Return and refund policy

Last updated: 04/19/2026

1. Legal framework

This Return and Refund Policy is governed by the French Consumer Code and applicable e-commerce regulations. It includes provisions relating to the right of withdrawal and consumer protection.

2. Right of withdrawal

The customer has 14 calendar days from receipt of the product to exercise their right of withdrawal, without having to provide any justification.

To exercise it, the customer must:

  • Access the form via Contact us
  • Select the subject "Product return"
  • Clearly state their intention to withdraw and provide the order number

The product must be returned within 14 calendar days following the notification of withdrawal.

3. Conditions for returned products

For the return to be accepted:

  • The product must not have been used beyond what is necessary to ascertain its nature, characteristics and function
  • All original labels, accessories, manuals and components must be kept
  • The product must be returned in its original packaging or equivalent packaging ensuring its protection

The customer is responsible for any depreciation of the product resulting from handling other than that necessary for its verification.

4. Delivery zone

Returns are only valid for products delivered in mainland France. Orders sent outside this zone will not be processed and will be fully refunded in case of a technical error.

5. Transfer of risk

In accordance with consumer protection legislation, the risk associated with the product is transferred to the customer as soon as the latter, or a third party designated by the carrier, takes physical possession of the goods. Until this moment, the risk is assumed by Wheelyshop.

6. Return costs

Except in the case of a defective or non-conforming product, return costs are the responsibility of the customer. Costs vary according to weight and volume:

  • Light products (accessories and spare parts): from €8.90
  • Bulky or heavy products (electric scooters and bikes): up to €499

The exact amount will be communicated before the return is arranged and must be accepted by the customer. It will be deducted from the refund. The customer is responsible for the proper return of the product until its receipt at our premises, unless Wheelyshop directly organizes the collection.

7. Return procedure (all products)

To return a product:

  • Access Contact us
  • Select the subject "Product return"
  • Indicate the order number and the products to be returned
  • Provide photos or videos attesting to the actual condition of the product:
    • Photos of the packaging if unopened
    • Clear photos of the product if used (including tires, frame and relevant components for electric vehicles)

Within a maximum of 24 business hours, the exact cost of the return will be communicated. Once accepted, collection and shipping instructions will be provided. No returns will be accepted without prior written authorization.

8. Refund

The refund will be issued via the same payment method used for the purchase. It will be processed within a maximum of 14 calendar days after:

  • Receipt of the returned product, or
  • Receipt of valid proof of return

Return shipping costs will be deducted from the refund if applicable.

9. Exceptions to the right of withdrawal

The right of withdrawal does not apply to the following products:

  • Sealed goods that cannot be returned for hygiene or health reasons and that have been opened
  • Custom-made or personalized products
  • Defective or non-conforming products (these cases are governed by the legal warranty)

10. Defective or non-conforming products

All products benefit from a 3-year legal warranty.

In case of defect or non-conformity, the customer may request:

  • Repair
  • Replacement
  • Price reduction
  • Contract termination

For this, the customer must:

  • Access Contact us
  • Describe the problem in detail
  • Provide photos or videos
  • Indicate the order number and, if applicable, the serial number

In these cases, Wheelyshop covers the collection and transport costs.

11. Certificate of Conformity (CoC)

For certain models, a Certificate of Conformity (CoC) will only be provided if indicated in the product sheet. The availability of this certificate does not guarantee registration or enrollment with the competent authorities. The customer is responsible for checking local regulations before any registration or use on public roads.

12. Order cancellation

Once the order has been paid, it enters the logistics process and cannot be unilaterally cancelled. However, the customer retains their 14-day right of withdrawal after receiving the product. It is recommended to carefully check the order before payment to avoid unnecessary return costs.