Refund Policy
This Return & Refund Policy applies only to products purchased directly from Aoeagle. In the event of any inconsistency or dispute, the English version shall prevail. By purchasing from or using products sold through our website, you agree to the terms set out below.
1. Return Window
We offer a 30-day return policy, which means you must request a return within 30 days after receiving your item.
Return requests submitted after this period may not be accepted.
For customers whose orders are delivered to the European Union, a 14-day cooling-off period may apply in accordance with applicable EU consumer protection laws. Any returned item must still meet the eligibility requirements set out in this policy.
2. Scope of This Policy
This policy applies only to purchases made directly through Aoeagle.
If you purchased a product through a marketplace, reseller, dealer, or any other third-party sales channel, please contact the original seller for return, refund, or after-sales support.
3. Important Notes
3.1 No Direct Exchanges
We do not offer direct product exchanges. If you ordered the wrong item, you must first apply for a return and refund, and then place a new order separately.
3.2 Incorrect Address Provided by the Customer
If a delivery or return issue is caused by an incorrect address provided by the customer, shipping charges, return-related costs, and the applicable PayPal transaction fee may be deducted from the refund.
If a package is lost due to an incorrect shipping address, the resulting loss shall be borne by the customer.
3.3 P.O. Box Addresses
We do not accept P.O. Box addresses for delivery or return handling.
3.4 Non-Quality-Related Returns
For returns that are not caused by a product quality issue, applicable logistics costs and the PayPal transaction fee may be deducted from the final refund amount.
4. Before You Send Anything Back
You must contact our customer service team and receive return approval before sending any item back.
Returns sent without prior authorization may be refused or may not qualify for refund processing.
If a returned package does not meet the conditions set out in this policy, we reserve the right to reject the refund.
If you request that a non-compliant returned package be shipped back to you, the reshipping cost will be your responsibility.
5. Order Cancellation
5.1 In-Stock Products
For in-stock products, you may request order cancellation and a refund within 2 hours of placing the order.
If a cancellation request is submitted after 2 hours and the order has not yet shipped, the applicable PayPal transaction fee may be deducted from the refund.
If the order has already shipped, it can no longer be cancelled. In that case, you may apply for a return after delivery, and shipping costs together with the applicable PayPal transaction fee may be deducted from the refund.
5.2 Pre-Order Products
For pre-order products, you may request cancellation before the product has shipped or before the announced delivery date, subject to the instructions shown on the relevant product page.
If a pre-order item has already shipped, it cannot be cancelled and must follow the standard return procedure after delivery.
6. Return Eligibility
You May Be Eligible for a Return If:
The return request is submitted within 30 days of delivery. The product, packaging, accessories, gifts, and manuals are complete. The product has not been installed on a bicycle frame and remains in resaleable condition. A non-human-caused product defect is identified within 30 days of delivery.
We May Refuse a Return If:
The request is submitted after the 30-day return period. The returned item is incomplete or shows cosmetic or physical damage caused by human factors. The issue results from unauthorized modification, foreign substances, improper installation, misuse, or failure to follow product instructions. Labels, serial numbers, waterproof marks, or anti-counterfeit markings have been altered, damaged, or removed. The item has been damaged by force majeure or external events such as fire, flood, lightning, or traffic accidents. After return approval has been granted, the item is not shipped within 7 days. Where a self-arranged return is required, the tracking number is not provided before the returned package is delivered.
7. Transaction Fees by Payment Method
Where applicable under the refund and cancellation rules described in this policy, the following transaction fee may be deducted:
Payment Method Transaction Fee Applicable Regions
PayPal 4.4% All regions
8. How to Request a Return and Refund
Step 1: Submit Your Request
Please contact us within 30 days of delivery.
Please provide:
Your order number The serial number, if applicable Proof of the issue, such as photos or videos Your current shipping address
Step 2: Review and Return Arrangement
We usually respond within 2 business days.
We may request additional supporting materials, such as unboxing videos or test information.
If your request is approved, we will advise whether a prepaid return label is available.
If no prepaid return label is available, you will need to arrange the return shipment yourself.
Step 3: Inspection and Refund
If you arrange the return shipment yourself, please email us the tracking number, tracking link, shipping receipt, parcel weight, and parcel dimensions within 24 hours after dispatch.
After the returned item is received, warehouse inspection usually takes 2 to 7 business days.
If approved, the refund is usually initiated within 5 business days.
Please allow up to 15 days for the refund to appear in your account.
9. Return Address
Approved returns must be sent to the designated regional warehouse based on your location. Please do not initiate any return without prior confirmation from our customer service team.
Returns must be sent back to Guangzhou, China. Here is the return address:
Consignee: YUAN JINGLING
Address: Room 602, Building 26, Jinlongcheng Caifu Plaza, Dalong Street, Panyu District, Guangzhou, Guangdong 511450, China (P.R.C.)
Phone: +86-185-2078-2775
Note: For privacy and delivery accuracy, this phone number is provided for courier/logistics use only.
10. Late or Missing Refunds
If you have not received your refund after 15 business days, please first check your bank account and then contact your credit card company or payment provider. Refund posting times may vary.
If you have done so and still have not received your refund, please contact our support team through Aoeagle.
Frequently Asked Questions
Can I return a product because I ordered the wrong item?
Yes, provided the product meets the return conditions and the request is submitted within the applicable return window. However, we do not offer direct exchanges, and non-quality-related costs may be deducted from your refund.
Do I need approval before mailing the return?
Yes. Returns sent without prior confirmation may be refused or may not qualify for refund processing.
What happens if I use the wrong return address or omit key shipping information?
Any loss, delay, or additional expense caused by incorrect return details, missing tracking information, or courier-related handling issues may affect reimbursement and will not be automatically covered.