Wallke H9 AWD

RETURN POLICY

Please read the following carefully to understand our returns policy applicable to all components, accessories and ebikes sold by Wallke.

Order Cancellation

Wallke recommend all the buyers double-confirm your address, phone number, order detail, and other information ASAP once the order is placed. If there is a mistake in your order details, our support team is also able to modify that if it has not been shipped. 

Orders which have already been shipped (you have received a tracking number) cannot be changed or canceled. Cancellation is not confirmed until you receive a response from our customer support team. Customers will receive an email confirmation if the order is successfully canceled. 

Damages and issues

Please inspect your order upon reception and contact us at once if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Shipping damage:

For items that arrive damaged or are defective, please contact us at sales@wallkeebike.com, and provide photos or videos that contain the actual defects as there may be a simple fix for your problem. Wallke support team could provide you with technical solutions. The damages are caused by transportation like scratches, defective parts are NOT justifications for returns.

If you received a wrong item:

In some rare cases, a mix-up during fulfillment day happens. If you've received an item that you haven't ordered or received the wrong item, please contact us directly and we'll correct the error right away.

The item should be unused and in its original packaging for replacement.

Returns of New and Unused Items

We allow you to return ebike items in new, unopened and unused condition within 14 days of receipt for a refund with no restocking fee. For all returns, return shipping charges are the responsibility of the recipient. There will be a round-trip shipping cost charge deducted from the final refund, unless Wallke made a shipping error. For used items, we will deduct the round-trip shipping fee and 20% restocking fee from the final refund.

Return

We will not accept any returns after 14 days from the delivery date or have more than 10 miles on the odometer. 

• It must have less than 10 miles on the odometer
• Free of any wear and tear, dirt, dust, fragrance, or any other signs of use
• It must include all items that were inside the box (charger, keys, tools, gifts etc.)
• It must be in the same packaging and condition that you receive it.

We will deduct the round-trip shipping fee and 20% restocking fee from the final refund.

Exchange

To be eligible for an exchange, the item must be unused, free from dirt, dust, or any fragrances, and in the original packaging and condition that you received it.

Exchanges are not allowed after 30 days of the delivery date.

If you plan to exchange a same model but different color, a round-trip shipping cost charge shipping charges are the responsibility of the recipient.

If you plan to exchange a different model, you must pay the corresponding price difference and the round-trip shipping cost.

Please aware:

• All orders are required to be returned in their original packaging; returns will not be accepted in other packing materials. PLEASE RETAIN YOUR BIKE BOX even if it has been damaged in shipping. 
• If any parts are missing from the returned items (the original packing box is also included), we will charge a fee from the refund as appropriate.
• We will offer pre-paid label. Return shipping charges are the responsibility of the recipient. You must print the return label and paste it on the carton when shipping back returned electric bike.
• If the customer sends the return without consultation with Wallke Service and the official consent of Wallke EBike, a refund will not be issued, and the customer will have to pay the shipping to get the item returned or sacrifice the item.
• The customer should ship the returned item within 7 business days after Wallke provide a return label. Or the return will be considered as canceled by the customer.

How Can I Request a Return?

Please contact us by sending related information to sales@wallkeebike.com

• Order number/receipt
• Tell us your return reason (No Longer Want)
• Please supply the relevant photos or videos showing the condition of your item (Display Odometer, packaging, parts, accessories, etc.)

Full-new Returned, Open Box Wallke eBike Return Policy:

 Full-new Returned, Open Box Wallke eBike is sold “as is” and is not eligible for a return but is still covered by our standard e-bike warranty. 

Non-returnable items include, but are not limited to:

• Product from Unauthorized Reseller
• The damage is caused by human.
• Special order, such as open box sales
• Gift cards
• Giveaways or free items
• Accessories
• Battery

Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.

REFUSED DELIVERIES

If a product is refused upon delivery for any reason other than extensive damage, the customer handles all shipping charges to and from the customer. This includes shipping charges originally included in the purchase price of the product. 

If you refuse shipment, the product will go back to the delivery company and may not get back to the sender address- Wallke warehouse for 2 or 3 weeks. A return cannot get processed until the product is received by the warehouse.

The third-party shipping company will charge an extra refused delivery shipping fee of $200. We reserve the right to charge a flat fee of $200 to partially cover our shipping costs.

