Return Policy

Please read the following carefully to understand our returns policy applicable to all components, accessories, and eBikes sold by Wallke.

Order Cancellation

Wallke recommends all buyers double-check your address, phone number, order details, and other information ASAP once the order is placed. If there is a mistake in your order details, our support team can modify it as long as it has not been shipped.

Orders which have already been shipped (you have received a tracking number) cannot be changed or canceled. Cancellation is not confirmed until you receive a response from our customer support team. Customers will receive an email confirmation if the order is successfully canceled.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Shipping damage: For items that arrive damaged or are defective, please contact us at sales@wallkeebike.com and provide photos or videos showing the defects. Wallke support team can provide technical solutions. Damages caused by transportation like scratches or defective parts are not justifications for returns.

Wrong item received: If you received an item you didn't order, please contact us directly and we will correct the error. The item should be unused and in its original packaging for replacement.

Returns of New and Unused Items

We allow you to return eBike items in new, unopened, and unused condition within 14 days of receipt for a refund with no restocking fee. Return shipping charges are the responsibility of the recipient. Round-trip shipping costs will be deducted from the refund unless Wallke made a shipping error. Used items will have round-trip shipping fees and a 20% restocking fee deducted.

Return Conditions

  • It must have less than 10 miles on the odometer.
  • Free of any wear and tear, dirt, dust, fragrance, or any other signs of use.
  • It must include all items from the original box (charger, keys, tools, gifts, etc.).
  • It must be in the same packaging and condition you received it.

Round-trip shipping fees and 20% restocking fee will be deducted from the final refund.

Exchange

To be eligible for an exchange, the item must be unused, free from dirt, dust, or fragrances, and in the original packaging. Exchanges are not allowed after 30 days of the delivery date.

Exchanging for the same model but different color: round-trip shipping costs are the responsibility of the recipient.

Exchanging for a different model: you must pay the price difference plus round-trip shipping costs.

Important Notes

  • All orders must be returned in original packaging. Retain your bike box even if damaged in shipping.
  • If parts are missing from returned items, fees may be deducted from the refund.
  • Returns without prior consultation and consent from Wallke Service will not be refunded. The customer will bear shipping or forfeit the item.
  • If you cancel after shipment, you are responsible for return shipping, and the original shipping fee will not be refunded.

How Can I Request a Return?

To request a return, fill out our official return form:
👉 Submit Return Request Form

Before submitting, have the following ready:

  • Order number / Receipt
  • Reason for return (e.g., no longer want, ordered by mistake)
  • Photos or videos showing the condition of your item (odometer, packaging, included parts)

Our team will review your request within 1–2 business days and guide you through next steps.

Full-new Returned, Open Box eBike Return Policy

Full-new, open-box Wallke eBikes are sold “as is” and not eligible for return but are covered by standard e-bike warranty.

Non-returnable Items

  • Products from unauthorized resellers
  • Damage caused by human misuse
  • Special orders or open-box sales
  • Gift cards, giveaways, or free items
  • Accessories
  • Battery (due to shipping restrictions)

Gifts / Giveaways Policy

  • Gifts or giveaways cannot be used as a reason for return or refund.
  • Free gifts must be returned in brand-new and undamaged condition along with the original product.
  • If the gift is missing or damaged, Wallke may deduct its full retail value from the refund.

Refused Deliveries

If a product is refused upon delivery (other than extensive damages), the customer is responsible for all shipping charges. Refused shipments may take 2–3 weeks to return to the Wallke warehouse. An extra $200 refused delivery shipping fee may apply.

Refunds

Ridden bikes are not eligible for return. Do not send purchases back until authorized. Receipt or proof of purchase is required. Contact: sales@wallkeebike.com

Once received and inspected, you will be notified about refund approval. Refunds are applied to the original payment method within a reasonable number of days. Buyers assume responsibility for transit damage for non-quality issues.

Orders Flagged as Fraud

We reserve the right to refuse and refund orders flagged as high-risk. Contact us if you believe this is a mistake.

Price Match Policy

Purchase must be made from our website. Covers new e-bikes (excludes demo, clearance, open-box items).

  • Partial refund of price difference within 7 days.
  • Not accepted over 7 days (can send free gift).