Refund policy

REFUND & WARRANTY TERMS

Our e-bike products are built for durability, functionality, and long-term use. Before placing an order, please carefully read the information below.

By completing your purchase, you confirm that you have read, understood, and agreed to all terms below. This agreement is binding and forms part of your purchase contract.

RETURNS & ORDER CHANGES

We do not provide returns or refunds due to personal preference, ordering the wrong item, incorrect measurements, or customer mistakes.

Before checkout, customers are responsible for confirming:

  • Product compatibility
  • Technical specifications
  • Dimensions and requirements

By placing an order, the customer confirms they have verified all of the above. Failure to do so does not constitute grounds for a refund or dispute.

Once an order is prepared for dispatch or shipped, it is final and cannot be reversed. Products that have been used, installed, altered, or tampered with are not eligible for return.

If an order has not yet been processed, changes may be possible depending on order status. Administrative or cancellation fees may apply.

Cancellations after production has started: If a cancellation is requested after an order has been processed and production has begun, a £100 late cancellation fee will be charged. Any refund issued will be subject to this deduction.

WARRANTY INFORMATION

We offer warranty protection only for confirmed manufacturing defects, not for user-related issues.

Warranty periods:

  • Battery: 12 months
  • Motor: 12 months
  • Other components: 6 months

Professional installation is a strict requirement for any warranty claim to be valid. The product must be installed by a certified e-bike technician, electrician, or professional mechanic.

Proof of professional installation (invoice or receipt) is mandatory when submitting a warranty request. Without this documentation, no warranty claim will be processed.

Any damage caused by improper installation, wiring errors, or modifications automatically voids the warranty.

EXCLUSIONS FROM WARRANTY

Warranty claims will not be approved in cases involving:

  • Incorrect or unqualified installation
  • Wiring mistakes or incompatible voltage
  • Modified plugs, connectors, or cables
  • Water exposure, moisture damage, or corrosion
  • Burned components or electrical short circuits
  • Opening or disassembling sealed parts
  • Misuse, overloading, or careless handling
  • Use with incompatible batteries, controllers, or parts
  • Physical damage, crashes, impacts, or mounting bolt issues
  • Failure to follow provided installation or safety instructions

CUSTOMER RESPONSIBILITY

It is the customer's responsibility to ensure full product compatibility before purchase and before installation. Refunds or warranty service will not be granted for problems resulting from incorrect setup, misuse, or customer error.

If a customer requests a refund, they must notify us within 30 days of receiving the product. The product must be returned to us in its original, unused, and uninstalled condition before any refund can be issued. Return shipping costs are the responsibility of the customer.

Customers agree that initiating a payment dispute or chargeback without first contacting us and allowing a reasonable resolution period of 5 business days constitutes a breach of this agreement. We retain the right to contest any chargeback with full documentation of the order, communications, and these agreed terms.

DISPUTE RESOLUTION

In the event of a complaint or issue, customers must contact us directly at acxebikes@gmail.com before escalating to their payment provider or bank.

We are committed to resolving genuine issues fairly and promptly. Disputes raised without prior contact will be contested using all available order records, communication history, and these terms, which the customer accepted at the time of purchase.