Terms of service

VELLO BIKE Warranty

The VELLO BIKE warranty promised to the customer by VELLO GmbH (“VELLO”) applies to all non-wear components of the bicycle and is valid for 2 years from the date of purchase for the original owner. This warranty exists in addition to any statutory warranty claims.

By registering on VELLO GmbH’s website within six weeks of purchase, a voluntary lifetime warranty covering only the frame can be activated. It is non-transferable and valid solely for the person who originally purchased the bike directly from VELLO or through an authorized dealer. Registration at www.vello.bike/pages/garantie must occur within six weeks of purchase. If no registration takes place during this period, only the statutory warranty and the two-year VELLO BIKE warranty apply. The lifetime warranty covers exclusively structural defects in the frame that are due to material or manufacturing faults and is limited to the normal product life of the frame under intended use.

Excluded from the warranty are normal signs of wear and tear, as well as consumable parts. Also not covered are paint damage, scratches, dents, discoloration, corrosion, and other comparable signs of use that occur in ordinary operation. Furthermore, the warranty does not cover consequential damages resulting from improper assembly, improper or irregular maintenance and care, or improper installation of components or accessories. Also excluded are damages caused by accidents, misuse, neglect, force majeure, use of parts not manufactured or approved by VELLO, non-professional repairs, as well as damages resulting from failure to comply with the instructions and warnings in the user manual or structural modifications to the frame or other components. Attachment parts of the frame such as bearings, shock absorbers, or magnets, as well as wear and damage to threads and sleeves arising from normal and/or improper use, are not covered by the lifetime warranty. The warranty also becomes void in cases of improper use, such as overloading or performing jumps with folding bikes or cargo bikes. Damages or limitations resulting from technical obsolescence due to changes to components made by manufacturers or suppliers are excluded from the warranty, in particular where the affected components are no longer available or are no longer compatible with the frame or other components.

VELLO reserves the right, when a warranty claim is made, to inspect the frame and, if a structural defect is confirmed, to choose either a replacement or an equivalent solution. VELLO also reserves the right to deny any warranty claim.

VELLO BIKE assumes no liability for indirect damages, consequential damages, or loss of profit.

This warranty does not cover bicycles that are used for commercial purposes, including rentals, demos, or fleet use.

To make a warranty claim, the customer must contact VELLO GmbH in writing—providing the original invoice and appropriate documentation (description of the problem and circumstances that led to the failure, rider’s weight and load weight, frame number and rear-triangle number, registration confirmation, and clear photos)—within the warranty period. Contact details: VELLO GmbH, Reinprechtsdorfer Straße 58–60, 1050 Vienna, Austria; Phone: +43 660 66 83 556; Email: support@vello.bike.

The warranty can only be enforced directly with VELLO at its headquarters or through an authorized VELLO dealer. There is no entitlement to reimbursement for replacement work carried out by third parties or for any associated transport or travel costs.

Otherwise, the General Terms and Conditions of VELLO GmbH apply.

GENERAL TERMS AND CONDITIONS (GTC)

Effective: May 2025

Important Notice: Due to varying legal regulations in different regions, bicycles delivered by VELLO GmbH may not always comply with applicable local requirements. Users are responsible for ensuring legal use and equipment compliance; VELLO GmbH assumes no liability or warranty in this regard.

1. Scope

These General Terms and Conditions (“GTC”) apply to all deliveries and services provided by VELLO GmbH (“VELLO”) based on orders placed in the online shop https://www.vello.bike. Any supplemental or deviating conditions from the customer require VELLO’s express written and company-signed acknowledgment to be legally effective.

2. Conclusion of Contract

2.1 All offers by VELLO are non-binding and serve as an invitation for the customer to submit an offer (“Order”). VELLO is entitled to accept such orders only in part.

2.2 An order is possible only if all mandatory fields of the online order form (marked with an asterisk) are completely and correctly filled out. Before submitting the order, the customer receives a summary of the order including prices, which the customer can still correct. Receipt of the order by VELLO is confirmed by an automatically sent email to the customer’s email address, but this does not constitute acceptance of the order. Orders are accepted by VELLO only during normal business hours (Monday to Friday from 9:00 to 16:00, except Austrian public holidays). Orders received outside business hours are considered received only at the beginning of the next business day. The customer is responsible for ensuring proper acceptance of the ordered goods.

2.3 The contract regarding the customer’s order is concluded upon acceptance by VELLO, which occurs by sending an order confirmation via email to the customer’s provided email address. The order confirmation contains an order number that the customer must quote in any further correspondence with VELLO.

3. Language of the Contract

The contractual content, customer service, and complaint handling are offered in German and English.

