Sustainability matters to us. Returns mean extra transport, wasted resources and higher costs, so we work to reduce them through clear product info, personal service, quality control and simple return policies.

In today&apos;s society, sustainability and reducing environmental impact play an increasingly important role. As a responsible e-commerce company, we at Wheelyshop are aware of the negative effect returns have on the environment. We strive to reduce returns and thereby reduce emissions and environmental impact. In this post we&apos;ll explore why avoiding returns is crucial for a more sustainable future and how we at Wheelyshop actively work to achieve this goal.<h3 id="why-avoid-returns">Why avoid returns?</h3><ol><li>Reduces carbon emissions: Returns involve unnecessary transport, which contributes to increased carbon emissions and poorer air quality. By avoiding returns we reduce the need for return transport and thereby minimise our environmental impact.</li><li>Preserves natural resources: Returns mean that products can no longer be sold as new, which leads to increased production to replace the returned goods. By avoiding returns we reduce the need for new production and preserve valuable natural resources.</li><li>Promotes economic efficiency: Returns involve high costs for both companies and consumers. By avoiding returns we can optimise our operations and offer customers better prices and service.</li></ol><h3 id="our-commitment-to-reducing-returns">Our commitment to reducing returns:</h3><ol><li>Improved product information: We recognise that clear and accurate product information is crucial to helping customers make well-informed purchasing decisions. We strive to offer detailed descriptions, specifications and reviews on our website to ensure customers get a clear picture of the products before making a purchase.</li><li>Personal service and expertise: We&apos;re proud of our live chat and personal service available to help customers before they make a purchase. Our knowledgeable service experts are ready to answer questions, give advice and guidance to ensure the customer chooses the right product for their needs. By offering this supportive service we minimise the risk of the wrong purchase and thereby the need for returns.</li><li>Thorough quality control: We take strict measures to ensure that all our products undergo careful quality control before they are sent to customers. This way we can minimise the risk of defective or damaged products, which reduces the need for returns.</li><li>Clear return policies: We strive to have clear and easy-to-understand return policies that give customers confidence and security when buying. By making the return process simple and smooth, we encourage customers to make well-informed decisions and avoid impulse purchases that can lead to returns.</li></ol>We are determined to continue exploring and implementing innovative solutions to reduce returns and thereby reduce our environmental impact. We believe in the power of conscious purchasing decisions and want to be your reliable partner in making sustainable choices.<h3 id="in-summary">In summary</h3>At Wheelyshop we are aware of the need to reduce returns and our environmental impact. By offering detailed product information, personal service, thorough quality control and clear return policies, we strive to minimise the need for returns and promote a more sustainable future. We encourage you to make well-informed purchasing decisions and to contact our support to get the help you need to find the right product for your needs. Together we can make a positive difference for the environment and future generations.

Reducing returns & protecting the environment

Yes — you have a full 14-day right of withdrawal under EU law. The item must be unused, complete and in its original packaging. Return costs (unless faulty): from €8.90 for accessories, up to €499 for large items.

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. Here are the details of how it works:<h4 id="conditions-for-returns">Conditions for returns</h4>Right of withdrawal:&#xA0;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:&#xA0;To receive a full refund, the following must be met:<ul><li>The product must not have been used beyond what is necessary to check its nature and function.</li><li>All labels/tags must still be attached.</li><li>All accessories, manuals and components must be included.</li><li>The product must be returned in its original packaging (or equivalent protective packaging).</li></ul><h4 id="return-costs">Return costs</h4>Unless the product is defective or non-conforming, you are responsible for the return cost: from &#x20AC;8.90 for accessories and spare parts, and up to &#x20AC;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.<h4 id="need-help">Need help?</h4>If you have questions about returns, the right of withdrawal or your rights, don&apos;t hesitate to contact our customer service.

Do you offer a right of return?

Yes, all e-bikes and e-scooters come with a warranty: 2 years for purchases from 1 Jan 2025 (6 months before that). It covers manufacturing defects via spare parts, repair or replacement. Here's how to use it.

Yes, we at Wheelyshop offer a warranty on all e-bikes and e-scooters we sell. The warranty is there to ensure that our customers feel confident and satisfied with their purchases. Here are the details of our warranty:<h4 id="warranty-period">Warranty period</h4>Current warranty period:&#xA0;For e-bikes and e-scooters purchased after 1 January 2025, a warranty period of 2 years applies from the date of delivery.Previous warranty period: For products purchased before 31 December 2024, a warranty period of 6 months applies.<h4 id="what-does-the-warranty-cover">What does the warranty cover?</h4>Manufacturing defects: The warranty covers problems and faults related to manufacturing defects. If such a problem arises during the warranty period:<ul><li>We primarily offer spare parts so that the customer can easily repair the product.</li><li>There are two options for repair of the product: either it can be sent to a repair centre, or we can recommend that you take it to a local workshop for help.</li><li>If repair is not possible, we offer a replacement product at no extra cost to you.</li></ul><h4 id="important-to-know">Important to know</h4>This warranty applies in addition to your statutory rights under EU consumer law. It does not apply to damage caused by improper use, lack of maintenance or external factors.Keep the original box: if the vehicle needs to be sent in for repair, it must be packed in its original box &#x2013; we do not send out new boxes.To use the warranty, you must be able to show your proof of purchase (e.g. order number or receipt).Read more in our warranty policy <a href="https://www.wheelyshop.com/pages/guarantee" rel="noopener noreferrer" target="_blank">here</a>.<h4 id="how-do-i-use-the-warranty">How do I use the warranty?</h4><ol><li>Contact our customer service: If you notice a problem with your e-bike or e-scooter, contact our customer service as soon as possible.</li><li>Describe the problem: Give a clear description of the problem and always attach photos and video.</li><li>Wait for further instructions: Our team will help you with the next steps, whether it&apos;s repair, replacement or a spare part.</li></ol><h4 id="need-help">Need help?</h4>If you have more questions about our warranty or if any problem arises with your product, you&apos;re welcome to contact our customer service. We&apos;re here to help!

