Returns and Refunds
VeloHaven Support
Returns,
made clear.
A straightforward return process for cycling accessories, urban mobility equipment and everyday ride gear purchased from VeloHaven.
Reliable support for every part of the ride.
Policy Overview
Designed to keep the process moving.
Return requests must be submitted within 30 calendar days of delivery. Items should be unused, uninstalled and returned with their original packaging, accessories, manuals and included components.
Request within 30 days
The return request period begins on the confirmed delivery date shown by the carrier.
Keep the product in returnable condition
Gear must be unused, clean and free from installation marks, road wear, scratches, odors or other signs of use.
Use secure protective packaging
Return all original parts and protect the retail packaging with an outer shipping box whenever possible.
Allow time for inspection
Once received, the return is reviewed before a refund or approved replacement is processed.
Return Condition
Keep every component together.
Cycling equipment often includes mounting hardware, adapters, tools, cables or fitted accessories. Missing components can reduce the refund amount or make a product ineligible for return.
Eligibility Guide
What can and cannot be returned.
Eligibility is determined by the product condition, return timing and the type of item purchased.
Generally eligible
- Unused products requested within 30 days of delivery.
- Items in original condition with complete packaging.
- Products that have not been installed, modified or ridden.
- Items accompanied by all included parts and accessories.
- Incorrect or damaged products reported promptly after delivery.
Generally not eligible
- Used, installed, altered, damaged or visibly worn products.
- Items returned after the applicable return window.
- Final-sale, clearance, personalized or custom products.
- Gift cards, digital products and downloadable materials.
- Safety equipment showing evidence of impact, wear or use.
Return Process
Three steps from request to resolution.
Include your order number, the item you wish to return and a brief reason for the request when contacting support.
Contact VeloHaven Support
Submit your request through the contact page. For damaged, defective or incorrect items, include clear photographs of the product, packaging and shipping label.
Receive return instructions
Once eligibility is confirmed, support will provide the approved return destination and any instructions relevant to your product.
Pack, ship and retain tracking
Use protective packaging and a trackable shipping service. Keep the receipt and tracking number until the return has been fully resolved.
Inspection and refund decision
After delivery to the return location, the item is inspected. You will be contacted when the refund, replacement or other resolution has been approved.
Refund Timing
From inspection to your account.
Approved refunds are issued to the original payment method. Financial institutions may require additional time to display the credit after it has been processed.
Important Situations
Different issues require different routes.
Damaged on arrival
Report visible damage promptly and retain all packaging. Photographs help support review the issue and determine the appropriate resolution.
Incorrect item
Contact support before using or installing the product. Include the order number and photographs of the received item and its label.
Exchanges
Product availability can change. The most reliable exchange route is to return the eligible item and place a new order for the preferred product.
Return shipping
Return shipping is normally the customer’s responsibility unless the item arrived damaged, defective or different from the order.
Common Questions
Before you send it back.
These answers cover the most common return and refund situations for VeloHaven orders.
Can I return an item after installing it on my bicycle?
Installed items are generally not eligible because mounting can create marks, wear or fitment changes. Contact support if the item appears defective or if you received an incorrect product.
Are original shipping charges refundable?
Original shipping charges are generally non-refundable unless the return results from an incorrect, damaged or defective item, or where required by applicable law.
Can I send a return without contacting support?
Contact support first. This confirms eligibility and provides the correct return destination. Unauthorized returns may be delayed or returned to the sender.
What happens if parts or packaging are missing?
Missing accessories, mounting hardware, manuals or packaging may reduce the refund amount or make the return ineligible, depending on the product and condition.
How will I know when my refund is complete?
VeloHaven will confirm when an approved refund has been submitted. Your bank or card provider may require additional time before the credit appears in your account.
What should I do if return tracking stops updating?
Contact the shipping carrier first and retain the receipt and tracking information. VeloHaven cannot complete the inspection until the return is delivered to the approved location.
Need Assistance?
Let’s resolve the route ahead.
Contact our support team with your order number and return details. Orders are normally prepared for shipment within 3–5 business days.
Bradenton, FL 34209