Refund policy

KEWELO — Return & Refund Policy

At KEWELO, we want customers to feel confident when purchasing an electric bike, electric scooter, electric trike, or accessory online.

This Return & Refund Policy explains when products purchased through KEWELO.com may be returned, how to request a return, who is responsible for return shipping, and how approved refunds are processed.

30-Day Return Policy

Most eligible products purchased from KEWELO may be returned within 30 calendar days from the date of delivery.

A return request must be submitted within this 30-day period.

Products returned because of a change of mind must meet the eligibility requirements described below.

Return Eligibility

To qualify for a standard return, the product must:

  • Have been delivered within the previous 30 calendar days
  • Be in new or like-new condition
  • Be free from damage, abuse, accidents, or unauthorized modifications
  • Include all original accessories and components
  • Include the charger, keys, manuals, tools, and other items originally supplied, where applicable
  • Have no excessive wear or signs of use beyond what is reasonably necessary to inspect the product
  • Be safely packaged for return

We strongly recommend keeping the original shipping box and protective packaging throughout the 30-day return period.

All returned products are subject to inspection before a refund is approved.

Before Returning a Product

Do not ship a product back without authorization from KEWELO.

To begin a return, contact KEWELO Customer Support and provide:

  • Your order number
  • Customer name
  • Email address used for the order
  • Product name
  • Reason for the return
  • Photographs of the product when requested

Depending on the circumstances, we may request additional photographs, video, serial-number information, or other information reasonably necessary to evaluate the request.

If the return is approved, we will provide return instructions and the appropriate return destination.

Products must not be returned to an address found online, on a shipping label, or on previous correspondence unless KEWELO specifically authorizes that address for the return.

Change-of-Mind Returns

If you decide that you no longer want the product, ordered the wrong model, or otherwise request a return for a reason unrelated to a product defect or KEWELO error, an eligible return may be accepted within the 30-day return period.

For approved change-of-mind returns:

  • The customer is responsible for return shipping costs
  • The product must satisfy the return eligibility requirements
  • Original shipping charges paid by the customer, if any, are generally non-refundable
  • The product must be returned to the location specified in the return authorization

Because electric bikes, scooters, and trikes are large products that may require specialized transportation, please contact us before arranging return shipping.

Used or Assembled Products

Assembly alone does not automatically make a product non-returnable.

However, products that have been ridden, extensively tested, damaged, modified, or used beyond what is reasonably necessary to inspect them may not qualify for a full refund.

If an eligible returned product shows diminished value caused by use, damage, missing components, improper assembly, or other customer-caused conditions, any refund adjustment will be based on the actual condition of the returned product and applicable law.

Products That Are Not Eligible for Standard Return

The following generally do not qualify for a standard change-of-mind return:

  • Products damaged through misuse, negligence, accident, or improper handling
  • Products with unauthorized electrical, software, motor, controller, battery, or structural modifications
  • Products missing essential components
  • Products with altered, removed, or unreadable serial numbers
  • Gift cards
  • Downloadable or digital products
  • Custom or special-order products where identified as such before purchase
  • Products clearly identified as Final Sale or Non-Returnable before purchase

This does not limit remedies that may apply to products that arrive damaged, defective, incorrect, or otherwise subject to rights that cannot be excluded under applicable law.

Damaged on Arrival

Please inspect your shipment promptly after delivery.

If your product arrives with visible transportation damage:

  1. Keep the original packaging.
  2. Photograph the exterior packaging and shipping label.
  3. Photograph the affected area of the product.
  4. Avoid unnecessary assembly or use if significant damage is visible.
  5. Contact KEWELO Customer Support promptly.

Shipping damage is handled separately from a standard change-of-mind return.

Depending on the circumstances, an appropriate resolution may include replacement components, repair assistance, replacement of the affected product, or a refund.

Defective Products

If you believe a product has a manufacturing defect, contact us before returning it.

We may request photographs, videos, serial-number information, diagnostic information, or reasonable troubleshooting to determine the nature of the issue.

A defect does not automatically require the entire product to be returned when the issue can reasonably be resolved through warranty support, replacement components, repair, or another appropriate remedy.

Defects occurring outside the return period may be handled under the applicable KEWELO Limited Warranty Policy.

Incorrect Product Received

If KEWELO or its fulfillment partner sends a product different from what you ordered, please do not assemble or use it.

Contact us with your order number and photographs of the product, product label, packaging, and shipping label.

