Return & Refund Policy

Thank you for choosing Wildeway. To ensure your shopping experience, we have formulated the following policy in accordance with EU consumer protection laws and industry standards. This policy applies to all electric bikes and accessories purchased through www.wildewayebike.eu.

1. Return Period

30-Day Hassle-Free Returns: You may request a return within thirty (30) days of receiving your item.
Over 30 Days: Unfortunately, we generally do not accept return requests for non-quality reasons beyond 30 days from the delivery date. (Quality issues will be directed to our standard warranty process).

2. Eligibility Criteria

To be eligible for a return, your item must meet all of the following conditions:

Condition: The item must be in "like-new" condition, unworn, unused, and free of any visible wear and tear, dirt, or damage.
Mileage Limit: For e-bikes, the total mileage on the display must be less than 10 kilometers.
Completeness: The return must include all original items that were inside the box (charger, keys, tool kits, manuals, hardware, etc.).
Original Packaging: The item must be returned in its original packaging. If the original packaging has been discarded or lost, the customer is responsible for purchasing a qualified replacement box at their own expense to ensure safe transit.

3. Fees & Charges

A. Quality Issues (Defective/Damaged)

If the return is due to a manufacturing defect, missing parts, or severe shipping damage, Wildeway will cover all return shipping and replacement costs.
Process: Please contact us within 48 hours of receiving the item and provide clear photos or videos as proof.

B. Non-Quality Issues (Remorse Returns)

(e.g., changed mind, ordered the wrong model, no longer needed)
Return Shipping: The customer is responsible for the return shipping costs. Since e-bikes are oversized, heavy items, a return shipping and restocking fee of €200 per e-bike will be deducted from your total refund.
Battery Returns: We strictly only accept returns for unopened and unused batteries. A processing fee of €100 per battery will apply.

C. Order Cancellation

Cancellation Before Shipment: Free cancellation. (Note: If your order has already been processed by the payment gateway, a processing fee of approximately 5% may be deducted).
Cancellation After Shipment / Interception: Once the bike has been shipped, an interception and return shipping fee of €200 will be deducted from your refund.

4. Non-Returnable Items

The following items are not eligible for returns:

Products purchased from unauthorized third-party resellers.
Products with human-caused damage, unauthorized modifications, or improper maintenance.
Promotional items, giveaways, or items clearly marked as "non-returnable" or "final sale."
Consumable parts and extra accessories that have already been used or installed (e.g., inner tubes, brake pads, fenders, rear rack bags, helmets).

5. Refund Process

Request: Send an email to support@wildewayebike.eu indicating your order number, reason for return, and clear product photos/videos.
Review: Our support team will respond within 2 business days. Once approved, we will provide you with a return shipping label and specific instructions. Items sent back to us without first requesting a return will not be accepted.
Ship Return: Please pack the items securely and ship the package back, providing us with the tracking number.
Inspection: Upon receiving the return, our warehouse requires 3-5 business days to inspect the item to confirm its condition.
Refund: Once the inspection is passed, the refund will be issued to your original payment method within 1-2 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

6. Price Match Policy

If we lower the price of your purchased product on our official website within 7 days of your purchase date, you may contact us to request a partial refund for the price difference. Price match requests beyond 7 days will not be accepted.