Return & Refund Policy

How to Request a Return

1. Step 1

   Submit Your Request

   Please contact us within 30 days of delivery and provide your order number, the serial number (if applicable), proof of the issue such as photos or videos, and your current shipping address.

2. Step 2

   Review and Return Arrangement

   We usually respond within 2 business days and 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.

3. 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.

   Warehouse inspection usually takes 2 to 7 business days after the item is received. If approved, the refund is usually initiated within 5 business days. Please allow up to 15 days for it to appear in your account.

Return Conditions

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.

Return Costs and Fees

• Faulty or Incorrectly Supplied Items

  We bear applicable return costs for defective or incorrectly supplied goods under your statutory rights.

• 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.

• Transaction Fee

  Where applicable under the refund and cancellation rules described in this policy, a PayPal transaction fee of 4.4% may be deducted, where lawful. It is never deducted from an EU statutory withdrawal refund.

• 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.

• P.O. Box Addresses

  We do not accept P.O. Box addresses for delivery or return handling.

• 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.

Before You Send Anything Back

• Approval 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.

• Where to Send a Return

  Return addresses are not published. Once your return request is approved, our team will email you the return address or a prepaid return label for your region. Please do not send anything back before you receive this confirmation.

• Scope of This Policy

  This policy applies only to purchases made directly through Aoeagle.

  If you purchased from our eBay store, your return is handled through eBay's return process; please contact us through eBay messages. If you purchased a product through any other marketplace, reseller, dealer, or third-party sales channel, please contact the original seller for return, refund, or after-sales support.

Order Cancellation

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.

• I haven't received my refund yet. What should I do?

  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 at support@aoeagle.com.

European Union Consumers: Statutory Right of Withdrawal

This section takes priority over any conflicting conditions on this page, in our Terms of Service or on a product page. It applies to consumers entitled to EU withdrawal rights purchasing directly from Aoeagle. Our additional 30-day commercial return policy remains available and does not replace or restrict your statutory rights.

• When You Can Withdraw

  You may withdraw without giving a reason before delivery and until 14 days after you, or a person you nominate other than the carrier, receive the goods. For one order delivered separately, the period runs from receipt of the last item. If the deadline falls on a weekend or public holiday, it extends to the next working day. Dispatch, pre-order status and selection of a standard size, colour or component option do not by themselves remove this right.

• How to Notify Us

  Send a clear statement that you wish to withdraw to support@aoeagle.com, including your name and enough information to identify your order. You may use the optional form below, but it is not mandatory. Sending your statement before the deadline is sufficient. You do not need to give a reason, supply defect photos or videos, or obtain our approval for your withdrawal to take effect. You can also access your order through your customer account. If an account option is unavailable, contact us by email without waiting for it to become available.

• Returning the Goods and Return Costs

  Send the goods back without undue delay and no later than 14 days after notifying us of withdrawal; dispatch within that period is sufficient. For a change-of-mind withdrawal, you bear the direct return shipping cost only where we informed you of that cost responsibility before purchase. Returns are sent to Guangzhou, China, at the address below unless we provide another return address. Contact us for suitable shipping instructions, particularly for batteries; this does not make prior approval a condition of withdrawal or shorten your deadline. We bear applicable return costs for defective or incorrectly supplied goods under your statutory rights.

• Condition of Returned Goods

  You may examine the goods as needed to establish their nature, characteristics and functioning. Opening packaging or installing a component does not automatically remove your withdrawal right. Where legally permitted, you are responsible only for actual diminished value caused by handling beyond what is necessary for that examination, such as riding use or installation damage. Please include the supplied accessories and protect the goods in transit; original packaging is helpful but is not a blanket condition of statutory withdrawal.

• Refunds

  We reimburse you without undue delay and within 14 days after being informed of your withdrawal. For returned goods, unless we offered to collect them, we may withhold reimbursement until we receive the goods or you supply evidence that you sent them back, whichever is earlier. For withdrawal from the entire order, reimbursement includes the cost of our least expensive standard delivery option; an extra amount you chose to pay for premium delivery is not refundable. We use the original payment method unless you expressly agree otherwise, without a refund fee. No PayPal transaction fee, cancellation fee or restocking fee is deducted from a statutory withdrawal refund.

• Exceptions and Other Rights

  Only an applicable statutory exception can exclude withdrawal, such as genuinely personalised goods made to your specifications. Standard bicycle components, replacement batteries, ordinary product options, pre-orders and discounted goods are not excluded merely for those reasons. Any applicable product-specific exception must be disclosed before purchase. Your mandatory rights for faulty, misdescribed or non-conforming goods remain unaffected, including beyond the commercial 30-day return period.