Refund policy

Returns and Refunds Policy

Refund Policy

EU / UK / US / International Returns
At Two Wheels Empire, customer satisfaction is our top priority. If for any reason you’re not happy with your purchase, you can return it within 14 days from the date of receiving the item.

Steps for Returns:

Inform us of your intention to return the item(s) by contacting us at Hi@TwoWheelsEmpire.com or you can request a return via account page.
Once the return is accepted, you can fill out our returns form and include it in the package with your return. You can download our returns form here.
Ensure that the item(s) is unused, in its original condition, with packaging and extras intact.
Ship the item(s) back to the address indicated on the returns form. To protect your user rights, you must provide the tracking number of the return parcel after posting it. Returns without a valid tracking number will not be acknowledged.
Upon receipt and inspection of your return, we will process your refund and keep you informed via email.

Processing and Restocking Fees:

After we've received the returned products, and the refund is issued, please allow up to 1-4 working days for the refund to appear in your account.
If the product was not used and it is in its original condition, a 5% restocking fee will be applied. This helps cover handling and processing cost on our end.
If the product was used, please allow up to 6 weeks for inspection. If the item(s) is not in its original condition, a 5%-20% restocking fee will be applied depending on the item’s condition and product type.

Shipping and Taxes:

Return shipping costs and taxes are the responsibility of the customer. Shipping costs are non-refundable.

Lost Deliveries:

If the delivery to the customer is lost in transit and an investigation is initiated, a refund will only be issued after the investigation is completed. Refunds will not be provided if there is clear proof that the shipping company was not at fault, or if delivery confirmation indicates the item was successfully delivered.

Exchange Policy

Incorrect Purchases:
If you have purchased the wrong item, please contact us for an exchange.

Steps for Exchanges:

Ship the item to us in its original condition with all packaging and accessories intact.
The replacement will be shipped once we receive and inspect the returned item. If the item was used, please allow up to 6 weeks for inspection.
The customer is responsible for covering shipping costs and any price difference between products.
If the item(s) returned is not in its original condition, a 5%-20% restocking fee may apply and will be added as an additional cost before processing the replacement.

Faulty Item Exchange

Faulty items are replaced in accordance with the warranty provided by the manufacturer. Refunds are not accepted for faulty items.

Process for Faulty Item Exchanges:

To confirm the fault, we may request:

Installation evidence (e.g., photos or videos).
Answers to clarifying questions to identify the issue.
Manufacturer involvement, if needed.

The exchange process will only begin once the fault is verified.
If the issue arises from a third-party installation, customers must provide proof that the installation was performed correctly (e.g., pictures).

Shipping and Inspection Costs:

The customer is responsible for shipping faulty items back to us for inspection.
Once we verify the fault, we will cover the shipping cost of a one-time replacement. Economy shipping will be used unless the customer pays for express shipping.
If a product was working correctly upon installation and initial use, it is considered free of manufacturing defects. Any subsequent issues will require inspection by the manufacturer to determine the damage. If the product is eligible for replacement or repair, shipping and repair expenses must be covered by the customer.
If no manufacturing defect is found during inspection and the product is confirmed to be functional, it will be returned to the customer. The customer will be responsible for shipping costs.
If the manufacturer does not approve a replacement and the item requires repairs due to damages caused during use, the customer must cover all repair and shipping costs before any repair work is initiated.
If the customer refuses to pay the repair fees and/or shipping costs for the return of the repaired or replaced item, the used item will be destroyed.

Return Policy for Mechanical Tuning Kits

Warranty for Mechanical Tuning Kits (NLS Components):

12-month warranty for material and manufacturing defects from the purchase date.
Does not cover damage caused by normal wear and tear, incorrect installation, or misuse.
Warranty applies only to the original purchaser.

Exchange for Incorrect Orders:

The product must be returned in new, sellable condition.
The buyer is responsible for shipping costs for both the return and replacement.

Replacement Parts:

All replacement parts from NLS Components are sold separately and are not provided as free replacements for damages caused by accidents or failure to follow the manufacturer’s guidelines.

