Frequently Asked Questions

Add the product you want to your cart and complete checkout on KEWELO.com. You must be at least 18 years old, or the age of legal majority where you live, to purchase from us.

Submitting an order does not by itself constitute final acceptance. After an order is placed we may review it for payment authorization, fraud prevention, inventory and shipping availability, address verification, pricing accuracy and product restrictions. An order may be cancelled before shipment where it cannot reasonably be fulfilled — if payment has already been captured, it is refunded to the original payment method. See our Terms of Service.

Available payment methods are shown at checkout. Payment must be successfully authorized before an order can be fulfilled.

KEWELO will never ask you to give complete payment-card details directly to our customer support team.

Contact us as soon as possible. Once warehouse processing or shipment has begun we may no longer be able to modify or cancel the order, and orders that have already shipped are generally handled under the return procedures in our Return & Refund Policy.

Pricing, inventory, specification and technical errors can occasionally occur. If a material error affects your order we may contact you before fulfillment to explain the issue and your options. Where an order cannot reasonably be fulfilled because of a material error, we may cancel it and issue a full refund.

KEWELO ships to eligible residential and commercial addresses within the contiguous United States — the 48 contiguous states and Washington, DC. Free Standard Shipping applies to eligible orders in that area.

We are not currently able to ship to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, other U.S. territories, or APO/FPO addresses. An order to one of those destinations cannot be completed at checkout. Delivery may also be unavailable to certain remote or restricted locations depending on the product, warehouse location and carrier limitations. See the Shipping Policy for the full wording.

Most in-stock orders are typically processed within 1–2 business days after successful payment authorization and any required order verification. Business days are Monday to Friday, excluding U.S. federal holidays. Processing can take longer during promotions, holidays, unusually high order volumes, or when additional verification is needed.

After processing, standard shipping generally takes approximately 3–9 business days in transit — for most in-stock orders that means roughly 4–11 business days from order confirmation.

These are estimates rather than guaranteed delivery dates. Actual times vary with the product, destination, fulfillment warehouse, carrier operations, weather, holidays and freight scheduling. See the Shipping Policy for the full wording.

Yes. You will receive an order confirmation at the email address used at checkout, and shipping confirmation with available tracking information once your order has shipped.

No. Delivery estimates are estimates and are not guaranteed delivery dates unless KEWELO expressly states otherwise. You are responsible for providing complete and accurate delivery information.

Contact us as soon as reasonably possible. Keep the original packaging, photograph the exterior packaging, the shipping label and the affected area of the product, and avoid unnecessary assembly or use if significant damage is visible. Shipping damage is handled separately from a standard change-of-mind return — see the Shipping Policy.

Most eligible products may be returned within 30 calendar days of delivery, and the return request must be submitted within that period. Eligibility depends on the product and its condition — some products are not eligible for a standard change-of-mind return. Read the Return & Refund Policy before starting a return.

Yes. Do not ship a product back without authorization from KEWELO. Contact Customer Support with your order number, name, the email used for the order, the product name and your reason for return. If the return is approved we will provide instructions and the correct return destination.

To qualify for a standard return the product must be in new or like-new condition, free from damage, abuse, accidents or unauthorized modifications, include all original accessories and components — charger, keys, manuals and tools where applicable — show no excessive wear beyond what is reasonably necessary to inspect it, and be safely packaged. We strongly recommend keeping the original shipping box throughout the return period.

For approved change-of-mind returns, the customer is responsible for return shipping costs, and original shipping charges paid by the customer, if any, are generally non-refundable. For a confirmed incorrect product, qualifying shipping damage, or another error attributable to KEWELO or our fulfillment process, we determine and arrange the appropriate return procedure.

Returned products are inspected after arrival at the authorized return location. Approved refunds are generally processed within 5–10 business days after inspection is completed, and are normally issued to the original payment method. Your bank, card issuer or financing provider may need additional time to post the funds.

No. Products generally not eligible for a standard change-of-mind return include those damaged through misuse or accident, products with unauthorized electrical or structural modifications, products missing essential components or with altered serial numbers, gift cards, digital products, custom or special-order products identified as such before purchase, and items clearly marked Final Sale or Non-Returnable. This does not limit remedies for products that arrive damaged, defective or incorrect. Full list in the Return & Refund Policy.

Unless a different period is clearly stated on the product page, eligible products purchased directly from KEWELO include a 1-Year Limited Warranty. The period begins on the original delivery date and continues for 12 months. Some products may also carry additional or longer manufacturer-specific coverage. See the Warranty Policy.

Eligible manufacturing defects in materials or workmanship under normal intended use, affecting components such as the frame, motor, battery, controller, display, throttle, charger, wiring harness, electrical sensors, front suspension fork and other original components supplied with the product. A product needing routine adjustment or replacement of normal wear items is not, by itself, considered defective.

Damage or failure from causes other than an eligible defect — including normal wear and tear, improper assembly, installation, maintenance, storage or charging, accidents and impacts, abuse or negligence, unauthorized repairs or modifications, water intrusion or pressure washing, and cosmetic damage from use. Normal wear items such as tires, brake pads, cables, chains and grips are generally not covered unless a manufacturing defect existed at delivery.

No. Lithium-ion batteries naturally lose capacity over time through age, charging cycles, temperature, storage conditions and normal use. Normal reduction in battery capacity is not considered a manufacturing defect. Eligible original batteries are covered against qualifying defects in materials or workmanship during the warranty period.

Contact Customer Support before arranging repairs or returning a product. Please have your order number, name, product model, a description of the issue, the serial number where applicable, and clear photographs of the affected component — video may be requested where reasonably necessary. Do not ship a bike, scooter, battery or component to KEWELO without receiving return instructions first. Details in the Warranty Policy.

