Refund Policy

Buy with Confidence

At ORZEL, we're committed to making your shopping experience as smooth and worry-free as possible.

✔ 14-Day Return Window (Unused Bikes Only)
✔ 1-Year Limited Warranty
✔ Secure Payment Processing
✔ Dedicated Customer Support
✔ Genuine ORZEL Replacement Parts

Order Cancellation

Before Your Order Ships

You may cancel your order at any time before you receive your shipment confirmation email.

If your order has not yet shipped, you will receive a full refund to your original payment method.

After Your Order Ships

Once your order has shipped, it can no longer be canceled.

However, eligible bicycles may still be returned under our 14-Day Return Policy.

14-Day Return Policy

We accept returns within 14 days of delivery for eligible bicycles.

To qualify for a return, your bicycle must:

• Be unused and unridden.

• Be in like-new condition.

• Include all original accessories, manuals, charger, keys, and packaging.

• Be returned in its original box.

• Include proof of purchase.

Returns that do not meet these requirements may not be accepted.

Return Shipping & Fees

If you are returning your order for reasons unrelated to product quality (such as ordering the wrong model or changing your mind), you will be responsible for:

• Return shipping costs

• Original outbound shipping costs paid by ORZEL (even if your order qualified for free shipping)

• Any applicable restocking fee

A restocking fee of up to $300 may apply depending on the condition of the returned bicycle.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged or defective:

• Bicycle accessories

• Helmets

• Locks

• Pumps

• Phone holders

• Gift items

• Promotional products

• Clearance or Final Sale items

For safety reasons, bicycles that have been ridden, modified, damaged by misuse, or are missing original parts or packaging cannot be returned.

Damaged or Defective Products

If your bicycle arrives damaged during shipping, is missing parts, or has a manufacturing defect, please contact us within 7 days of delivery.

To help us process your request quickly, please provide:

• Your order number

• Photos of the bicycle

• Photos of the shipping carton and shipping label

• Videos (if applicable)

• A brief description of the issue

After reviewing your claim, we will determine the most appropriate solution, which may include:

• Replacement parts

• Repair assistance

• Approved repair reimbursement

• Product replacement

• Other reasonable solutions

Manufacturing defects are covered under our Warranty Policy.

How Returns Work

Returning your bicycle is simple:

Step 1: Contact ORZEL Customer Support.

Step 2: Receive Return Authorization and shipping instructions.

Step 3: Ship the bicycle back in its original packaging.

Step 4: Our team inspects the returned product.

Step 5: Once approved, your refund will be processed to your original payment method.

Please do not return any product without prior authorization, as unauthorized returns may be refused.

Refund Processing

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be issued to your original payment method within a reasonable processing period. Processing times may vary depending on your payment provider or financial institution.

If applicable, deductions may include:

• Original outbound shipping charges

• Return shipping charges paid by ORZEL

• Restocking fees

• Costs for missing accessories or damaged components

Exchanges

We only replace products that are confirmed to have manufacturing defects or shipping damage.

If you believe your bicycle qualifies for a replacement, please contact our Customer Support team before returning the product.

International Orders

International orders may incur currency conversion fees, bank charges, or payment processing fees imposed by your financial institution.

These fees are non-refundable.

All refunds are issued in U.S. Dollars (USD) up to the original purchase amount.

Need Help?

If you have any questions about returns, cancellations, or refunds, we're here to help.

Email: contact@orzelbike.com

Our Customer Support team will be happy to assist you.