Return & Refund Policy

CTVVXXC provides thoughtful and comprehensive return 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 Us 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 made before shipment.

After Shipment

Once your order has been shipped (i.e., you have received an email with tracking information), the package has been picked up by the carrier. Please note that even if the package is already in transit, the tracking page may temporarily show “Label Created”.

We will do our best to assist in intercepting the package upon request; however, please note that we cannot guarantee successful interception. If the package is successfully intercepted and returned to our warehouse, you will be required to pay a shipping fee of $200.

If you no longer need the item after it has been shipped, you may apply for a return within 30 days of receiving the product, subject to the return conditions listed below.

Important Notice:
If you refuse the package or return it without following the authorized return process, the product may be lost in transit or rejected by the warehouse. In such cases, your eligibility for a refund or exchange may be considered void.

If an order is canceled after shipment, the customer must bear the return shipping cost. In addition, the original shipping fee (even if the order was marked as “free shipping”) will not be refunded, which is $200 per bike.


For Non-Quality Issues

1. Bike is New and Unused

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

  • Within 14 days of receipt: Full refund; buyer must bear return shipping cost ($200 per bike)
  • 15 to 30 days after receipt: Full refund; buyer must bear return shipping cost ($200 per bike); additionally, a 10% restocking fee will be charged based on the order amount

2. Bike Has Been Used

Used bikes are not eligible for return.

To qualify for a return, the bike must be:

  • Unused
  • In original condition
  • Free from any signs of wear, dirt, or installation

Any bike that shows signs of use will not be accepted for return.

After 30 Days

Returns are not accepted.


For Quality Issues

Note: Damage to non-critical components (referring to issues that do not result in irreparable failure) is not covered under this clause. For such issues, we will provide after-sales repair services instead of refunds or returns.

1. Within 14 Days of Receipt

  • Full refund, with no return shipping or handling fees;
  • Or the buyer may choose to exchange for another model of e-bike without additional return shipping costs

Note: The CTVVXXC team will conduct a strict verification of quality issues. If it is determined that there is no quality issue and the damage is caused intentionally by the buyer, we will still charge the return shipping fee.

2. 14 to 30 Days After Receipt

Depending on the specific situation, we may charge a certain amount as return shipping cost. Please contact our customer service team, who will determine the shipping cost based on the actual situation.

Note: Within 30 days of receiving the product, if any parts are found to be defective or missing, we will provide replacement parts free of charge depending on the situation.

3. After 30 Days

Returns are not accepted, but warranty services will be provided.


Parts & Accessories

1. New and Unused Parts & Accessories

We accept returns or exchanges within 30 days of receipt, provided that the item does not affect resale.

The customer is responsible for all return-related costs, including:

  • Return shipping fees
  • Any transaction or processing fees incurred

(If the return or exchange is due to seller error or product quality issues, all costs will be borne by the seller.)

2. Opened or Used Parts & Accessories

These items do not qualify for our return and refund policy.

⚠️ Additional Note (Hazardous Materials)

Certain items (such as lithium batteries) are classified as hazardous materials and are non-returnable due to transportation regulations.

If such items arrive damaged or defective, please contact us with clear photos or videos, and we will arrange a replacement or appropriate solution.


Additional Guidelines

  • Accessories & Free Gifts: All accessories and promotional gifts must be returned together. Missing items will be charged at retail price.
  • Lost Keys: A fee of $50 will be charged for lost keys

Note: For certain minor defects that do not affect riding safety (such as decal peeling, damage to non-critical components, or minor paint scratches), if the buyer chooses not to return the entire bike, they may contact our customer service team to negotiate a compensation plan. Our team will determine the compensation amount based on the specific situation.


Warranty, Anti-Fraud & Special Policies

1.1 Modification & Warranty

Unauthorized Modifications: Any modifications to the electrical system, frame, or motor that result in damage or malfunction will not be covered under warranty and will result in loss of return eligibility.

Chargebacks / Disputes: If a chargeback or payment dispute is initiated without first attempting to resolve the issue with our customer service team, your 1-year warranty service may be permanently canceled. We encourage you to contact us directly to resolve any concerns.

1.2 Refund Verification Process

  • Warehouse Inspection: Refunds will only be issued after our warehouse confirms receipt of the returned item and completes quality inspection.
  • Shipping Status: We will not issue refunds solely based on the carrier showing “Delivered” status.
  • Processing Time: Once tracking shows “Delivered,” our warehouse typically completes verification within one week. After approval, refunds will be processed within 1–5 business days. The total process usually takes 7–12 business days.

1.3 Anti-Fraud Measures

  • High-Risk Orders: If an order is flagged as “high risk” by our security system, CTVVXXC reserves the right to cancel the order, refuse shipment, and issue a full refund immediately. If you believe this is incorrect, please contact us. We recommend using PayPal to minimize false fraud flags.
  • Medium-Risk Orders: Our team will contact you via email for additional identity verification. If no response is received within 2 days, the order will be canceled and refunded for account security reasons.


Return Process

To request a return, please contact us at: support@ctvvxxc.com

If your return request is approved, we will provide you with:

  • A return shipping label
  • Detailed instructions on how to package and send back the item

After receiving the returned package and completing inspection (within 7 business days), we will process your refund. Approved refunds will be completed within 5 business days.

If you are approved for an exchange, you must return the original bike first. Once we receive the returned item, we will ship the replacement.

Any returns sent without prior authorization will not be accepted. CTVVXXC is not responsible for shipping costs incurred by customers who return items on their own, or for any loss during return transit.

Thank you for your cooperation.


Scope of Application

This return policy applies only to products purchased through the official CTVVXXC website: https://ctvvxxc.com

Products purchased through other channels (such as Amazon, Walmart, eBay, etc.) will follow the policies of those respective platforms.