If you have any questions, please feel free to contact us. For every purchase, we provide our customers with full-service support as our goal is to make our customers completely satisfied with their purchase. (Please note, this policy only applies to items purchased from airwheelfactory.com.)
Return Policy:
If you are not completely satisfied with your purchase, simply contact us at the email address above to request a return or exchange, but please remember the following during the return process:
- Returns must be requested within 90 days of ordering.
- Products must be returned in their original condition.
- Products with scratches or other damage will not be returned.
- If the return is caused by the consumer, the consumer will bear the shipping cost. The specific cost depends on the courier company selected by the consumer.
- If the return is due to our error (for example, the consumer received damaged or incorrect goods), the consumer does not need to bear the shipping cost. (Return shipping charges will be refunded based on valid return receipt)
Refunds:
- If the product received does not match the order or is damaged when received, we guarantee a 100% refund after confirmation of receipt of the returned product.
- If the order has not been shipped and the customer needs to cancel the order for any reason, your refund will be deducted from the 6% handling fee of the order.
- If the product has been received and the customer decides that it no longer needs the product (it is not the seller’s fault), please contact our customer service to apply for a return and refund.
Once we receive your return, you will receive a refund within 7 to 14 business days using the same payment method used for the original purchase. The bank may take some time to process the refund. If you haven't received your refund for a while, please check your bank account again first and contact your credit card company or bank for further verification.
No Exchange:
We do not accept orders or exchange items. If you require a different size, color or product, please return your item for a refund and place a new order at your convenience. Placing a new order now just ensures that you receive it quickly and don't run out of stock.
Cancel Order:
1. If you want to cancel your order for some reason, you must contact us within 5 hours of ordering and the package has not been shipped yet, provide the order number and explain the reason for cancellation.
Our customer service team will do their best to forward your instructions to the warehouse so they can control the fulfillment process and be able to refund you before your package ships. Please note that we are unable to cancel your order once the package is completed and dispatched from the warehouse.
We make every effort to ensure that the products on our website are to your satisfaction. If you have any questions about a product before purchasing, or your item is damaged or defective after use, we have chat support or you can email support@airwheelfactory.com.
Company Information:
- Company Name: Shenzhen Zongheng Times Information Technology Co., Ltd.
- Company Address: Room 301 (306), Block E, Donghaiwang Industrial Zone, No. 369, Bulong Road, Ma'antang Community, Bantian Street, Longgang District, Shenzhen
- Email: support@airwheelfactory.com