Return & Refund Policy

CTVVXXC provides thoughtful and comprehensive return and refund services. Please refer to the details below.

Shipping & Cancellation Policy

Before Shipment

If your order has not yet been shipped, you may contact us through the Contact U s page on our website to request a cancellation or modification. Please confirm your request before contacting us.

No fees will be charged for cancellations or modifications requested before shipment.

After Shipment

Once your order has been shipped and picked up by the carrier, cancellation is no longer guaranteed.

If you request a cancellation after shipment, we may attempt to intercept the package upon request; however, successful interception cannot be guaranteed.

If the package is successfully intercepted and returned, or if the shipment is refused upon delivery, a flat $200 return shipping and restocking fee per e-bike will apply.

If you no longer need the item after delivery, you may request a return in accordance with our Return & Refund Policy.

Important Notice:
Please follow the return instructions provided by our support team before sending any item back. Returns sent without prior authorization may experience significant processing delays or delivery issues. Unauthorized returns may not be eligible for a refund.

For Non-Quality Issues

1. New and Unused E-Bikes

Returns are accepted within 30 days from the date of receipt. The returned e-bike must be unused, in its original condition, and returned in its original packaging. Proof of purchase is required.

Within 14 days of receipt: A partial refund will be issued. A flat $200 return shipping and handling fee per e-bike will be deducted from the refund amount to cover return transportation and processing costs.
15 to 30 days after receipt: A partial refund will be issued. A flat $200 return shipping and handling fee per e-bike, plus a 10% restocking fee based on the order amount, will be deducted from the refund amount.

2. Used E-Bikes

Used e-bikes are strictly non-returnable unless there is a verified manufacturing defect or quality issue.

If you believe your e-bike has a quality issue, please contact us at support@ctvvxxc.com with your order information, photos, or videos so our support team can review the case and provide an appropriate solution.

After 30 Days

Returns are not accepted.

For Quality Issues

Transportation Scratches & Minor Damages

Please note that minor scratches, paint chips, decal peeling, or cosmetic damage to non-critical components that do not affect the safety, performance, or normal operation of the e-bike are not considered manufacturing defects and are not eligible for returns or refunds. In such cases, CTVVXXC will provide appropriate after-sales support, including replacement parts, repair guidance, or reasonable compensation where applicable.

1. Within 30 Days of Receipt

For verified manufacturing defects or major quality issues that affect the safe operation or core functionality of the e-bike, a full refund of the product purchase price will be provided. Return shipping costs for approved quality-related returns will be fully covered by CTVVXXC.

Note: All quality-related claims must be reviewed and verified by our technical support team based on the information, photos, or videos provided by the customer. If the issue is determined to be caused by improper use, unauthorized modifications, accidental damage, or external factors rather than a manufacturing defect, the return request may be denied, and the customer may be responsible for applicable return shipping costs.

2. After 30 Days

Refunds for quality-related issues are not available after 30 days of receipt.

Any verified manufacturing defects or component failures reported after this period will be handled in accordance with our Warranty Policy.

Parts & Accessories

1. New and Unused Parts & Accessories

We accept returns within 30 days of receipt, provided that the item is unused, in its original condition, and returned in its original packaging.

For non-quality related returns, the customer is responsible for all return shipping and handling costs.

Return Shipping Costs: A flat $15 handling fee will be deducted from the refund amount for approved non-quality related returns of parts and accessories.

If a verified product quality defect is reported within 30 days of receipt, CTVVXXC will provide a full refund and cover all applicable return-related costs.

2. Opened or Used Parts & Accessories

These items are strictly non-refundable and not eligible for return unless there is a verified manufacturing defect or quality issue.

For verified manufacturing defects or quality issues reported after 30 days of receipt, support will be provided in accordance with our Warranty Policy. Refunds are not available after the initial 30-day return period.

⚠️ Additional Note (Hazardous Materials)

Certain items, such as lithium-ion batteries, may be subject to transportation restrictions and cannot always be returned through standard shipping channels.

If a lithium-ion battery is verified to have a manufacturing defect and cannot be legally or safely returned, CTVVXXC will issue a refund without requiring the defective battery to be returned, provided the claim is made within 30 days of receipt.

Clear photos or videos of the issue will be required for verification.

Any battery-related issues reported after 30 days of receipt will be handled in accordance with our Warranty Policy. Refunds are not available after the initial 30-day return period.

Additional Guidelines

Accessories & Free Gifts: All promotional items, free gifts, and accessories included with the original purchase must be returned together with the e-bike. If any promotional items or accessories are missing or not returned in their original condition, their individual value (determined by the current listed retail price on the official CTVVXXC website) will be deducted from the final refund amount.
Lost or Missing Keys: For e-bike returns, all original keys must be included. If the returned e-bike is missing its keys, a flat $50 replacement fee will be deducted from the customer's refund amount.

Warranty & Return Policy Guidelines

1.1 Modification & Warranty

Unauthorized Modifications: Any unauthorized modifications to the electrical system, battery, motor, wiring harness, or frame that result in damage or malfunction may void warranty coverage and may affect return or refund eligibility.

1.2 Refund Verification Process

Return Verification: Refunds will only be issued after CTVVXXC has verified that the applicable refund conditions have been met.
For physical returns, refunds will be issued after our warehouse confirms receipt of the returned item and completes the required inspection.
For approved claims that do not require a physical return (such as certain verified defective lithium-ion batteries), refunds will be issued after verification and approval by our technical support team.
Shipping Status: Refunds are not issued solely based on a carrier tracking status showing “Delivered.” Additional warehouse or technical verification may be required before a refund is approved.
Processing Time: Once the applicable warehouse inspection or technical review has been completed and approved, refunds will be processed within 1–5 business days. Depending on your financial institution, the refund may take additional time to appear in your original payment method. In most cases, the overall refund process is completed within approximately 7–12 business days.

Return Process

Our authorized return facility is located at:
1540 E Acacia St, Suite A
Ontario, CA 91761
United States
DOCK 1–8 ONLY

Please contact us at support@ctvvxxc.com to receive return instructions before sending any item back. Providing your order number and return details will help us process your request more efficiently.

After we receive the returned package and complete the required inspection (typically within one week), approved refunds will be processed within 1–5 business days. Depending on your financial institution, the refund may take additional time to appear in your original payment method. In most cases, the overall refund process is completed within approximately 7–12 business days.

Returns sent without prior communication may experience processing delays and may require additional verification to identify and process the return correctly. Customers may be responsible for any associated costs or risks during return transit.

CTVVXXC currently does not offer direct exchanges. If you would like a different model, color, or item, please return the original product in accordance with this Return & Refund Policy and place a separate order.

Thank you for your cooperation.

Scope of Application

This Return & Refund Policy applies exclusively to products purchased directly through the official CTVVXXC website.

For products purchased through authorized third-party retailers or online marketplaces (including Amazon, Walmart, eBay, and others), return and refund requests are subject to the policies of the original seller or platform from which the purchase was made.