Replacement & Return Policy

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

Replacement

At Tokyowheel, our goal is to deliver the best customer service possible. All wheels purchased from the www.tokyowheel.com website are covered under the Replacement Policy.

• If any manufacturing defect occurs within 65 days of the date of being received, Tokyowheel is obligated to replace the rim(s) and pay for the shipping cost. If any manufacturing defect occurs after 66 days and up to 3 years, Tokyowheel is obligated to replace the rim(s), and the customer is responsible for the shipping costs.
•  Any problem found on the warranty replacement product should be claimed at adam@tokyowheel.com within 7 days after the replacement is received, otherwise, the replacement is viewed as settled. The warranty period applies to the original purchase date and does not reset with a replacement rim or wheel.
• In principle the replacement only allows for the same rim or wheel that you had purchased. If we no longer make the rim you purchased we’ll upgrade you to the newest equivalent model at no extra cost.
• Vulnerable parts such as bearings, valves, quick releases, freehub bodies, components of the freewheel system, and brake pads are not covered.
• Improper assembly or maintenance; Installation of parts, accessories, or tires that are not originally intended for, or compatible with, the rims/wheels as sold; Damage or failures caused by a crash, accidental damage, misuse of the product, non-compliance with manufacturer specifications of usage, or any other fractious reasons are not covered.

* A valid proof of purchase, pictures of the damaged wheels, and the serial number(s) under the rim tape must all be submitted.

Returns (if applicable)

We accept return of products. Customers have the right to apply for a return within 65 days after delivery the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address. 

Notes

Custom-order or personalised items do not have a right to 65 days refund.
If the return is caused by the consumer, 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 not correct, the consumer is not required to bear the shipping fee for this reason.(Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.)

No restocking fee to be charged to the consumers for the return of a product.;

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15 days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you’ve done all of this and you still have not received your refund, please contact us at adam@tokyowheel.com.

Please contact our Customer service at adam@tokyowheel.com to get the return address.