Vomo return and refund policy

If your purchase was in-store, returns are subject to individual retailer restrictions. Please direct any questions regarding your in-store purchases to your VOMO retailer.

1. Order cancellation

Before shipping

Please submit a ticket, and our customer service team will contact you within 24 hours. For all canceled orders, a 3% handling fee will be charged.

Shipped but not received

We allow order cancellation. For all cancellation, shipping charges apply: $300 for bikes, $50 for wheels, motors, batteries and $35 for all other products. We will issue a refund using the same payment method you used originally.

Delivered

Please refer to the return policy below.

2. Order modification

Before shipping

Free of charge. Please contact vomoebike@gmail.com to continue this process.

After shipping

No modifications allowed.

3. Model replacement and return

For product defects: VOMO will do its best to provide tech support and replacement parts to fix simple issues. VOMO will cover repair fees associated with damages.

For shipping damages: VOMO will do its best to service you and provide all the parts necessary and cover service costs.

Free replacement and return: Customers can reject a package due to shipping damage (functionally affecting use) or missing and critically damaged parts or other quality-related issues. Please provide evidence to vomoebike@gmail.com. Photos and or videos are required as evidence. Once verified, we will arrange the free replacement and return.

If you refuse the package for personal reasons, shipping charges ($300 for bikes, $50 for wheels, motors, batteries and $35 for all other products) will be applied.

Definition of critically damaged items: the main structure of the product is deformed and affects its normal functions in any form.

Note: the following situations are considered normal and do not apply to free replacement or refund:

1. Minor damage to the outer packaging.
2. Minor scratches or paint loss on the product.
3. Damage to parts or wearing parts after excessive use.
4. Damage to parts or wearing parts after using for a certain time or number of times.

Additional return policies

New and unused items (within 15 days)

Full refund available.

Return shipping charges apply:

1. $300 for bikes
2. $50 for wheels, motors, batteries
3. $35 for all other products

Used items (0-10 miles)

Can be returned within 15 days for a refund. Customer is responsible for return shipping charges plus a 30% restocking fee.

VOMO will provide parts and guidance for repairs. If preferred, the bike can be sent to our operation center for repair at the customer's cost.

Updated return policy

If a return is requested more than 15 days but less than 30 days after receipt, or the odometer is more than 10 miles but less than 20 miles, and the bike shows obvious use signs, a 50% fee of the original order amount plus return shipping costs will be deducted.

Returns are not permitted if:

1. The request is made more than 30 days after receipt.
2. The odometer displays more than 20 miles.
3. Critical components are missing (frame, tires, battery, motor).
4. The bike shows significant scratches, peeling paint, faults, or heavy use signs.

Return for quality issues

The following qualify for free replacement or return with return shipping covered by VOMO.

Appearance damage (including shipping damage): report within 48 hours of receipt with photos, and product must remain unused.

Hardware damage: non-human-induced defects affecting normal riding within 15 business days, confirmed by after-sales engineers.

Other after-sales solutions

For quality issues outside the return policy, repairs or replacements are the primary solution. If the customer insists on return, a 50% return fee plus return shipping costs applies.

Non-quality-related issues (excluding quality problems and incorrect shipments) are generally not eligible for returns, but appropriate compensation may be offered.

Customers willing to resolve quality issues independently may be eligible for compensation.

Incorrect shipments: please assist with the return, and we will send the correct item.

Single product compensation options

1. Accessories valued between $100 and $200.
2. Discounts of up to $100.

For compensation exceeding the above amounts or cases with special requests, customer service staff must obtain supervisor authorization.

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 original packaging.

If new packaging is required, the customer is responsible for packaging material fees and return shipping costs, including $300 for bike packaging.

4. Refund

Once our warehouse receives and inspects returned product(s), we will deduct any applicable fee and send the remaining refund via the original payment method.

Customers are encouraged to check with their bank or card issuer if a refund is not posted after two days. Delays may occur due to different transfer procedures in financial institutions.

We appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have questions or need return assistance, contact the VOMO customer service team.