Return & Refund Policy

COSWHEEL ebikes, we have been committed to providing customers with the best products and services, we believe in the quality of its products, and hope you can shop with confidence. Below is our return policy for e-bike and accessories orders, please read carefully:

1. Cancellation Of Order

COSWHEEL Ebikes Order
State	Can I cancel my order?	Cost
within 24 hours	Yes	5% of purchase price
24 hours later, before shipping	Yes	10% of purchase price
After shipment	Yes	15% of purchase price & shipping costs

 

COSWHEEL Accessories Order
State	Can I cancel my order?	Cost
within 24 hours	Yes	5% of purchase price
24 hours later, before shipping	Yes	10% of purchase price
After shipment	No	/

 

2. COSWHEEL Returns within 30 Days

COSWHEEL Returns within 30 Days
Question	Solution	Cost
Receive wrong items	Free to exchange or full refund	/
Damaged or missing accessories	Free to send accessories or accept a partial refund	/
About refund difference price	1. Partial refund of the difference price within 7 days 2. Not acceptable(can send free gift) over 7 days Note: COSWHEEL has the right to organize any event promotion	/
Change delivery address	Customers need to pay an extra $20 per item	$20
Quality Issues Refund	1. Within 30 days: Defective products are returned or exchanged free of charge, and the customer bears the freight 2. Over 30 days: Returns are not accepted, and repairs are accepted under the guidance of COSWHEEL. Videos or photos must be taken to show the problem of the bicycle before repairing	shipping costs
Non-quality Issues Refund	Only refund within 30 days: We allow you to return any ebike in new and unused condition within 30 days of receipt, and charge a restocking fee of 30% of the purchase price, shipping costs are borne by the customer Merchandise must be returned in its original packaging. And in order to avoid the customer's information being stolen by others, the customer must provide a receipt or other proof of purchase, as well as a photo to prove that it is in a new state	30% of purchase price & shipping costs
Used Ebikes	Only refund within 30 days: Any ebike returned in a used condition may be returned within 30 days of receipt, subject to return shipping and a restocking fee of 70% of the purchase price. Items must not be damaged in any way. Ebikes must have less than twenty-five (25) miles on the odometer	70% of purchase price & shipping costs
Items That Are Not Eligible For Return	1. Product from Unauthorized Reseller 2. The damage is caused by human 3. Special order 4. Sale items or gift cards 5. Giveaways or free items	/

• To initiate a return, please email our Customer Support Team: service@coswheel.com and we will provide you with a Return Material Authorization (RMA) number and guide you through the process.

  Once your returned item has been received and inspected, we will send you an email to confirm we have received it. Additionally, we will notify you of the approval or denial of the refund. If your return is accepted, we will process the return within seven business days and deduct your original form of payment for the refund.

• Our COSWHEEL staff will inspect the return before processing it. If you return an item to us with dirt or debris that we cannot easily remove (i.e. deodorant, excessive pet hair, scuff marks, etc.), your item will be considered final sale and cannot be returned, and you will be refused return request. Please ensure items are unworn, unwashed, labels intact (if applicable) and undamaged.

  Once the return request is approved, the customer will be notified by email and will receive a refund to the original method of payment. Note that your bank or credit card company may take up to 30 additional days to process the refund.

• No Bike Shop Returns. Please note that each of our partner bike shops sets its own return and exchange policies and procedures. We do not accept returns of items purchased from bike shops. Please contact the place of purchase to discuss their return policy.

• Quality problems occur, we fully understand that these potential problems of yours usually cause frustration, sometimes even anger, but please calm down and trust us, we are a professional manufacturer of ebikes, we will definitely work hard to provide you with technical support, promise We will definitely be responsible for this quality problem, and make free replacement parts or replacements, please rest assured.

3. Ebikes are not allowed to be returned after 30 days

 

4. Returns are not accepted after the parts order is shipped, and only free replacement is due to quality problems

5. Compensation For Quality Problems

If you believe your item is defective and was purchased from one of our authorized dealers within 1 year, please contact us at service@coswheel.com with a photo or video of the actual defect as there may be a simple A solution can solve your problem. COSWHEEL support team can provide you with technical solutions.

If the problem still cannot be solved, we will suggest that you take the product to the local bicycle repair shop for repair, and we are willing to provide compensation for the defect (the specific compensation amount needs to be negotiated with COSWHEEL).

 

Note that to qualify for the subsidy,

a) Valid repair shop print invoice/electronic invoice (handwritten invoice is unqualified);

b) The reimbursement amount cannot exceed twice the price of the corresponding part for repair.

c) We do not provide replacement if the parts are broken again. Only one replacement is accepted per part. COSWHEEL reserves the right to determine defective products and normal wear and tear.

 

6. Remark

a) COSWHEEL HongKong Office Address: Unit 1508, 15 / F, Alam Centre Office Ⅱ, 625 Nathan Road, Kowloon
    ID:2374111

b) For the specific return address, please contact online customer service, or send an email to service@coswheel.com

c) Our online customer service and customer service email only handle information about orders from dealers and official websites. Information on retail platforms such as Amazon and AliExpress is handled by other professional after-sales teams. Users of Amazon and AliExpress please be aware that if you have any questions or after-sales issues, please consult the Amazon and AliExpress sites. The official website will not process information other than orders from the official website. We will not process any information you provide on other retail platforms. We will give any answer, but will forward it to the corresponding person in charge