Returns and Changes Policy

At isinwheel, customer satisfaction is always our first priority. Our dedicated QA and QA team will check your items prior to shipment. The quality of our products is guaranteed.

1. Our promise:

Simple and efficient: isinwheel offers a simple guarantee that is processed in the simplest way possible.

2. Cancellation of orders:
The customer can only request the cancellation of an order if we are unable to fulfill and ship their order within 7 business days. You can also cancel your order if your item has not been shipped. Once the item is shipped, your order cannot be cancelled. If the customer rejects the package at the time of delivery, 5% return shipping will be charged.

Note:
(1) If you decide to cancel your order finally but your package has been shipped, just refuse the package directly, we will handle full refund minus 5% restocking fee after receiving the return in our warehouse.
(2) If you don't reject the package and receive the package but still want to return the item, we need to charge you 10% restocking fee to request a return label.
(3) Due to the high cost of the return label, we cannot provide a full return and refund service for all accessories, we may consider a 10-50% refund based on the actual situation.

3. Refund:
1) For non-defective products/products that are no longer needed

• Unused Merchandise: Unused merchandise may be returned within 14 days of delivery. A restocking fee of up to 10% will apply for all unused merchandise upon successful return.
• Used Merchandise: Used merchandise can be returned within 30 days of delivery and must have less than 5km of recorded use for the device. Will be charged 15-40% depreciation fee according to actual problem and situation and test report from product experts.
• More than 30 days: The refund would be 30-80%, it depends on the actual problem and situation. the rate shipping cannot be refunded.

2) For defective products

• Within 30 days: All fees and charges are free for return/exchange/repair.
• More than 30 days: return not acceptable. If the problems cannot be solved, we will offer replacement or repair service if it is verified by our inspection department that it is a quality problem.

3) A Return Merchandise Authorization (RMA) must be requested from isinwheel within 30 days from the date the shipment was received.

Product status		Time (From receipt of goods)	Solution
not defective	Not used	within 14 days	10% restocking fee charged.
	used	within 30 days	The product is almost 90% new, charge 15% restocking fee; The product it is less than 90% new, charge 20-40% depreciation fee based on actual situation.
	used	more than 30 days	30%-80% refund based on actual situation.
defective	Any	within 30 days	Free for return/exchange/repair.
	Any	more than 30 days	Return not acceptable.

4. Replacement:
Only 30 days replacement allowed:
(1) Unopened or unused products: Within 30 days from the date of purchase, products may be replaced without paying additional freight and handling charges.
(2) Used products with non-quality problems: Within 30 days from the date of purchase, shipping costs will be charged between 330-50.
(3) Used products with quality problems: within 14 days from the date of purchase, within 30 days from the date of purchase, shipping costs for exchange will be covered by isinwheel.
(4) The replacement will be made immediately on the second business day of receiving the package returned by the customer.

5. Warranty Disclaimers and Notes

(1) Natural product degradation from wear and tear, along with breakage/damage during use, water immersion damage, is the sole responsibility of the customer and is not covered by our warranties.
(2) If you have damaged or misused the items, the product warranty will be void immediately. There is no compensation available in such cases. However, you can 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 ship them.
(3) If you choose the wrong item, isinwheel will offer you an exchange or refund, but please note that the shipping costs to return the items are on your own.

6. Follow our return process:

(1) Please describe your product problem in detail: purchase invoice, product code marked on the outer packaging, clear pictures or videos showing defects. Please tell us your request directly: returns and refunds/exchanges/repairs.
(2) Our customer service will answer your email within 24 business hours, except weekends or holidays.
(3) After the review is successful, we will send you a free return label.
(4) After your returned package is received by our warehouse, refund will be processed within 5-7 business days according to our refund policy, replacement will be processed immediately within 1-2 business days, and repair time will be from 7 to 14 days.

 

For any problem, contact us and follow our guarantee process:

To initiate a return for an exchange or refund, please email us at support@isinwheel.es indicating the reason for the return and attach images/video of the product, provide your order number. Once your application is approved. you can return the item to our German warehouse and request the tracking numbers of your item(s).

Note:
Refund terms quality problems accept full refund and partial refund.
The damage is caused by humans.
Damaged or missing accessories, please send the corresponding accessories for free, or accept a partial refund.
Information on the price of the return difference.
(1) Partial refund of the different price within 30 days.
(2) Not acceptable (free gift can be sent) for 30 days.

The customer provides an incorrect delivery address or the client refuse to accept the package because of quality problem or don't want the package. The customer has to pay €30-50 extra for forwarding.
For returned items or exchanges, we will need 3-6 business days after receiving your items to find the solution.
After this time, the return period is as follows:
(1) PayPal Refunds for: up to 48 hours.
(2) Credit card returns: between 7-14 business days.
(3) We do not refund after your order has been shipped.

Please note that the range of accessories is not subject to the return policy above. Once sold, accessories cannot be returned or refunded. Please buy carefully.

Once the returned item arrives at isinwheel's warehouse for inspection, the refund or exchange process will begin. Please contact customer service before returning.

Spain Site - German Warehouse
To: Xin Service GmbH-XC
Street: Am Kellerberg 11
ZIP Code: 04349
City: Leipzig, Germany
State: Sachsen
Country: Germany
Telephone: 0049 342 9849 4199

Customer service: support@isinwheel.es