1When you can cancel

You can submit a withdrawal request at any time after placing your order. You do not have to wait for delivery, and you do not have to give a reason. Art. 9

The 14-day clock starts the day you (or someone you nominated to receive the goods) physically take possession of the package.

2What happens once FedEx has picked up

FedEx packages cannot realistically be recalled or intercepted in transit. Once your parcel leaves our Singapore warehouse with FedEx, it will be delivered to you — regardless of whether you've submitted a cancellation request.

So there are effectively just two scenarios:

In short: once the package leaves our store, you become responsible for shipping it back to us. There is no FedEx recall option, and refusing the FedEx delivery does not help — the parcel still has to physically return to Singapore at someone's cost.

3What we refund — and what you pay

Inlinex ships to EU markets DDU (Delivered Duty Unpaid). That means at checkout you paid us for the product and shipping only. Customs duties and VAT are collected separately by your local FedEx courier on delivery. This shapes the refund:

In short: Inlinex refunds the full amount you paid us (product + shipping). The duties/VAT you paid your courier on delivery are between you and your EU customs authority — they're typically recoverable on re-export but the process and timeline depend on your country.

4The 14-day timeline

Both you and we are bound by 14-day windows. Here's the sequence:

5Condition of the goods — what's acceptable

EU law allows you to handle the goods only to the extent necessary to establish their nature, characteristics, and functioning — the same as you would in a physical store. Anything beyond that, you are liable for the diminished value. Art. 14(2)

For inline skates, here's the line, with the typical refund impact:

Helmets, pads, and any worn protective gear: returns accepted only if seals are intact and product is unworn. Once worn (sweat contact), they are non-resellable for hygiene reasons and the right of withdrawal under Article 16 does not apply.

6Inspection & value-reduction deduction

When your returned goods arrive at our Singapore warehouse, we follow a documented inspection process to determine your refund amount:

Typical value-reduction guideline — case-by-case, but as a reference:

• Box opened, otherwise as-new: 0% deduction — full refund
• Tried on indoors briefly, no wheel marks: 0–10% deduction
• Visible wear on wheels / scuffs on boot / liner depression: 30–50% deduction
• Skated outdoors / heavily used / non-resellable as new: 70–100% deduction — refund may reduce to near zero based on residual resale value. We still accept the return; the goods become Inlinex property after refund is processed.
• Missing parts, packaging, accessories, or manuals: deduction equal to their replacement cost
• Damaged on return shipping due to inadequate packaging by you: repair / replacement cost deducted

Important: By submitting a withdrawal request, you acknowledge and accept these inspection and value-reduction terms. We act in good faith and document every decision photographically.

7Anti-fraud measures

To protect both legitimate customers and Inlinex from abuse, we apply the following:

• Serial number tracking: every skate (and most frames/wheels) ships with a unique serial number that we photograph and log against your order. The returned product's serial must match. Mismatched serial = return refused, goods returned to you at your cost.
• Pre-shipping photo evidence: we photograph every order in its full as-new state immediately before handing to FedEx. These photos are the baseline against which returns are inspected.
• Return tracking required: you must use a tracked, insured courier for your return shipment. We are not responsible for goods lost in return transit if no tracking is provided.
• Suspected fraud (swap-and-return, counterfeit goods, deliberately damaged claims, etc.) is referred to local authorities and may result in a permanent ban from our store. Repeat offenders are reported to Shopify's cross-merchant fraud network.
• Bulk / commercial returns: the EU right of withdrawal applies to consumers only. If we determine you are purchasing for resale or commercial use (multiple identical items, business address, etc.), the right does not apply.

8Excluded items — right of withdrawal does not apply

Under Article 16 of the Consumer Rights Directive, the right of withdrawal does not apply at all to certain product categories. For these items, we can refuse the return entirely — not just reduce the refund.

• Custom-built skates / personalized configurations Art. 16(c) — if we built it to your specific spec (mixed frame + boot + wheel set as a one-off, custom liner mould, engraved/painted parts).
• Sealed hygiene items if unsealed Art. 16(e) — helmets, mouthguards, pads, mouth-fit liners. Once the factory hygiene seal is broken or the item shows sweat/skin contact, it is non-resellable for health reasons and cannot be returned.
• Made-to-measure apparel Art. 16(c) — custom-sized or custom-printed jerseys, suits, or shorts.
• Downloadable digital content Art. 16(m) — once download has started.

Wheel security tape: all skates and wheel sets ship with factory or Inlinex-applied tamper-evident security tape sealing the wheels in their as-new state. If the tape is broken on return, it is treated as conclusive evidence of use beyond what is necessary to establish the product's nature (Article 14(2)) and the diminished-value deduction in Section 6 applies in full. Broken tape on hygiene items (helmets, pads, mouth-fit liners) is also treated as the sealed-hygiene exclusion above.

For standard catalog items returned in their original sealed factory condition, the 14-day right always applies and a full refund will be issued per Section 3.

9If you don't return the goods

If you submit a cancellation but never ship the goods back within 14 days of your notice, your right of withdrawal lapses. We won't issue a refund, and you keep the goods. We also won't chase you for them. Art. 14

10Who this applies to

The 14-day right of withdrawal under Directive 2011/83/EU applies to consumers (not businesses) located in:

• EU 27 member states (AT, BE, BG, HR, CY, CZ, DK, EE, FI, FR, DE, GR, HU, IE, IT, LV, LT, LU, MT, NL, PL, PT, RO, SK, SI, ES, SE).
• EEA non-EU members — Iceland, Liechtenstein, Norway — via national laws implementing the same directive.

If you are not in one of these countries (including the UK, Switzerland, or any non-EU market), you don't have this specific 14-day right — but you still have our generous 60-day exchange policy.