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, it is possible for anyone to carry out the repair. If you still need specialized support, we are of course available to advise you.

For every order that leaves our warehouse, we have taken out transport insurance. We cover the costs – you do not 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, it can sometimes happen that our products are not immediately available for a short time. No need to worry: With our worry-free pre-order, you secure your desired product and receive it as quickly as possible – conveniently and stress-free!

• Free delivery: Directly to your home.
• Pickup 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 desired product: Browse the online shop and find items.
2. Choose delivery method: Decide between delivery or pickup.
3. Select payment: Conveniently pay with common payment methods or directly upon pickup.

Important: Thanks to our pre-order option, you won't miss 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. If this is not the case, we will accept the product you purchased from us without signs of use within 14 days of receipt.

In order for us to refund the purchase price, we also need the corresponding accessories according to the scope of delivery returned.

The delivered goods must be returned undamaged, functional, in the original packaging, and complete.

The right of return begins upon receipt of the goods by you. Products specially ordered, manufactured, and/or customized at the customer's request are generally excluded from the right of return. In special cases, we reserve the right to charge for restoring the original condition. If you return the goods within the deadline and properly, you will receive a credit or, upon request, a replacement delivery. If collected by our logistics provider, the collection costs will be charged additionally.

Warranty terms

We provide a 2-year warranty on material defects and manufacturing faults from the invoice date. 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 to info@twheels.ch.

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

No warranty claim:

Usual wear and tear of consumable parts (e.g., battery, tires, tubes, chains, sprockets, brake pads, paint, inscriptions) is not subject to warranty claims. 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 other uses outside the intended purpose.

We are TWHEELS, your Swiss online direct sales 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:

• Trust from 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 such as 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 assortment, we can guarantee that you won't have to make a decision where you feel like you're missing out on something. Instead, you can be sure that you receive a high-quality product that meets your needs.
   
3. In addition, we offer you an excellent price-performance ratio through our focused range. Trust TWHEELS products to meet your needs without compromise.