Returns and Refunds Policy

Last updated: 26/08/2026

Legal Framework

This Return and Refund Policy is governed by the provisions of:

  • Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users.
  • Royal Decree-Law 7/2021, on the modernization of consumer protection regulations.
  • Other applicable regulations on e-commerce in Spain.

Right of Withdrawal

The customer has a period of 14 calendar days from the receipt of the product to exercise their right of withdrawal, without needing to provide justification.

The withdrawal must be communicated by means of an unequivocal statement in which the customer expresses their decision to withdraw from the contract.

To exercise it, you must:

  1. Send an email to info@wheelyshop.es.
  2. Select the subject “Product Return”.
  3. Clearly state your wish to withdraw and include the order number.

The consumer must return the goods within a maximum period of 14 calendar days from the communication of withdrawal.

The right will be considered to have been exercised correctly if the communication is made within the legal period.

Conditions for Returned Products

For the return to be accepted:

  • The product must not have been used beyond what is necessary to verify its nature, characteristics, and functioning.
  • Accessories, manuals, and included components should be returned with the product.
  • The product should be packaged securely, preferably in its original packaging if available or in equivalent protective packaging.

Removing labels, opening the packaging, or inspecting the product as you could in a physical shop does not by itself remove the right of withdrawal. Missing items or handling beyond what is necessary may result in a proportionate deduction for diminished value.

Territorial Scope of Delivery

Wheelyshop ships exclusively to addresses located in mainland Spain.

No shipments are made to:

  • Balearic Islands
  • Canary Islands
  • Ceuta
  • Melilla

Orders with an address outside mainland Spain will not be processed.

In case an order is placed due to a technical error outside the indicated territorial scope, it will be canceled, and a full refund of the amount paid will be processed.

Transfer of Risk

In accordance with article 66 bis of Royal Legislative Decree 1/2007, the risk of loss or deterioration of the product is transferred to the consumer at the moment when they or a third party indicated by them, other than the carrier, acquire physical possession of the good.

Return Costs

Except in cases of defective products or lack of conformity, the direct cost of return will be borne by the customer.

The return costs are:

  • Light products (accessories and spare parts): EUR 8.90 (fixed fee).
  • Bulky or heavy products (electric scooters and electric bicycles): up to EUR 499.

For electric vehicles, the exact amount is calculated according to weight and volume and communicated before collection is arranged.

This amount will be deducted from the refund.

The customer will be responsible for the correct return of the product until its receipt at our facilities, unless the collection has been organized directly by Wheelyshop.

Return Procedure (all products)

To return any product, the customer must:

  1. Send an email to info@wheelyshop.es.
  2. Select the subject “Product Return”.
  3. Indicate the order number and the products to be returned.
  4. Attach photographs or videos that prove the current condition of the product:
    • Images of the packaging if it is unopened.
    • Clear images of the product if it has been unboxed (including tires, frame, and relevant components on electric vehicles).

For electric vehicles, the exact return cost and collection instructions will be communicated within a reasonable timeframe.

A withdrawal notice sent within the legal deadline remains valid even if the practical return arrangements are completed afterward.

Refund

The refund will be made using the same payment method used for the purchase.

It will be made within a maximum of 14 calendar days from the communication of withdrawal, with Wheelyshop being able to withhold the refund until:

  • The goods have been received, or
  • Reliable proof of their return has been received,

whichever occurs first.

The return cost will be deducted from the amount to be refunded when applicable.

Exceptions to the Right of Withdrawal

The right of withdrawal will not apply in the cases provided for in article 103 of Royal Legislative Decree 1/2007, including, among others:

  • Sealed goods that are not suitable for return for health or hygiene reasons and that have been unsealed after delivery.
  • Goods manufactured according to consumer specifications or clearly personalized.

Defective Products or Lack of Conformity

All new products come with a legal warranty of three (3) years, in accordance with current Spanish regulations.

In case of lack of conformity, the consumer may demand:

  • Repair
  • Replacement
  • Price reduction
  • Termination of contract

as legally established.

To do this, you must:

  1. Access Contact us.
  2. Describe the incident in detail.
  3. Attach visual evidence.
  4. Indicate the order number and, where applicable, the serial number.

In these cases, the collection and transport costs will be borne by Wheelyshop.

Certificate of Conformity (CoC)

For certain models, a Certificate of Conformity (CoC) may be offered only when expressly indicated on the product sheet.

The availability of such a certificate does not automatically imply the registration or licensing of the vehicle with the competent authorities.

Compliance with additional administrative requirements will depend on the applicable regulations.

It is the customer's responsibility to verify current regulations beforehand if they intend to register or license the vehicle for circulation on public roads.

Order Cancellation

Once an order has been placed and paid for, it automatically enters the logistics process and cannot be unilaterally canceled.

However, the customer fully retains their right of withdrawal within the legal period of 14 calendar days from the receipt of the product.

It is recommended to carefully review the order before confirming the purchase to avoid unnecessary return costs.