Returns Policy

1. Legal Framework

This Returns & Refund Policy is governed by:

  • Directive 2011/83/EU on consumer rights
  • Directive (EU) 2019/771 on the sale of goods
  • Applicable national consumer protection laws within EU Member States

2. Right of Withdrawal

As a consumer within the European Union, you have the right to withdraw from your purchase within 14 days from the date you receive the product, without providing any reason.

To exercise this right, you must notify us through a clear and unequivocal statement.

You can do so by:

  • Contacting us via our contact form
  • Selecting the subject “Return of products”
  • Providing your order number and stating your intention to withdraw

The withdrawal is considered valid if communicated within the legal timeframe.

You must return the goods within 14 days from notifying your withdrawal.

3. Conditions for Returns

To be eligible for a return:

  • The product must not be used beyond what is necessary to verify its nature, characteristics and function
  • All original packaging, accessories, manuals and components must be included
  • The product must be returned in its original packaging or equivalent packaging ensuring safe transport

You are responsible for any diminished value resulting from handling beyond what is necessary.

4. Return Costs

Unless the product is defective or non-compliant, the direct cost of return is borne by the customer.

Return costs vary depending on the product:

  • Accessories and spare parts: from €8.90
  • Electric scooters, electric bikes, electric one wheels, E-cross and large items: up to €499

The exact return cost will be:

  • Communicated in advance
  • Based on weight, volume and logistics
  • Subject to your explicit approval before arranging the return

The return cost will be deducted from your refund.

You are responsible for ensuring the product reaches us safely unless collection is arranged by Wheelyshop.

5. Return Procedure

To initiate a return:

  1. Contact us via the contact page
  2. Select “Return of products”
  3. Provide your order number and the items you wish to return
  4. Submit photos or videos showing the condition of the product:
    • Packaging (if unopened)
    • Product condition (if opened), including relevant parts such as wheels, frame or components

We will respond within a reasonable timeframe with:

  • The exact return cost
  • Return instructions
  • Pickup or shipping details

Returns will not be accepted without prior written approval.

6. Refunds

Refunds will be issued using the original payment method.

We will process your refund within 14 days from receiving your withdrawal request. However, we may withhold the refund until:

  • We have received the returned goods, or
  • You provide proof of return shipment

The refund will include:

  • The purchase price
  • Any applicable deductions (e.g. return shipping costs)

7. Defective or Non-Conforming Products

All products are covered by the legal warranty under EU law.

If a product is defective or does not conform to the contract, you are entitled to:

  • Repair
  • Replacement
  • Price reduction
  • Contract termination where applicable

To submit a complaint:

  • Contact us
  • Describe the issue clearly
  • Provide photos or videos as evidence
  • Include order number and, where applicable, serial number

In such cases, return and shipping costs will be covered by Wheelyshop.

8. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in cases such as:

  • Sealed goods not suitable for return due to health or hygiene reasons once opened
  • Customized or made-to-order products
  • Products that have been used beyond necessary inspection

9. Certificate of Conformity (CoC)

For certain products, a Certificate of Conformity (CoC) may be provided if explicitly stated on the product page.

However:

  • We do not guarantee that the document will be accepted for registration by authorities
  • Additional documentation requirements may apply depending on local regulations

It is the customer’s responsibility to verify applicable legal requirements before purchase.

10. Order Cancellation

Once an order has been placed and paid, it enters processing and cannot be cancelled.

However, you retain your full right of withdrawal within 14 days after receiving the product.

We recommend reviewing your order carefully before completing your purchase to avoid unnecessary return costs.

11. Contact

For all return and refund inquiries:

info@wheelyshop.com