4. Consumer Information on Exercising the Right of Withdrawal

4.1 Right of Withdrawal

A customer who is a consumer within the meaning of the Austrian Consumer Protection Act (“KSchG”) (hereinafter also referred to as the “Consumer Customer”) has the right to withdraw from a contract concluded in the online shop within thirty days without giving any reason. The withdrawal period is thirty days from the day on which the Consumer Customer or a third party named by him or her, who is not the carrier, took possession of the goods. If a Consumer Customer ordered multiple goods as part of a single order and they were delivered separately, the withdrawal period expires thirty days from the day on which the Consumer Customer or a third party named by him or her, who is not the carrier, took possession of the last goods.

To exercise the right of withdrawal, the Consumer Customer must inform VELLO GmbH, Reinprechtsdorfer Straße 58–60, 1050 Vienna, Austria; Phone: +43 660 66 83 556; Email: support@vello.bike, by means of a clear statement (e.g., a letter sent by post or an email) of his or her decision to withdraw from the contract. The Consumer Customer may use the sample withdrawal form, but it is not mandatory. If a Consumer Customer makes use of this option, VELLO GmbH will promptly send a confirmation of receipt of the withdrawal on a durable medium (e.g., by email). If the Consumer Customer does not receive a response within two days, VELLO GmbH requests that the Consumer Customer send another email or call +43 660 66 83 556. To meet the withdrawal deadline, it is sufficient that the notice of exercising the right of withdrawal is sent before the withdrawal period expires.

Download: Sample Withdrawal Form (PDF)

The right of withdrawal does not apply to goods custom-made, assembled, adapted, or produced according to customer specifications.

4.2 Effects of Withdrawal

If a Consumer Customer withdraws from a contract concluded in the online shop, VELLO GmbH will reimburse all payments received from the Consumer Customer, including any delivery costs (except for additional costs resulting from the Consumer Customer choosing a type of delivery other than the least expensive standard delivery offered by VELLO GmbH), no later than thirty days from the day on which the notice of withdrawal is received. For this reimbursement, VELLO GmbH uses the same means of payment that the Consumer Customer used for the original transaction, unless expressly agreed otherwise; in no event will any fees be charged to the Consumer Customer for the reimbursement. VELLO GmbH may withhold reimbursement until it has received the goods back or until the Consumer Customer has provided proof of having sent back the goods, whichever occurs first.

The Consumer Customer must return or hand over the goods without undue delay and, in any event, no later than thirty days from the day on which he or she informed VELLO GmbH of the withdrawal to the following address:
Shipping address: VELLO GmbH, 1120 Vienna, Schönbrunner Straße 213-215/HOFGB/HI TR. The deadline is met if the Consumer Customer sends the goods before the thirty-day period expires. The Consumer Customer must adequately pack the goods and/or protect them from damage and transport damage.

The Consumer Customer bears the direct cost of returning the goods. The Consumer Customer must cover any diminished value of the goods if that loss in value is attributable to handling the goods beyond what is necessary to examine their nature, characteristics, and functioning. The Consumer Customer may test the product as he or she would in a physical store, but is not permitted to use it. If the product has been tested beyond what is necessary, it is considered used, and in that case the Consumer Customer receives only partial or no reimbursement, depending on the resale value of the product.

4.3 Customers cannot cancel the order by refusing to accept the product. If a customer refuses delivery, the delivery costs will be deducted from the refunded amount.

5. Prices

5.1 The prices prevailing on the website at the time apply (price errors excepted). All prices are total prices and include statutory value added tax under Austrian law. All price indications are in euros, unless explicitly stated otherwise. If prices are shown in a foreign currency, they are based on the exchange rate of the day on which the price information was given.

5.2 Costs for shipping, import and export duties, taxes, and other fees as well as all other taxes (except Austrian value added tax) related to the product or transport are the responsibility of the customer.

6. Payment Terms

6.1 The customer can pay the purchase price including ancillary costs only by debit card, PayPal, Sofortüberweisung, or one of the following credit cards: Mastercard, Visa. The indicated credit card is charged before the order is shipped to the delivery address provided by the customer. VELLO uses the SSL (Secure Socket Layer) encryption mechanism to transmit credit card data. The SSL system can be recognized by the web address (URL) beginning with “https” instead of “http” and by a locked padlock or key icon in the status bar at the bottom of the screen. No special software is required to use SSL; current web browsers should support the SSL protocol.

6.2 The ordered goods are shipped to the delivery address indicated by the customer only if the purchase price including ancillary costs can be charged to the specified credit card or if billing to the customer via another payment method has been successful.

7. Delivery Conditions

7.1 Shipping by freight carrier is at the customer’s risk to the delivery address provided when placing the order. The customer bears all costs resulting from incorrect, incomplete, or unclear address information.

7.2 Delivery dates are non-binding. If VELLO cannot accept an order (e.g., due to non-availability of the goods), VELLO will inform the customer immediately. The delivery period is extended by the duration of any unforeseen or uncontrollable circumstances, such as cases of force majeure and comparable events, as well as delivery delays from suppliers for any reason.

