Refund & Exchange Policy
Update: 2025/8/11
At isinwheel, customer satisfaction is always our top priority. our dedicated quality control and quality assurance teams will inspect your items prior to shipping. our product quality is guaranteed.
Our Promise:
Simple & efficient: iSinwheel provides a straightforward warranty that is processed.
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. Please know that cancel requests are only available during the first 1.5 Hours after you placed your order.
5. Click on the "Cancel Order" button to initiate the cancellation process.
If the order has already been shipped, it cannot be canceled. Please wait for delivery and contact us within 30 days of receiving your order to initiate a return. Once the goods are returned to the warehouse, we will process the refund after deducting the restocking fee and shipping fee according to the return and refund procedure.
Rejecting an order upon delivery or failing to follow the proper return process may result in loss during transit or rejection at our warehouse, which could void your eligibility for a refund or replacement.
Change address：
Address change requests must be made on the order date. Otherwise, we cannot guarantee that the update will be processed before the order is completed.
Note: The order has been shipped once the tracking number is generated.
Refund：
1.For non-defective products/no-longer needed products
（1）Unopened & Unused Merchandise: Unopened merchandise may be returned within 14 days of delivery. A return shipping fee of up to 15% of the product price will be applied for all unopened merchandise upon successful return..
（2）Opened Merchandise: Opened merchandise may be returned within 14 days of delivery, and must have less than 10 miles of usage recorded by the device. A restocking fee of 20% will be charged, and return shipping will not be covered. If you use our return label, the shipping fee will be deducted based on the actual cost. If the distance exceeds 10 miles, the restocking fee will increase to 30%.
2.For defective products
（1）Within 30 days: All fees and charges were covered for return/exchange/repair.
（2）Over 30 days: If your product develops a fault through normal use* after the initial 30 day return period, you may still be entitled to have your product repaired at no cost under warranty or you can choose partial refund 20%- 80%, The refund depends on the actual problem and situation
3.Return RMA validity 7 days (from the date the rma was created)
Exchange：
Only 30 days allowed replacement:
1.Unused iSinwheel products: Within 30 days from the date of purchase, the products are allowed to be replaced without bearing the freight and additional handling charges.
2.Products with non-quality issues: within 30 days from the date of purchase, the costs of shipping $50-$80 and 10% restocking fee will be charged.
3.Products with quality issues: within 30 days from the date of purchase, shipping costs for exchange will be covered by Isinwheel.
4.The replacement will be performed immediately on the second business day after receiving the package returned by the customer.
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 been shipped, we cannot change, intercept, or cancel it.
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.Customer should keep the box all the time or provide a similar box.
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.The customer provides the wrong delivery address or refuses to accept the package due to non-quality issues or does not want the package, extra 10% will be charged for the cost of shipping. We are not responsible for the loss of the package for incorrect delivery address.
5.For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
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.
（3）We don't refund after your order has shipped out.
*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