Return Policy

1. Scope of Application

This Return & Refund Policy applies strictly and exclusively to purchases made directly through the official Wallke website (wallkeebike.com). If you purchased a Wallke product through an authorized dealer, third-party platform (such as Amazon, eBay), or a second-hand market, your purchase is subject to the respective seller's return and refund policies. Wallke cannot process returns or refunds for items not purchased directly from our official website.

2. Order Cancellation & Modification

Upon placing an order, you will receive an Order Confirmation Email. We prioritize processing orders for customers who reply with "Confirm" to the order details. For orders without a reply ("low-risk orders"), we will automatically consider the order confirmed and arrange shipment within 3 business days of order placement.

Order Status	Cancellation Policy & Fees
Pre-Shipment (Before tracking number is generated)	Orders can be modified or canceled free of charge. You will receive a full refund. Please contact our support team immediately to request a cancellation before your order is processed.
Post-Shipment (Tracking number generated)	Under the circumstance that you have confirmed the email and a tracking number has been generated, the order cannot be modified or canceled. If you wish to cancel after this point, it will be treated as a standard "Return," and you will be responsible for the round-trip shipping fees (the original shipping fee is non-refundable).

3. E-Bike Return Policy

In principle, our return policy is valid for 14 days from the date of delivery. However, depending on the specific circumstances, we may extend the processing window up to 30 days. Because eBikes are heavy freight, our return policy and associated fees are strictly categorized based on whether the return is due to a quality issue or a non-quality issue.

A. Non-Quality Issues (Buyer's Remorse, Height/Size Not Fitting, etc.)

Timeframe & Condition	Requirements	Deducted Fees
New & Unopened (Within 14 Days)	Brand new, never assembled. Factory seals intact in original packaging.	$200
Open-Box / Test Ridden (Within 14 Days)	Less than 10 miles on the odometer. Free of wear, dirt, or scratches. Must be packed in the original box with all accessories.	Round-trip shipping costs+ 10% Restocking Fees
Open-Box / Test Ridden (15 to 30 Days)	Odometer shows over 10 miles. May have signs of wear, dirt, or scratches. MUST be packed in the original box and include all original accessories.	Round-trip shipping costs + 20% Restocking Fees
Over 30 Days	Exceeds the standard return window. Returns are generally NOT accepted. Exceptional approvals require a mandatory case-by-case review by management.	Subject to Strict Approval If exceptionally approved, the following will be deducted: 1. Round-trip shipping: Actual freight cost (typically $300+). 2. Base Restocking Fee: Minimum 30%. 3. Depreciation Fee: Additional deductions based on exact mileage, battery cycles, tire wear, and cosmetic damage (scratches/dents). *Note: Total deductions may exceed 60% of the original purchase price depending on the Ebike's condition.

B. Quality Issues (Defective Products)

Timeframe & Issue	Resolution Policy & Fees
Open-Box (Minor Cosmetic Flaws)	For minor flaws that do not affect riding safety (e.g., peeling stickers, minor paint chips), buyers can contact our customer service team to receive appropriate compensation without returning the bike. Our team will determine the compensation/refund plan based on the specific situation.
Open-Box (Major Defect / Do not want to keep)	Full Refund. We will cover all return shipping costs and handling fees. The eBike must be packed in its original box.
Within 14 Days (Defects or Missing Parts)	If any defects or missing parts are discovered, we will send replacement parts free of charge based on the specific situation to resolve the issue. If the buyer insists on returning the eBike instead of accepting replacement parts, we may charge a certain amount for return shipping based on the specific circumstances. Please contact our customer service team, who will determine the exact fee.
Over 30 Days	Returns Not Accepted. We will provide corresponding Warranty Services (sending replacement parts and technical support) according to our standard warranty policy.

⚠️ Important Note on Quality Investigations:

Please remember that the Wallke technical team will carefully investigate all claims of quality issues. If it is determined that no manufacturing defect exists, but rather the damage was intentionally caused by human factors or misuse, we reserve the right to reject the free return and will charge the applicable return shipping and restocking fees.