If the incorrect shipment is confirmed, KEWELO will arrange an appropriate resolution and will be responsible for authorized return transportation where a return is required.

Missing Parts

Some components or accessories may ship separately.

If something appears to be missing, please review any additional tracking information first and contact us.

If a component is confirmed missing, we will arrange an appropriate resolution.

Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs.

For confirmed cases involving an incorrect product, qualifying shipping damage, or another error attributable to KEWELO or its fulfillment process, KEWELO will determine and arrange the appropriate return procedure.

Do not independently ship a damaged lithium-ion battery.

Lithium-ion batteries may be subject to hazardous-material transportation requirements. Contact KEWELO for instructions before returning any battery that is damaged, swollen, leaking, punctured, or otherwise unsafe.

Return Packaging

Whenever possible, products should be returned using their original packaging.

If the original packaging is unavailable, the customer is responsible for using packaging sufficient to safely protect the product during return transportation.

Damage occurring because of inadequate customer-provided return packaging may affect refund eligibility to the extent permitted by applicable law.

Return Inspection

Returned products are inspected after arrival at the authorized return location.

Inspection may include:

  • Product condition
  • Signs of use or damage
  • Frame and mechanical condition
  • Electrical components
  • Battery and charger
  • Wheels and tires
  • Included accessories
  • Missing components
  • Unauthorized modifications
  • Serial numbers
  • Return packaging

The inspection determines whether the return satisfies this policy and the amount eligible for refund.

Refunds

Once an eligible return has been received and inspected, KEWELO will notify the customer of the return outcome.

Approved refunds are generally processed within 5–10 business days after the return inspection is completed.

Refunds are normally issued to the original payment method.

After KEWELO issues the refund, additional time may be required for the customer's bank, card issuer, financing provider, or payment processor to post the funds.

Partial Refunds

A returned product may qualify for less than a full refund if its value has been reduced because of circumstances such as:

  • Damage after delivery
  • Excessive use
  • Missing accessories or components
  • Cosmetic damage
  • Improper assembly or disassembly
  • Unauthorized alterations
  • Inadequate return packaging
  • Cleaning, repair, or restoration reasonably required because of the product's returned condition

Any reduction will be based on the actual returned condition and reasonable associated loss or restoration costs, subject to applicable law.

Exchanges

Where practical, KEWELO may offer an exchange instead of a refund.

Exchange availability depends on product condition, inventory, and the circumstances of the request.

If the replacement product has a different price, the applicable price difference will be addressed before the exchange is completed.

Promotional Orders

Refunds for products purchased using promotional pricing, discount codes, or bundle discounts are based on the amount actually paid for the returned product.

If a free promotional item was provided because of the qualifying purchase, it may also need to be returned for the order to qualify for a full refund.

Financing Purchases

Refunds for purchases made using a third-party financing provider will normally be returned through that provider.

The financing provider's processing procedures and timelines may apply after KEWELO submits the approved refund.

Refused Deliveries

Please do not refuse delivery without first contacting KEWELO.

Unauthorized refusal may result in return transportation or other actual carrier costs.

Where permitted by law, documented non-recoverable costs caused by an unauthorized refusal may be deducted from an otherwise eligible refund.

Canceled Orders

This policy applies primarily to products after delivery.

If you need to cancel an order before shipment, contact KEWELO as soon as possible.

Orders that have already entered fulfillment or shipment may no longer be cancelable. Complete cancellation terms will be provided in the KEWELO Cancellation Policy or applicable Terms of Service.

Return Abuse & Fraud

KEWELO may refuse a return or refund request involving documented fraud or abuse, including situations involving:

  • A different product being returned
  • Altered or removed serial numbers
  • Deliberately damaged products
  • False damage claims
  • Fraudulent payment activity
  • Material misrepresentation of the product's condition

This provision does not affect legitimate consumer rights.

Warranty vs. Returns

The 30-day return period and the KEWELO Limited Warranty are separate.

The return policy determines whether an eligible product may be returned within the applicable return window.

The Limited Warranty addresses eligible manufacturing defects during the applicable warranty period.

Warranty service does not automatically mean that a complete product return or refund is required.

Your Legal Rights

Nothing in this policy is intended to exclude or restrict rights or remedies that cannot lawfully be excluded under applicable federal or state consumer protection laws.

Questions About a Return?

Before shipping any product back, contact KEWELO Customer Support.

KEWELO
Operated by NEO BIKE LLC

Website: KEWELO.com
Email: support@kewelo.com
Phone: +1 (917) 672-8586
Customer Support: Monday–Friday