Order Cancellation
To cancel an order, please contact us at support@aiwheelz.com before the order ships out. We will do our best to process your cancellation request; however, cancellation success is not guaranteed until confirmed. You will receive an email confirmation if the order is successfully canceled.
If your order has already shipped, we will be unable to cancel it. Please wait for delivery and contact us for a return label within 15 days of receiving the product. Rejecting a shipped order or failing to follow the return procedure may lead to item loss in transit or rejection by our warehouse, which could result in ineligibility for a refund or replacement.
After receiving your return package and confirming that the package is complete, unused, and in good condition, a $100 restocking fee (per bike unit) will be deducted from the final refund.
Returns
Customers may submit a return request within 15 days of delivery by emailing us at support@aiwheelz.com. Return requests submitted after 15 days from the delivery date will not be approved.
To return an e-bike that is not defective or damaged, you must contact AIWHEELZ within 15 days of receipt. A restocking fee will be charged. For unused bikes, a $100 restocking fee will be deducted from the final refund. For used bikes, 20% of the total order amount will be deducted from the final refund. The e-bike must be free of any wear and tear, dirt, dust, fragrance, or other signs of use, and must be in the original packaging and condition in which you received it. All items originally included in the box (charger, pedals, bell, front & rear reflectors, headlight, user manual, quick start guide, etc.) must be returned.
Customers must receive prior authorization and a prepaid return shipping label from AIWHEELZ. While returning with the original packaging is preferred, other boxes will be accepted.
Return Process
To initiate a return, email us at support@aiwheelz.com with “[RETURN REQUEST]” and your order number in the subject line for faster processing. Please use the shipping label provided during the return merchandise authorization process for all approved returns.
Pre-Orders, Backorders, and Cancellations
For all pre-orders and backorders, your credit/debit card will be charged immediately upon placing the order, regardless of when the item is expected to ship. Payment collection will not be delayed.
Accessory and Replacement Parts
Purchases of accessories or receipt of a replacement part under the Limited Warranty are eligible for return within 30 days of receipt. Returned accessories and replacement parts must be unused, free of wear and tear, dirt, dust, fragrance, or other signs of use, and must be sealed and unopened in the original packaging and condition in which they were received. Customers are responsible for paying for shipping both ways.
Non-returnable/Non-refundable Items
Batteries, gift cards, and gifted orders are non-returnable except in extreme cases of breakage/malfunction covered by our warranty. These cases must receive approval from AIWHEELZ for return. “Built and Delivered” fees are non-refundable.
Refunds
Refunds will be processed after the e-bike is returned and inspected by our warehouse.
Non-returnable items include, but are not limited to:
Products from unauthorized resellers/individuals
Damaged items caused by human factors
Gift cards
Refunds will be issued to the original payment method within 5 business days of processing.
Important Note
Please DO NOT ship back any items before receiving return approval from us. Contact us through the email address or phone number provided to start a return.
