Return Policy

Last updated: February 25, 2026

1. Purpose

This Return Policy applies to purchases made on wilsonebikes.com (the "Site") and shipped to addresses within the United States ("US"). It outlines return eligibility, timelines, fees, and how to start a return.

2. Return Window

2.1 Return Request Period

You may request a return within 15 days of delivery, based on the carrier's "Delivered" scan date. Return requests submitted after 15 days may be declined.

3. What Can Be Returned

3.1 Eligible Items

To qualify for a return or exchange, the item must meet all of the following conditions:

• The return request is submitted within 15 days of delivery.
• The product has been ridden no more than 50 miles.
• The item shows no obvious wear, damage, misuse, or major cosmetic issues.
• The original box and packaging materials are complete and included.
• The customer is responsible for return shipping costs.

If the above conditions are met, the item may be eligible for return or exchange to another model, subject to a 20% depreciation fee.

3.2 Condition Guidance

"No obvious wear" means the item remains in clean, resellable condition with only minimal handling or very light use. Returns may be declined, or additional deductions may apply, if the product shows signs of use beyond normal inspection.

• Visible scratches, scuffs, dents, dirt, or impact marks
• Noticeable tire wear, brake pad wear, or other riding-related wear
• Odor, water exposure, corrosion, or mud/sand residue
• Missing parts, accessories, manuals, tools, or packaging materials
• Any modification, disassembly, or unauthorized repair

4. Non-Returnable Items

4.1 The Following Items Are Not Eligible for Return

• Items marked "Final Sale," "Open Box," "Used," "Refurbished," or "As-Is"
• Gift cards
• Wear-and-tear items and consumables (such as brake pads, tubes, tires, grips, and belts) once opened or installed
• Any item ridden more than 50 miles
• Any item with obvious wear, significant cosmetic damage, misuse, modification, or unauthorized repair
• Any large item returned without the original box and required packaging materials
• Batteries that show signs of installation or use, or that are returned in a non-compliant shipping condition
• Special-order or customized products

5. Return Shipping and Fees

Because e-bikes and e-scooters are large and may ship via oversized carriers or freight, return shipping can be expensive. Please review the rules below.

5.1 Return Shipping Responsibility

The customer is responsible for return shipping costs for non-defective returns, including changed mind, incorrect item selection, or exchange requests.

If the return is due to our error, such as shipping the wrong item, or due to a confirmed defect or DOA issue (see Section 8), we will cover reasonable return shipping costs or arrange pickup.

5.2 Original Shipping Fees

Original shipping fees are non-refundable unless the return is due to our error or a confirmed defect or DOA issue.

5.3 Depreciation Fee

Eligible returns and exchanges under this policy are subject to a 20% depreciation fee. This fee may be deducted from the refund amount or applied during an exchange to another model.

5.4 Refused or Undeliverable Shipments

If a shipment is refused, returned as undeliverable, or cannot be delivered due to an incorrect address or missed appointment, we may deduct outbound shipping costs, return shipping costs, and any carrier fees from your refund.

6. How to Start a Return

6.1 Return Authorization Required

All returns require a Return Authorization (RMA). Returns sent without an RMA may be refused or delayed.

To request an RMA, please contact: info@wilsonebikes.com

Please include the following in your request:

• Order number
• Item or model name and serial number, if applicable
• Reason for return
• Photos or video of the item and packaging, especially for large items

If approved, we will provide:

• RMA number
• Return instructions and return address
• Return shipping guidance

7. Packaging Requirements

7.1 Original Packaging Required

For scooters and e-bikes, you must return the product in the original box with the original protective materials.

If the original packaging is not available or is incomplete, the return may be declined.

Do not write the RMA number directly on the product itself.

8. Damaged, Defective, or DOA Items

8.1 Shipping Damage

If your item arrives with shipping damage, please contact us within 48 hours of delivery and provide photos or video of:

• The outer box and shipping labels
• All protective materials
• The damage to the product and any affected parts

8.2 DOA (Dead on Arrival) or Functional Issues on Arrival

If the product does not power on or has a major functional issue out of the box, please contact us within 48 hours of delivery. We will troubleshoot the issue and determine whether it qualifies as DOA.

8.3 Resolution Options

If shipping damage, a defect, or a DOA issue is confirmed, we may offer one or more of the following:

• Replacement parts with guided repair support
• An exchange unit, subject to inventory availability
• A return for refund

We will cover reasonable shipping costs for confirmed cases.

9. Battery and Hazardous Materials Shipping

9.1 Battery Return Rules

Lithium batteries are regulated for shipping. Customers must follow our return instructions.

Do not ship a battery or a battery-containing product without our written approval and instructions.

Returns that violate carrier safety rules may be refused and may not be eligible for a refund.

10. Refunds

10.1 Refund Method

Approved refunds are issued to the original payment method.

10.2 Inspection and Timing

Once we receive your return, we will inspect it. If approved, refunds are typically processed within 7 to 10 business days after inspection.

Banks and payment providers may require additional time to post the refund.

10.3 Deductions

Refunds may be reduced due to the following:

• The 20% depreciation fee
• Return shipping or pickup costs, if applicable
• Missing parts, accessories, or incomplete packaging
• Damage, excessive wear, or signs of use beyond the allowed condition standard
• Carrier fees for refused or undeliverable shipments

10.4 If a Return Is Not Approved After Inspection

If the returned item does not meet the conditions stated in this policy, we may:

• Reject the return and ship the item back to you at your expense, or
• Offer a partial refund with documented deductions, if applicable

11. Exchanges

11.1 Exchange to Another Model

If your item meets the return eligibility requirements in this policy, you may request an exchange to another model within 15 days of delivery.

Exchange requests are subject to:

• Approval of the returned item's condition
• Customer-paid return shipping
• The 20% depreciation fee
• Inventory availability of the replacement model

If the new model has a different price, any price difference must be paid before the replacement order is processed.

12. Pre-Orders

12.1 Pre-Order Cancellations

Pre-order cancellations are allowed before the item ships, subject to the product page terms.

After shipment, standard return rules apply, including the 15-day return window, condition requirements, shipping responsibility, and applicable fees.