Policy on devolutions and refunds
Last updated: 17/01/2026
Legal Framework
This Return and Refund Policy is governed by the provisions of:
- Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users.
- Royal Decree-Law 7/2021, on the modernization of consumer protection regulations.
- Other applicable regulations on e-commerce in Spain.
Right of Withdrawal
The customer has a period of 14 calendar days from the receipt of the product to exercise their right of withdrawal, without needing to provide justification.
The withdrawal must be communicated by means of an unequivocal statement in which the customer expresses their decision to withdraw from the contract.
To exercise it, you must:
- Access the form by clicking on Contact us.
- Select the subject “Product Return”.
- Clearly state your wish to withdraw and include the order number.
The consumer must return the goods within a maximum period of 14 calendar days from the communication of withdrawal.
The right will be considered to have been exercised correctly if the communication is made within the legal period.
Conditions for Returned Products
For the return to be accepted:
- The product must not have been used beyond what is necessary to verify its nature, characteristics, and functioning.
- It must retain labels, accessories, manuals, and all its original components.
- It must be returned in its original packaging or in equivalent packaging that ensures its adequate protection.
The customer will be responsible for any decrease in the value of the good when such loss results from handling other than that necessary for its verification.
Territorial Scope of Delivery
Wheelyshop ships exclusively to addresses located in mainland Spain.
No shipments are made to:
- Balearic Islands
- Canary Islands
- Ceuta
- Melilla
Orders with an address outside mainland Spain will not be processed.
In case an order is placed due to a technical error outside the indicated territorial scope, it will be cancelled, and a full refund of the amount paid will be processed.
Transfer of Risk
In accordance with article 66 bis of Royal Legislative Decree 1/2007, the risk of loss or deterioration of the product is transferred to the consumer at the moment when they or a third party indicated by them, other than the carrier, acquire physical possession of the good.
Return Costs
Except in cases of defective products or lack of conformity, the direct cost of return will be borne by the customer.
The return cost ranges between 8.9 EUR and 499 EUR, depending on the weight, volume, and nature of the product:
- Light products (accessories and spare parts): from 8.9 EUR.
- Bulky or heavy products (electric scooters and electric bicycles): up to 499 EUR.
The exact amount will be communicated in advance and must be expressly accepted by the customer before arranging the collection.
This amount will be deducted from the refund.
The customer will be responsible for the correct return of the product until its receipt at our facilities, unless the collection has been organized directly by Wheelyshop.
Return Procedure (all products)
To return any product, the customer must:
- Access Contact us.
- Select the subject “Product Return”.
- Indicate the order number and the products to be returned.
- Attach photographs or videos that prove the current condition of the product:
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- Images of the packaging if it is unopened.
- Clear images of the product if it has been unboxed (including tires, frame, and relevant components on electric vehicles).
The exact return cost will be communicated within a maximum of 24 working hours.
Once accepted, collection instructions will be provided.
Returns sent without prior written authorization will not be accepted.
Refund
The refund will be made using the same payment method used for the purchase.
It will be made within a maximum of 14 calendar days from the communication of withdrawal, with Wheelyshop being able to withhold the refund until:
- The goods have been received, or
- Reliable proof of their return has been received,
whichever occurs first.
The return cost will be deducted from the amount to be refunded when applicable.
Exceptions to the Right of Withdrawal
The right of withdrawal will not apply in the cases provided for in article 103 of Royal Legislative Decree 1/2007, including, among others:
- Sealed goods that are not suitable for return for health or hygiene reasons and that have been unsealed after delivery.
- Goods manufactured according to consumer specifications or clearly personalized.
Defective Products or Lack of Conformity
All new products come with a legal warranty of three (3) years, in accordance with current Spanish regulations.
In case of lack of conformity, the consumer may demand:
- Repair
- Replacement
- Price reduction
- Termination of contract
as legally established.
To do this, you must:
- Access Contact us.
- Describe the incident in detail.
- Attach visual evidence.
- Indicate the order number and, where applicable, the serial number.
In these cases, the collection and transport costs will be borne by Wheelyshop.
Certificate of Conformity (CoC)
For certain models, a Certificate of Conformity (CoC) may be offered only when expressly indicated on the product sheet.
The availability of such a certificate does not automatically imply the registration or licensing of the vehicle with the competent authorities.
Compliance with additional administrative requirements will depend on the applicable regulations.
It is the customer's responsibility to verify current regulations beforehand if they intend to register or license the vehicle for circulation on public roads.
Order Cancellation
Once an order has been placed and paid for, it automatically enters the logistics process and cannot be unilaterally cancelled.
However, the customer fully retains their right of withdrawal within the legal period of 14 calendar days from the receipt of the product.
It is recommended to carefully review the order before confirming the purchase to avoid unnecessary return costs.