Refund policy

Returns and Refunds

We want you to be happy with your kit. If something is not right, email us at acxebikes@gmail.com with your order number and we will sort it out quickly. Last updated 27 October 2026.

1. Faulty, damaged or wrong items

If anything arrives damaged, faulty, incomplete or not what you ordered, we will repair it, replace it or refund it, and we cover the return postage. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund. Please let us know as soon as you can, ideally within a few days of delivery, and send a couple of photos or a short video of the item and its packaging so we can get a replacement or refund moving straight away. Please hold off installing or using a damaged part until we have had a look, as that helps us resolve it faster.

2. 12 month warranty

Every kit and bundle comes with a 12 month warranty against manufacturing faults on the motor, controller and battery. If a part fails under warranty we will replace it free of charge. The warranty does not cover damage from incorrect fitting, water getting into unsealed connectors, crashes, modifications, or use outside the product's intended purpose. If you are not sure whether something is covered, just ask, we are happy to look at it.

3. Changed your mind? You have 14 days

If you are a consumer in the UK or EU you can cancel your order for any reason within 14 days of receiving it. To do this, email us within those 14 days with your order number and we will send you the return instructions. Please send the goods back within 14 days of letting us know, using a tracked service, and keep the items unused, unfitted and in their original packaging. Batteries must be unused, sealed and never charged or connected, as couriers will not accept used lithium batteries. Return postage for change of mind returns is paid by you. If an item comes back showing more handling than needed to inspect it, we may make a reasonable deduction to reflect that, and we will always explain why.

4. Before you order

Conversion kits are big, heavy and built to order, so please double check your wheel size, dropout width, voltage and battery capacity before you buy. If you are unsure, email us a photo of your bike's rear dropout and we will confirm the right kit before you pay. We would much rather help you get it right first time than deal with a return later.

5. How refunds are paid

Approved refunds go back to your original payment method within 14 days of the goods reaching us, and usually within 2 to 5 working days. Your bank may take a few more days to show it. Where it suits you better, we can offer a replacement part or store credit instead.

6. Returning something

Please wait for us to confirm the return and send you the return address before posting anything back. That way nothing goes missing and your refund is not delayed. Items sent without a confirmed return may take longer to process.

7. Delivery taking longer than expected?

Delivery times are estimates and couriers, customs and weather can slow things down. If your tracking has not moved for a while, email us first and we will chase the carrier for you. In almost every case we can get it moving or sort out a replacement far faster than any other route.

8. Questions

Nothing in this policy affects your statutory rights. If you have any questions at all, email acxebikes@gmail.com and a real person will reply within 24 hours, 7 days a week.

ACX Ebikes