Refund policy

For most products purchased from Insta360 UK (https://insta360store.co.uk), our Return and Exchange Policy allows you to request a return within 14 days upon receipt of the product without any reason, with certain exceptions.

We will offer you an exchange if there are any quality issues within 14 days upon receipt of the product. We will refund you if there is no exchange unit available.

Return Conditions

The product returned should maintain its original quality and function, and the product itself, original packaging, accessories, gifts, instructions, trademark labels, etc., should be complete and intact without any human damage, to avoid affecting secondary sale. Insta360 UK will only refund the full price of the product we received.

We have the right to refuse your return or exchange request under the following circumstances:

  • Products that were not purchased from Insta360 UK (https://insta360store.co.uk)), products with no corresponding order number found in the Insta360 UK system, products without a matching serial number in the Insta360 UK system, products for which a legal purchase certificate or receipt cannot be provided, or products for which the purchase certificate or receipt has been forged or altered.

  • Return or exchange requests submitted beyond 14 days upon receipt of the product.

  • Products which are not shipped for return within 14 days after being approved by Insta360 UK.

  • The returned products do not match the products in the order, and the products are returned without verification by Insta360 UK. The products are not returned to the designated return address that customer service provides.

  • Incomplete returns of products, including missing items from the original factory packaging such as the product itself, packaging, accessories, gifts, instructions, trademark labels, invoices, or other incomplete certificates or documents, or if the appearance of the product has been damaged due to human causes.

  • Products with unauthorized repairs or modifications, including but not limited to destruction or tampering with mandatory certification marks, tampering with product labels, serial numbers, waterproof marks, anti-counterfeiting marks, and packaging.

  • Products with signs of use, including but not limited to visible signs of use, data usage traces such as personal use data retention.

  • Quality issues caused by collisions, damage not due to the quality of the product itself, unauthorized modification caused by human factors, intrusion of foreign substances (water, oil, sand, etc.), incorrect installation, and improper use and operation not in accordance with the instructions.

  • Products damaged due to force majeure factors including but not limited to fire, flood, lightning, and traffic accidents.

  • Products made to your specifications or clearly personalized.

  • Other circumstances stipulated by applicable laws and this policy.

Return and Exchange Guidelines

(a) To request a return or exchange, click the "Request return" button on the "Orders" page in your Insta360 UK account, within 14 days of the date of receiving the product(s). You may also submit a return or exchange request by emailing info@insta360store.co.uk.

(b) After you submit a return or exchange request, we will contact you via email or other means to confirm your return or exchange requirements. Please make sure to review and reply to our communication. Contacting you does not imply automatic approval of your return or exchange request. The specific judgment of whether the return or exchange application can be approved depends on whether the return conditions are met.

(c) Once your return or exchange request is approved, we will provide you with a DPD Returns Label. Please ship the complete product (including the product itself, outer packaging, accessories, gifts, and instructions or manuals) within 14 days from the approval date. Upon receipt of the returned product, the refund will be processed within 7 days, after the refund is processed, the refund will be returned to the customer's original payment account in 3-5 working days, the customer receives the refund of the specific time according to the customer's use of the payment institution to decide.

(d) In cases where a return is requested due to product quality issues, Insta360 UK's technical department may need to conduct inspections to determine the existence of such quality issues.

(e) If the product meets the conditions for exchange, we will send the replacement product to the address of your original order or another address specified by you after receiving and confirming the return.

Return and Exchange Fees

(1) Unless otherwise agreed upon, for orders eligible for the no-reason return policy, Insta360 UK will not charge any additional fees.

(2) Returns need to be returned with the gift included, otherwise the value of the gift will be charged and deducted from the order amount. If you choose not to return a gift or if the gift cannot be returned, you should pay the indicated gift price as specified in advance. Insta360 UK reserves the right to deduct the pre-indicated gift price from the refund amount without receiving the returned gift. Gifts can include, but are not limited to, physical items, points, vouchers, and coupons.

Note: After the expiration of the valid return and exchange period (14 days), Insta360 uk will no longer provide no-reason refund or exchange services.