Last updated: 26 October 2026
Changed your mind? You have a 14-day right of withdrawal, we charge no restocking fee, and we refund you within 14 days. This page explains how withdrawal, refunds, cancellations and faulty products work.
Your right of withdrawal
As a consumer, you can withdraw from your purchase within 14 days without giving any reason. The period starts on the day you, or a person you name other than the carrier, take possession of the goods. If your order arrives in several deliveries, it starts on the day you receive the last item.
To meet the deadline, it is enough to send us your statement that you are withdrawing before the 14 days have passed.
How to withdraw
- Online: use the Withdraw from contract link in the footer of every page. Log in to your customer account, open Orders, choose the order and request a return.
- By email: send any clear statement that you are withdrawing to info@isinwheelscooter.com, ideally with your order number.
You can use the model withdrawal form below, but you do not have to. We confirm every withdrawal by email. Withdrawals within 14 days need no approval.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Dongfeng (Hong Kong) Technology Co., Limited, Room 162, 8/F, Eton Tower, 8 Hysan Avenue, Causeway Bay, Hong Kong — email: info@isinwheelscooter.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Sending the goods back
Please send the goods back without undue delay and no later than 14 days after the day you told us you are withdrawing. The deadline is met if you send the goods before it ends. We give you the correct return address for your country and product when we confirm your withdrawal.
You bear the direct cost of returning the goods. E-scooters and e-bikes travel as large, heavy parcels, so this cost can be high and depends on the model and the country you send from. Before you send anything, we can tell you what our carrier would charge, and you are free to use any carrier you choose. Please pack the goods securely, ideally in the original packaging.
Your refund
We refund all payments we received from you, including the cost of standard delivery, within 14 days of the day we receive your withdrawal. If you chose a more expensive delivery option than our standard delivery, the extra cost is not refunded. We use the payment method you used for the order, unless you expressly agree otherwise, and the refund costs you nothing.
We may withhold the refund until we have received the goods back or you have shown us proof that you sent them, whichever happens first.
No restocking fee is charged. You are only liable for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning, in the same way you could check them in a shop. Unpacking the product, checking that it is complete and switching it on to see that it works will not reduce your refund.
Cancelling an order
You can cancel an order free of charge at any time until it has been shipped. Request the cancellation in your customer account or email info@isinwheelscooter.com with your order number.
If the order has already been shipped, you can still withdraw: tell us, and either refuse the parcel when it arrives or send it back after delivery. The refund rules above apply. If you refuse the parcel, the direct cost of transporting it back to us is the return cost you bear.
Damaged, faulty or incomplete deliveries
Please check your delivery when it arrives. If anything is damaged, faulty or missing, let us know as soon as you can, ideally within 48 hours and with photos of the item and the packaging, so that we can claim from the carrier and send replacement parts quickly. This request does not limit your statutory rights: you can still report a defect later.
Goods that are faulty or not as described are covered by the 2-year statutory guarantee of conformity. You are entitled to a repair or replacement free of charge, including transport, and, where that is not possible, to a price reduction or a refund. In addition, our commercial warranty applies as set out in our Warranty Policy. A faulty product never costs you return shipping.
Exchanges
If you would prefer a different model, withdraw from the original purchase as described above and place a new order. No restocking fee applies. If we sent you the wrong item, we exchange it at our cost.
Repairs after the warranty
Where neither the statutory guarantee nor the commercial warranty applies, we offer a paid repair service. See our Repair & Service page. We always quote before any chargeable work begins.
Good to know
- Please check your delivery address before paying. It can be changed free of charge until the order is shipped.
- Small accessories and spare parts: because returning a small item can cost almost as much as the item itself, we may offer you a partial refund without a return instead. This is only an offer. You keep your right to withdraw and return the item.
- Please include your order number in the parcel, so that we can match the return to your order quickly.
Need help?
Email info@isinwheelscooter.com
Business hours: Monday to Friday, 9:00 am – 6:00 pm (GMT+8). Closed at weekends and on public holidays.
We will respond within 24 business hours.
Trader information is set out on our Legal Notice page.