How do I return my product?Updated a month ago
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 (or equivalent protective) packaging.
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
- Contact us via our contact page and select the subject "Return of products".
- Provide your order number and state which items you'd like to return.
- Attach photos or videos showing 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!