Return and Refund Policy

Hello, this is isinwheel. We want you to be fully satisfied with your shopping experience. That is why we have created a customer-friendly return policy. Any damage or defect you notice must be reported to the isinwheel team within 48 hours.

If you decide that you no longer want or need a specific product, we offer a 30-day money-back guarantee from the date of purchase and a 12-month repair service for consumers.

Our Promise

Our professional quality control and warehouse team will inspect your items carefully.

You may request to cancel your order free of charge only if we are unable to process and ship your order within 7 business days.

Order Cancellation

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

Cancel the Order Before Shipment

1. If you need to cancel your order, you must contact us at support@isinwheel.eu within 24 hours so that we can cancel it immediately. Please provide your order details, including the order number, recipient name and/or email address.
2. Orders can be cancelled free of charge before shipment, with no handling or cancellation fees.

Cancel the Order After Shipment

1. If you need to cancel an order more than 24 hours after placing it, but before the item has been delivered, please refuse the package upon delivery. Once we receive the returned item, a full refund minus the shipping costs will be credited to your original payment method within 3 business days.
2. For orders that have already been shipped, a logistics interception and warehouse return fee of 10% will be applied. This represents the fee charged in advance by the logistics provider.
3. If you do not refuse the package and have already received it, but still wish to return the item, we will need to charge a 15% restocking fee to obtain a return label.
4. Due to the high cost of return labels, we cannot offer a full return and refund service for all accessories purchased separately. Depending on the actual situation and whether the issue was caused by the seller, we may consider a partial refund of 10% to 50%.

Special Rules for Large-Size Electric Bikes and Scooters

Due to the size, volume and weight of large electric bikes and scooters, such as M60 and H7Pro models, transportation costs are higher than standard shipping costs. Therefore, regardless of the reason for the return, an additional transportation fee of €100 will be charged to us.

After your return request is approved, we will provide you with the payment method for this additional fee.

Refunds

For Non-Defective Products / Products You No Longer Need

1. Unused products: Unused products may be returned within 14 days after delivery. After a successful return, all unused products will be subject to a restocking fee of up to 15%.

2. Used products: Used products may be returned within 30 days after delivery, and the usage recorded on the device must be less than 5 kilometers. Our product experts will perform a full inspection of each returned 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 condition, a 15% return fee and depreciation fee will be charged for all used products. If the test results show that the returned product is below 90% new condition, a depreciation fee of 15% to 40% will be charged depending on the actual issue and condition.

3. More than 30 days: A refund of 30% to 70% may be provided depending on the actual issue and situation. Shipping fees are non-refundable.

For Defective Products

1. Within 30 days: Free return, exchange or repair.

2. More than 30 days: Returns are not accepted. If the product cannot be repaired and our inspection department confirms that it is a quality issue, we will provide a replacement or repair service.

You must request a Return Merchandise Authorization, also known as RMA, from isinwheel within 30 days from the date of purchase.

For products that are still under warranty but have been used for more than 6 months, the product must be returned to the repair warehouse in Germany for repair. The return shipping cost is the customer’s responsibility.

For products priced under €400, a transportation fee of €40 applies.

For products priced over €400, a transportation fee of €60 applies.

How Do I Return My Order?

If you need to return items purchased from our isinwheel website, we are here to help. Please contact our customer service team at support@isinwheel.eu and send us the following information before returning the product:

1. The reason for the return.
2. A valid order number.
3. A clear photo and/or video showing the condition of the product if you are returning it due to a quality issue.

Our customer service team will reply within 24 business hours, excluding weekends and public holidays.

Note: For packages returned by the customer after consultation with customer service but not found in the warehouse, we will not be responsible, and the order cannot be fully refunded.

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

After our warehouse receives and verifies your returned package, the refund will be processed within 1 to 3 business days according to our refund policy. Replacements will be processed immediately within 1 to 2 business days, and repairs will take 7 to 14 business days.

Exchange

Replacement is allowed only within 30 days from the date of purchase:

1. Unopened or unused products: Products can be exchanged without the customer bearing transportation costs or additional handling fees.
2. Used products without quality issues: A 15% restocking fee will be charged.
3. Used products with quality issues: The shipping cost for the exchange will be covered by isinwheel.
4. No quality issue, unopened or unused: A return or exchange requires payment of a 15% restocking fee and the price difference between the two products.
5. The replacement will be processed immediately within 1 to 2 business days after we receive the customer’s returned package.

Notes

1. Natural degradation of the product due to wear and tear, as well as breakage or damage during use, are the sole responsibility of the customer and are not covered by our warranty.
2. If you have damaged or misused the item(s), the product warranty will be immediately void. No compensation is available in such cases. However, you may contact us to purchase replacement parts or spare parts, if applicable. We will charge the original value of the components and shipping fees to send them.
3. If you selected the wrong item, isinwheel will offer an exchange or refund. However, please note that the shipping costs for returning the items will be your responsibility.
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 changed free of charge before shipment, but cannot be changed after shipment. 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 carefully. If accessories are damaged or missing, we will send the corresponding accessories free of charge or accept a partial refund.
6. For returned or exchanged items, we will need 7 business days after receiving your item(s) to process the solution.