Warranty

VELLO BIKE Warranty

At VELLO, quality comes first. That’s why, in addition to the statutory warranty, you receive our voluntary VELLO BIKE Warranty.

What is covered?

  • 2-year warranty on all non-wearing components. Applies automatically from the date of purchase for you as the first owner.
  • Lifetime warranty on frame. Activate your warranty online within 6 weeks of purchase (first owner only).
👉 Register now

This warranty covers structural damage to the frame resulting from material or manufacturing defects. It is valid for the entire normal service life with proper use.

What is not covered?

  • Normal wear and tear and wear parts (e.g., chains, brake pads, tires)
  • Cosmetic damage (scratches, paint chips, rust)
  • Damage caused by misuse, accidents, improper assembly, or poor maintenance
  • Damage from components not approved or modified by VELLO, or modifications that do not meet technical standards
  • Commercial use (e.g., rental, fleet operation)

A full list of exclusions can be found in our warranty terms (GTC).

How to report a warranty claim

Please email us at support@vello.bike with:

  1. Invoice (photo or scan)
  2. Brief description of the defect + circumstances of the damage
  3. Weight of rider + load
  4. Frame number
  5. Clear photos of the damage
  6. Registration confirmation (for lifetime warranty)

We will review your case carefully and find the best solution—repair, replacement, or an equivalent alternative.

Questions?

VELLO GmbH
Reinprechtsdorfer Straße 58–60
1050 Vienna, Austria

📧 support@vello.bike
📞 +43 660 66 83 556 (Mon–Fri 09:00–17:00)

Our promise: Fast, fair, and straightforward so you can enjoy your VELLO bike for years to come.

Form: Extend your warranty*

*If the form is not displayed correctly, please email your contact details (name, address, email, phone number), the frame number and if applicable, the motor number (E-bikes only), as well as the invoice date to support@vello.bike