Returns & Refunds — How It Works

30 days from delivery

You have 30 days from delivery to request a return. This page explains the practical steps, the condition we ask for and who pays the shipping. The legally binding refund terms are in our Refund Policy, not on this page.

When the 30 days start

The window starts on the delivery date recorded by the carrier. For an order that arrives in more than one parcel, it starts when the last item is delivered.

Your request has to reach us inside the window. If we approve an RMA before day 30, the parcel can still be in transit after that date.

What qualifies for a return

  • Bought directly from veloflow-e-scooter.com, with an order number or other proof of purchase.
  • Complete: scooter, charger, keys and tools, accessories, and the original packaging where possible.
  • Resalable condition: unridden or limited to a brief, careful test ride; clean; no impact damage, no water exposure, no modifications.
  • Not marked as a final-sale item at checkout.

For safety and hygiene reasons we cannot accept used helmets or worn protective gear, or consumable parts that have been fitted, such as tyres, brake pads and grips.

How to return an item: RMA first

  1. Email Kevinzhong@Tufront.com or message +8615070174507 with your order number, model, the reason for the return and photos of the scooter and its packaging.
  2. We check eligibility and reply with an RMA number and the return address for your market.
  3. Pack the scooter in its original carton with all accessories. Lithium batteries travel only under the conditions and packaging the carrier accepts, so we tell you if a specific label or declaration is needed.
  4. Send the parcel with a tracked service and email us the tracking number.
  5. We inspect the return on arrival and confirm the outcome within 3 business days. If the return is approved, we initiate the refund to the original payment method within 7 business days; your bank or card issuer may need additional time to post it.

Returns sent without an RMA number, or to the wrong address, cannot be matched to an order and may be refused.

Return addresses

United States: 1552 N Alder Ave, Rialto, CA 92376 US

Europe: Brakenhof 10, Estorf, Niedersachsen, 31629, Germany

Use the address for the market you ordered from. Do not send a return to 6509 Kimball Ave, Chino, CA 91708 — that is our company and warehouse address, not a returns depot.

Who pays return shipping

  • Change of mind — the wrong model, a different colour, no longer needed: the buyer pays the return shipping cost. The original outbound shipping charge is not refunded.
  • Our error or a confirmed defect — wrong item sent, damage in transit, manufacturing fault: we cover the return shipping, or arrange collection where the carrier allows it.
  • Refunds cover the price paid for the returned product. Nothing in this section reduces the rights you have under consumer law.

Exchanges and spare parts

If you need a different model, or a part would solve the problem, say so in your first message. Where a replacement part fixes the issue we usually ship it instead of processing a full return: it is faster and no scooter has to travel twice.

EU customers: 14-day right of withdrawal

Consumers in the European Union also have a statutory right of withdrawal within 14 days of receiving the goods. That right exists alongside our 30-day policy and is not replaced by it.

Withdrawing is free of charge apart from the direct cost of returning the goods, where the law allows that cost to be passed on. We refund within the period the law requires after you tell us you are withdrawing.

Legal note

This page is an operational guide. It is not legal advice and it is not the contract. The binding refund and return terms are set out in our Refund Policy, which is produced and maintained with Shopify's policy tools and must be confirmed by a qualified adviser. Where this page and the Refund Policy differ, the Refund Policy applies.