Return and Refund Policy
We hope you are satisfied with every shopping. If you have any quality problems, please feel free to contact us and we will provide professional guidance and solutions in time. If you would like to return an item and request a refund, please see our return and refund policy below.
Return Instructions
- We have a convenient 30 days return policy, which means you have 30 days from the day you receive your item to request a return, exchange, or refund. Our return policy will take effect upon receipt of the package.
- If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email service@agilecycle.com at first.
- To be eligible for return, your product must be in an unshipped state or in the same state as when it was received (unused, unworn, labeled and in the original packaging, and a receipt or proof of purchase is also required ).
- The order has been shipped and the product is in transit, returns are not supported. It is only supported to apply for a return and before delivery or after arrival. To start the return, you can contact us in time to resolve any return issues.
- In order to make a valid return, you must obtain approval for such return from Vivi, which can be obtained by email contacting us or by the Returns Center. Any product you send back to Vivi without Vivi's express consent will be rejected and returned to you at your expense.
- If your return is accepted, we will send you a return shipping destination and instructions on how and where to send the package. Items returned to us without prior request will not be accepted.
Returnable Items
- Ebike-orders
- Within 30 days from the date of delivery;
- In unused, unworn and resellable condition;
- In the original packaging with all the tags intact;
- Box must be sealed and unopened;
- Customer pays return shipping (Original shipping cost is withheld from refund);
- E-bikes that have been Registered in the Buyer's Name officially CANNOT be returned;
- Accessories/Replacements/Parts orders
- Within 30 days from the date of delivery;
- In unused, unworn and resalable condition;
- In the original packaging with all the tags intact;
- Customer pays return shipping (Original shipping cost is withheld from refund);
Non-returnable Items (INCLUDE BUT ARE NOT LIMITED TO)
- Customized goods (such as special orders or personalized goods)
- Unpackaged items (such as unlabeled, unpackaged)
- Used items (such as worn-out products with traces)
- Discounted items and Sale items (if applicable)
- Giveaways or free items
- Product from Unauthorized Reseller
- Damage/Lost caused by customers
General Return Process
- Initiate a return: Please go to our Returns Center to submit a return request, or please email us at service@viviebike.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days
- Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
- Refund or exchange: When we receive your return/exchange, we will inspect the item within 3-5 business days and send you an email to let you know that we have received your return. In the case of a return, we will also notify you whether your refund has been approved; in the case of an exchange, we will also notify you of the tracking method for the replacement.
Please Note: All returns must be made within 30 days of ordering.Before returning any items, please contact us and get our written approval. Any unreturned products will not be refunded.
Return Charge
- If the return is due to our reasons (such as: incorrect products, quality problems of products), we will provide a full refund for you, and the consumer is not required to bear the shipping fee for this reason.
- If the return is caused by the consumer (such as: don’t like/want the item, ordered a wrong product/size), consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
- No restocking fee and handling fee to be charged to the consumers for the return of a product. Just be responsible for the return shipping fee.
- In the case of a consumer-responsible return, the consumer can purchase a return shipping label at their own expense, or request a return shipping label service from the seller, who will designate a carrier to collect the return package. The original shipping fee will be deducted from the consumer's refund.
- If the consumer chooses freight collect, the return shipping cost will be deducted from your refund. Return shipping costs are the responsibility of the customer. Shipping costs are non-refundable.
Return
- If goods are returned in perfect condition within 30 days of the goods being dispatched to you, we will be happy to offer you a return, account credit or refund.
- When we have received your notification of withdrawal, you must return or hand over the products to us within a maximum of 30 days. You are therefore on time if you return the products before the period of 30 days has expired.
- In the case of free shipping, if there is no quality problem, the consumer needs to bear the return shipping fee. If you cancel your order before it ships, you will not be charged for return shipping.
Refunds
- Once you request a return, we may withhold reimbursement until we have received the products back, or when you have demonstrated that you have returned the products. This depends on which situation arises earlier.
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 business days. Please note that it takes for the refund to be credited to your account depends on your card issuer and typically takes 7-15 days.
- You will be refunded the amount with the same payment method as you used to pay, unless you have expressly agreed to another form of refund. In any event, we do not charge any fees for such refunds.
- If you haven’t received the refund within 2-3 business days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at service@viviebike.com.
- If you initiate a Paypal or credit card chargeback, the bank will suspend and freeze our refund until the bank resolves it through arbitration. Generally, it takes 3-6 months for the bank to handle a chargeback dispute. The fastest way to get a refund is to contact our after-sales customer service (email: service@agilecycle.com) to apply for a refund.
Please Note: we do not refund our original shipping cost.
Exchange
We only replace items if they are defective or damaged on receipt. If you need to exchange it for the same item, send us an email atservice@agilecycle.com. We will guide you through the exchange process. There are no additional handling fees and shipping charges for exchanges.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. The fastest way to ensure that you get what you want is to return the items you own. Once you accept the return, please purchase the new product separately.
Other After-Sales Solutions
- For Quality Issues Outside of the Return Policy:
- Non-Customer-Caused Issues (Excluding Quality Problems & incorrect shipments):
- For Customers Willing to Resolve Quality Issues Independently:
- Incorrect shipments:
If the quality issue is not covered under the above-mentioned return policy, repairs or replacements will be the primary solutions. Returns are generally not accepted. If the customer insists on returning the product, a 50% return fee of the original order amount and return shipping costs will be applied
Non-quality-related issues (e.g., shipping delays) are generally not eligible for returns. However, appropriate compensation may be offered to the customer.
Customers who choose to handle the quality issue themselves may be eligible for compensation.
Please assist with the return, and we will send you the correct item.
Single Product Compensation Options:
- Accessories valued between ₦150,000 and ₦300,000.
- Discounts of up to ₦150,000.
- For compensation exceeding the above amounts or cases with special customer requests, customer service staff must obtain authorization from their supervisor.
Return Shipping Costs:
- Customers are responsible for return shipping. These costs are non-refundable.
Original Packaging Required
- All returns must include original packaging, be free of wear, dirt, and damage, and include all items (battery, charger, keys, etc.).
- Customers should retain the original packaging.
- If new packaging is required for a return, the customer will be responsible for packaging material fees and return shipping costs: ₦200,000 for bike packaging.
