Return & Refund Policy

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：

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: 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: If a 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: If your product develops a fault through normal use* after the initial 30 days, you are eligible for a free repair under 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 RMA validity 7 days (from the date the rma was created)

Exchange：
Exchange requests must be submitted within 30 days of the date of purchase.
1. Non-quality-related exchanges: For exchange requests unrelated to a confirmed product defect, return shipping costs of $50–$80 and a 10% restocking fee will apply. The product must be returned in acceptable condition, with all original accessories and packaging.
2. Quality-related exchanges: If the product is confirmed to have a quality-related defect within 30 days of purchase, 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 20% 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 20%. 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 attaching clear photos or videos of the product. Please also confirm that the original packaging is available and provide your order number.

Once your request is approved, we will provide a return shipping label based on your specific case. You can then return the item to our CA warehouse and request the tracking number for your shipment.

After we receive and inspect the returned package, we will proceed with a replacement or refund accordingly.

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