Submit Your Request
Start by sharing your order information, the product involved, and whether you prefer a return, exchange, or product review. Include photos if the product arrived damaged, incomplete, or different from what you expected.
VeloCore Customer Care
Returns & Exchanges
Every ride begins with confidence, and every order should feel the same. VeloCore provides a clear 30-day returns and exchanges process for eligible items, supported by careful review, practical guidance, and a customer-first approach designed for modern cycling gear.
Policy Overview
A premium return experience starts with clarity.
VeloCore accepts eligible returns and exchanges within 30 days of delivery. Items should be unused, clean, complete, and returned with original packaging, tags, manuals, accessories, protective materials, and any included parts. This helps us review your request quickly and ensures that cycling products remain safe, complete, and properly documented.
Our catalog includes mountain bikes, road bikes, kids mountain bikes, bike lights, bike phone mounts, bike helmets, cycling gloves, reflective gear, bike mirrors, and bike storage racks. Because these products can affect rider safety and performance, return eligibility may depend on item condition, installation marks, visible wear, packaging completeness, and whether the product has been used on the road.
How It Works
Four clear steps from request to resolution.
We keep the process structured so you always know what comes next. Before sending any item back, please begin with a return or exchange request. This allows our team to confirm eligibility, review order details, and provide the correct return instructions for your specific product.
Do Not Ship First
Please wait for return instructions before sending any item back. Unapproved returns may be delayed or rejected.
Keep Packaging
Original packaging, tags, accessories, manuals, and protective materials help speed up the review.
Receive Review Instructions
Our team will review your request and provide the next steps. Depending on the item, we may ask for product photos, packaging photos, serial or label details, or a short explanation of the issue.
Prepare The Item
Pack the product securely with all included components. For cycling accessories, ensure small parts, brackets, screws, mounts, straps, charging cables, and instruction sheets are included when applicable.
Resolution Completed
Once the return is received and inspected, we will process the eligible refund, replacement, or exchange according to the approved request and item condition.
Eligibility Standards
What makes a product return-ready.
Cycling products need careful handling because they may be connected to safety, visibility, mounting stability, and riding comfort. The standards below help protect every customer while keeping the process fair and predictable.
01
Unused Condition
Items should be unused, uninstalled, clean, and free from road wear, scratches, dents, odors, stains, sweat marks, mud, grease, or visible signs of outdoor riding.
02
Complete Package
Please include the original packaging, product tags, protective inserts, manuals, charging cables, mounting hardware, straps, brackets, and any included accessories.
03
Within 30 Days
Eligible return or exchange requests should be started within 30 days of delivery. Requests made after this window may not qualify for standard return processing.
04
Order Verified
A valid VeloCore order record is required. Please use the same name, email address, or order details connected to the original purchase whenever possible.
05
Safe To Inspect
Products should be packed safely for transit. Damaged return packaging or missing protective materials may affect inspection results if the product is harmed during return shipping.
06
Approved First
Return instructions must be provided before shipment. This ensures the item is directed correctly and can be connected to your request when it arrives for review.
Items that may not qualify for return.
- Products showing road use, installation marks, scratches, dents, dirt, sweat, grease, or visible wear.
- Bike helmets that have been worn, impacted, altered, or returned without complete internal packaging and tags.
- Bike lights, phone mounts, mirrors, and storage racks that have been installed, modified, damaged, or returned with missing hardware.
- Cycling gloves or wearable items with signs of use, odor, stains, stretching, washing, or removed hygiene-related packaging.
- Items missing manuals, product inserts, protective materials, accessories, chargers, straps, brackets, screws, or other included parts.
Issues we review with priority.
- Products that arrived damaged, defective, or visibly affected during delivery.
- Orders that arrived incomplete, including missing accessories, hardware, or included components.
- Incorrect items that do not match the product ordered.
- Packaging damage that may have affected the product inside.
- Exchange requests for eligible items where a better product match is needed.
Photos help us resolve requests faster.
For damaged, incorrect, incomplete, or defective orders, please include clear photos of the product, outer packaging, shipping label, included accessories, and any visible issue. This helps our team review the request accurately and avoid unnecessary back-and-forth.
Exchange Guidance
Exchanges are designed to keep you moving.
If an eligible item is not the right fit for your riding setup, we can help review exchange options. Exchanges depend on product availability, item condition, return approval, and whether the replacement product is suitable for the same order value or requires a price adjustment.
When an exchange makes sense.
Exchanges are helpful when the item is eligible but a different product is better suited to your bike, riding style, storage space, visibility needs, or accessory setup. For example, a rider may need a different phone mount style, a more suitable bike mirror, a different storage rack format, or another accessory option that better matches the product use case.
Accessory Match
Useful when a mount, light, rack, mirror, or reflective item does not match your intended setup.
Fit Preference
Useful when eligible wearable gear or support accessories need a better comfort match.
Gift Adjustment
Useful when a cycling gift is unopened and a different item would better suit the recipient.
Use Case Change
Useful when the original product is eligible but your cycling setup needs a different solution.
Exchange conditions to know.
