Return Policy 2025

Hello, this is isinwheel and we want you to be as satisfied as possible with your shopping experience. Therefore, we have developed a customer-friendly return policy. Any damage or defects you may find must be reported to the isinwheel team within 48 hours. If you find that you no longer want or need a specific product, we offer a 30-day return money-back guarantee (from the delivery date) and a 12-month consumer repair service.

Our Promise

Our professional-quality control and warehouse team will check your items. You can request to cancel your order without charge only if we are unable to process and ship your order within 7 working days.

Order Cancellation

1. Order Cancellation Within 24 Hours (Before Shipment)

If you wish to cancel an order that has not yet been shipped, please contact us within 24 hours of placing the order via:

  • Email: support@isinwheel.co.uk
    Please provide your order number, recipient's name, and order email to help us process your request promptly.

Important Notes:

  • If the order has not yet been shipped, a 5% processing fee will be charged (this covers the reserved shipping costs incurred by our logistics partner).

  • Please note that we typically ship orders within 24 hours after purchase. If the product has already been shipped, the pre-shipment cancellation policy does not apply.

  • Cancellation requests made after 24 hours may not be successful if the shipment has already been dispatched.

2. Cancellation After Shipment

If the item has already been shipped but you still wish to cancel your order, you may choose from the following two options:

Option 1: Refuse Delivery

You may refuse the package upon delivery.
Once the item is returned to our warehouse and confirmed to be undamaged, we will refund your payment within 3 business days (minus shipping fees).
A 10% return-to-warehouse fee will be charged (this is the cost charged by the logistics company).

Logistics Delay Disclaimer:
Delays caused by third-party logistics providers are not considered seller faults and do not constitute valid grounds for unconditional order cancellations.

Option 2: Request a Return After Receiving the Product

If you have already signed for and received the item but still wish to return it, please contact us within 14 days of receipt.
A 15% restocking fee will apply depending on the reason for the return—this covers return label creation and warehouse restocking costs.

Returned items must be:

  • Unused

  • In original packaging

  • With all accessories included

Only under these conditions can a refund be issued.

3. Special Note on Accessory Orders

Due to high logistics and labeling costs, we do not support no-reason returns for small accessory purchases (e.g., screws, saddles, handles, etc.).

If the issue is caused by us (e.g., incorrect item, missing parts, or product defects), we may offer:

  • Partial refund of 10%–50%, or

  • Reshipment, depending on the specific case.

Additional Notes

  • All refunds will be made to the original payment account within 3 business days of approval.

  • If your item arrives damaged or defective, please contact us within 48 hours of delivery and provide photos or video evidence.

  • This cancellation policy does not affect your statutory rights under UK consumer protection law.

 

Refunds

For non-defective products

(1) Unused goods: Unused goods can be returned within 14 days of delivery. After a successful return, all unused goods will be subject to a restocking fee of up to 15%.
(2) Second-hand goods: Second-hand goods can be returned within 30 days of delivery, and the usage recorded on the device must be less than 5 kilometers. Our product experts will conduct a comprehensive inspection of each 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, a 15% return fee and depreciation fee will be charged for all used goods. If the test results show that the returned product is less than 90%, a depreciation fee of 15-40% will be charged based on the actual problem and situation.
(3) More than 30 days: Refund 30%-70%, depending on the actual problem and situation. Shipping costs cannot be refunded.

For Logistics Damage Return & Compensation

We place great importance on your experience upon receiving your product. If your scooter arrives damaged due to shipping, please contact us within 48 hours of delivery and provide the following:

  • Photos or videos clearly showing the damage to both the outer packaging and the scooter

  • Tracking number and order number

  • A brief description of the damage

Types of Shipping Damage & Solutions
1. Minor Damage (Does not affect usage)

Examples:

  • Light paint scratches

  • Small scuffs

  • Minor cosmetic defects

According to the UK Consumer Rights Act, such items are still considered acceptable and customers do not have the right to unilaterally return the product.
However, we will offer a goodwill compensation.

2. Repairable Damage (Functional parts damaged but replaceable)

Examples:

  • Broken mudguard

  • Cracked brake cover

  • Loose handlebars

  • Detached power cables, etc.

We will first assess whether the issue can be resolved with replacement parts.
If confirmed repairable, we will prioritize sending the needed parts.

3. Severe Damage (Scooter unusable and beyond repair)

Examples:

  • Frame breakage

  • Severe control system failure

If confirmed as irreparable, we will prioritize a replacement shipment.

Important Notes

  • Do not use the product before taking photo/video evidence, or we may be unable to determine whether the damage occurred during shipping.

  • If you fail to report the damage within 7 days, we may be unable to offer compensation.

  • Damage caused by human error (misuse or accidents after delivery) is not covered under our after-sales policy.

 

How do I return my order?

If you need to return the items purchased on our isinwheel website, we’re here to help. Contact our customer service team mail support@isinwheel.co.uk and send us the following information before returning it to us.

（1）The reason for return.

（2）The valid order number.

（3）A clear photo and/or video to show the condition of the product if you are returning for quality reasons.

Our customer support will reply to your email within 24 working hours, except on weekends or holidays.

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

PS: For packages returned by the customer after consulting with customer service but not found in the warehouse, we bear no responsibility, and the order cannot be fully refunded.

After our warehouse receives and checks your returned package, the refund will be processed within 1-3 business days according to our refund policy, the replacement will be processed immediately within 1-2 business days, and the repair time will be 7-14 business days.

Exchange

Only within 30 days from the date of delivery allowed replacement:

  1. Unopened or Unused products: the products are allowed to be replaced without bearing the freight and additional handling charges.
  2. Used products with non-quality issues: a 15% restocking fee will be charged.
  3. Used products with quality problems: shipping costs for exchange will be covered by isinwheel.
  4. Return or exchange without quality issues: You will need to pay a 15% restocking fee plus the price difference between the two products.
  5. The replacement will be performed immediately within 1-2 business days after receiving the package returned by the customer.

Notes

  1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
  2. If you have damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
  3. If you chose the wrong item or provide an invalid address(based on Google Maps) , isinwheel will offer an exchange or refund for you, but please note that shipping costs (5%-10% of the order amount) to return the items are at your expense.
  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 modified free of charge before shipping, but cannot be modified after shipping. 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 with caution. If the accessories are damaged or missing, we will send the corresponding accessories for free or accept a partial refund.
  6. For a scooter that needs to be returned for repair after 6 months, a shipping fee of 15% of the scooter's value will be charged.

For returned items or items for exchange, we will need 7 business days upon receiving your item(s) to process the solution.

After this time, the refund time frame is as below:

Paypal account refunds: up to 1-3 business days;

Credit card refunds: between 3-14 business days;

To ensure the security of customer accounts, we only support refunds to the original payment account.

We only accept returns for purchases made directly through our website.

Our UK refurbish address:

 RTN-119 Refurbish department

Unit 15, Union Road Oldbury Birmingham,

West Midlands

B69 3EX，UK

If you have any specific questions about your order, please contact customer service at support@isinwheel.co.uk