Refund ＆ Return Policy
RETURN
To help you enjoy shopping at eu-isinwheel.com, we provide a return and refund policy as follows:
We offer a 30-day return and refund policy, which means you have 30 days from the date of purchase to request a return.
Any damage or defect must be reported to isinwheel within 48 hours of receipt.
Returns are not allowed after 30 days from the purchase date.
Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, and free from any signs of use. The product must include all items that were inside the box and be in its original packaging. You will also need the original proof of purchase.
Damages and Issues
Please inspect your order upon receipt 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.
How to Start a Return
To start a return, you can contact us at info@eu-isinwheel.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.
Order Cancellation
The customer cancels the order before the package is shipped
Customers must contact info@eu-isinwheel.com within 24 hours of placing the order.
A 5% logistics cancellation fee will be charged if the order has not yet been shipped.
The customer cancels the order after the package is shipped
Customers must refuse the package upon delivery.
After the returned package is received, a refund (excluding shipping fees) will be issued within 3 business days.
A 10% logistics interception and warehouse return fee will be deducted.
If the customer receives the package and later requests a return, a 15% restocking fee will be charged.
Accessories purchased separately are not eligible for full refunds; a 10%–50% partial refund may be offered depending on the situation.
Special Rules for Large Products
Due to the size and weight of large bicycles and scooters (such as M60 and H7 Pro), an additional €100 transportation fee will be charged for any return, regardless of reason.
Payment details will be provided after return approval.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
Products purchased from unauthorized sellers
Damage caused by human factors or misuse
Special or customized orders
Lost products
Giveaways or free items
Accessories sold separately
Products with altered, inconsistent, or missing invoices or serial numbers
RETURN & REFUND
Refund Terms
Quality Issues
Within 30 days: Free return, exchange, or repair
Over 30 days: Return is not acceptable; repair or replacement will be provided if confirmed as a quality issue
Remorse (Non-quality Issues)
Only eligible for refund within 30 days
Product must be unused or lightly used (usage less than 5 km)
15%–40% depreciation or restocking fees may apply after inspection
Shipping fees are non-refundable
The package cannot be delivered or lost in transit
isinwheel will offer a free resend or full refund
Change delivery address
Address can be changed before shipment only
Address cannot be changed after the product is shipped
Customers refuse to accept the package
Customers must bear all return shipping costs and applicable fees
Defective Issues Refund
Within 30 days: Free exchange, return, or repair
Over 30 days: Return not accepted; repair or replacement provided if confirmed as a quality defect Photos or videos must be provided before repair.
Non-quality Issues Refund
Refund only accepted within 30 days
Product must be unused or lightly used
15% restocking fee applies
Shipping costs are not refundable
Restocking Fee
Up to 15%, depending on product condition
Warranty & Repair
Warranty period: 12 months
Products used over 6 months must be returned to the Germany warehouse for repair
Return shipping fees:
Product price under €400: €40
Product price over €400: €60
How can I get the refund?
If you confirm that you want to return and request return for a refund, you can contact our support team for a return label, we will refund you after we received the returned parcel.
Special Note About the Refunds
· The processing time for the refunds is 1-2 business days after receiving the returned items. The refund time depends on the payment method.
· PayPal refunds may take up to 48 hours.
· Credit card refunds will take around 7-14 business days. The specific time depends on your credit card company and any intermediaries.
If you have any questions or comments, please don't hesitate to contact us:
E-mail: info@eu-isinwheel.com
Work Days: Mon.- Fri. from 9:00 to 18:00, GMT +8:00
Hours: 9 AM - 6 PM (GMT+1 Time),Mon - Fri