Store Policy

Shipping policy

At wheelly.store, we are committed to providing our customers with a seamless and hassle-free shopping experience. To ensure that your order arrives in a timely and secure manner, we have partnered with leading global carriers, including USPS, FedEx, UPS, and DHL, for reliable delivery across the USA, UK, Canada, and France.

1. Processing Time
• Orders are typically processed within 1–2 business days after payment is received.
• Tracking information may take extra time to update, depending on the carrier.
• Orders are not processed on Saturdays, Sundays, or public holidays.

2. Delivery Time
•We ship orders from our local warehouses in the United States, the United Kingdom, Canada, and France.
• Once your order has shipped, you will receive a shipping confirmation email with your tracking number.

3. Change of Delivery Address
• NO FEE is charged for changing your shipping address before a tracking number is generated.
• After the order has shipped, we are unable to modify the destination address.

4. Order Tracking
•Registered Users: Track your order status directly in your wheelly.store account.
• Guest Checkout: Track your package on our tracking page using your Order ID and email.

5. Order Cancellation
• If you cancel before the order ships, we will issue a full refund with no fees.

• Once the product has been dispatched, our standard return policy applies.

6. Shipping Details & Rates We offer FREE SHIPPING on all electric wheelchairs within our core service regions:
• USA (Continental): 1-2 days handling | 2-5 days transit
• UK (Mainland): 1-2 days handling | 2-5 days transit
• Canada: 1-2 days handling | 3-7 days transit
• France: 1-2 days handling | 2-5 days transit

7. Remote Area Notice Orders shipped to remote regions (e.g., Alaska, Hawaii, Northern Canada, or French Overseas Territories) may require additional transit time and incur a carrier-assessed surcharge. These fees are determined by the carrier, not by Wheelly.store

8. Contact Us For shipping assistance,
Please contact: service@wheelly.store

Warranty Policy

Wheelly.store ensures that all of our products are manufactured and assembled using standard materials and processes. This limited warranty applies to products purchased directly from wheelly.store. We reserve the right to determine the scope and availability of the warranty at our sole discretion based on specific circumstances.

What does this limited warranty cover?
This warranty covers all defects in materials or workmanship on all Wheelly products under this warranty.

What measures are being taken to address problems? Upon confirmation of a product problem, we may replace parts, exchange the product, or issue a partial or full refund (if the replacement product is not in stock). If wheelly.store requests the return of a defective or damaged product, we will cover the shipping costs for the replacement or return.

How long does the warranty and customer service last?
Wheelly products are covered by a 1–5 year warranty and lifetime customer service. Warranty terms vary by product and take effect upon receipt of the item. Specific warranty details can be found in the product description or user manual. For detailed information on returns within the warranty period, please refer to the wheelly.store Return Policy.

What is required for the warranty service?
To request warranty service, please contact service@wheelly.store. Once our team confirms the need for service, we may prompt you for further information or provide alternative solutions. Please ensure any returned products are properly packaged in their original packaging.

The following situations are NOT covered by the Wheelly warranty:
• Loss or Theft: No entitlement to warranty services in the event of loss or theft.
• Normal Wear & Tear: Natural wear of tyres and batteries, or scratches caused by frequent use.
• Improper Use: Damage from incorrect assembly, storage not complying with instructions, or user error.
• Neglect: Damage caused by neglecting necessary maintenance over time.
• Environmental Factors: Damage from commercial use, accidents, adverse weather, natural disasters, or extreme heat/humidity.

Please note: Warranty services are non-transferable. The service can only be claimed by the original purchaser and cannot be transferred to others.

Refund Policy

At wheelly.store, we are dedicated to providing high-quality mobility products and exceptional service. If for any reason you are not completely satisfied, we offer a Free 30-Day Return Policy. This means you have 30 days from the date of receiving your product to request a return. Requests submitted after 30 days will not be accepted.

1. Eligibility for Returns & Refunds
• Defective Products: Eligible if the product is damaged, defective, or has quality issues.
• Incorrect Product: If you received an item different from your order, we will arrange a free return or exchange.

2. Timeframe for Returns You must notify us of your intention to return a product within 30 days of receipt.

3. Return Process To initiate a return, contact us at: service@wheelly.store. Please include:
• Your order number • Reason for return
• Photos or videos of the issue (if applicable).
Our team will provide the return address and a prepaid shipping label if applicable.

4. Conditions for Returns
• Products must be returned in original condition, including all accessories, manuals, and packaging.
• For safety and hygiene, products must not show signs of abnormal wear or misuse.
• We reserve the right to decline returns that do not meet these conditions.

5. Refund Process
• Once inspected, refunds are processed within 1–2 business days. • Funds are issued to the original payment method.
• Depending on your bank, it may take 7–15 business days to appear in your account.

6. Order Cancellation
• If the order hasn't shipped, you receive a full refund.
• If already shipped, the request follows the standard return process.

7. Return Charges
• Issues caused by Wheelly (wrong/defective item): We cover 100% of shipping; you receive a full refund.
• Customer-initiated returns (personal preference, wrong model ordered): Customer is responsible for round-trip shipping costs, even if the order originally had "free shipping."
• No additional handling fees are charged.

8. Exchanges Exchanges due to product defects are free. Exchanges due to personal preference may require the customer to pay shipping costs.

9. Return Warehouse Address (USA) 1979 W Renaissance Pkwy, Rialto, CA 92376, United States (Note: Please contact support for instructions before shipping to our international warehouses in the UK, Canada, or France).

10. Contact Us Email: service@wheelly.store

Payment Methods

Payment Options

At wheelly.store, we prioritise your security and convenience. We accept the following payment methods for secure online transactions:

1. PayPal You can connect your PayPal account, credit card, debit card, or bank account to PayPal to purchase our products. After submitting your order, you will be redirected to the secure PayPal gateway to complete the transaction.

2. Credit Card via PayPal You can pay directly with your credit or debit card through the PayPal portal, even if you do not have a PayPal account.

Supported cards include:
• Visa
• MasterCard
• American Express
• Discover

3. Other Payment Options If you prefer to pay by alternative methods such as Bank Transfer (Wire) or Money Order, please contact our customer service team directly for instructions and processing.