Easy returns.

Yes, as a consumer in the EU you have a full 14-day right of withdrawal from the date you receive your item, under EU consumer law. Please note: an e-vehicle that has been used or ridden – no matter how short the distance – is not taken back. Check the vehicle without riding it. Here are the details of how it works:

Conditions for returns

• Right of withdrawal: You have the right to withdraw from your purchase within 14 days from receiving the item, without giving a reason. After notifying us, you then have 14 days to send the item back.
• Condition of the product: To receive a full refund, the following must be met:
  • The product must not have been used beyond what is necessary to check its nature and function. For an e-vehicle this means: do not ride it at all.
  • All labels/tags must still be attached.
  • All accessories, manuals and components must be included.
  • Return the item in its original box (original packaging). Keep the original box – the product is always sent in its original box; we do not send out new boxes.

E-vehicles: unused or no return

• Used e-vehicles are not taken back: an e-scooter, e-bike, electric unicycle, e-cross bike or mobility scooter that has been ridden – no matter how short the distance – cannot be returned as an unused item. A used e-vehicle has lost its value as new, and the deduction then normally corresponds to the full value of the item.
• How to check it without losing your right of withdrawal: unpack carefully, check the model, the colour, that all parts are included and that the vehicle switches on. Do not ride it, do not fit any accessories and do not register it in the manufacturer's app. Keep the protective film and the packaging.
• Inspection on return: all returns of e-vehicles are inspected. Worn or dirty tyres, scratches, distance on the odometer, charge cycles in the battery or registration in the app mean that the return is refused and the vehicle is sent back at your expense.

Return costs

Unless the product is defective or non-conforming, you are responsible for the return cost: from €8.90 for accessories and spare parts, and up to €499 for e-scooters, e-bikes, electric unicycles, e-cross bikes and large items, depending on weight and volume. The exact cost is confirmed in advance and deducted from your refund.

Need help?

If you have questions about returns, the right of withdrawal or your rights, don't hesitate to contact our customer service.

Returning a product with us is easy, and we'll guide you through the process step by step. Here's what you need to know:

Returns and right of withdrawal

As a consumer in the EU, you have a full 14-day right of withdrawal from the date you receive your product(s), under EU consumer law (Directive 2011/83/EU). To be eligible for a return, the product must not have been used beyond what is necessary to check its nature and function, and all original packaging, accessories, manuals and components must be included and returned in the original box. Keep the original box – the product is always sent in its original box; we do not send out new boxes. An e-vehicle that has been used or ridden – no matter how short the distance – is not taken back; check the vehicle without riding it.

Return costs

Unless the product is defective or non-conforming, you are responsible for the return cost:

• Accessories and spare parts: from €8.90.
• E-scooters, e-bikes, electric unicycles, e-cross bikes and large items: up to €499, depending on weight, volume and logistics.

The exact return cost is communicated to you in advance, based on weight and volume, and requires your approval before the return is arranged. It is then deducted from your refund. You are responsible for ensuring the product reaches us safely, unless a collection is arranged by Wheelyshop.

How to return your order

1. Contact us: Use the form on this page and select the subject "Return".
2. Provide details: Give your order number and state which items you'd like to return.
3. Always attach photos and video: Show the condition of the product – the packaging if it's unopened, or the product itself (including relevant parts such as wheels, frame or components) if it's been opened.

We'll respond within a reasonable time with the exact return cost, return instructions, and pickup or shipping details. Please note that returns can't be accepted without prior written approval.

Defective or non-conforming products

If a product is defective or doesn't match your order, the return and shipping costs are covered by Wheelyshop, and you're entitled to a repair, replacement, price reduction or – where applicable – cancellation of the purchase.

Need help?

If you have questions about the return process or need help, contact our customer service. We're here to make it easy for you!

Yes, in most cases you pay the return shipping when you withdraw from a purchase. The cost depends on what you are returning, and you always know the amount before anything is sent back.

What does return shipping cost?

• Accessories and spare parts: 8.90 EUR (flat rate).
• E-scooters, e-bikes and other electric vehicles: up to 499 EUR depending on weight and volume. We get back to you within 24 business hours with the exact cost, and the return is only arranged once you have approved it.

How the cost is deducted

• Deducted from your refund: the return cost is automatically deducted from the amount we refund, so you do not need to pay anything up front.
• If you paid by invoice: the invoice is adjusted, but the return fee still applies. If you bought a product for 29.90 EUR and the return cost is 8.90 EUR, the refund is 21.00 EUR, and you pay the 8.90 EUR via the invoice.
• Wait for the adjusted invoice: do not pay the full invoice if you have already sent a return, and contact us if the due date is approaching.

When the return is free of charge

• Defective product: if the return concerns a complaint, for example a defect or transport damage, we pay the shipping. Always contact us before sending back a faulty product.

Your responsibility in transit

• The parcel must reach us: you are responsible for the return arriving, and we cannot compensate for parcels lost in transit. Pack the item carefully in the original box.

Need help?

Not sure what your return will cost? Contact our customer service and we will work out the amount before you send anything.

Returning a product and getting a refund should be a simple process. Here's what you can expect when you return an item to us:

Step 1: Return confirmation

Once your return has been received and inspected by us, we'll confirm the approved refund amount, which is the purchase price minus any applicable return cost.

How the refund is calculated

Your refund is the original purchase price of the returned item(s) minus any return cost. Return costs start from €8.90 for accessories and spare parts, and go up to €499 for e-scooters, e-bikes, electric unicycles, e-cross bikes and large items, depending on weight and volume. If the product is defective or non-conforming, return and shipping costs are covered by us.

If you paid by invoice

• Your invoice is adjusted: if you paid by invoice (e.g. Klarna), the refund is deducted from the invoice amount – so you receive a new, lower invoice instead of money back.
• The return fee still applies: the return cost must still be paid. Example: if you bought a product for €60 and the return cost is €8.90, the refund is €51.10 – you still pay the €8.90 via the invoice.
• No invoice yet? Don't pay the full invoice if you have already sent a return – wait for the adjusted invoice, and get in touch with us if the due date is approaching.

Step 2: Processing the refund

• Time frame: The refund is normally processed within 2–5 business days after we have received and approved the return, and no later than 14 days. We may, however, withhold the refund until we have received the returned goods or you provide proof that you've sent them back.
• Refund method: The amount is issued using the original payment method used for your purchase.

If your return is not approved

• Diminished value: You are responsible for any diminished value resulting from handling the product beyond what is necessary to check its nature and function. In such cases we may make a corresponding deduction from your refund.

Need help?

If you have questions about your return or the refund process, don't hesitate to contact our customer service for personal assistance.

If you're waiting for a refund and haven't seen any money returned to your account, there are a few steps you can take to resolve this:

Step 1: Check your bank account

• Check your account: Sometimes bank transactions can take time to appear in your account. We recommend checking your bank account again to make sure the refund hasn't already gone through.

Step 2: Contact your credit card company

• Processing time: Contact your credit card company, as it can often take a little time before a refund is officially issued and appears in your account. This process can in some cases take up to 1–3 business days.

Step 3: Check with your bank

• Delays at the bank: If you used a debit card or direct payment, also contact your bank. There is often a processing time before a refund is posted to your account.

Step 4: Contact us

• Still no refund? If you have followed all of the above steps and still haven't received your refund within 14 days of our return approval, please contact us. You can do this via the form on this page.