Return & Refund Policy

At GLEWEL, we want every customer to feel confident when purchasing from us. If you need to cancel, return, exchange, or request a refund for your order, please read the policy below carefully.

This policy applies only to products purchased directly from our official website: www.glewel.com.
For products purchased from a third-party platform, marketplace, dealer, or retail store, please contact the original seller directly.

By placing an order on our website, you agree to the following Return & Refund Policy.

1. Return Period

Customers may request a return within 14 days from the date of delivery, based on the courier tracking record.

To be eligible for a return, the product must be:

  • Unused and in the same condition as received;
  • Returned with all original accessories, manuals, chargers, keys, labels, and packaging;
  • Packed securely in the original carton or equivalent protective packaging;
  • Accompanied by proof of purchase.

Returns sent without prior approval from GLEWEL will not be accepted.

To start a return request, please contact us at:

info@glewel.com

2. Order Cancellation

Before Shipment

Once an order is placed, our system will begin processing it as soon as possible. If you wish to cancel your order, please contact us immediately at info@glewel.com.

We will do our best to intercept the order before shipment. However, cancellation cannot be guaranteed once warehouse processing has started.

If the order has not yet been shipped, we will cancel the order and issue a refund through the original payment method.

After Shipment

Once the order has been shipped or a tracking number has been issued, cancellation is usually no longer possible.

If you no longer wish to receive the product after shipment, you may request a return after delivery. For returns not related to product quality, the customer is responsible for the return shipping cost, and a restocking fee may apply.

3. Order Modification

Before Shipment

If you need to modify your order, such as changing the model, color, or delivery information, please contact us as soon as possible at info@glewel.com.

We will try our best to assist before the order is shipped. However, changes cannot be guaranteed once the order has entered warehouse processing.

After Shipment

Once the order has been shipped, order modifications are no longer possible.

4. Returns for Non-Quality Reasons

If the return is due to non-quality reasons, including but not limited to:

  • Change of mind;
  • Wrong item ordered by the customer;
  • No longer needing the product;
  • Personal preference;
  • Refusal of delivery without a confirmed product quality issue;

the customer will be responsible for a EUR 300 return shipping fee and a 10% restocking fee.

The EUR 300 return shipping fee covers the cost of arranging return transportation for large-sized e-bike products. The 10% restocking fee covers inspection, repackaging, cleaning, warehouse handling, and restocking costs.

These fees will be deducted from the refundable amount after the returned product has been received and inspected.

The product must be returned within 14 days from the date of delivery, unused, complete, and in its original packaging. If the product is returned with missing parts, signs of use, damage, scratches, dirt, unauthorized modification, or damaged packaging, GLEWEL reserves the right to deduct additional reasonable costs from the refund or refuse the return.

5. Defective, Damaged, or Incorrect Products

If the product you receive has a manufacturing defect, shipping damage, missing major parts, or is not the item you ordered, please contact us within 7 days of delivery at info@glewel.com.

Please include the following information:

  • Your order number;
  • A clear description of the issue;
  • Photos and/or videos showing the problem;
  • Photos of the outer carton and shipping label, if the issue is related to shipping damage.

After reviewing the case, GLEWEL may provide one or more of the following solutions:

  • Replacement parts;
  • Technical support;
  • Repair guidance;
  • Exchange;
  • Return and refund, where applicable.

For confirmed quality issues or shipping damage, GLEWEL will cover the reasonable shipping or service costs required to resolve the issue.

Minor damage to the outer packaging that does not affect the product’s function is not considered a product defect.

6. Product Condition Requirements

Returned products must be in new, unused condition and include all original items, including but not limited to:

  • E-bike;
  • Battery;
  • Charger;
  • Keys;
  • Display and control components;
  • Accessories;
  • User manual;
  • Original packaging.

Please keep the original carton and packaging materials for at least 14 days after delivery in case a return or after-sales service is needed.

If the product is returned with missing parts, damaged packaging, signs of use, scratches, dirt, damage, or unauthorized modification, GLEWEL reserves the right to deduct reasonable costs from the refund or refuse the return.

7. Non-Returnable Items

The following items are non-returnable and non-refundable unless there is a confirmed quality issue:

  • Products not purchased from www.glewel.com;
  • Used products;
  • Products damaged by the customer;
  • Products with unauthorized modification or repair;
  • Clearance items, special offers, gifts, or free items;
  • Gift cards;
  • Accessories or spare parts that have been opened, installed, used, or damaged;
  • Batteries, controllers, chargers, helmets, protective gear, and other functional or safety-related accessories once used or installed.

This does not affect your statutory rights in the case of defective goods.

8. Return Shipping

For returns caused by the customer, the customer is responsible for the return shipping cost.

For returns caused by GLEWEL, such as confirmed product defects, shipping damage, or incorrect items, GLEWEL will be responsible for the necessary return shipping cost.

Customers must use a trackable shipping method when returning products. GLEWEL is not responsible for lost or damaged packages returned without prior approval or without valid tracking information.

9. Return Process

To return a product, please follow the steps below:

  1. Contact GLEWEL at info@glewel.com and explain the reason for the return.
  2. Provide your order number, photos, videos, and any other relevant information.
  3. Wait for return approval and return instructions from our customer service team.
  4. Pack the product securely in its original packaging.
  5. Ship the product to the return address provided by GLEWEL.
  6. Send the return tracking number to info@glewel.com.
  7. After we receive and inspect the returned product, we will confirm the refund amount.

Returns sent without prior approval will not be accepted.

10. Refunds

Once the returned product has been received and inspected, we will notify you of the refund status.

If the refund is approved, it will be processed through the original payment method within 3–5 business days.

Please note that banks, credit card companies, and payment providers may require additional processing time before the refund appears in your account.

For returns not related to product quality, a EUR 300 return shipping fee and a 10% restocking fee will be deducted from the refund amount.

For confirmed product defects, shipping damage, or incorrect items caused by GLEWEL, the customer will not be responsible for the necessary return shipping cost.

11. Exchanges

If you wish to exchange a product, please contact us at info@glewel.com within 14 days of delivery.

Exchanges are subject to product availability and return approval. The product must be unused, complete, and returned in its original packaging.

If the exchange is not related to a product quality issue, the customer may be responsible for return shipping and any price difference.

12. Important Notes

  • Items returned without authorization will not be accepted.
  • Please do not return products to any address without confirmation from GLEWEL.
  • Please keep the original packaging for at least 14 days after delivery.
  • Minor scratches, normal wear, or damage caused by misuse, improper assembly, accidents, excessive use, or unauthorized modifications are not covered by the free return or refund policy.
  • Wear-and-tear parts are not eligible for free replacement or refund after normal use, unless there is a confirmed manufacturing defect.

For any return, refund, exchange, or after-sales request, please contact:

info@glewel.com