Return Policy 2024

Hello, this is isinwheel and we want you to be as satisfied as possible with your shopping experience. Therefore, we have developed a customer-friendly return policy. Any damage or defects you may find must be reported to the isinwheel team within 48 hours. If you find that you no longer want or need a specific product, we offer a 30-day return money-back guarantee (from the delivery date) and a 12-month consumer repair service.

Our Promise

Our professional-quality control and warehouse team will check your items. You can request to cancel your order without charge only if we are unable to process and ship your order within 7 working days.

Order Cancellation

To cancel your order, please contact us within 24 hours of placing your order.

Cancel the order before delivery

If you need to cancel your order, you must contact us at support@isinwheel.co.uk within 24 hours to cancel your order immediately. Please provide the order details, including the order number, recipient name and/or email address.
Please note that if the item has not yet been shipped, a 5% logistics cancellation fee will be charged (representing fees collected in advance by the logistics provider).

Cancel the order after delivery

  1. If you need to cancel an order 24 hours after placing the order but before the item is delivered, please be sure to refuse it upon delivery. Once we receive your returned item, a full refund less shipping costs will be credited to your original payment method within 3 business days.
  2.  For orders that have already been shipped, a 10% logistics interception and return-to-warehouse fee will be charged (representing fees collected in advance by the logistics provider).
  3.  If you don't reject the package and receive the package, but you still want to return the item, we need to charge you a 15% restocking fee to apply for a return label.
  4. Due to the high cost of the return label, we cannot provide return and full refund service for all accessories bought separately, we can consider a 10-50% refund according to the actual situation caused by the seller's reasons.

Refunds

For non-defective products/products no longer needed

(1) Unused goods: Unused goods can be returned within 14 days of delivery. After a successful return, all unused goods will be subject to a restocking fee of up to 15%.
(2) Second-hand goods: Second-hand goods can be returned within 30 days of delivery, and the usage recorded on the device must be less than 5 kilometers. Our product experts will conduct a comprehensive inspection of each product and generate a professional inspection report after receiving the return at our warehouse. If the test results show that the returned product is close to 90% new, a 15% return fee and depreciation fee will be charged for all used goods. If the test results show that the returned product is less than 90%, a depreciation fee of 15-40% will be charged based on the actual problem and situation.
(3) More than 30 days: Refund 30%-70%, depending on the actual problem and situation. Shipping costs cannot be refunded.

For defective products

(1) Within 30 days: Return/exchange/repair is free of charge.
(2) More than 30 days: No returns accepted. If the product cannot be repaired and is confirmed to be a quality problem by our inspection department, we will provide a replacement or repair service.
You must apply for a Return Merchandise Authorization (RMA) from isinwheel within 30 days of the date of delivery.

How do I return my order?

If you need to return the items purchased on our isinwheel website, we’re here to help. Contact our customer service team mail support@isinwheel.co.uk and send us the following information before returning it to us.

（1）The reason for return.

（2）The valid order number.

（3）A clear photo and/or video to show the condition of the product if you are returning for quality reasons.

Our customer support will reply to your email within 24 working hours, except on weekends or holidays.

After the review is successful, we will send you a return label.

PS: For packages returned by the customer after consulting with customer service but not found in the warehouse, we bear no responsibility, and the order cannot be fully refunded.

After our warehouse receives and checks your returned package, the refund will be processed within 1-3 business days according to our refund policy, the replacement will be processed immediately within 1-2 business days, and the repair time will be 7-14 business days.

Exchange

Only within 30 days from the date of delivery allowed replacement:

  1. Unopened or Unused products: the products are allowed to be replaced without bearing the freight and additional handling charges.
  2. Used products with non-quality issues: a 15% restocking fee will be charged.
  3. Used products with quality problems: shipping costs for exchange will be covered by isinwheel.
  4. Return or exchange without quality issues: You will need to pay a 15% restocking fee plus the price difference between the two products.
  5. The replacement will be performed immediately within 1-2 business days after receiving the package returned by the customer.

Notes

  1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
  2. If you have damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
  3. If you chose the wrong item or provide an invalid address(based on Google Maps) , isinwheel will offer an exchange or refund for you, but please note that shipping costs (5%-10% of the order amount) to return the items are at your expense.
  4. Please check that the delivery address on your order is correct before payment, as this is the address we will ship to. Address information can be modified free of charge before shipping, but cannot be modified after shipping. We are not responsible for lost packages caused by incorrect address information.
  5. Once accessories are sold, they cannot be returned or refunded. Please purchase with caution. If the accessories are damaged or missing, we will send the corresponding accessories for free or accept a partial refund.

For returned items or items for exchange, we will need 7 business days upon receiving your item(s) to process the solution.

After this time, the refund time frame is as below:

Paypal account refunds: up to 1-3 business days;

Credit card refunds: between 3-14 business days;

To ensure the security of customer accounts, we only support refunds to the original payment account.

We only accept returns for purchases made directly through our website.

Our UK refurbish address:

 RTN-119 Refurbish department

Unit 15, Union Road Oldbury Birmingham,

West Midlands

B69 3EX，UK

If you have any specific questions about your order, please contact customer service at support@isinwheel.co.uk