We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@bodywel.com. Please note that returns will need to be sent to the following address: [FIAT/RM20 RIKR3 7ETUEN MUN INDUSTRIAL CENTRE NO.2 SAN PING CIRCUIT, TUEN MUNNT, 999077, Hong Kong] 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@bodywel.com.

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

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@bodywel.com.

How can I receive a refund
1. To initiate a return or exchange, please contact our customer service team at support@bodywel.com with your order number and the reason for the return or exchange.
2. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Once we receive the returned item(s), we will inspect them and issue a refund or exchange, as requested.

Return procedure
1. Provide your order number and payment receipt for the purchase made on the Bodywel official website.
2. Send pictures or videos of the undamaged product to the Bodywel official email at support@bodywel.com for our confirmation of eligibility.

Non-returnable items
Items that are not eligible for return include but are not limited to:
1. Models and all accessories not sold on the Bodywel official website.
2. Man-made damage, or damage caused by improper use.
3. Used Bodywel ebikes purchased from our official website.
4. Gifts or complimentary items.
5. All accessories, including fender, helmet, controller, lock, phone holder, brake, chain, battery, etc. (If you plan to purchase accessories directly from Bodywel, please ensure they are the ones you need before purchasing).
6. It is inevitable that slight scratches on the paint surface will occur during the express transportation of large items such as e-bikes. Bodywel does not accept slight scratches on the paint surface as a reason for return.

Return Charge
1. If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
2. If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight.
No restocking fee to be charged to the consumers for the return of a product.

Refunds
1. We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. Firstly, you will receive a refund notification email indicating that we have approved and submitted your refund request. The refund will be processed through the original payment method used for your order, Please remember the exact date of the refund being credited to your account depends on your bank or credit card company and it usually takes around 7-10 business days for the refund.
2. If more than 15 business days have passed since we’ve approved your return, please contact us at support@bodywel.com.

Quality issue
1. Quality issue: Accept a full refund or partial refund after Bodywel technicians agree and confirm that the issue cannot be repaired. Slight scratches on the paint surface are not quality problems!
2. Receiving wrong goods: Free replacement or negotiation for resolution.
3. Damage or missing accessories: Free to send accesories or negotiation for resolution.
4. The package cannot be delivered or missing: Provide relevant proof for free reissuance or full refund.
5. Customer cancels order before shipment: Accept full refund.
6. Customer cancels order during transit: Customer should refuse to accept the package and bear a return fee of £200 per e-bike, including shipping costs. The refund will be processed after the warehouse receives the goods, with a deduction of £200.
7. About price difference refunds: From the time of ordering, Partial refund of the different price available within 7 days; Not acceptable over 7 days; Bodywel reserves the right to organize any promotion events.
8. Change of delivery address: Change possible before shipment, not possible after shipment.
9. Customer refuses to accept the package: Customer should bear a return fee of £200 per e-bike, including shipping costs, and pay extra £200 for resend.

Quality issues refund
1. Within 30 days: Free exchange for serious defective goods. If a return is required, there will be a deduction of £100 for return shipping costs.
2. Over 30 days: Return is not accepted. Necessary accessories support and video replacement instructions will be provided.
3. In a special circumstance requiring help at a repair store, compensation of up to £10~£50 is accepted (need the receipt or invoice from repair store). Before any repairs, it is necessary to send videos or photos demonstrating the issue of the e-bike.

Non-quality issues return
The e-bike must be unused, free of dirt and dust, and in its original undamaged packaging, with all labels intact (including all original accessories such as charger, keys, etc., in their original packaging). You will also need the receipt or proof of purchase. If the product does not meet these conditions, Bodywel reserves the right to refuse any return or exchange. Upon receipt of the return package, after inspection by our staff and confirming the condition, the refund will be processed with a deduction of £200 for the return fee and shipping costs. If there are damaged components, an additional deduction will be made for repairing. Customer should purchase or arrange for a box if they lost the original pacakaging. Bodywel will not bear the cost of packaging.

Quality issues determination
1. Motor quality issue: Customer should provide a video showing the motor quality problem. The determination of whether an issue exists is subject to the judgment of Bodywel engineers and does not accept subjective descriptions by customers, including but not limited to difficulties riding uphill.
2. Battery quality issue: Customer should provide a video, pictures, and relevant tests showing the battery quality problem. The determination of whether an issue exists is subject to the judgment of Bodywel engineers and does not accept subjective descriptions by customers, including but not limited to not achieving a riding range of 50-70 km. Factors affecting range include weight, uphill climbs, weather, gear selection, payload, etc. The official website’s description of the range is based on testing under ideal conditions on flat terrain, and the range is provided for reference only.

Return Note
1. If returning an e-bike or battery using Bodywel’s provided return label, it will take five business days to assess the condition of the received item. A refund will be processed within 1-2 business days after we have confirmed that the item matches the buyer’s description. Please note that it takes for the refund to be credited to your account depends on your card issuer and typically takes 7-15 days.
2. If you choose to return the item on your own, please provide us with a photo of the delivery receipt, tracking number, and carrier name. Once the package has been received, we will take five working days to verify whether it corresponds to the buyer’s description. The refund will be processed within 1-2 working days after confirmation.
Please note that if the e-bike or battery returned does not match the order details, Bodywel will not issue a refund.
3. If the returned e-bike or battery fails to match the pre-return description, Bodywel will deduct a certain percentage of the refund amount. The specific deduction percentage will be reasonably determined by Bodywel based on the extent of parts loss.