Returns & Exchange
Smart Wheel Canada accept return of products purchased in store or online that are defective due to defects in manufacturing and/or workmanship. Fulfillment mistakes which result in the shipment of incorrect products to our customers will also be accepted for return.
We also gladly accept returns on unused products if you just change your mind or just don't want it, subject to below procedure and shipping costs as applicable. (If product is shipped via courier service and returned by customer in-store or via their own courier, there will be one way shipping fee deduction upon return. If return shipping is arranged by Smart Wheel, two way shipping cost deduction will apply).
Refund or Exchange Procedure:
Return or exchange is accepted on most items* by providing original receipt (invoice) and reason for return or exchange within 15 days* from the purchase date, All refunds or exchanges must be in original manufacturer packaging and in acceptable condition of use (all manuals, accessories, gifts with purchase must be included). Refunds or exchanges may be subject to restocking fee of 15% - 30% as determined by the store management for any damaged or missing items or based on condition of use. | *Some conditions and exclusions apply: Due to nature of all electric & non-electric mobility equipment including Self-Balancing Equipment, Scooters, Smart Hoverboards, return or exchange are only accepted provided items are not used, assembled, opened, or altered from its original state or otherwise items would subject to restocking fee as above. We encourage all customers to test and try all electric scooter products prior to purchase.
COVID-19 Update: During this temporary emergency period our ability to process refund is limited. If you are expecting a refund there may be delays up to 7 to 15 days. Once refund is processed, allow 3 to 5 business days for fund to transfer to original payment method. There is no affect on exchange or credits, we can process as normal. If products are opened, used or missing packaging we are unable to accept returns for such products at this time. We may be able to offer exchange or store credits only please contact for details.
- Online Orders: All Online Orders also qualify for the above 15 days Return / Exchange policy from the date of delivery as indicated by the carrier on the Delivery notification /tracking. To return or exchange orders placed through our website, please send us an email at firstname.lastname@example.org or call us at 1.888.407.4997 option 4 with your order number and reason for Exchange or Return. Our team members are available to assist you during business hours of operations. Click here to see current hours of operation.
- Order Early / Pre-Orders / Special Orders: Order Early, Pre-Order, Special Orders, Backorder are terms alternatively used but in all these cases product delivery is promised at a later date. When you place an order we backorder items based on your specific order. These orders can be cancelled without penalty if your order is cancelled with in 15 days from the order date, you qualify for full refund or exchange. After 15 days has passed from the order date, you can only exchange products or receive store credit of full amount for future purchases. Once product is shipped and delivered to you, we offer 15 days of product exchange window from the date of delivery as part of customer satisfaction but refunds are not allowed.
Update: All pre-orders placed on or after March 1st, 2020 will only qualify for store credits, or exchange of product with similar product / price segment. This is a temporary change in policy in this difficult time as product supply chain has been severely affected at China Manufacture level and throughout shipping and we are making huge efforts to deliver pre-order items. At this time cancellation of pre-orders poses a huge impact on our business operations and efforts and therefore this policy has been temporarily revised. We appreciate your cooperation.
- Used Products: All used product sales are final sales and returns are not accepted. If there is any defect in the product that will be covered under used product specific warranty it is sold with (as applicable).
All above Terms and Conditions are subject to change without notice. Updated Jul 2020