Frequently Asked Questions about TWHEELS

Our TWHEELS products are durable. However, if something stops working, you can simply contact our support and request the necessary replacement part. If it is still under warranty, the whole process is free for you. Our products are plug & play, which means that in most cases, anyone can carry out the repair. If you still need specialized assistance, we are of course here to advise you.

For every order that leaves our warehouse, we have taken out transport insurance. We cover the costs – you don’t have to pay anything. The transport insurance covers all damages and loss until the goods are received.

Pre-order & Secure Your Desired Product Early

Due to high demand, our products may sometimes be temporarily unavailable. No need to worry: With our worry-free pre-order, you can secure your desired product and receive it as soon as possible – conveniently and stress-free!

• Free delivery: Directly to your home.
• Pick up on site: Collect your product from our warehouse in Weesen.
• Flexible & risk-free: You can cancel your order at any time.

How does it work?

1. Select your desired product: Browse the online shop and find items.
2. Choose delivery method: Decide between delivery or pickup.
3. Select payment: Pay conveniently with common payment methods or directly upon pickup.

Important: Thanks to our pre-order option, you won’t miss out on your favorite product – even with unexpectedly high demand. We keep you transparently informed about availability and ensure fast delivery.

It is important to us that you are satisfied with your product. Therefore, we offer you a voluntary 14-day return policy starting from the receipt of the goods.

You may unpack and carefully inspect the product. The goods must be returned complete, clean, undamaged, functional, and including all accessories.

Returns are only possible in the original packaging. Please keep the packaging during the return period and properly repackage the product for the return shipment.

Returns are at the customer's own expense and risk. After receipt and inspection of the goods, you will receive a refund, credit, or, upon request, a replacement delivery, provided the conditions are met.

Further details on returns, depreciation, and possible deductions can be found in our Terms and Conditions.

Warranty Terms

We provide a 2-year warranty on material defects and workmanship errors from the date of invoice. We offer a 5-year warranty on the frame. In the event of a frame break, we will replace the frame or your vehicle upon proof of purchase.

Please report any warranty claims to us at +41 43 508 20 26 or by email at info@twheels.ch.

In the case of a warranty claim, you are entitled to a free repair or, if a repair is not possible, an equivalent replacement.

No Warranty Claims:

Normal wear and tear of consumable parts (e.g., battery, tires, tubes, chains, sprockets, brake pads, paint, lettering) is not covered by the warranty. It is the responsibility of the end customer to regularly maintain and care for the purchased product as explained in the respective manuals.

Warranty claims are also excluded if you have independently modified or repaired your products or used them improperly: racing and competition use, overloading, and any use beyond the intended purpose.

We are TWHEELS, your Swiss online direct sales provider for excellent products in the fields of e-mobility and fitness. As an independent brand, we are proud to offer you innovative and smart technologies at fair prices. Each of our products is the result of careful research and development by our dedicated expert team. The combination of functionality, style, and sustainability is at the forefront of our product design. With TWHEELS, you choose:

• The trust of over 25,000 satisfied customers
• Customer service in German, French, English, and Italian
• Comprehensive spare parts service
• A quality company from Switzerland based in St. Gallen

We would like to take this opportunity to express our sincere thanks to all our customers. Your trust and the high demand for our products are a great confirmation of our work! Together with renowned partners like Galaxus, Digitec, Manor & Brack, we are expanding our reach. Our commitment to the environment? “For every product sold, we plant a tree.” 🌲♻️

1. TWHEELS follows the philosophy that quality and customer satisfaction come first. To achieve this, we offer a limited selection of proven products that have been extensively tested.
   
2. With our narrow range, we can guarantee that you won’t have to make a decision where you feel like you have to give something up. Instead, you can be sure that you are getting a high-quality product that meets your needs.
   
3. Furthermore, our focused selection offers you excellent value for money. Trust TWHEELS products to meet your needs without compromise.