Relevant standards for returns

We hope you like your iWALK products, but in case you are not 100% satisfied, we have made the return and exchange process super easy.

How long does it have to be returned or exchanged?

You can return the purchased product within 30 days after receiving it to get a full refund or replacement of the purchase price. Depending on the availability of products, goods may be exchanged for equivalent goods.

No returns will be returned in the following cases:

Items with traces of use, wear, damage, dents, scratches, no manual (if applicable), warranty, accessories, etc.

Items with obvious wear or traces and free gifts cannot be returned.

Once the returned item arrives at the iWALK warehouse for inspection, the refund process will begin.

To start the return process, please contact our customer support team. Please include the following information:

– Order number

– Proof of purchase

– Videos or photos of defective products (if applicable)

– Complete delivery address

– Contact phone number

Return freight

1.For product manufacturing defects

You will be responsible for paying the freight related to the returned product.

Please contact our customer service staff to start the return process. We will provide you with a prepaid shipping label by email. Print this label and use it to return the necessary items to iWALK.

2.Products without manufacturing defects:

You will be responsible for paying the freight related to the returned product. Freight is non-refundable.

If the shipment exceeds $39, please consider using the tracking delivery service or purchasing shipping insurance. Otherwise, iWALK cannot guarantee the successful return of the item.

Important reminder:

Please do not provide your address on the package. Doing so may affect the return process of your return.

The returned items must be kept in the original, unused state and with the original packaging. iWALK does not accept returns that have been worn, damaged, cleaned or changed in any way.

If you receive a damaged/defective product, please contact iWALK customer service within 24 hours of receiving the product.

Please check your return carefully before shipping. iWALK does not assume any responsibility for the return of non-iWALK products.

Please note that the above warranty policy only applies to products purchased on iwalkmail.com

How to initiate a return?

Return process

1. Contact the iWALK customer service team by sending an email to service@iwalk.com to get the return delivery address or prepaid delivery label (if applicable to your case).

Please indicate your order number and the reason why you want to return it.

1. Please choose your preferred logistics company or prepaid shipping label at your own expense to mail the package (if applicable).

1. Pack the product correctly to reduce potential damage during transportation. Please inform us by email after delivery.

1. iWALK will process the refund within 3 working days after receiving the returned item. Until the next billing cycle, the refund may not appear on your credit card statement.

Replacement and replacement are subject to product availability

The refund will be issued according to your original payment method (PayPal, credit card, debit card, etc.)

For returned goods, defective products will be fully refunded. For non-defective goods, the refund does not include all freight and handling fees, including the return fee.

How to return multiple products for one order and individual products?

You can refer to the normal return process and contact our customer service team to ensure that the product you return is correct; then you can send the product you want to return.

How to return the discount and the products participating in the discount during the event?

Because the product you purchased participates in some kind of discount, we can’t refund you according to the daily price of the product. The remaining amount after deducting the freight will be refunded to your account after you follow the requirements of the return process.

How long is the return cycle and how to decide?

The time of the return cycle is determined by the freight company. Please refer to the reply of the freight company of your choice for the specific time.

What kind of compensation can you get for the return of goods caused by our problem?

If the product is returned due to manufacturing defects, our customer service team will send you a 15% discount coupon.

Reissue problem

What should you do if your package lacks other products ordered?

Please be sure to check the quantity while signing for the express delivery. If you find that there are one or more products and accessories missing, please contact our customer service immediately. We will verify the express delivery and reissue the missing products; please note that this clause is only valid for 3 days after signing.

How to deal with the freight of the reissued product?

If it is the negligence of the iWALK warehouse, the product is missed. The reissued freight will be borne by us.