Returns & Refund Policy

We want customers to be confident purchasing from Velduro South Africa. This policy applies in addition to your rights under applicable South African law, including the Consumer Protection Act 68 of 2008.

Returns

If you wish to return an eligible product, please contact Velduro South Africa as soon as possible and within 14 days of delivery.

To be eligible for a discretionary return, the product must generally be:

• Unused and in its original condition
• Free from damage, marks or signs of use
• Returned with its original packaging, accessories, manuals and supplied components
• Accompanied by proof of purchase

Please contact us before sending any product back so that we can provide the appropriate return instructions.

Complete Bicycles

Complete bicycles may be returned where eligible and where the bicycle has not been ridden or used beyond what is reasonably necessary to inspect it.

A bicycle that has been ridden outdoors, damaged, modified or shows signs of use may not qualify for a discretionary return, subject always to any rights available under applicable South African consumer law.

Frames, Frame Packages & Components

Frames, frame packages and components may be returned where eligible provided they have not been fitted, assembled, modified or damaged and remain in their original condition.

Components that have been installed or show signs of installation may not qualify for a discretionary return unless they are defective or applicable law provides otherwise.

Custom Builds & Special Orders

Custom-built bicycles, specially configured products and products specifically ordered or sourced for a customer may not qualify for a discretionary change-of-mind return once the build, sourcing or customisation process has commenced.

This does not affect your rights where a product is defective, unsafe, incorrectly supplied or otherwise covered by applicable consumer law or warranty.

Return Shipping

For discretionary returns or change-of-mind returns, return transport costs are generally for the customer's account.

Where a product is confirmed to be defective, incorrectly supplied or otherwise qualifies for a remedy under applicable law, Velduro South Africa will deal with reasonable return transport costs as appropriate.

Products being returned should be appropriately packed and protected during transport.

Refunds

Once a returned product has been received and inspected, we will advise you of the outcome.

Approved refunds will be processed using the original payment method where reasonably possible. Processing times may vary depending on the payment provider or financial institution.

Any deductions from a discretionary refund for actual loss in value, damage or missing items will only be applied where permitted by applicable law.

Faulty or Defective Products

If you believe your bicycle, frame, Avinox system or component is defective, please contact us before returning it.

We may ask for photographs, video, proof of purchase, serial numbers or other information necessary to assess the issue.

Depending on the circumstances and applicable law, the appropriate remedy may include inspection, repair, replacement or refund.

Warranty Claims

Velduro frames carry a 5-year warranty and the Avinox drive system carries a 2-year warranty, subject to the applicable warranty conditions.

Other components are covered by their applicable manufacturer's warranties.

Warranty does not generally cover normal wear and tear, crash or impact damage, misuse, neglect, unauthorised modifications or damage resulting from incorrect assembly or maintenance, except where applicable law provides otherwise.

Demo & Used Products

Demo, ex-display or previously used products will be clearly identified where applicable. Any known condition or cosmetic issues will be disclosed before purchase.

The fact that a product is sold as demo or used does not remove any consumer rights that apply to that sale.

Contact

To request a return or discuss a fault or warranty claim, contact:

Velduro South Africa
67 Imam Haron Road
Claremont, Cape Town
South Africa

Telephone: +27 21 671 5008
Email: sales@velduro.co.za