Refunds:

If the bike has been ridden it will not be eligible for return. Please do not send your purchase back to us until we have authorized the return in writing. To be eligible for a return, we need a receipt or proof of purchase. Please contact us at sales@wallkeebike.com

Once your return is received and inspected, we will send an email to let you know that we have received your returned item. We will also let you know of the approval or rejection of your refund. If you are approved, then your refund, exchange, or store credit will be processed.

For refunds, a credit will automatically be applied to your credit card or original method of payment within a reasonable number of days.

When returning items for non-quality issues, the buyer assumes responsibility for any damage or loss incurred in transit. Wallke does not provide refunds for items damaged in transit for non-quality-related warranty claims.

Orders Flagged as Fraud

If your order is flagged by our system as a high risk of fraud, we reserve the right to refuse to fulfill and refund your order. If you feel that a refund was made by mistake, please contact us.

Wallke E-bike Warranty

Every Wallke E-bike is covered under our manufacturer's one-year all-inclusive warranty for the original owner against all manufacturing defects. Warranty parts will only be shipped within the continental United States or Canada. If you purchased a bike and had it then shipped to another country, parts will only be sent to the country in which the bike was originally sent. 

Note: The warranty applies only to original owners and is not transferable.

WHAT ABOUT WARRANTY ON Wallke?

Parts covered by the warranty:

Frame, front forks, stem, handlebars, headset, seat post, saddle, brakes (excluding brake pads), lights, bottom bracket, crankset, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, battery, motor, throttle, controller, wiring harness, LCD display (excluding damage due to water), kickstand and hardware. 

The warranty does not cover:

• Unauthorized modification to the product.
• Water damage or an improper assembly or negligent use, operation, maintenance contrary to the maintenance instructions of the product. 
• Consumables or normal wear and tear parts (tires, tubes, brake pads, cables and housing, grips, chain, spokes). 
• Defects inherent to the normal useful life or service life of the product, such as a flat battery that can be replaced by the consumer.
• Damages or defects due to accidents.
• Scratches, dents and cosmetic damage caused by human factors, unless caused by Wallke or shipping damage.

Wallke Extended Warranties

Wallke Extended Warranties covers any electrical parts including motor, battery, controller and sensor.  

Shipping Damage Claims

IMMEDIATELY inspect your product(s) for damage. Shipping damage must be reported to Wallke Ebikes within 7 days of shipment arrival. We will not accept Shipping Damage Claims later than 7 days from receipt of products.

Liability Disclaimer

You are responsible for your own actions while using an electric bike. Wallke Ebike is not responsible/nor liable for any accidents or injuries (whether caused by you or others) that may occur during your use. We recommend contacting your insurance provider to determine if your current insurance policy would cover you in the event of an accident.

Credit Card Chargebacks

If for any reason a credit card chargeback of any amount is an issue on an order and the customer is still in possession of the product(s) within said order, the warranty will be paused until the chargeback is resolved.

What Will We Do to Correct Problems with Your Bike?

If a part is deemed to be defective or damaged without user error we will issue a replacement part, please contact us immediately after shipment arrival. We will help you to replace any defective parts. We will replace any parts believed to have been damaged during shipping.

If the warranty is void for any reason the customer shall bear any repair or replacement costs resulting from vehicle misuse, negligence, or abuse.

Please note that for warranty issues, the customer is responsible for the cost of labor to install warrantied components. 

What do you need to do?

Step 1 -   If your question has to do with your order, please include your order number. Contact Wallke Customer Care team by clicking here.

Step 2 - Visible proof depicting the defect is required. Please attach any relevant videos or photos showing your issue so the specialists can best assist you. 

Step 3 - Whatever you need, we’re here to help. Just get in touch, and we’ll try our best to respond within 24 hours.

Note: Wallke will not replace any part without first inspecting photos or videos of the damaged part.

R-E-S-P-E-C-T Find Out What It Means to Us

We pride ourselves on being nothing but respectful, kind, patient, friendly, and all other pleasant terms that could fit in the mix, and it is critical that those things are returned to our team by customers. We understand that often when you call/email customer support it is because something may have gone wrong or there is an issue (which is the worst!). We also understand that oftentimes these potential issues cause frustration and even sometimes anger, but we will NOT tolerate rude/vulgar language towards our staff. We will offer a warning if this occurs, after that, we do reserve the right to refuse service, terminate accounts, issue refunds, void warranties, or cancel orders at our sole discretion. If this decision is made it is final and cannot be undone.