Return policy

VELO CUSH return policy

At VELO CUSH, we want you to enjoy your cycling accessories as much as we do. If your order isn’t quite right, we’re here to help. You can return any unused VELO CUSH products within 14 days of receiving your order, in accordance with EU consumer law. Your satisfaction is our priority, and we’ll do our best to make things right.

Eligibility for returns

To be eligible for a return, products must be returned:

  • Products must be returned in their original condition. You may handle and test the product as you would in a physical store. If the product shows signs of use beyond what is necessary to establish its nature, characteristics, and functioning, we may charge you for any loss in value
  • All labels, packaging, and accessories must be included and undamaged
  • Products that are used, damaged, or incomplete cannot be accepted

How to initiate a return

To start a return, please contact our support team at hello@velocush.com. Include your order number and a brief explanation of the reason for the return.

  • Send us an email within 14 days of receiving your order at hello@velocush.com stating your order number and which items you wish to return.
  • We will provide you with a shipping label and instructions on how to return the product
  • You then have another 14 days to send the products back to us.
  • Once we receive and inspect your return, we will refund the full purchase amount including the original shipping costs. The return shipping costs are at your own expense, unless the item is faulty or incorrectly delivered.

Return shipping

  • Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., incorrect, defective, or damaged item).
  • After requesting a return, we’ll email you the return shipping cost for approval. Once approved, we’ll send you a link to start the return process. The return shipping cost will then be deducted from your refund once we receive the item.
  • Delays caused by customs clearance are beyond our control and are not considered valid reasons for a return.
  • Returns for bundled items must generally include all products in the bundle. Individual items may not be returned separately.
  • If your order arrives damaged, defective, or incorrect, we’ll cover the return shipping costs. Please contact our support team within 14 days of delivery to report the issue.

Refund process

  • Once we receive your returned item and inspect it, we will notify you of approval or rejection of your return.
  • If approved, the refund will be processed to the original method of payment within 7 calendar days, minus return shipping costs.
  • Refunds may take additional time to appear in your account depending on your bank or payment provider.

Exchanges

If you would like to exchange your item, please contact hello@velocush.com. Once approved:

  1. We’ll send you an invoice for the return shipping cost and any price difference (if applicable).
  2. After payment, you’ll receive a link to register your return. Select “Exchange” during the process.
  3. Once we’ve received and inspected your item, store credit will be issued via email so you can reorder your preferred item.

Return denial

VELO CUSH reserves the right to refuse returns that do not meet our return policy guidelines. This includes:

  • Products that have been opened, used, or are no longer in original condition and packaging
  • Items returned outside the 14-day return period
  • Returns sent to any address other than the one provided through our portal

 

Warranty policy

All VELO CUSH products come with the statutory warranty in accordance with EU law. This means that the product must perform as can reasonably be expected by the consumer.

We provide a 2-year statutory warranty from the date of purchase. 

What is covered?

  • Manufacturing defects

What is not covered?

  • Normal wear and tear (including discoloration or wear marks)
  • Damage caused by accidents, misuse, or modifications
  • Use in conditions for which the product was not designed
  • Water damage or frost damage caused by misuse or leaving the product outdoors for extended periods
    (Please note: the cushion is water-repellent but not fully waterproof and should be handled with care.)

In the case of a valid warranty claim, we will, at our discretion, provide one of the following:

  • Replacement of the product
  • Store credit equal to the purchase value
  • Refund of the purchase price

The customer is responsible for shipping costs when returning a product under warranty.

How to make a claim: Please contact us at hello@velocush.com, provide your order number or proof of purchase, and include clear photos of the issue.

  • Warranty is valid only for the original purchaser.
  • Warranty applies only to purchases made through our official channels: velocush.com or authorized partners.