RETURN POLICY

Cancellation Policy

You may cancel your order any time before it has been shipped or produced. If you cancel before shipment, you will receive a full refund. Once the order has been dispatched, cancellations are no longer possible.

Returns (if applicable)

We accept product returns. You can request a return within 14 days after receiving the product. To qualify for a return:

  • The item must be unused and in the same condition as when you received it.
  • It must be in the original packaging.
  • A receipt or proof of purchase is required.
  • Please contact our customer service to ensure you send the package to the correct address.

Additional Notes:

  • Custom Orders: Custom or personalized items are not eligible for return or refund under the 14-day policy.
  • Customer Responsibility: If the return is due to customer reasons (e.g., change of mind), the customer is responsible for shipping costs, which will vary based on the courier service chosen.
  • Company Responsibility: If the return is due to our error (e.g., damaged or incorrect items), you will not be responsible for shipping costs.
  • Restocking Fees: A USD 70 restocking fee will be charged for returning a product.

Additional Return Fees (Customer Responsibility):

  1. Return Shipping Cost: The customer is responsible for the shipping fees to return the product from their country to our warehouse. These costs may vary depending on the country and courier service chosen.

  2. Restocking Fee: A USD 70 restocking fee will be charged for the return of any product.

  3. Battery Handling: Due to international shipping regulations, packages containing batteries are generally not accepted by most courier services. If you require assistance arranging a return pickup, we may need to discard the battery and return only the trolley case. As a result, the cost of the battery will be deducted from your refund.

    Refund Policy

    Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, a refund will be processed to your original method of payment. Processing time may vary depending on your payment provider.

    Additional Terms:

    1. Unsuccessful Deliveries:
      If an order cannot be delivered due to customer errors such as failure to assist with customs clearance or providing incorrect address details, we cannot offer a refund.

    2. Airline-Specific Policies:
      Due to varying airline policies regarding carry-on luggage and battery-powered items, we strongly recommend that customers confirm with their airline before traveling whether the suitcase meets carry-on or checked luggage standards.

      • Important Note: We have clearly stated this recommendation on our product page. If a customer does not verify with their airline and the suitcase is confiscated or denied carriage, we cannot provide a refund or compensation for such losses.

    3. Battery Compliance:
      Regulations on battery-powered products vary by country. Customers are responsible for ensuring the product complies with local customs or transportation regulations.

    Late or Missing Refunds (if applicable)

    If you haven’t received a refund yet:

    1. Check your bank account again.
    2. Contact your credit card company, as it may take some time before your refund is officially posted.
    3. Contact your bank, as processing times can vary.

    If you’ve done all of this and still have not received your refund, please contact us at support@airwheel-luggage.com.

    Final Sale Policy:

    • Items purchased on clearance, final sale, or as open-box products are not eligible for returns or refunds.
    • Products with signs of wear and tear, missing components, or not returned in their original packaging will not qualify for a refund.

    For return addresses and further inquiries, please contact our customer service at support@airwheel-luggage.com.