Return & Refund Policy

Please read the following carefully to understand our returns policy applicable to all components, accessories and ebikes sold by Wallke.
Always contact Wallke first before your are going to apply for after-sales, to avoid irreparable loss.

Item

Detials
Order Cancellation  Order can be modified or cancelled if it has not yet been dispatched. Once dispatched (you have received a tracking number), order cannot be cancelled.
You will receive an email notification if your order is successfully cancelled. A full refund will be credited to your original account within 2-5 business days.
Change Delivery Address If a change is necessary, only a new address in the same country as the original address will be accepted. For specific procedures, please contact our customer service.
Package Lost in Transit Resend or full refund.
Customer Refuses to Accept the Package €400 shipping fee per item(charged by the third party shipping company) or the customer must pay an additional €400 for resend. 
Arrive Damaged or Defective

For items that arrive damaged or defective, please contact us at service@wallkeebike.eu within 7 days of receipt and provide photos or videos of the defects as this will help us assess the issue and resolve it appropriately. Our support team will offer effective solutions of sending replacement parts or partial refund.           

Please note that damages caused during transit, such as scratches or defective parts, are NOT acceptable grounds for returns.
Wrong Item Received

If you receive an item that you didn't ordered or the wrong item, please contact us directly and we'll correct the error promptly. The item should be unused and in its original packaging for replacement.
Returns (New and Unopened)

Item can be returned within 14 days of receipt for a full refund if it is in new, unopened, and unused condition. Buyers are responsible for the return shipping cost.
Returns (Used)

Within 14 days of receipt:
• 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.
• No password set for the display.
Non-quality Issues: We will deduct the round-trip shipping fee and 20% restocking fee from the final refund. Quality Issues: A full refund or partial refund.(You are encouraged to contact Wallke support team before making a return claim, as there may be a simple fix for the problem that does not necessitate filing a return request. )
Exchanges

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

Exchanges are not permitted after 14 days from the delivery date.
For exchanges of the same model in a different colour, the recipient is responsible for the round-trip shipping costs.
For exchanges to a different model, you will need to cover both the price difference and the round-trip shipping costs.
Non-returnable items include, but are not limited to:

• For an issue that can be solved with replacement parts or simple adjustments, we don't offer a free exchange service and free shipping label.
• Products from unauthorised resellers
• Damage/scratches caused by misuse
• Special orders
• Giveaways or free items
• 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.
• Online sale accessories (including fenders, gift boxes, rack bags, helmets, controllers, phone mounts, waterproof covers, locks, rear view mirrors, etc.)
• Extra purchased accessories (If you buy additional accessories directly from Wallke, please ensure they are the correct parts you need before purchasing.)
Refund for Price Difference:

Partial refund of the price difference within 7 days
Not acceptable within 7 -14 days: free gift possible
Note: Wallke reserves the right to organize any type of event promotion.
Refund Policy

Once we receive and inspect your return, we will notify you via email regarding its status. If your return is approved, we will proceed with your requested refund, exchange, or store credit. For refunds, the credited amount will be automatically applied to your original payment method within a reasonable timeframe.
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.
Return Address:

Chez Domidéal 11 Avenue Carnot 25000 Besançon. Note: Please consult customer service for the specific return address
Order processing time:

In stock - 2 business days; pre-order - shipping time based on product page

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

*Returns will not be authorised beyond fourteen (14) days from the delivery date or used for more than 10 miles.
*After Wallke accredit your returning, please 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.

Return Procedures

1)To start a return, you can contact us at service@wallkeebike.eu. If your request is authorised, you will obtain a Return Merchandise Authorization (RMA) and return details from Wallke. Returns sent without Wallke's written authorisation will not be refunded. The customer will either need to pay for the return shipping to retrieve the product or forfeit it.

2) The carrier selected by the buyer bears full responsibility for the return shipment, including the possibility of damage during transport and loss of shipment.

Please send us images and documents for the conditions of the ebike(s) or package before returning any item.

We recommend sufficiently insuring each return shipment against loss or damage.

If you are shipping an item over €100, you should consider using a trackable shipping service. We do not guarantee receiving the item you returned within the timeframes confirmed by the carrier.

2)For any refund request, please refer to our Payments Policy.


Scope of Application

This return policy only applies to the products sold on the wallkeebike.eu. Purchases made through other channels(online/offline dealers, Aliexpress, eBay, etc) are subject to their respective warranty policies.