. Defective or transit-damaged orders are never charged return freight.

Manufacturer warranty

Bikes carry the manufacturer's parts warranty: 6 months, parts replacement. Wear items — tires, brake pads, chains, sprockets, clutch plates, fluids — and damage from crashes, racing, water ingress from pressure washing, modifications or improper storage are not covered. Warranty claims go through us: email the serial number, photos and a description of the fault.

Not returnable

  • Bikes that have been ridden, registered or modified.
  • Orders returned without a return authorization.
  • Gift cards.

Cancellations

Orders can be cancelled free of charge until they are dispatched. Email us as soon as possible; once the freight carrier has collected the crate the order is treated as a return.

Questions: support@varzento.com