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 recommend all the buyers double-confirm your address, phone number, order detail, and other information ASAP once the order is placed. If there is a mistake in your order details, our support team is also able to modify that 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 that containing the actual defects as there may be a simple fix for your problem. Wallke support team could provide you with technical solutions. The damages caused by transportation like scratches, defective parts are NOT justifications for returns.

If you received a wrong item:

In some rare cases, a mix-up during fulfillment day happens. If you've received an item that you haven't ordered or received the wrong item, please contact us directly and we'll correct the error right away.

The item should be unused and in its original packaging for replacement.

Returns of New and Unused Items

We allow you to return ebike item in new, unopened and unused condition within 14 days of receipt for a refund with no restocking fee. For all returns, return shipping charges are the responsibility of the recipient. There will be a round-trip shipping cost charge deducted from the final refund, unless Wallke made a shipping error. For used item, we will deduct the round-trip shipping fee and 20% restocking fee from the final refund.

Return

We will not accept any returns after 14 days from the delivery date or have more than 10 miles on the odometer. 

  • 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 that were inside the box (charger, keys, tools, gifts etc.)
  • It must be in the same packaging and condition that you receive it.

We will deduct the round-trip shipping fee and 20% restocking fee from the final refund.

Exchange

To be eligible for a exchange, the item must be unused, free from dirt, dust, or any fragrances, and in the original packaging and condition that you received it.

Exchanges are not allowed after 30 days of the delivery date.

If you plan to exchange a same model but different color, a round-trip shipping cost charge shipping charges are the responsibility of the recipient.

If you plan to exchange a different model, you must pay the corresponding price difference and the round-trip shipping cost.

Please aware:

  • All orders are required to be returned in their original packaging, returns will not be accepted in other packing materials.¬†PLEASE RETAIN YOUR BIKE BOX even if it has been damaged in shipping.¬†
  • If any parts are missing from the returned items (the original packing box is also included), we will charge a fee from the refund as appropriate.
  • We will offer pre-paid label. Return shipping charges are the responsibility of the recipient. You must print the return label and paste it on the carton when shipping back returned electric bike.
  • If the customer sends the return without consultation with Wallke Service and the official consent of Wallke EBike, a refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.
  • The customer should ship the returned item within 7 buiness days after Wallke provide a return label. Or the return will be deemed as canceled by the customer.

How Can I Request A Return?

Please contact us by sending related information to sales@wallkeebike.com

  • Order number/receipt
  • Tell us your return reason(¬†No Longer Want/)
  • Please provide the relevant photos or videos showing the condition of your item (Display Odometer, packaging, parts, accessories, etc.)

    Full-new Returned, Open Box Wallke eBike Return Policy:

    ¬†Full-new Returned, Open Box Wallke eBike is sold ‚Äúas is‚ÄĚ and is not eligible for a return but is still covered by our standard e-bike warranty.¬†

    Non-returnable items include, but are not limited to:

    • Product from Unauthorized Reseller
    • The damage is caused by human
    • Special order, such as open box sales
    • Gift cards
    • Giveaways or free items
    • Accessories
    • Battery

    Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.

      REFUSED DELIVERIES

      If a product is refused upon delivery for any reason other than extensive damages, the customer is responsible for all shipping charges to and from the customer. This includes shipping charges originally included in the purchase price of the product. 

      If you refuse shipment, the product will go back to the delivery company and may not get back to the sender address- Wallke warehouse for 2 or 3 weeks. A return cannot get processed until the product is received by the warehouse.

      The third party shipping company will charge an extra refused delivery shipping fee of $200. We reserve the right to charge a flat fee of $200 to partially cover our shipping costs.

      Refunds:

      If the bike has been ridden it will not be eligible for return. Please do not send your purchase back to us until we have authorized the return in writing. To be eligible for a return, we require a receipt or proof of purchase. Please contact us at sales@wallkeebike.com

      Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund, exchange, or store credit will be processed.

      For refunds, a credit will automatically be applied to your credit card or original method of payment within a reasonable number of days.

      When returning items for non-quality issues, the buyer assumes responsibility for any damage or loss incurred in transit. Wallke does not provide refunds for items damaged in transit for non-quality-related warranty claims.

      Orders Flagged as Fraud

      If your order is flagged by our system as a high risk of fraud, we reserve the right to refuse to fulfill and refund your order. If you feel that a refund was made by mistake, please contact us.

      Price Match Policy

      You must purchase the item from our website before requesting your price match guarantee. Our price match guarantee covers new electric bicycles (excludes demo, clearance and open-box items).

      About refund difference price 

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