Return & Refund Policy

Policy Overview

This Return & Refund Policy applies only to products purchased from WHEELTOP's official website (wheeltop.com). The English version is the governing language; other translations are for reference only.
By using your WHEELTOP product, you agree to these terms. If you disagree, please refrain from using the product.

Eligible Regions

14-Day Return & Refund Policy applies to these countries/regions:
Germany, Spain, Italy, France, Austria, Belgium, Netherlands, Ireland, Poland, Luxembourg, Denmark, Portugal, Czech Republic, Slovakia, Slovenia, Hungary, Croatia, Romania, Bulgaria, Sweden, Finland, Latvia, Lithuania, Estonia, Greece, Cyprus, Switzerland, Norway, United Kingdom, Australia, Canada, Singapore, Malaysia, Japan, Philippines, Hong Kong SAR, Macau SAR, Taiwan.
Purchases from other channels must contact the original seller for returns. This policy does not apply to countries or regions not listed above.

Key Notes

  1. No exchanges
    We do not offer exchange service, if you purchase a wrong product, you will need to apply a return and refund, then purchase a new product.
  2. Address errors
    1. If the product is returned because you filled in an incorrect address, and you apply for a refund, we will deduct the cost of shipping and returning the goods and transaction fees from the refund.
    2. If the package is lost due to the wrong address, all losses will be borne by you.
    3. We don't accept PO. BOX as delivery address. Please do not fill in a PO.BOX address.
  3. Return Charging
    Please note that returns that are not caused by quality issues will incur logistics fees and transaction fees for the returned products, which will be deducted from your final refund. The specific cost details can be found in the table below.
  4. Please follow our return procedure to return the product
    We will refuse to refund packages that do not meet the return conditions, and if you need us to return the returned package, you need to bear the shipping costs yourself.
  5. Confirming with us before you ship your product
    Do not ship the product without confirming with our customer service team. If you ship the product without confirmation, any losses caused will be borne by you.

Cancel the order

  1. For in-stock products
    1. You can request to cancel your order and apply for a refund within two hours after placing your order. If you are within this timeframe, please contact service@wheeltop.com for processing.
    2. If the order is canceled after 2 hours of placing the order and the order has not been shipped out, please note that we will charge a transaction fee for the refund (transaction fees vary by country and platform, please refer to the sheet below).
    3. If the product has already been shipped, we are unable to cancel the order. You will need to apply for a return and refund after receiving the product. Please note that both the shipping costs and the transaction fee (transaction fees vary by country and platform, please refer to the sheet below) will be deducted from your refund.

  1. For pre-order products:
    1. You can request to cancel your order and apply for a refund before the product is shipped or before the specified delivery date. If you are within this timeframe, please contact service@wheeltop.com for processing. However, please note that order cancellations must comply with the specific instructions provided on the respective preorder product page.
    2. If the product has already been shipped, we are unable to cancel the order. You will need to apply for a return and refund after receiving the product. Please note that both the shipping costs and the transaction fee (transaction fees vary by country and platform, please refer to the sheet below) will be deducted from your refund.

You can apply for a return if you meet the following conditions

√ Within 14 natural days from 0:00 on the day after the customer receives the goods, the product packaging, accessories, gifts, and instructions are complete, and there is no human damage. The product has not been installed on the frame, which does not affect secondary sales.
√ Within 14 natural days from 0:00 on the day after the customer receives the goods, non-human damage to the product is found.

We have the right to refuse customers' return requests in the following situations

× Those who exceed 14 natural days from 0:00 on the day after receiving the goods.
× The returned items are incomplete, the outer packaging, accessories, gifts, instructions are incomplete, or the appearance is damaged due to artificial reasons.
× Collisions caused by non-product quality problems, as well as product quality problems caused by unauthorized modification, foreign objects (water, oil, sand, etc.), incorrect installation, and failure to use and operate according to the instructions.
× Tear up, alter labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.
× Products damaged due to unavoidable factors such as fire, flood, lightning strike, traffic accident, etc.
× After contacting WHEELTOP to confirm the return service, the corresponding item was not shipped within 7 natural days.
× The tracking number was not provided to WHEELTOP before the returned package was delivered (only applicable if you are required to return the item yourself).

