Refund policy

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.

30-Day Hassle-Free Returns

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.

Before you place your order, please double-check the product and quantity you are purchasing, and whether the shipping address is correct, because we do not accept order changes or refunds without reason once our orders have been shipped.

Returns Will Not Be Accepted in the Following Cases:

  • Items that show signs of use, wear, damage, dents, or scratches.
  • Items that are missing the original manual, warranty information, or accessories, if applicable.
  • Items with obvious signs of wear or use.
  • Free gifts that have been used or are not returned when required.

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

For Product Manufacturing Defects

If the product has a manufacturing defect, please contact our customer service team to start the return process. We will provide you with a prepaid shipping label by email. Please print the label and use it to return the required item(s) to iWALK.

Products Without Manufacturing Defects

For products without manufacturing defects, you will be responsible for the return shipping costs. Return shipping fees are non-refundable.

If the value of the returned item(s) exceeds $39, please consider using a trackable shipping service or purchasing shipping insurance. Otherwise, iWALK cannot guarantee the successful delivery of the returned item.

Important Reminder

Please do not send your return to the original shipping address unless instructed by our customer service team. Please contact us first to obtain the correct return address. Sending a return to the wrong address may affect the processing of your return.

Returned items must be kept in their original, unused condition and returned with the original packaging. iWALK does not accept returns for items that have been used, worn, damaged, cleaned, or altered in any way.

If you receive a damaged or 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 non-iWALK products accidentally included in a return package.

Please note that the above return and warranty policy only applies to products purchased on iwalkmall.com.

How to Initiate a Return?

Return Process

1. Contact the iWALK Customer Service Team

Send an email to service@iwalk.net to obtain the return address or a prepaid shipping label, if applicable.

Please include your order number and the reason for your return.

2. Ship the Product

If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or incorrect, the consumer is not required to bear the shipping fee for this reason.

3. Pack the Product Properly

Please pack the product securely to reduce the risk of damage during transportation. After the package has been delivered, please inform us by email and provide the tracking information, if available.

4. Refund Processing

iWALK will process the refund within 3 business days after receiving the returned item.

The refund will be issued to your original payment method, such as PayPal, credit card, or debit card.

Please note that the refund may not appear on your credit card or bank statement until the next billing cycle, depending on your payment provider.

Replacement products are subject to product availability.

For returned products, defective products will be fully refunded. For non-defective products, the refund does not include original shipping fees, handling fees, or return shipping costs.

How to Return Multiple Products from One Order?

If you need to return multiple products from the same order, please follow the normal return process and contact our customer service team to confirm which products you are returning.

You can then send the products you wish to return according to the instructions provided by our customer service team.

How Are Discounts and Products Participating in Promotions Handled?

Because the product you purchased may have been purchased using a discount or as part of a promotion, we cannot refund the product based on its regular price.

The remaining amount after deducting applicable discounts and non-refundable shipping costs will be refunded to you after you complete the return process according to our requirements.

How Long Does the Return Process Take?

The return time depends on the shipping carrier and the shipping method you choose. Please refer to the estimated delivery time provided by your selected shipping carrier.

Once the returned item is received and inspected, iWALK will process the applicable refund or replacement within 3 business days.

What Compensation Can You Receive for a Return Caused by Our Issue?

If a product is returned due to a manufacturing defect, our customer service team will provide you with a 15% discount coupon as a courtesy.

Replacements

What Should You Do If Your Package Is Missing Products?

Please check the quantity and contents of your package when you receive your order.

If you find that one or more products or accessories are missing, please contact our customer service team immediately. We will verify the shipment and arrange to resend the missing products.

Please note that this policy is only valid for 3 days after delivery.

How Are Shipping Costs for Replacement Products Handled?

If the replacement is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or incorrect, the consumer is not required to bear the shipping fee for this reason.