Return & Refund Policy
At WILDEWAY, we stand behind the quality of our electric bikes and want you to be completely satisfied with your purchase. Please read our Return & Refund Policy carefully to understand our procedures and terms.
Order Cancellation & Fees
We understand that plans can change. If you need to cancel your order, please contact us at support@wildewayebike.com as soon as possible. The fees associated with cancellation depend on the shipping status of your order:
- Before Shipment: If you cancel your order before it has been processed or shipped from our warehouse, the cancellation is 100% FREE, and you will receive a full refund.
- After Shipment (In Transit): Once an order has been processed, a shipping label generated, or the package has left our warehouse, it cannot be canceled for free. If you request a cancellation while the item is in transit, it will be treated as a return. A flat cancellation/shipping fee of $200 per ebike will be deducted from your final refund.
Please Note: If your order is already in transit, do not reject the shipment upon delivery. Rejecting a shipped order without our authorization may result in item loss in transit or rejection by our warehouse, which will make the order ineligible for a refund. Please accept the package and contact our customer service to follow the standard return process.
Return Policy (15-Day Trial)
WILDEWAY provides a 15-day trial period for all electric bikes. If you wish to return an ebike that is not defective or damaged (buyer's remorse), you must contact us within 15 days of receiving the product. The applicable fees depend on the condition of the returned item:
1. Unopened & Unused Items
To be eligible for this return category, the ebike must be completely unsealed, unopened, and in its original factory shipping box.
- Return Shipping Fee: A flat fee of $200 per ebike will be deducted from your refund.
- Restocking Fee: $0 (Waived).
2. Opened & Like-New Items
If the box has been opened, the ebike must meet the following strict "Like-New" criteria to be accepted for a return:
- The odometer must read less than 10 miles.
- The ebike must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use.
- The ebike must be packed in the original packaging with all original items included (charger, keys, toolkit, user manuals, pedals, reflectors, etc.).
- Return Shipping Fee: A flat fee of $200 per ebike will be deducted from your refund.
- Restocking Fee: A 20% restocking fee (based on the price paid for the ebike) will be deducted from your refund.
Note: Returns will strictly not be accepted after 15 days from the delivery date, or if the ebike has 10 or more miles on the odometer, or if it shows signs of heavy use/damage.
Damaged or Defective Items (Quality Issues)
If your ebike arrives damaged or defective out of the box, please contact us within 15 days of delivery with your order number, serial number, and clear photos/videos demonstrating the issue. If the damage or defect is verified by our technical team, WILDEWAY will cover the return shipping costs or provide replacement parts free of charge.
Please Note: Damage to the outer cardboard packaging does not equal a product defect. Due to the nature of shipping heavy items, outer boxes may experience wear. We advise customers to open the box and inspect the ebike itself. If the product inside is intact, it is not considered a defective return.
Accessories and Replacement Parts
All sales of accessories, spare parts, and replacement parts are final. Returns and refunds are not allowed for any purchases of accessories or replacement parts, except in cases where they arrive defective or damaged, which must be reported within 15 days of receipt with proof.
How to Initiate a Return
To request a return, please email us at support@wildewayebike.com with [RETURN REQUEST] and your Order Number in the subject line. Please include the following information:
- Purchase Site / Platform
- Order Number & Proof of Purchase
- Serial Number of the Ebike
- Clear photos/videos showing the condition of the ebike (including the odometer display, packaging, and all parts/accessories).
Important: Please ship all approved returns using the specific prepaid shipping label provided by our customer support team. Any unauthorized or self-shipped returns will be rejected by our warehouse and are not eligible for a refund.
Refund Policy
Refunds will be processed only after the returned item has been successfully delivered to, inspected, and approved by our warehouse team. Once approved, the final refund amount (minus the applicable return shipping and restocking fees) will be issued back to your original payment method.
If your order used a discount code, the entire value of the discount code used for that item will be subtracted from the refund value.
Please allow 7 to 14 business days for the refund to reflect on your account, depending on your financial institution's processing times.
Price Match Policy
We want you to shop with confidence. WILDEWAY offers a Price Match Policy under the following conditions:
- Price Match requests must be submitted within 15 days of your delivery date.
- It applies only to the exact same model and color purchased on our official website (wildewayebike.com). It does not apply to accessories, spare parts, or promotional bundles.
- Exclusions: Major seasonal holiday sales (e.g., Black Friday, Cyber Monday), flash sales, clearance events, or limited-time promotions are strictly exempted from our price match policy.
- Discount codes are non-stackable. A Price Match request can only be granted once per eligible purchase.
This Return & Refund Policy applies to orders made directly on the official WILDEWAY website. For purchases made through authorized third-party platforms (Amazon, Walmart, eBay, etc.), please refer to the return policies of the respective platforms.
