Return & Refund
The following terms and conditions only apply to orders placed on the INSE website. For orders purchased from other platforms (e.g. Amazon), please follow the Return&Refund Policy of the corresponding platform.
INSE reserves the right to change its payment procedures at any time without prior notice to you.
We aim to provide the best quality product, on-time delivery, and Lifetime limited support. We do ask you, our customers, to keep in mind:
-Vacuum Cleaners
Define a 30-Day Money-Back Guarantee
A 30-day money-back guarantee is only applicable for vacuum cleaners, not for accessories. Within 30 days from the order date: All vacuum cleaners enjoy a 30-day money-back guarantee and we accept the return/refund, except for Special offers/Flash sales/Clearance sales products.
Customers have the right to apply for a return/refund within 30 days after delivery of the product.
Eligible Return/Refund
If the machine is damaged during delivery or quality-related defective within 30 days, please provide the relevant pictures or videos by sending an email to [help@inselife.com] to help us confirm the issue, and after we confirmed, we'll arrange the replacement/return/refund process accordingly.
We will pay for the shipping costs for the return and resend. In addition, if the product cannot be replaced due to production completion or limited products, we may request a refund even if you request a replacement.
Refund requests for the 30-day money-back guarantee expire once opening a warranty claim within 30 days after the date of ordering. It is not possible to process a request for a refund that has expired during this 30-day window. For purchases not made directly through INSE's online stores, please contact the corresponding retailers for help.
Please note: We strictly do not accept change-of-mind returns or exchange requests.
If you insist to return, we totally respect your decision and we always hope we could offer a pleasant user experience to every customer. In this condition, we could accept a return and refund; meanwhile, please understand that:
We deduct 30% of the amount you paid as a restocking fee plus $10 of the original shipping fee. Also, you need to cover the shipping fee for returning.
（There will inevitably be a trace of use after assembly and during the use of the machine. No customer wants a used machine. Thus there will be labor costs in handling the machine, like recycling the machine and recreating a new machine using the material.）
The situation that is not covered
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We do not accept any returned merchandise without an order number and a serial number or shipped out over 30-day from the shipping date.
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Merchandise showing malicious physical damage
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Any other defects that are not caused by workmanship or product quality
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Merchandise that has been excessively worn, used with distinctive marks, and affects the secondary sale
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Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
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Any defects or damages caused by normal wear and tear, accidents, improper installation or maintenance, misuse (including failure to follow product documentation), neglect, disassembly, alterations to the hardware or supporting setting files, and external causes such as, but not limited to, natural disaster, water damage, extreme thermal or environmental conditions
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Any defects caused by transportation or loading during returning voyage
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Lost or stolen products are out of warranty
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Items that have expired their warranty period are not acceptable for a return&refund
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Free products are not acceptable for any return or refund
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Repairs through 3rd parties are not acceptable for any return or refund
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Purchases from illegitimate resources are not acceptable for any return or refund
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Counterfeit machines are not eligible for an INSE return and refund.
Return
Customers take responsibility for the returned items. To get a refund, you need to make sure that the returned item is returned to the correct address, and we suggest: Do not return the item yourself back to the manufacturer before we give the correct return address. Otherwise, we will not take any responsibility and cannot make a refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We have several overseas warehouse addresses in the United States. In order to speed up the progress of your return and refund, you can choose to ship back the goods to the nearest overseas warehouse address provided by us. Or please send it back to the address where the support staff offers.
After confirming that the returned product arrives, we would check it out and if it is damaged on the way, our warehouse refuses to accept it and we refuse to refund. If it is in the original condition after checking, we will process the refund.
Refund
Once the returned item arrives back in INSE’s warehouse for inspection, the refund process will begin.
Your refund will be processed within 2-3 workdays once the returned item is received and processed. It may take 5-10 workdays for funds to settle depending on the payment used and the practices of your financial institution to receive the credited funds.