Is there a warranty on your products, and how long is it?

You have a 14-day right of withdrawal under EU law. Return costs (unless the item is faulty): from €8.90 for accessories/spare parts, up to €499 for e-scooters, e-bikes and large items. Contact us to start a return — here's how.

Returning a product with us is easy, and we&apos;ll guide you through the process step by step. Here&apos;s what you need to know:<h2 id="returns-and-right-of-withdrawal">Returns and right of withdrawal</h2>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 &#x20AC;8.90.E-scooters, e-bikes, electric unicycles, e-cross bikes and large items: up to &#x20AC;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.<h3 id="how-to-return-your-order">How to return your order</h3><ol><li>Contact us via our <a href="https://www.wheelyshop.com/pages/kontakta-oss" rel="noopener noreferrer" target="_blank">contact page</a> and select the subject &quot;Return of products&quot;.</li><li>Provide your order number and state which items you&apos;d like to return.</li><li>Attach photos or videos showing the condition of the product &#x2013; the packaging if it&apos;s unopened, or the product itself (including relevant parts such as wheels, frame or components) if it&apos;s been opened.</li></ol>We&apos;ll respond within a reasonable time with the exact return cost, return instructions, and pickup or shipping details. Please note that returns can&apos;t be accepted without prior written approval.<h3 id="defective-or-non-conforming-products">Defective or non-conforming products</h3>If a product is defective or doesn&apos;t match your order, the return and shipping costs are covered by Wheelyshop, and you&apos;re entitled to a repair, replacement, price reduction or &#x2013; where applicable &#x2013; cancellation of the purchase.<h4 id="need-help">Need help?</h4>If you have questions about the return process or need help, contact our <a href="https://www.wheelyshop.com/pages/kontakta-oss" rel="noopener noreferrer" target="_blank">customer service</a>. We&apos;re here to make it easy for you!

How do I return my product?

Something wrong with your product? Check it on arrival and keep the packaging. Contact us first with a description and photos/videos — don't send it back yet. We'll agree on a solution: repair, exchange or refund.

We strive to deliver products of the highest quality, but if something is wrong with your product you can file a complaint. Under EU law, all products are covered by a legal guarantee, and if a product is defective or non-conforming, the return and shipping costs are covered by us. Here&apos;s how:<h4 id="check-the-product-on-receipt">Check the product on receipt</h4>Inspect the products:&#xA0;After receiving your order, check whether:<ul><li>The delivery matches your order confirmation.</li><li>The products are damaged during transport.</li><li>The products have any other faults or defects.</li><li>Keep the packaging: Retain the box and packaging for any return or complaint.</li></ul>How do I file a complaint?<ol><li>Contact us first:<ul><li>Use the contact form <a href="https://www.wheelyshop.com/pages/kontakta-oss" rel="noopener noreferrer" target="_blank">here</a> to notify us of the complaint.</li><li>Describe the fault clearly, attach photos or videos if possible, and include your order number (and serial number where applicable). This helps us assess the situation faster.</li></ul></li><li style="font-weight: bold;">Wait for a response:<ul style="font-weight: initial;"><li>Do not send the product back before you have been in contact with our customer service. We&apos;ll agree together on how the problem should be resolved.</li></ul></li><li style="font-weight: bold;">Get a solution:<ul style="font-weight: initial;"><li>For a defective or non-conforming product, you&apos;re entitled under EU law to a repair, replacement, price reduction or &#x2013; where applicable &#x2013; cancellation of the purchase:<ul><li>Repair of the product.</li><li>Replacement with a new product.</li><li>Price reduction or refund, depending on the situation.</li></ul></li></ul></li></ol><h4 id="important-for-a-smooth-complaint-process">Important for a smooth complaint process</h4><ul><li>Communication is key: Contacting us first ensures that we can handle your complaint in the best way.</li><li>Timing: To get a solution as quickly as possible, we recommend that you file the complaint as soon as you discover the fault.</li></ul><h4 id="need-help">Need help?</h4>If you have questions or need help filing a complaint about a product, don&apos;t hesitate to contact our customer service. We&apos;re here to make sure you&apos;re happy with your purchase!

How do I file a complaint about my product?

Wheelyshop.com

Here you'll find all the information about returns and complaints – from your 14-day right of withdrawal and the guarantee on our products to how you return or file a complaint. We guide you through the process to make it as easy as possible.

Returns & Complaints

Reducing returns & protecting the environment

Do you offer a right of return?

Is there a warranty on your products, and how long is it?

How do I return my product?

How do I file a complaint about my product?