Refund policy

Return and Refund Policy

This Return and Refund Policy is part of, and should be read together with, our Terms of Service. By placing an order with ACX Ebikes you agree to the terms below. Last updated 25 October 2026.

1. Our guarantee: faulty, damaged or wrong items. If your kit or any component arrives damaged, faulty, incomplete or not as ordered, we will repair it, replace it or refund it, and we pay the return postage. This is what our guarantee covers. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund. To claim, contact us at acxebikes@gmail.com within 3 calendar days of the delivery date shown on the courier tracking, give your order number, and send clear photos or video of the item and its packaging. Do not install, modify or use the damaged part before we have inspected it. Claims made after this window, or without evidence, are not eligible.

2. Warranty. Every kit and bundle carries a 12 month warranty against manufacturing faults on the motor, controller and battery. If a part fails under warranty we replace the part. The warranty does not cover damage caused during installation, incorrect fitting, water entering unsealed connectors, crash or impact damage, modification, or use outside the intended purpose.

3. No returns or refunds once your order has shipped, other than for faults. Conversion kits are large, heavy and contain lithium batteries, and every order is packed and dispatched for that customer. For these reasons we do not accept returns or give refunds once an order has shipped, except where the item is faulty, damaged or not as ordered under section 1. In particular, no refund, return, replacement or credit is given for: no longer wanting or needing the kit, the bike it was intended for being damaged, sold, stolen or otherwise unavailable, ordering the wrong wheel size, voltage or capacity, the kit not fitting a bike we did not confirm in writing before purchase, change of mind, or delays in delivery.

4. Your statutory right to cancel. Nothing in this policy removes your legal rights. If you are a consumer in the UK or EU you have a legal right to cancel an online order within 14 days of the day you receive it. To use this right the goods must be completely unused, unfitted, complete and in their original sealed packaging, you must email acxebikes@gmail.com within the 14 days with your order number, and you must send the goods back within 14 days of telling us, to the return address we give you, at your own cost, using a tracked service. You are responsible for the goods until they reach us. A lithium battery can only be returned unused, sealed and never charged or connected. We may reduce the refund to reflect any loss in value caused by handling beyond what is needed to inspect the goods. Items that have been fitted, charged, ridden or used cannot be returned under this right.

5. How refunds are paid. Approved refunds under sections 1 and 4 are paid to the original payment method within 14 days of the goods reaching us, and usually within 2 to 5 business days of approval. Your bank may take a few further days to show it. We may offer a replacement part instead of a refund where appropriate.

6. Returns only with authorisation. Returns must only be sent to the address we provide by email once a return has been approved. Items sent back without authorisation will not be accepted or refunded.

7. Delivery delays and chargebacks. Delivery times are estimates. Delays caused by the courier, customs, weather or the shipping method you selected are not grounds for a refund or a chargeback where we have provided valid proof of shipment and tracking. If your parcel has not moved, contact us first at acxebikes@gmail.com so we can chase the carrier.

8. Decisions. All claims are reviewed by our team. We may ask for further evidence. ACX Ebikes decides, based on the evidence provided, whether damage is a manufacturing or shipping fault or was caused by the customer, and that decision is final. In the event of any conflict with our Terms of Service, the Terms of Service govern.

 

Questions: acxebikes@gmail.com