📦 Crucial Packaging Requirement:

All returns (whether for quality or non-quality reasons) MUST be shipped in the original Wallke bike box. Please retain your bike box even if it was slightly damaged in shipping. If you have discarded the original box, you will need to purchase a replacement box (approx. $50-$100) from a shipping carrier (e.g., FedEx, UPS) or a local eBike store before a return can be authorized.

4. Exchange Policy

Exchanges are only allowed within 14 days of delivery. The item must be unused, free from dirt or dust, and in the original packaging.

Same model, different color: You are responsible for the round-trip shipping costs.
Different model: You must pay the price difference (if applicable) plus the round-trip shipping costs.

5. Non-Returnable Items

For safety, hygiene, and logistical reasons, the following items are strictly non-returnable and non-refundable:

Batteries	Due to federal shipping regulations (Hazmat Class 9) regarding high-capacity lithium-ion batteries, standalone batteries cannot be returned once shipped.
Accessories & Parts	All accessories, replacement parts, and upgrades are final sale.
Special Sales & Promotions	Special promotional items, clearance items, and "Full-new Open Box" eBikes are sold "as is". Depending on the specific terms of the promotion, these items may not be eligible for return or standard warranty rights.
Unauthorized Resellers	Products purchased from unauthorized third-party dealers or second-hand markets.

6. Refused Deliveries & Gift Policy

Refused Deliveries

If a product is refused upon delivery (for reasons other than severe, documented shipping damage), the customer is responsible for all shipping charges. Refused shipments may take 2–3 weeks to return to our warehouse. An extra $200 refused delivery fee will be deducted from your refund to cover carrier penalties.

Gifts / Giveaways Policy

Free gifts or promotional items cannot be used as a reason for return or refund. If you are returning an eBike, all free gifts must be returned in brand-new condition. If a gift is missing or damaged, Wallke will deduct its full retail value from your final refund.

7. Price Match & Fraud Policy

Price Match Guarantee

Price match rules may vary depending on different holiday promotions (e.g., Black Friday, Cyber Monday, Flash Sales). Therefore, we do not make an absolute commitment to price matching here. Please refer to the specific rules and terms announced during each promotional event.

Orders Flagged as Fraud

Our system automatically screens for fraudulent transactions. We reserve the right to refuse, cancel, and refund any orders flagged as high-risk. If you believe your order was canceled by mistake, please contact our support team to verify your identity.

8. How to Request a Return

Returns without prior consultation and authorization from Wallke Support will be rejected. The customer will forfeit the item or bear the cost of having it shipped back to them.

Step	Action Required
Step 1	Gather your Order Number, the Reason for return, and Photos/Videos showing the condition of the bike (including the odometer reading and the original packaging).
Step 2	Fill out our official return form: 👉Submit Return Request Form
Step 3	Our team will review your request within 1–2 business days. If approved, we will provide you with a Return Merchandise Authorization (RMA ) number and the return shipping address. Do not send purchases back until authorized.
Step 4	Once the returned item is received and inspected at our warehouse, we will notify you of the refund approval. Approved refunds (minus applicable shipping and restocking fees) will be applied to your original payment method within 5-7 business days.

9. General Terms & Conditions

Inspection Responsibility: Customers are responsible for inspecting the product immediately upon delivery. Any visible shipping damage must be reported to the carrier and Wallke within 7 days.
Refund Processing Time: Once a refund is issued by Wallke, it may take your bank or credit card company additional time (usually 3-7 business days) to process and post the funds to your account.
Policy Modifications: Wallke reserves the right to update, modify, or change this Return & Refund Policy at any time without prior notice. The policy in effect at the time of your purchase will apply to your order.
Final Interpretation: Wallke reserves the right of final interpretation for all terms and conditions stated within this policy.