Refund policy

At Elekwheels, we value every customer and are committed to ensuring your complete satisfaction with every purchase. Please read the following return and refund policy carefully for details on order cancellations, returns, exchanges, and refunds.

Order Cancellation

Before Shipment: We will cancel your order free of charge. Please notify us of your request as early as possible to avoid unnecessary costs.

After Shipment: Requests to cancel an order or reject a package after shipment will incur a 10% processing fee of the purchase price. This fee will be deducted from your refund.

Please make your selections carefully and contact our customer service team if you need assistance before placing your order.

Return

Non-Quality Issue Returns

You may request a return within 14 days of delivery for personal reasons. The following conditions apply:

Condition Return Period Fees
Brand new & unused Within 14 days €80 shipping + 10% restocking fee
Used Within 14 days €80 shipping + 50% restocking fee

All fees will be deducted from the refund amount.

Why is the 50% restocking fee for used bikes?
Once an e-bike is assembled or ridden, it cannot be sold as "New". It strictly becomes a "Used/Refurbished" unit, which significantly lowers its market value. The 50% restocking fee covers this value depreciation, plus the labor required for safety inspection, cleaning, and repackaging.

Requirements:

  • No damage; fewer than 10 miles (new) / 20 miles (used) on the odometer

  • No visible wear or signs of use: must be clean, free of dirt, dust, odors, scratches, or marks

  • All original accessories (charger, keys, tools, hardware, etc.) must be included

Quality Issue Returns

At Elekwheels, we stand firmly behind the quality of our products.

  • Within 14 days: If a quality issue is confirmed, we will arrange either a return or free replacement parts as appropriate.

  • After 14 days: Returns are not accepted. However, your product remains covered under our warranty policy.

Note: For minor non-safety issues (such as small scratches or paint imperfections), please contact our support team. If you choose not to return the item, we may offer a compensation solution depending on the situation.

Non-returnable / Non-refundable Items:

  • Any eBike delivered for more than 14 days or used for more than 10 miles will not be eligible for return and will follow our warranty policy.

  • Used products, batteries, special orders, sale items, and gifted items are not returnable, except in confirmed cases of breakage or malfunction covered by our warranty.

Exchange

Non-Quality Reasons

We accept exchange requests for brand new & unused products within 14 days of delivery.
Customers are responsible for the €80 shipping fee + 10% restocking fee for the original order.
Please note that we do not accept exchange requests for used products without quality issues.

Quality Reasons

For any quality-related exchange within 14 days, please contact our customer service and provide photos or videos that clearly show the issue. Once approved by our support team, we will process the exchange and cover all related shipping costs.

Refund

If your order used a discount code, the total discount value will be subtracted from your refund amount — whether you return one or multiple eBikes.

Once the returned item(s) arrive at our warehouse, we need 1–2 business days to process them. After inspection to confirm they meet our return conditions, any applicable fees will be deducted, and the remaining refund will be issued to your original payment method within 3 business days.

If you do not see the refund posted to your account within a few days after being issued, please check with your credit card company or bank. Processing times may vary between financial institutions.

For any questions or further assistance, please don’t hesitate to reach out to our customer service team at elekwheelsgroup@gmail.com