Refund & Exchange Policy

Updated: October 23, 2026

At isinwheel, our quality control and quality assurance teams inspect products before shipping. If you need to cancel an order, request a return, or report an issue, please follow the terms and procedures below.

Our Promise:
Our support team will help you understand the applicable return, exchange, and warranty procedures.

Black Friday Offer: No Restocking Fees Through December 15, 2026

Restocking fees are waived for eligible non-defective return and exchange requests submitted during our Black Friday promotion through December 15, 2026, inclusive. Eligibility for this waiver is based on the date you submit your request, not the date the returned product arrives at our warehouse.

Return requests must still be submitted within 14 days of delivery. Existing exchange deadlines, approval procedures, and product-condition requirements continue to apply. Customers remain responsible for applicable return shipping costs. Separate charges for refused shipments, incorrect delivery addresses, damage caused by improper packaging, or missing packaging or accessories may still apply under the terms below.

This offer overrides the standard 20% and 30% restocking fees for non-defective returns and the standard 10% restocking fee for non-quality-related exchanges listed below for qualifying requests. All other policy terms remain unchanged.

Order Cancellation

To cancel your order, please follow these steps:

1. Log in to your account on our website.
2. Once logged in, navigate to the "My Account" section.
3. Under the "Order Details" section, locate the specific order you wish to cancel.
4. Cancellation requests must be submitted within 1.5 hours of placing your order and before shipment.
5. Click on the "Cancel Order" button to initiate the cancellation process.

Once an order has shipped, it cannot be canceled. Shipment does not automatically prevent a return or refund. After delivery, submit non-defective return requests within 14 days. For confirmed defects, submit return, exchange, or repair requests within 30 days of delivery. Requests are subject to the applicable conditions below. Any applicable deductions will be made when the returned product has been received and inspected.

Please contact us before returning a product. If you refuse delivery, notify us and follow the Refused Shipments section below. Unauthorized returns may delay processing or affect eligibility under this policy.

Change address：

Once your package has been shipped, we can assist you in submitting an address change request. However, we cannot guarantee that the address will be changed successfully, regardless of when the request is submitted.

Note: An order is considered shipped once a tracking number has been generated.

Refund：
1.For non-defective products/no-longer needed products
（1）Unopened & Unused Merchandise: Submit your return request within 14 days of delivery. Approved returns of unopened, unused merchandise are subject to a return shipping fee of up to 15% of the product purchase price.
（2）Opened Merchandise: Submit your return request within 14 days of delivery. Returns require prior approval and remain subject to the applicable product-condition and packaging requirements below. The standard restocking fee is based on the mileage recorded on the device when the returned product is inspected: 10 miles or less: 20% of the product purchase price; more than 10 miles: 30% of the product purchase price. These restocking fees are waived for qualifying requests under the Black Friday offer above. Return shipping is paid by the customer. If our return label is used, its actual cost will be deducted from the refund. Trial rides do not waive applicable return shipping charges. Restocking fees are subject to the Black Friday offer above. These non-defective return fees do not apply to approved defect-related returns under the separate terms below.

2.For defective products
（1）Within 30 days of delivery: Submit your request within 30 days of delivery. If the product is confirmed to be defective, you may request a return, exchange, or repair. For approved returns or exchanges, we will provide a prepaid return shipping label.
（2）After 30 days from delivery: Faults arising during normal use are handled under the applicable limited warranty, including its coverage periods, exclusions, and shipping terms. Covered repairs are free under that warranty. If you prefer to return the item, you may be eligible for a partial refund of 20% to 80%. The final refund percentage will depend on the nature of the issue and the actual condition of the product after it is received and inspected by our warehouse.

If you choose to keep the scooter, reimbursement for reasonable repair costs may be considered on a case-by-case basis, subject to prior approval and supporting documentation. We are not responsible for inspection, repair, or other third-party costs incurred without our prior written approval.

3. Return authorization: An RMA is valid for 7 days from its creation date. Follow the return instructions provided with your RMA. The 14-day and 30-day windows above are deadlines for submitting a request, not deadlines for warehouse receipt.

Exchange：
Non-quality-related exchange requests must be submitted within 30 days of purchase. Quality-related exchange requests must be submitted within 30 days of delivery. These exchange rules are separate from the 14-day non-defective return-for-refund window.
1. Non-quality-related exchanges: For exchange requests unrelated to a confirmed product defect, return shipping costs of $50–$80 will apply. The standard 10% restocking fee is waived for qualifying requests under the Black Friday offer above. The product must be returned in acceptable condition, with all original accessories and packaging.
2. Quality-related exchanges: For requests submitted within 30 days of delivery, if the product is confirmed to have a quality-related defect, iSinwheel will provide a prepaid return shipping label and cover the shipping costs for the replacement.
3. Replacement processing: The replacement will be arranged within two business days after the returned item has been received and inspected, subject to product availability.

Refused Shipments：
If you refuse delivery of an order that you requested us to ship, we reserve the right to charge a fee equal to 10% of the purchase price for each e - bike or e - scooter to partially cover our shipping costs. Once an order has shipped, it cannot be canceled. Address-change assistance is subject to the Change Address terms above; changes or interception cannot be guaranteed.
If you refuse delivery, we will treat the order as a return when the items arrive back at our facility and issue a refund for the purchase price via your original payment method, minus 10%. Please note that to receive a refund, you must notify ISINWHEEL of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.

For any issues, please contact us and follow our warranty process:
To initiate a return for an exchange or refund, please email us at support@isinwheel.com stating your reason for return and attach images/video of the product, provide your order number. Once your request is approved. you can return the item to our US warehouse and may request the tracking numbers of your item(s).

Note:
1.Keep the original packaging or use suitable protective packaging for any return. Packaging alone does not qualify a return for free shipping. Prepaid return labels are provided for approved defect-related returns or exchanges under the applicable terms above; non-defective returns are subject to the stated shipping charges.
2.Damaged or missing accessories free to send corresponding accessories or accept a partial refund.
3.About refund difference price .
（1）Partial refund of the difference price within 30 days.
（2）Not acceptable(can send free gift) over 30 days.
4.For an incorrect delivery address supplied by the customer, a shipping charge of 10% of the purchase price applies. We are not responsible for packages lost because of an incorrect address supplied by the customer. Refused shipments follow the Refused Shipments section above; the same refusal charge is not applied twice. For products received and then returned because they are no longer wanted, the non-defective return terms above apply.
5.Refund processing requires 3-6 business days after we receive your returned item(s). Exchange replacement processing follows the separate Exchange section above.
After this time, the refund time-frame is as below:
（1）Paypal account refunds: up to 48 hours.
（2）Credit card refunds: between 7-14 business days.

*All refunds will be issued back to the original payment method.
6.About the returned items
（1）Returned items are severely damaged due to improper packaging, we will deduce 40% of the product amount as handling fee.
（2）Returned items without packaging, we will deduce 80% of the product amount as handling fee.

7.We do not accept returns or refunds for any purchased accessories unless there is a quality issue or an error on our part regarding shipping or fulfillment.

Customer service: support@isinwheel.com