Refund policy

RETURN & REFUND POLICY

Last updated: August 2026

We want you to be satisfied with your Arvelo purchase. If you change your mind, you may return your order in accordance with the conditions below.

1. 14-DAY RIGHT OF WITHDRAWAL

If you are a consumer in the European Union, you have the right to withdraw from your online purchase within 14 days without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you, receives the goods.

To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires.

You can contact us at:

support@arvelobikes.eu

Please include your name, order number and the product(s) you wish to return.

2. RETURNING YOUR ORDER

After informing us that you wish to withdraw from your purchase, the product must be returned within 14 days.

Please contact us before returning an e-bike so that we can provide the appropriate return instructions.

Products should be returned with all supplied components, keys, chargers, batteries, manuals and accessories.

You may inspect and test the product only to the extent necessary to establish its nature, characteristics and functioning.

If the product has been handled or used beyond what is necessary for such inspection, you may be responsible for any resulting reduction in value.

We recommend retaining the original packaging until you are certain that you wish to keep your order, as appropriate packaging is important for safely returning an e-bike.

3. RETURN SHIPPING COSTS

Unless the product is defective, damaged on delivery, incorrect, or we have agreed otherwise, the direct cost of returning the product is borne by the customer.

E-bikes and electric tricycles are large items that generally require specialised transport.

Estimated return transport cost for an e-bike or electric tricycle:

€150

The actual cost may vary depending on the product and collection location.

For smaller accessories that can be returned by standard parcel service, the customer is responsible for the applicable parcel return cost.

If a product is defective, damaged on delivery or incorrectly supplied, please contact us before arranging a return.

4. REFUNDS

Once your withdrawal has been accepted, we will refund all payments that we are legally required to refund, including the cost of standard delivery where applicable.

If you selected a delivery method that was more expensive than our standard delivery option, the additional delivery cost is not refundable.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.

5. DAMAGED OR INCORRECT ORDERS

Please inspect your order after delivery.

If your product arrives damaged, defective or different from what you ordered, contact us as soon as possible at:

support@arvelobikes.eu

Please include your order number, a description of the issue and, where possible, photographs or video showing the problem.

We will assess the issue and provide an appropriate solution.

Your statutory rights regarding defective or non-conforming goods are separate from this 14-day right of withdrawal and are not affected by this policy.

6. EXCHANGES

If you would like to exchange a product, please contact us at support@arvelobikes.eu.

Availability of replacement products cannot be guaranteed.

7. REFUNDS FOR USED OR DAMAGED PRODUCTS

You are responsible for any reduction in value caused by handling the product beyond what is necessary to establish its nature, characteristics and functioning.

Any reduction in refund will be assessed reasonably based on the condition of the returned product.

8. HOW TO REQUEST A RETURN

To request a return, contact:

support@arvelobikes.eu

Please provide:

• Your full name
• Order number
• Product you wish to return
• Reason for return (optional when exercising your statutory right of withdrawal)

We will provide you with the appropriate return instructions.

Please do not return an e-bike without contacting us first.

9. MODEL WITHDRAWAL FORM

You may, but are not required to, use the following form:

To: Arvelo
Email: support@arvelobikes.eu

I hereby give notice that I withdraw from my contract for the sale of the following goods: