Widerrufsrecht

Last Updated: June 2026

At vivoyo, we want you to stand behind your new ride with absolute confidence. We offer an extended, fully transparent return policy designed to safeguard your transactions and offer absolute peace of mind. Below you will find our fixed criteria, windows, and processing schedules.

1. Core Financial and Return Parameters

To guarantee full transparency for Google Merchant Center standards, we do not obscure return variables:

Policy Component Stated Terms
Return Window: 90 Days from the date of physical arrival
Return Shipping Fee: $0.00 (Prepaid return labels are provided for free)
Restocking Fee: $0.00 (No fees applied under any circumstances)

2. Physical Item Requirements & Eligibility

To maintain complete inventory safety and qualify for a full refund back to your payment account, all returned equipment must be processed in its original factory state. Items must be:

  • Brand New & Unused: The traditional bicycle or electric e-bike must never have been operated outside, test-ridden on asphalt, dirtied, or custom modified. For e-bikes, the battery packs must never have been drained, charged, or connected into the terminal systems.
  • Original Packaging: The equipment must arrive securely packed within its original structural manufacturer shipping box, complete with all factory protective interior materials (cardboard inserts, zip ties, and foam buffers).
  • Complete Assemblies: All accompanying accessories, instructions, battery chargers, safety keys, pedals, and assembly tools must be inside the returning freight crate.

Note: Every return undergoes structural logging and review at our dock. vivoyo reserves the right to withhold a full credit or apply partial structural value deductions if items arrive modified, used, damaged, or stripped of original accessories.

3. Structural Step-by-Step Return Sequence

  1. Initiation: Submit an explicit email request to our support desk at contact@vivoyo.shop within your 90-day post-delivery calendar window. Supply your core purchase Order Number and item specifications.
  2. Label Receipt: Our staff will assess the message details and respond within 24 business hours with your complimentary, zero-cost ($0.00) prepaid return label along with precise drop-off instructions.
  3. Boxing and Drop-off: Place the item safely within its factory tracking crate, affix the provided digital shipping label onto the outer box face, and submit it into the designated carrier drop-off hub.

4. Damaged, Defective, or Incorrect Transits

We ask that you thoroughly check the structural condition of your shipping package immediately upon receipt. If your bike or e-bike arrives damaged, incomplete, or defective from transit handling, follow these safety steps immediately:

  • Take Visual Evidence: Take clear, sharp photographs or a brief video highlighting the defects on the product as well as the immediate outer appearance of the transit crate.
  • Alert Us Quickly: Message our contact team at contact@vivoyo.shop within 48 hours of your delivery time. Attach your photos/videos along with your core Order Number.
  • Zero-Cost Transit: Once validated, we will instantly pass you a free prepaid freight label via email ($0.00 shipping fee).
  • Immediate Resolution: Based on your individual choosing, we will ship out an entirely clean, brand-new replacement bicycle right away, or route a complete 100% refund value back to your original source payment method.

*Do not attempt to ride, build, or operate an e-bike or traditional bicycle if you suspect it arrived broken or structurally compromised.*

5. Refund Processing Timelines

Once our physical warehouse crew checks, logs, and processes your incoming package back into our racks, a full credit value is instantly returned to your original PayPal payment account. Most processing frameworks require roughly 5-7 business days for banking institutions to populate this balance modification onto your standard statement screens.

Returns Administrative Hub

Please forward all individual return tickets and support queries to our physical business address endpoints:

Store Entity: vivoyo
Support Mail: contact@vivoyo.shop
Customer Line: +1 (369) 237 7051
Business Location: 5420 Capital Blvd,
Raleigh, NC 27616,
United States