Customs Taxes and Duties

Two Wheels Empire operates on a Delivered Duty Unpaid (DDU) basis. This means:

Customers are responsible for any import duties, clearance fees, brokerage fees, or additional charges upon delivery.
We stock products in the United Kingdom, Germany, United States, and Australia to reduce import taxes for our clients.

Important Notes:

Customers must take full responsibility for parcels returned to Two Wheels Empire due to unpaid customs charges or ignored/unseen emails from customs offices or chosen carriers.
Any postal charges, returned shipment costs, customs charges, and handling fees will be deducted from the refund or exchange request.

By using our services or purchasing from us, you agree to these terms. If you have any questions, please contact us at Hi@TwoWheelsEmpire.com.

Returns, Refunds, Exchanges, and Replacements under Warranty

Frequently Asked Questions (FAQs)

Can I return a product if I changed my mind after using it?
You have the right to return items within 14 days, but electronic items that have been used are not eligible for a full refund. If the product has been used, it may only qualify for inspection, repair, or replacement depending on the circumstances.
How long do I have to request a return?
You can let us know you’d like to return your item within 14 days of receiving it.
Who pays for the return shipping?
The cost of return shipping is the customer’s responsibility, and shipping fees are non-refundable.
What happens if I don’t provide a tracking number for my return?
Without a tracking number, we won’t be able to acknowledge or process your return, so it’s really important to include one when shipping and also share it with us via email at Hi@TwoWheelsEmpire.com.
I ordered the wrong product. Can I exchange it for the correct one?
Yes, of course! Just make sure the item is unused and in its original condition. You’ll need to cover the return shipping costs and any price difference if needed. Contact us at Hi@TwoWheelsEmpire.com, and we’ll guide you through the process.
Can I exchange a product if it has been used?
Used items may still be eligible for an exchange after inspection. Depending on the condition, a restocking fee of 5%-20% might apply.
What should I do if I think my product is faulty?
Get in touch with us at Hi@TwoWheelsEmpire.com. We’ll ask for photos or videos of the installation and details about the issue. Once we confirm the fault, we’ll guide you through the next steps.
What if my tuning kit worked perfectly at first but then stopped functioning?
If the product worked fine when installed, it’s considered free of manufacturing defects. If it stops working later, it will need to be inspected to understand what happened—whether it’s a material issue or caused by something external.
What happens if no fault is found during inspection?
If the product is working as it should, we’ll send it back to you. In this case, you’ll need to cover the shipping costs.
Who covers the shipping costs for a replacement?
If there’s a confirmed material defect, we’ll pay for the shipping of a one-time replacement using economy shipping. If you prefer express shipping, you’ll need to cover the extra cost.
What happens if I refuse to pay for repairs or shipping?
If repair or shipping fees aren’t paid, we won’t be able to send the repaired or replaced item back, and it will be destroyed.
What’s included in the warranty for mechanical tuning kits?
The warranty covers manufacturing and material defects for 12 months. It doesn’t include damage from normal wear and tear, incorrect installation, or misuse.
Can I exchange a mechanical tuning kit if I bought the wrong one?
Yes, as long as it’s in new, sellable condition. You’ll be responsible for the shipping costs for both the return and the replacement.
Will I have to pay customs fees or import taxes?
Yes. Since we operate on a Delivered Duty Unpaid (DDU) basis, customers are responsible for any extra charges upon delivery. However, UK and EU customers never pay customs taxes. When shipping outside the EU or UK, we always ship from the nearest warehouse to minimize taxes and keep them as low as possible.
What happens if I refuse to pay customs charges?
If customs fees aren’t paid, the parcel will likely be sent back to us at a high cost, or it may be destroyed. In such cases, we won’t issue a refund.
How long does it take to process a refund or replacement?
Refunds typically take 7-14 working days after we receive and inspect the returned item. Replacements for faulty or used items may take up to 6 weeks if inspection is required.

What happens if the shipping company loses my order?
If your parcel is lost in transit, we’ll work with the shipping company to investigate. A refund will only be issued after their investigation is complete.