Shipping fee for different countries/regions

Returns caused by non-product quality issues

Country/Region
Shipping Fee
Return receiving area (contact customer service for specific address)
Spain
20-30 EUR/Unit
Germany
Germany
10 EUR/Unit
Germany
France
20-28 EUR/Unit
Germany
United Kingdom
32-40 EUR/Unit
China
Canada
15-25 EUR/Unit
Canada
Australia
25-35 EUR/Unit
Australia
Poland
15-25 EUR/Unit
Germany
Czech Republic
25-35 EUR/Unit
Germany
Switzerland
60-80 EUR/Unit
China
Singapore
40-60 EUR/Unit
China
Philippines
30-40 EUR/Unit
China
Malaysia
40-50 EUR/Unit
China
Japan
35-50 EUR/Unit
China
Norway
75-100 EUR/Unit
China
European Union countries not on this tablet
15-40 EUR/Unit
Germany


Returns caused by product quality issue

Country/Region
Return logistics fee
Return receiving area (contact customer service for specific address)
Spain
0 EUR/Unit
Germany
Germany
0 EUR/Unit
Germany
France
0 EUR/Unit
Germany
United Kingdom
0 EUR/Unit
China
Canada
0 EUR/Unit
Canada
Australia
0 EUR/Unit
Australia
Poland
0 EUR/Unit
Germany
Czech Republic
0 EUR/Unit
Germany
Switzerland
0 EUR/Unit
China
Singapore
0 EUR/Unit
China
Philippines
0 EUR/Unit
China
Malaysia
0 EUR/Unit
China
Japan
0 EUR/Unit
China
Norway
0 EUR/Unit
China
European Union countries not on this tablet
0 EUR/Unit
Germany


Transaction fees for different payment

Payment Method
Transaction fees
Country/Region
PayPal
4.4%
All
Klarna
3.19%/5.19%
3.19%：
Sweden, Norway, Finland, Germany, Netherlands, Austria, Denmark, Belgium, Switzerland

5.19%： France, Italy, Czech Republic, United Kingdom, Ireland, Poland, Greece, Romania, Portugal, Spain, Slovakia
Credit Cards
3.4%
All


How to return and refund

  1. Submit Your Request
    Contact us within 14 natural days from 0:00 on the day after receiving the goods of receiving the product at service@wheeltop.com with the following details:
    ✓ Order number
    ✓ Serial number (printed on the front/rear dial, numeric only)
    ✓ Proof of issue (photos/videos if applicable)
    ✓ Your current shipping address
  2. Review & Response
    We will respond within 2 business days and may request additional information (e.g., unboxing video, test reports).
  3. Return Shipping Arrangement
    If approved, you will return the product under one of these options:
    Option 1: Prepaid Shipping Label (if available in your region)
    ✓ We will email you a prepaid return label and instructions. 
    Option 2: Self-Arranged Return (if prepaid label is unavailable)
    ✓ Ship the product at your own cost. After inspection, we will reimburse reasonable shipping fees (within our specified limit).
  4. Self-Arranged Return Requirements
    If you ship the product yourself, email the following within 24 hours of dispatch:
    ✓ Tracking number & link
    ✓ Shipping receipt/invoice
    ✓ Package weight & dimensions Failure to provide these may delay reimbursement or complicate lost package claims.
  5. Inspection Process
    Once received, our warehouse will inspect within 2–7 business days, checking:
    ✓ Package condition
    ✓ Product functionality & accessories
    ✓ Eligibility for refund/replacement
  6. Refund Processing
    Upon approval:
    ✓ Refund is initiated within 5 business days, with email confirmation.
    ✓ Allow up to 15 days for the refund to reflect in your account (processing times vary by bank/payment provider).
    If not received after 15 days, contact your bank before reaching out to us.


Late or missing refunds (if applicable)

If you have not received a refund after 15 business days, first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us at service@wheeltop.com


Contact us

If you have any questions about this policy, please email service@wheeltop.com


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