Return & Refund Policy

We hope you can have a pleasant purchase. If you have any dissatisfaction about any part during the process, please read the following carefully to understand our return policy in case of your return can be successful.

 

Guidelines for a Return

  1. If you haven't received the shipping notification, you can cancel or modify this order by contacting our customer service by email. Our customer service will help you cancel or modify the order within 24H after receiving your email. 
  2. If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return it for a refund. 
  3. Do not return or drop off the parcel by yourself through the sender's address. Any product returned without acceptance will not be refunded.
  4. Please email us within 14 days of receiving your Glewel delivery if you warrant a return.
  5. Please state the issue you are facing in the email.
  6. Please wait for a reply from our lovely Glewel team, typically within 24 hours.
  7. Meanwhile, please store the Glewel Delivery box in a cool and dry place to prevent it from getting damaged.
  8. Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an Glewel.
  9. Read the "Acceptable Conditions for a Return"

 

Acceptable Conditions for a Return

  • Within 14 days of receiving your Glewelbike
  • The bike must be unused, free of dirt, dust, and other fragrances, and in the same packaging and condition as you have received it. 
  • Customers are responsible for the cost of the return/exchange if 
  1. Customer dislikes the product and returns it;
  2. Other personal reasons like "wrong size", "don't fit", "no longer needed/wanted", etc.
  3. For the return of personal reasons, the shipping fee is borne by the customer and will be deducted from the refund total. 
  • Glewelwill bear all the cost of the return/exchange, including the shipping fee if 
    • There is any major defect found with proof of evidence;
    • Either sent in the form of an image or video through your email to us.
  • Our warranty policy will be in effect upon the receipt of the goods. If any minor defective, we will send the parts to customers for free, and freight is borne by Glewel.We will bear the repair cost if the bike is repaired by a local shop. 
  • Please check our warranty.

 

Lost Parcel

Glewel is responsible for your order delivery. A delivery exception is when a package is temporarily stalled in transit for an unforeseen reason. Even with the most reliable eCommerce order tracking, a lot can happen to a package while it's in transit. If the tracking info is not updated for more than 3 days or even longer. Please kindly be patient and wait for the delivery. Glewel will always check and push for you. If you don't receive your order within 3 weeks after receiving your shipping confirmation email, then the parcel is considered lost during the transition. Glewel will bear the loss and offer you a full refund. You can reject the parcel if the parcel is finally showing up. Glewel ensures that the customer experience is always a priority.

 

WARRANTY COVERAGE

Accessories

Warranty Period

Notes

Electronic Accessories

Motor

2 years

The following 

conditions are not 

coverd by the 

warranty:       

1. water damage 

of the battery, 

motor and 

controller. 

2. Manmade 

damage,

selfmodification, 

collision damage 

of spare parts, etc.         

3.Tire puncture by 

sharp objects.

Controller

2 years

Battery

2 years

Charger

1 year

LCD Screen

6 months

Switch

6 months

Front light

3 months

Basic Accessories

Frame

2 years

Front Fork

1 year

Handlebar

1 year

Crank

6 months

Throttle

6 months

Pedal

6 months

Fly Wheel

6 months

Thumb Shifter

6 months

Rear Derailleur

6 months

Brake Disc

3 months

Tire

3 months

 

 

Exceptions

The warranty will be automatically expired if any unauthorized modification occurs. During the service ordering process, you must notify us of any unauthorized modifications or any repairs or replacements not performed by Yamee/Glewel that have been made to your product. We will not be responsible for any damage to the product that occurs during the repair process that is a result of any unauthorized modifications or repairs, or replacements not performed by Glewel. 

The warranty will NOT cover the problems caused by any of the following causes. 

  1. Any misuse of the product, such as using the bike for commercial/rental uses, playing, dangerous acts, etc., riding the bike on the abnormal road conditions
  2. Any unauthorized modification to the product, such as disassembling the bike without direction by Glewel, faulty installation, repair, or maintenance by anyone other than Glewel,
  3. The product has been in any accidents, such as traffic accidents.
  4. The product has been in an extreme environment (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuation or surges of electrical power, lightning, static electricity, fire, acts of God or other external causes. 
  5. Anti-rust layer damage caused by misuse (the damage of the anti-rust layer can lead to the corrosion and fracture of the parts)

 

HOW TO CONTACT 

For any return or refund, please contact us at info@glewel.com with the following information:

  1. Platform of the purchase, such as Amazon, Brand Store, etc. (If purchased on Amazon, Please also include the seller's name on your order)
  2. Order number/ID
  3. The email and shipping address you used when you placed an order
  4. Pictures/Short videos of the problems and a brief description of the problems

 

HOW WILL WE RESPOND

  1. Please wait for a reply from our lovely Glewelteam, typically within 24 hours.
  2. Meanwhile, please store the GlewelDelivery box in a cool and dry place to prevent it from getting damaged.
  3. Once approved, a mailing address and instructions will be sent through email to the inbox you ordered an Glewel.
  4. We will arrange the exchange within 3 business days. The refund will be made within 2 business days to the customer's original payment method.

 

REFUND DURATION

Refunds to credit/debit cards usually take 2-5 business days. However, it can take up to 30 days, depending on the card company involved. If you have paid with a PayPal balance, the money is refunded to your PayPal balance. Please contact Paypal or your credit/debit card bank for more info about the return payment.