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, so our product quality is guaranteed.
Our Promise
Simple & efficient: iSinwheel provides a straightforward warranty that is processed smoothly.
Order Cancellation
To cancel your order, please contact our customer service directly.
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.
Address Change
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 is considered shipped once the tracking number is generated.
Refund
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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 20% 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 KM of usage recorded by the device. A restocking fee of 25% (of the product price) 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 KM, the restocking fee will increase to 30%.
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For defective products(1) Within 30 days: All fees and charges for return/exchange/repair are covered.(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 choose a partial refund of 20%-80%. The refund amount depends on the actual problem and situation.
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Return RMA validity: 7 days (from the date the RMA was created).
Exchange
Only 30 days allowed for replacement:
- Unused iSinwheel products: Within 30 days from the date of purchase, products can be replaced, but a shipping fee of 10%-30% (based on actual cost in AUD) shall be borne.
- Products with non-quality issues: Within 30 days from the date of purchase, a shipping cost of 80-150 AUD and a 20% restocking fee (of the product price) will be charged.
- Products with quality issues: Within 30 days from the date of purchase, shipping costs for exchange will be covered by Isinwheel.
- The replacement will be processed 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 20% of the purchase price 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, attach images/videos of the product, and provide your order number. Once your request is approved, you can return the item to our Australian warehouse and may request the tracking number(s) of your item(s).
Note
- Customers should keep the original packaging at all times or provide a similar suitable box.
- For damaged or missing accessories, we will send the corresponding accessories for free or offer a partial refund.
- About price difference refund:
(1) Partial refund of the price difference is available within 30 days.(2) Price difference refund is not acceptable after 30 days (a free gift may be provided instead).
- If the customer provides an incorrect delivery address, refuses to accept the package due to non-quality issues, or no longer wants the package, an additional 10% (of the product price) will be charged for shipping costs. We are not responsible for package loss caused by an incorrect delivery address.
- 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 period, the refund time-frame is as follows:
(1) PayPal account refunds: Up to 48 hours.(2) Credit card refunds: 7-14 business days.(3) We do not offer refunds after your order has shipped.*All refunds will be issued back to the original payment method.
- About returned items:
(1) If returned items are severely damaged due to improper packaging, we will deduct 40% of the product amount as a handling fee.(2) If returned items are without packaging, we will deduct 80% of the product amount as a handling fee.
- 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