Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

We guarantee your satisfaction: ride it, and if it isn’t right for you, you can return it within 30 days, even if you have used it. To be eligible, your item must be complete, with all the parts and accessories that came in the box (including the battery and charger), free of damage beyond normal use, and packed in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@wakemoto.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@wakemoto.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All orders are shipped insured: if your order arrives damaged or defective, if you receive the wrong item, or if your package is lost in transit, contact us at info@wakemoto.com within 7 days of delivery (or as soon as tracking shows a problem) with your order number and photos, and we will send a replacement or give you a full refund, at no cost to you.

1-year warranty
Every Wakemoto™ is covered by a 1-year limited warranty against defects in materials and workmanship, starting on the delivery date. If a covered defect appears during the warranty period, we will repair or replace the defective part or product, or refund it if a repair or replacement isn’t possible.

The warranty does not cover normal wear and tear, cosmetic damage, damage caused by accidents, collisions, misuse, improper charging or use contrary to the user manual, unauthorized repairs or modifications, commercial or rental use, or the gradual loss of battery capacity over time.

To make a warranty claim, email info@wakemoto.com with your order number, a description of the problem, and photos or a video. We may ask you to send the item or part back for inspection; for approved claims, we cover the shipping. The warranty applies to the original purchaser and is in addition to any rights you have under applicable consumer protection laws.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Sale items can be returned under the same 30-day policy. Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. The same return conditions as above apply. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@wakemoto.com.