Bluvall Return & Refund Policy

We are committed to providing high-quality e-bikes and a reliable customer experience. This policy clearly explains how returns and refunds are handled for heavy freight e-bikes, ensuring fairness, transparency, and operational efficiency.

Because e-bikes are large, high-value products with integrated lithium battery systems, they require specialized freight logistics, careful handling, and inspection procedures.

1. Order Cancellation

• Before Shipment

Orders may be canceled within 3 days for a full refund if no tracking number has been generated. Orders are normally proceeded within 1-2 business days.

• After Shipment

Once a tracking number is issued, the order enters freight processing and cancellation is handled as a return request.
Logistics & handling fee: 200 USD

Applies to cover outbound freight processing costs once shipment preparation has started.

2. Delivery Refusal Policy

If a package is refused without authorization, it will be treated as a return in transit.

Applicable costs may include:

• Outbound shipping cost
• Return shipping cost
• Restocking fee (if applicable)

We strongly recommend contacting support before refusing delivery.

3. Returns (30-Day Policy)

Returns are accepted within 30 days of delivery.

Products must be in resellable condition with minimal usage (approximately ≤10 miles).

• Unopened Items
  200 USD logistics and handling fee
• Opened
  200 USD + 15% restocking fee
• Used or Non-Resellable (approximately >10 miles)
  May not be eligible for return.

Return Shipping Costs

If the return is initiated for reasons attributable to the customer, including a change of mind, ordering the wrong product, or providing an incorrect address, the customer will be responsible for the return shipping costs. The exact shipping fee will be based on the actual amount charged by the selected shipping carrier.

If the return is caused by Bluvall, such as the product arriving damaged, defective, or different from what was ordered, the customer will not be responsible for the return shipping costs. After the issue has been verified, we will provide a prepaid return shipping label or arrange another appropriate solution.

4. Quality or Damage Issues

• Step 1: Remote Diagnosis
  Photos or videos are required for technical evaluation.
• Step 2: Technical Support
  We provide troubleshooting and replacement parts when applicable.
• Step 3: Resolution

Replacement parts
Replacement unit
Return & refund (if necessary)

5. Inspection Policy

All returned items are inspected upon arrival.

If an item is fully functional or damaged due to improper use, standard return conditions may apply.

This ensures consistent and fair evaluation for all customers.

6. Return Process

• Order number
• Bike photos (both sides)
• Mileage on display
• Packaging condition
• Serial number
• Support response time: 24–48 hours

7. Packaging Requirements

Original packaging is recommended.

If unavailable, equivalent protective packaging must be used.

Customer is responsible for return shipping packaging quality.

8. Refund Timeline

• Refunds processed within 7 business days after inspection
• Refunds issued to original payment method
• Processing time may vary by bank

If you have any questions, our support team is here to help at contact@bluvall.com.