Return & Refund Policy

At eWheelHub, we want to ensure you’re satisfied with your purchase. If you need to return or exchange an item, please review our return and refund policy below. Each manufacturer’s policy may slightly differ, so please refer to the specific brand’s terms for additional details.

1. Order Cancellation

Before Shipment: You can cancel your order free of charge before it ships (tracking number created). Please contact support@ewheelhub.com, and our customer service team will assist you.
After Shipment: If you request a cancellation after your order has shipped, there will be a $150 return shipping fee and a 10% processing fee. We will provide a return shipping label, and a designated carrier will collect the return package.

2. Order Modification

Before Shipment: Modifications can be made free of charge. Contact support@ewheelhub.com to proceed.
After Shipment but Before Delivery: If your order has shipped but you haven’t received it, modifications may still be possible. Contact support@ewheelhub.com, but please note changes are not guaranteed.
After Delivery: If you wish to modify your order post-delivery, please refer to our return policy. Returns and exchanges are subject to a $150 return shipping fee per item, plus a 20% processing fee. Please contact support@ewheelhub.com to proceed.

3. Model Replacement & Return

Product Defects: If your product has a defect, our customer support team will provide necessary tech support and any replacement parts, covering the repair fee.
Shipping Damages: If your product is damaged during shipping, we will provide the necessary parts and cover service costs. Please contact support@ewheelhub.com with photos or videos as evidence.
Free Replacement and Return: You may reject a package due to shipping damage that affects the functionality of the product or contact our customer service for missing or critically damaged parts. Photos or videos of the damage are required for validation.
- Critically Damaged Items: Main structural damage affecting the functionality of the product (e.g., frame deformation).
Not Covered by Free Replacement or Refund Policy:
- Minor damage to outer packaging.
- Minor scratches or paint loss.
- Damage to parts or wear after 10 miles of usage.
- Damage after 7 days of use.

4. Return & Exchange Requirements

Return Window: Returns must be requested within 45 days of receiving the product.
Unopened eBikes/Scooters: Can be returned within 45 days for a $150 return shipping fee per bike/scooter, plus a 10% restocking fee per item.
Opened eBikes/Scooters: Must be in new condition with less than 10 miles of use. Returns are subject to a $150 return shipping fee per bike/scooter and a 20% restocking fee.
Condition of Product: Returns require the original packaging and the shipping box. The product must be in the same condition as received with all items included (battery, charger, keys, hardware, etc.).
Restocking Fees: A 20% restocking fee and a $150 shipping fee per bike or scooter will apply for non-quality issues. The restocking fee may be adjusted based on the product's condition upon inspection.
Required Photos for Returns: To process your return, please provide the following:
- The bike from both sides (if removed from its packaging).
- Mileage on the display (if applicable).
- Condition of the shipping box.
- Close-up of the bike ID label (make, model, frame number).
Please email the photos to support@ewheelhub.com.

5. Customer Arranged Return Shipping

If you choose to arrange your own return shipment, please ensure the product is safely packaged and use a signature confirmation service with shipping insurance. eWheelHub is not responsible for any damage or loss during the customer-arranged return shipment.

6. Non-Returnable Items

The following items are not eligible for return:

Fashion accessories (e.g., hats, apparel).
All accessories.
Special orders.
Used items, except in cases of breakage or malfunction.

7. Refunds

Once your returned product is received and inspected, we will deduct the applicable fees (shipping, restocking, etc.) and issue your refund to the original payment method. Please allow 2–3 business days for the refund to appear in your account, though delays may occur depending on the bank or credit card company’s procedures.

Return & Refund Policy