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MyEWheel

Shipping & Returns

Every order leaves our warehouse insured, tracked and packed by people who ride. Here is exactly what happens between checkout and your first ride — and how returns work if you change your mind.

Shipping

Where we ship

We deliver to all 27 EU countries, plus the United Kingdom, Switzerland, Norway and Serbia. For EU deliveries the price you see is the price you pay — one euro price including VAT, whichever member state you order from (we account for local VAT under the EU One-Stop-Shop scheme). If your country is not offered at checkout, we cannot ship there yet — ask us and we will tell you if that is about to change.

What delivery costs

  • Free shipping on orders of €300 or more — which covers every wheel and scooter we sell.
  • Below €300 the fee depends on weight and destination and is shown at checkout before you pay. Small parts and accessories start at €6.90.
  • Some islands and remote areas carry a fixed carrier surcharge that applies regardless of order value — if it applies to your address, checkout shows it before payment.
  • Orders over 100 kg in total are quoted individually — contact us for a freight price.

Promotional codes may include free shipping; an applied code waives the fee even below the €300 threshold.

Dispatch & delivery times

In-stock orders placed on a business day before 15:00 (EET) are dispatched the same day; all others within 1–2 business days. Typical delivery across the EU is 2–5 business days with DHL. Oversized orders may travel with a specialist carrier or on a pallet and can take slightly longer. Transit estimates are indicative, not guaranteed.

If you pay by bank transfer, we reserve your items for 4 days and dispatch as soon as your payment arrives.

Tracking

As soon as your parcel is booked with the carrier you receive the tracking number by email. It is also shown on your order page in your account, linked straight to the carrier's live tracking.

Pre-orders

Pre-ordered items are secured with a deposit and dispatched as soon as stock arrives — we email you a payment link for the balance before shipment. A cart mixing in-stock and pre-order items ships together once everything is available. Full details are in our Pre-order Terms.

Deliveries outside the EU (UK, Switzerland, Norway, Serbia)

Orders to the United Kingdom, Switzerland, Norway and Serbia are exports, sold DAP — Delivered At Place. Checkout prices exclude VAT (charged at 0% as export), and import VAT, customs duties and clearance fees are not included. The carrier or your customs authority bills these before or on delivery, and they are your responsibility as the recipient. If a parcel is refused or import charges are left unpaid, the cost of returning or disposing of it may be deducted from any refund.

Damaged in transit?

Every shipment is insured. Inspect the packaging when you sign for it and note any visible damage with the courier. Then write to help@myewheel.com within 48 hours with photos of the box and the item. We handle the carrier claim from there — you will not be left arguing with an insurance department.

Returns

Your 14-day right of withdrawal

If you are a consumer in the EU, you may withdraw from your purchase within 14 days of receiving the goods, without giving any reason. For orders delivered in several parcels, the period runs from the day the last item arrives. To meet the deadline it is enough to send us your withdrawal notice before the 14 days expire.

How to return

  1. Tell us. Email help@myewheel.com or use the contact form. Any clear statement works; the model form below is optional. Include your order number.
  2. We reply with return instructions. Returns go to our service centre:
    MyEWheel LTD — attn. Luchezar Velkov
    Property 200, Bahchaluka District
    Dolni Voden 4250, Asenovgrad, Bulgaria
    +359 878 77 57 70
  3. Pack the item securely — ideally in its original packaging, with all accessories, chargers and documentation.
  4. Ship it within 14 days of your notice.

Important — batteries. Electric unicycles and scooters contain large lithium-ion batteries, which are classed as dangerous goods for transport. Do not hand a wheel to just any courier — most will refuse the parcel or fine the shipment. Contact us first: we will tell you which carrier and service to use, or arrange a compliant collection at your cost.

Your refund

We refund your payment, including any standard delivery charge you paid, within 14 days of your withdrawal — to the same payment method you used. We may hold the refund until the goods are back with us, or until you provide proof of sending them, whichever comes first.

The cost of getting the goods back to us is yours, and it is deducted from the refund where we carry it for you:

  • If we arrange the return collection — required for anything with a lithium battery, see above — the actual carriage cost is deducted from your refund.
  • If you ship the return yourself with a carrier we approve, you pay that carrier directly.
  • If you chose a delivery option more expensive than our standard offer, we refund delivery only up to the standard cost.

You may unbox and inspect the item exactly as you would in a shop. If it shows handling beyond that — riding outdoors, wear, scratches, installed accessories — we may deduct the corresponding loss in value from the refund.

What cannot be returned

  • Items made or configured to your personal specification.
  • Sealed goods that cannot be returned for health or hygiene reasons once unsealed.
  • Used wheels bought on the EUC Marketplace — those are contracts between you and a private seller, and this policy does not apply to them.

Received a faulty or wrong item?

That is not a withdrawal — that is on us. Open a service ticket or email help@myewheel.com with photos and your order number. We will repair, replace or refund under your legal guarantee and cover the return carriage. See our Warranty Policy for details.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: MyEWheel LTD, 11 Solunska Str., 4230 Asenovgrad, Bulgaria — help@myewheel.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

— Ordered on (*) / received on (*): __________

— Order number: __________

— Name of consumer(s): __________

— Address of consumer(s): __________

— Signature of consumer(s) (only if this form is notified on paper): __________

— Date: __________

(*) Delete as appropriate.

Questions?

Write to help@myewheel.com or call +359 878 77 38 22. French-speaking customers can reach our French line at 06 12 07 70 53.