No. Electric bicycle regulations vary by state, county, city, trail system, road and other jurisdiction, and certain products or operating modes may not be permitted on public roads, bicycle paths, sidewalks or trails in every location.

Rules can cover maximum assisted speed, motor power, throttle operation, rider age, helmets, registration, licensing, insurance and where you are allowed to ride. You are responsible for understanding and complying with the rules that apply where the bike will be used — a bike being offered for sale does not by itself mean every mode or configuration is permitted on every road or path. See our Terms of Service.

Published range reflects the manufacturer's testing conditions, which rarely match a real commute. Actual range depends on rider and cargo weight, terrain, incline, riding speed, the level of pedal assistance you use, throttle use, tire pressure, battery condition and charge level, temperature, wind, riding style and how well the bike is maintained.

A shorter range than the published figure under demanding conditions is normal and does not by itself indicate a defect.

Yes. Carrying more weight, climbing hills, riding into a headwind or riding in cold temperatures all make the motor work harder and draw more from the battery, which reduces range and can affect acceleration and hill-climbing. Low tire pressure and stop-and-go riding have the same effect.

Normal differences that result from operating conditions are expected and are not treated as a manufacturing defect.

Start with where and how far you will ride: commuting distance between charges, whether your route includes hills, and whether you will carry cargo or a passenger. Then check the specifications on the product page — frame style, recommended rider height, weight and payload capacity, brake and suspension type, and tire size all change how a bike suits you.

Confirm the rules that apply where you plan to ride before you buy, since those can affect which configurations are usable. If you are weighing up two models, contact Customer Support and we will help you compare them.

We make reasonable efforts to describe and photograph every bike accurately, but manufacturers may update specifications, components, packaging, accessories or colors without prior notice, and minor differences that do not materially change the intended function can occur. Colors and finish can also look different depending on your screen, lighting and production batch.

Photographs may show accessories or surroundings that are not included unless the product description says so. If a material discrepancy affects your order, contact Customer Support.

No. Electric scooter rules vary by state, county, city, road and other jurisdiction, and they are often treated differently from electric bicycles — a scooter permitted on one road, path or sidewalk may not be permitted on another.

Local requirements can include rider age, helmets, maximum assisted speed, motor power, registration, licensing, insurance and permitted riding areas. Check the rules for the specific places you intend to ride before your first trip. Full wording is in our Terms of Service.

Published range, top speed and climbing figures come from the manufacturer's test conditions. On the road they change with rider and cargo weight, terrain and incline, riding speed, throttle use, tire pressure, battery condition and charge level, temperature, wind, riding style and maintenance.

Riding mostly uphill, at higher speeds or in cold weather will shorten the distance you get from a charge compared with the published estimate.

Yes. Heavier loads, inclines, rough or uneven surfaces, headwind and low temperatures all increase the demand on the motor and battery, which can reduce range and slow acceleration or hill-climbing. Under-inflated tires and frequent stopping and starting have a similar effect.

These are normal operating variations rather than signs of a fault.

Think about your typical trip first: how far you ride between charges, whether the route has hills or rough surfaces, and whether you need to carry the scooter — up stairs, onto transit, or into an office — or store it in a small space. Folded size and weight matter as much as range for a scooter you will lift regularly.

The product page lists the specifications for each model, including motor, battery, tire size, weight and payload capacity. Confirm the local rules for where you plan to ride, and contact Customer Support if you want help comparing two models.

We work to describe and photograph each scooter accurately, but manufacturers can revise specifications, components, packaging, accessories or colors without prior notice, and small differences that do not materially change how the scooter functions may occur. Screen settings, lighting and manufacturing batch can also affect how a color appears.

Product photographs may include accessories or settings that are not part of the purchase unless stated in the description. Contact Customer Support if a material discrepancy affects your order.

Assembly requirements vary by product. Certain products may require assembly, adjustment or setup before use, and customers are responsible for following the instructions supplied with the product.

Where appropriate, yes. If you are not comfortable completing the required assembly, adjustments or safety checks, seek assistance from a qualified bicycle or mobility-product technician.

Before riding, verify that critical components are properly installed, tightened, adjusted and functioning. Read the applicable user manual, follow the manufacturer's safety instructions, wear appropriate protective equipment, and inspect brakes, tires and fasteners. Do not operate a product known to have a safety-related defect.

Do not ride it. Before the first ride you should verify that critical components are properly installed, tightened, adjusted and functioning, and you should not operate a product known to have a safety-related defect.

If something appears loose or misadjusted, follow the instructions supplied with the product or have a qualified bicycle or mobility-product technician check it. If the problem looks like transit damage, keep the packaging, photograph the affected area and the shipping label, avoid further assembly or use, and contact Customer Support promptly.

Follow the battery and charging instructions supplied by the product manufacturer. Use the supplied or manufacturer-approved charger, avoid charging a visibly damaged battery, and follow the applicable storage instructions.

Use the supplied or manufacturer-approved charger. Damage resulting from improper charging or from an unauthorized or incompatible charger is not covered by the warranty.

No. Do not open, disassemble or modify battery packs. Opening, disassembling, modifying or electrically altering a battery is excluded from warranty coverage and can create a serious safety risk.

Stop using it immediately. Discontinue use of any battery showing unusual swelling, severe physical damage, overheating, smoke or other signs of failure, keep it away from heat and fire, and contact KEWELO for instructions.

Not on your own. Do not independently ship a lithium-ion battery that is damaged, swollen, leaking, punctured or otherwise potentially unsafe — these are subject to special transportation requirements. Contact KEWELO first for instructions.