Returns and Exchanges
We understand you might have hesitations about the remote nature of online shopping. We are constantly striving to provide our valued customers with 100% satisfaction. If you are unhappy with your purchase, please contact us right away and we will do everything we can to work with you. Returns and exchanges can only be made within 15 days of receiving the item, below is a list of non-returnable items.
We are always happy to work with our customers to make returns as easy as possible while still being able to stay in business. Please understand that the value of bikes and scooters decreases immediately when they hit the pavement. We'd prefer you spend more time talking to us about choosing the best bike for you! Don't be shy, we're happy to help!
We do not accept returns on the following items: UScooter Electric Scooters, Bionx Conversion Kits, batteries, chargers, spare parts, replacement parts, items found in the "Clearance" section, custom ordered Bromptons, custom built electric motor kits, anything which has been installed on a bicycle, anything that is special ordered and anything that is damaged by the user (including accidents).
If you're returning the item unused/uninstalled because you decided you don't want it, we'll refund you product price minus the following fees (see fine print section for further details):
- Shipping charges from your order and return shipping costs.
- Any fees necessary to cover damage/scratches to the bike from shipping.
- A 25% restocking fee will apply to any electric bicycle/scooter, a 15% restocking fee for any folding bikes, and 20% restocking fee for kick scooters. This is in addition to any above charges.
If you've already ridden the bicycle or you don't have the packing material, all of the above apply with the addition of:
- Fees to clean bike and make like new and asses any discount we may need to apply in order to sell as a used product. This will be assessed upon return of the product.
Exchanges will be subject to the same shipping and damage fees as straight returns. However, we will not charge restocking fees on an exchange for an item of higher value. Please contact us if you'd like to do an exchange. Please do not continue to use the product if you intend to do an exchange.
How to initiate a return:
Simply call our Customer Service staff at (212) 737-3078 or send us an e-mail.
We will issue you a Return Merchandise Authorization (RMA) number, which needs to be written on the box that is being returned. If you would like to exchange the item, we will issue you a full store credit for the product purchase price and bill or credit your account the difference upon verifying your original return and ship out the exchange by your preferred shipping method.
What does "Actual delivery and return shipping costs" mean? - We often discount or waive our shipping costs to make purchasing a product easier. In the event of a return, you'll be responsible for the actual costs billed to us by the freight carrier.
What is a "Restocking fee?" - This is a fee which relates to the time spent processing your order, tuning/testing/packaging the order, receiving and checking the product, and processing it back into our inventory. Every bike ordered from NYCeWheels is fine tuned and assembled as much as it can possibly be to fit in the box, these tune ups are time invested into making your product perform at its best, and more importantly make it safe to ride.