Return and Refund Policy

You have a 14-day right of withdrawal from the date you receive your product(s). The product must be unused and in new condition – see the section on used electric vehicles below. Return the item in its original box (original packaging) with its accessories and manuals to Wheelyshop / VIKADI AB, Karlavagnsgatan 1, 417 52 Göteborg, Sweden. Keep the original box – the product is always sent in its original box; we do not send out new boxes. You are responsible for the return shipping cost.

Used electric vehicles cannot be returned

An electric vehicle that has been used or ridden – no matter how short the distance – is not taken back. Check the vehicle without riding it. Electric scooters, e-bikes, electric unicycles, e-cross bikes, mobility scooters and other electric vehicles that have been ridden – no matter how short the distance – cannot be returned as unused goods. The right of withdrawal requires the vehicle to be returned in new condition, complete and in its original packaging. A vehicle that has been used has lost its value as a new product, and under consumer distance-selling law you are liable for that loss of value. For a used electric vehicle the deduction normally equals the full value of the goods, which in practice means no refund is made.

Why a used electric vehicle cannot be returned:

• The tyres wear after only a few hundred metres and show visible wear, dirt and small stones in the tread.
• Paint, chassis, handlebar and deck get scratched easily by shoes, kerbs, locks and handling, and the protective film is broken.
• The battery has been cycled and no longer counts as new, which affects both warranty and value.
• Brakes, suspension and folding mechanism have been run in and adjusted to another rider.
• Hygiene and safety mean a used vehicle can never be sold as new – we cannot know how it has been ridden or handled.

How to check the vehicle without losing your right of withdrawal: unpack it carefully, check that the correct model and colour have been delivered, that all parts are included and that it powers on. Keep all protective film and packaging. Do not ride the vehicle – indoors or outdoors – do not fit any accessories and do not register it in the manufacturer's app. If you wish to withdraw, the vehicle must be returned complete, unused and in its original packaging.

All returned electric vehicles are inspected on arrival. If the vehicle shows signs of use – worn or dirty tyres, scratches, distance on the odometer, charge cycles in the battery or registration in the app – the return is refused or a deduction for loss of value is applied, which may amount to the full price. The vehicle is then sent back to you at your expense.

Return shipping costs are as follows:

Accessories and spare parts: you send the item back yourself to our return address and pay the return shipping cost yourself (see below).

Electric scooters, e-bikes, electric unicycles, electric dirt bikes and trailers/wagons (child, dog and bike trailers, pull wagons and transport wagons): up to 499 EUR, depending on weight and volume.

For electric vehicles, the return shipping cost will be automatically deducted from your refund. Please keep in mind that you are responsible for ensuring the package reaches us — we cannot compensate for parcels lost in transit.

Refund or exchange: When you register your return, you see your options for a refund or an exchange. Any alternative to a refund is optional and does not affect your right to a refund.

If you paid by invoice

• Your invoice is adjusted: if you paid by invoice, the refund is deducted from the invoice amount – you therefore receive a new, lower invoice instead of money back.
• The return fee still applies: the return shipping cost must still be paid. Example: if you bought an electric scooter for 599.00 EUR and the agreed return shipping cost is 99.00 EUR, the refund is 500.00 EUR – you still pay the 99.00 EUR via the invoice. For accessories and spare parts, you pay the return shipping directly when you send the parcel.
• No invoice yet? Do not pay the full invoice if you have already sent a return – wait for the adjusted invoice, and contact us if the due date is approaching.

You can also exercise your right of withdrawal online at www.wheelyshop.com/pages/withdraw-from-contract. If you use this online function, we will immediately send you an acknowledgement of receipt on a durable medium (by email), stating the content of your withdrawal declaration together with the date and time it was received.

How to return your order

Accessories and spare parts

1. Log in on our customer service page with the same email address you used for your order and choose Return or exchange. Select the order and the items you wish to return. If you need a different size or variant, we suggest an exchange first.

2. Choose a refund or an exchange. You will see our return address and further instructions directly on the page and by email.

3. Place the items in the original box and make sure they are securely packed to prevent damage in transit.

4. Send the parcel yourself, at your own cost, to the return address shown when you register the return. Use a tracked shipping service and enter the carrier and tracking number in your return case under Your cases once the parcel has been sent. Send the parcel no later than 14 days after notifying us of your withdrawal. Keep your proof of postage.