Replacement availability can change. If the requested exchange item is unavailable, we may recommend an alternative, provide a return option if eligible, or guide you toward another product category. Items must pass inspection before an exchange is completed, and original shipping timelines may vary once the replacement is approved.
Availability
Exchange products are subject to current stock and may not always be immediately available.
Inspection
Returned items must be inspected before the replacement process is finalized.
Price Difference
Some exchanges may require adjustment if the replacement product has a different price.
Shipping Timing
Replacement delivery timing begins after approval and processing, not from the original order date.
Refund Timing
What happens after your return is received.
Once your approved return arrives, it is reviewed for condition, completeness, and request accuracy. Refunds are issued to the original payment method when the item qualifies. Bank or card processing time may vary depending on the payment provider, so the posting date may differ from the date the refund is released.
Return Received
The returned package is matched to your approved request. Clear labeling and complete packaging help reduce processing delays.
Item Inspected
The product is reviewed for use, damage, missing parts, packaging completeness, and overall eligibility according to the return standards.
Resolution Approved
If approved, the refund, replacement, or exchange process is initiated. If more details are needed, our team may request additional information.
Refund Released
Eligible refunds are sent to the original payment method. Your bank, card provider, or payment platform may need additional time to post the funds.
Special Cases
Damaged, defective, incorrect, or missing items.
If your order arrives with a visible issue, please begin the review process as soon as possible. Keep the product, packaging, shipping label, and all included materials until the request is resolved. Do not discard packaging, because it may be needed for carrier review or product verification.
A
Damaged On Arrival
Share photos of the outer carton, inner packaging, product damage, and shipping label. We will review whether a replacement, refund, or other resolution applies.
B
Defective Product
Describe the issue clearly and include photos or video if helpful. For lights or electronic accessories, include details about charging, buttons, cables, or visible defects.
C
Incorrect Item
Keep the item unused and provide photos of the product, packaging, and label. We will compare the received item with your order details.
D
Missing Parts
For mounts, mirrors, racks, lights, and accessories, list the missing parts and include a photo of everything received so we can review the package contents.
E
Gift Returns
Gift-related returns must still meet eligibility standards. The item should be unused, complete, and within the 30-day window from delivery.
F
Order Changes
If an order is already processing or shipped, cancellation may not be possible. A return or exchange request may be reviewed after delivery.
Returns FAQ
Detailed answers before you submit a request.
Each answer is closed by default for a clean reading experience. Open only the question that applies to your order.
How long do I have to request a return or exchange?
Eligible returns and exchanges should be requested within 30 days of delivery. The item should be unused, clean, complete, and returned with its original packaging and included materials. Requests outside the 30-day window may not qualify for standard return or exchange processing.
Do I need approval before shipping my item back?
Yes. Please wait for return instructions before sending anything back. Approved instructions help us identify the package, connect it to your order, and review the item correctly. Unapproved returns may be delayed, rejected, or difficult to process.
What condition should the product be in?
Products should be unused, uninstalled, clean, and complete. They should not show road use, scratches, dents, dirt, stains, odors, sweat marks, grease, missing parts, removed tags, or altered packaging. Cycling products may be reviewed carefully because they can relate to rider safety and product performance.
Can I return a bike helmet after trying it on?
Helmet eligibility may be limited for safety and hygiene reasons. A helmet should be unused, unworn beyond a basic inspection, unimpacted, unaltered, and returned with all tags, inserts, manuals, and original packaging. Any sign of wear, impact, damage, or missing safety materials may affect eligibility.
Can installed accessories be returned?
Accessories such as bike lights, phone mounts, mirrors, and storage racks may not qualify if they have been installed, used, scratched, modified, or returned with missing hardware. Please check fit and compatibility carefully before installation.
What if my product arrived damaged or incorrect?
Please keep the item, packaging, shipping label, and all included materials. Send clear photos of the product, package, label, and issue. Our team will review the information and guide you through the appropriate resolution, which may include replacement, refund, or further inspection depending on the case.
When will my refund be issued?
After an approved return is received, the item is inspected. If it qualifies, the refund is issued to the original payment method. Your bank, card provider, or payment platform may require additional time to post the refund after it has been released.
Are returns and exchanges free?
VeloCore offers free returns and exchanges within 30 days for eligible items. Approval, item condition, order verification, and complete return packaging are required. Some situations may require review before the final resolution is confirmed.
Can I exchange for a different product category?
In many cases, eligible exchanges can be reviewed across suitable product categories, depending on availability and price difference. For example, a customer may need a different phone mount, bike light, mirror, rack, or reflective accessory. Any replacement depends on eligibility, item condition, and current stock.
What information should I include in my request?
Include your order number if available, full name, order email, product name, reason for return or exchange, preferred resolution, and photos if the product is damaged, defective, incorrect, incomplete, or visibly different from expected.
VeloCore Support
Need help with a return or exchange?
Our support team can help review eligibility, explain next steps, confirm required information, and guide you through damaged, incorrect, incomplete, refund, or exchange-related requests. For contact-related needs, use the single support link below.
Business Name
VeloCore
Business Address
751 Lincoln Ln, Dearborn, MI 48126, United States
Support Email
support@velocore.lol
Support Phone
+1 (586) 245-8671