7.3 Notwithstanding any contrary provisions in these terms, any delivery time quoted by VELLO is an estimate in good faith of the expected delivery date. VELLO will make reasonable efforts to fulfill the customer’s orders within the indicated time.

7.4 VELLO is entitled to make partial deliveries.

7.5 For shipments outside the EU, the customer is responsible, at his or her expense, for obtaining all legally required permits, licenses, registrations, certifications, and other documents related to the import of the products.

8. Retention of Title

8.1 All goods ordered from VELLO become the property of the customer only after full payment, including ancillary fees, surcharges, interest, taxes, and all costs arising under the contractual terms.

8.2 Until the goods have fully passed into the customer’s ownership, the customer is not authorized to provide them to third parties, pledge them, or otherwise burden them in favor of third parties. As long as the goods have not passed into the customer’s ownership, the customer must inform VELLO immediately in writing of any seizure, attachment, or other third-party claims on the goods. In case of seizure, attachment, the customer’s insolvency, or dissolution of the customer’s business, the customer is also obliged to immediately inform any administrator, liquidator, bailiff, or court usher about VELLO’s retention of title.

9. Notice of Defects

9.1 Defects must be reported to VELLO as soon as possible upon delivery or upon discovery. If a customer is an entrepreneur within the meaning of the KSchG, defects that are discoverable upon careful inspection at the time of taking delivery must be reported in writing within 14 days of receipt of the goods, providing a detailed description of the defect; otherwise, the goods are deemed accepted.

9.2 The customer must cease using the product immediately upon discovering any defects or faults. Failure to do so will result in the forfeiture of any rights and claims related to those defects.

10. Warranty and Liability

10.1 VELLO is responsible only for those functions and properties of delivered products that have been explicitly agreed in writing between the contracting parties. The customer acknowledges that, due to the handcrafted nature of the products, minor deviations in dimensions, weight, and other properties may occur without constituting a defect. Illustrations on the website are for illustration only.

10.2 The provisions regarding the two-year VELLO™ BIKE warranty and the lifetime warranty on the frame (including the rear triangle) can be found in the “VELLO™ BIKE Warranty” section at the beginning of these General Terms and Conditions. That section is an integral part of the GTC and contains all information about the scope, conditions, and exclusions.

10.3 Due to product development and obsolescence, some components may not be available for older VELLO bikes. Upgrading components is not covered by VELLO’s warranty: procurement of new components must be done through the VELLO website or a local VELLO dealer.

10.4 In the event of a duly justified defect, VELLO is entitled to remedy the defect, in particular by providing a replacement. If the defect cannot be remedied or VELLO is unable to provide a replacement, the customer is entitled to a price reduction or, if the defect is not minor, to rescission. For customers who are consumers within the meaning of the KSchG, statutory warranty provisions apply.

10.5 VELLO is liable only for damages caused by intent or gross negligence, except for personal injury. Compensation for consequential damages as well as pure financial losses is excluded for entrepreneurs within the meaning of the KSchG. If it is not a business transaction with a consumer, the injured party must prove the existence of slight or gross negligence. Any liability of VELLO is limited to the amount agreed upon when ordering and paid by the customer in connection with the delivery, but not exceeding EUR 10,000.

11. Use of the Website, Data Protection, Copyrights

11.1 The use of any VELLO website by the customer is governed by the website’s terms of use and the provisions relating to the use of cookies.

11.2 VELLO employees are bound by the confidentiality obligations of the Data Protection Act.

11.3 VELLO owns all usage rights to all images, videos, and texts published on valentinvodev.com and vello.bike. Use of images, videos, and texts without prior written consent from VELLO is not permitted.

12. Applicable Law and Jurisdiction

12.1 The legal relationships with the customer are governed exclusively by Austrian substantive law, excluding the UN Convention on Contracts for the International Sale of Goods.

12.2 For disputes arising from the contract concluded with the customer or the General Terms and Conditions underlying that contract, depending on subject-matter jurisdiction, only the District Court for Inner City Vienna or the Regional Court for Civil Matters Vienna have jurisdiction. If the customer is a consumer within the meaning of the KSchG, jurisdiction is established at the court having jurisdiction over the consumer’s place of residence, habitual abode, or place of employment. The place of performance is VELLO’s registered office at 1050 Vienna, Austria.

13. Miscellaneous

13.1 Should individual provisions of these GTC be wholly or partially invalid due to mandatory legal requirements, the remaining provisions of these GTC remain unaffected. The parties undertake to promptly agree on a new valid provision that comes as close as possible to the economic purpose of the invalid provision.

13.2 The customer is not entitled to remove or render invisible the company logo or name on the product or accompanying documents.

13.3 The customer is obliged to immediately inform VELLO in writing of any changes to name, address, or place of residence to avoid damages. In case of failure, any written communication sent to the last known address of the customer is considered properly delivered. Any transfer of rights arising from the contract with VELLO to third parties requires VELLO’s written consent. VELLO is entitled to transfer the rights and obligations arising from the contract with the customer to third parties.