Electric vehicles and trailers

1. Log in on our customer service page and choose Return or exchange. Select the order and the product.

2. Always attach photos and video of the vehicle and packaging: photos of the box if it is unopened, or of the tyres and body if the vehicle has been unpacked. This helps us assess the product's condition and any diminished value.

3. We will get back to you within 24 hours, every day of the year, with a return shipping cost of up to 499 EUR, based on the product's weight and volume.

4. Once you have approved the return cost, we arrange the transport to the same address (collection or a shipping label). You can follow everything under Your cases.

Refunds

If you exercise your right of withdrawal, we reimburse all payments, including standard outbound delivery costs, without undue delay and within 14 days of being informed of your decision. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first. Once we receive your return, we will confirm receipt by email. In practice, the refund is normally processed within 2–5 business days after we have received and checked the return. The disclosed withdrawal return shipping cost will be deducted where applicable. The refund will be credited to your original payment method.

If you have not received your refund, please first check your bank account. Then contact your credit card provider, as it may take some time for the refund to be officially posted. You can see the status of your refund on the customer service page under My order → See my refund, and we email you once the refund has been made. If you have completed all of these steps and still have not received your refund, please contact us.

Warranty Claims

After receiving your products, we recommend inspecting them as soon as possible to verify that the delivery matches your order confirmation, and to check for any damage sustained during shipping or any other defects.

Important: keep the original box. If the vehicle needs to be sent in for repair, it must be packed in its original box – we do not send out new boxes. Tip: fold the box flat and store it under the bed, in the attic or in a storage room, so you have it when you need it. For returns and withdrawals, return the item in its original box.

How to report a fault: log in on our customer service page, choose Something is wrong and then the order and product. Attach photos and/or video showing the fault – a video where the fault is visible is the fastest. For electric vehicles we also need a photo of the serial number and the odometer (if you cannot find the serial number, a photo of where it should be is enough). One product per case.

Please report damage that occurred in transit within 7 days of delivery if possible, with photos of the box from all sides, the shipping label and the damage, so that we can claim it from the carrier. If you discover the damage later, we handle it as a normal warranty claim.

We follow up in your case and agree with you on the best solution. Your satisfaction with your purchase is extremely important to us. Please do not send anything back or take the product to a repair shop until we have asked you to.

Registration documents and liability

For electric vehicles that may need to be registered, we assist after your purchase with the CoC document (Certificate of Conformity) and the material the manufacturer has available at the time of purchase – request it by logging in on the customer service page and choosing Questions about an ordered product → Laws, registration and CoC (for vehicles bought from us). Not all the models we sell have a CoC document, so we cannot guarantee that one is available for every model. The document describes that the vehicle meets the European standards for safety, environment and performance and may be needed for registration and insurance. We cannot produce additional documentation afterwards. It is generally very difficult to get e-scooters approved and registered with the registration authority, and we can never guarantee that a registration will be approved – neither by the authority in your country of residence nor by any other authority. If the registration is rejected, this is entirely at your own risk; a rejection is not grounds for a complaint. We therefore recommend that you verify the applicable requirements before purchasing, particularly if you plan to register the vehicle for road use. To ride legally on public roads without registration or insurance, you must stay within the limits that apply in your country (typically 250 W and 20–25 km/h). Your statutory 14-day right of withdrawal from receipt of the goods applies regardless – even if the vehicle is not approved or registered, or if you require documentation we cannot provide – and no exceptions are made once the withdrawal period has expired.

Order cancellations

If your order has not been shipped yet, log in on our customer service page and choose My order → Cancel order. This is a request: if we can still stop the order, we refund you on the same day we approve it. If the order ships first, the request automatically becomes a return – accept the parcel and return the item as described in this policy. A shipped order cannot be cancelled: receive or collect the parcel, register the return on our returns page and send the item back within 14 days. You bear the return cost as set out in this return policy, and an uncollected parcel is charged return shipping as set out in the shipping policy.

The voluntary contribution to tree planting goes directly to the planting when the order is placed and is therefore not refunded if the order is cancelled or if you withdraw from the purchase; if you paid by invoice, the amount of the contribution remains on the invoice.

As a customer, you always have a 14-day right of withdrawal and may return the item within that period. Please note that for accessories and spare parts you send the item back yourself and pay the return shipping cost yourself. For electric vehicles and trailers, return shipping costs are up to 499 EUR depending on weight and volume. These costs are the customer's responsibility. It is therefore very important that you review your order carefully before completing payment in order to avoid unnecessary return costs and shipping.