Refunds will only be issued to the original credit card or other paying methods like PayPal that you use when placing your order. INSE reserves the right to change its payment procedures at any time without prior notice to you.
We can only refund those canceled orders, orders that haven't been shipped, or orders that the product has been returned and received in a good condition.
We reserve the right to include a restocking fee, which would be deducted from your refund. Unless otherwise stated, shipping and handling charges are not refundable. You shall bear all expenses related to shipping charges on machines and/or parts. Original shipping costs will be deducted from any refund amount except in the case of a Defective Product.
Shipping Costs Must be Covered By Buyer In the Following Situations:
- returning items claimed to have defects but found by INSE Quality Control to be in working condition
- Returning defective items in international shipping
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
Exchange
For purchases made on inselife.com, INSE does not offer exchanges unless the machine was damaged in transit. Machines are covered under warranty service with repair and servicing support.
If the item you received is damaged, missing parts, or not what you ordered, please contact us to request a refund or a replacement.
-For accessories, Parts, Cleaning Tools
Not applicable for any return or exchange.
Within 7 days from the order date:
If received a defective accessory, parts, or cleaning tool, and reported it to us within this period, we would provide a replacement or a refund
After 7 days from the order date:
We do not accept any refund requests. Or you could keep it after we deduct 30% of the amount you paid as a handling fee plus $5 of the original shipping fee.
All INSE vacuum cleaner products have a one-year warranty. For more detailed information, please see the Warranty Policy page. This policy is not to be confused with the manufacturer's warranty which continues even after this 30-day return policy expires.
If you’re experiencing a problem with ANY INSE products ordered on the INSE website, please contact us at help@inselife.com
-FAQ about Return&Refund Policy
Q: Can I cancel my order?
To cancel the order, please contact our customer service department [help@inselife.com] to check the status of your order, if your order was canceled successfully, we will begin the refund process in 2-3 workdays.
If your product has not been shipped out from Our Factory, we allow you to cancel the order.
If your product has been shipped out from Our Factory, we will not be able to cancel the order for you, because it is no longer operable and we cannot intercept the product.
Q: Why haven't I received my refund yet?
If you are eligible for a refund, and we've already sent you an email confirming the refund process is complete, but you still haven’t received a refund yet, please first check your bank account again.
Then contact your credit card company/bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at help@inselife.com
Q: How do I start a return process?
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Contact help@inselife.com to get help first
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Make sure the merchandise is in original factory condition and must include all original packaging materials, warranty cards, manuals, and accessories.
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Offer the serial number of the machine and the order number to us
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Ship your package back to the address we sent to you
NOTE: Please expect 1-2 weeks to receive your refund after the returned goods are shipped out.
Q: What if I forget my order number?
If you are unable to find your order number, INSE will work with you to find order reference details when possible. Please contact us in priority.
Q: Do I need to return the free gift or accessory that I received with my order if I return the qualifying purchased item?
All INSE gifts with purchase items must also be returned if you are returning the original qualifying product.
Q: What if my machine has been damaged after delivery?
It is suggested to take photos or videos before you return the goods, and we'll handle this issue after receiving the goods.
Q: What if I no longer have the original packaging, accessories, manuals, or parts?
We accept returns that are in their original pre-use state. If you have any questions on if your machine will be accepted, please contact our customer support so we can help.
Q: What happened to my refund if I used a bundle discount?
When the Refund Product was purchased together with other Products that resulted in a bundle discount, the bundle discount will be immediately void upon refund. The discount amount of other Products will be revoked and deducted from the refund amount You ultimately receive. This policy applies to any kind of bundle discounts including but not limited to gift cards, free gifts, quantity purchases, etc.
Q: What should I do if I receive a defective/second-hand product?
It is suggested to take a video of the whole procedure as a backup when you sign for the package, especially for the items that are valued at a relevant high price. Then contact us if you encounter any problem with the package you receive, and we'll help you solve it accordingly.