Return Policy

Thank you for choosing Actbest. Before completing your purchase, please carefully read and fully understand this entire Return Policy. This policy outlines important information regarding your return rights, conditions, fee responsibilities, and related processes after purchasing an Actbest product.

Please Note: By submitting an order, using, or holding an Actbest product, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this Return Policy. If you do not agree with any term of this policy, please do not submit an order or use the product.

1. Order Cancellation Policy

1.1 Cancellation Before Shipment

You may contact customer service to request order cancellation before your order has shipped. We will process a full refund. If your order is already in the picking/packing process, cancellation cannot be guaranteed. If cancellation is unsuccessful, the buyer will be responsible for a refusal or interception fee equal to 20% of the order value.

1.2 Cancellation/Interception After Shipment

Once an order has shipped, it cannot be directly canceled. If a buyer requests cancellation or package interception after shipment, they must bear any interception fees charged by the carrier ($50 USD) or return fees. If interception is successful, we will process your refund, minus the actual return shipping costs incurred.

2. Address Modification

Before Shipment: Free of charge.
After Shipment: A $50 USD handling fee applies per package. (100% modification success cannot be guaranteed. If modification is unsuccessful, we will charge a $200 USD return shipping fee for failed delivery.)

3. Package Refusal

If you refuse to accept a delivered package, it will be treated as a return. After we receive the returned item, we will process your refund, minus a $200 USD shipping and handling fee + $50 USD. Please note: You must notify us by email after refusing a package; otherwise, your refund will be delayed.

4. Return Timeframes

4.1 Within 14 Days of Receipt

A full refund of the product cost will be issued, minus a $200 USD return shipping fee.

Note: Returned items must be unridden, in unopened original packaging, unused, and show no signs of wear, stains, dust, odor, or other use. The item must be in its original packaging and condition as received, including all accessories included in the box (e.g., charger, keys, hardware).

4.2 After 14 Days of Receipt

Returns are not accepted; product exchanges or partial refunds may be considered. For quality-related issues such as product defects, we may offer free replacement of defective parts.

4.3 Brand New, Unused Accessories

Within 7 Days of Receipt: Returns are accepted. A full refund of the product cost will be issued, minus the actual return shipping cost (minimum $15 USD) and a 20% restocking fee deducted from the order amount.
After 7 Days of Receipt: No returns or exchanges accepted.

4.4 Used or Second-Hand Products

No returns for non-quality-related issues are accepted.

5. Quality-Related Returns

5.1 Within 14 Days of Receipt

If the product has a defect, a free return or exchange is available. You must report the issue to us within 14 days of receipt. You may choose:

Full Refund: We will refund the full product amount. Shipping costs and shipping insurance fees are non-refundable. Damaged packaging is not considered a product defect; we typically offer compensation or a replacement/exchange depending on the situation. If you insist on returning the item for damaged packaging, we will deduct a $200 USD return shipping fee and a 20% restocking fee from your refund.
Free Replacement: We will cover the return shipping cost from you and the reshipping cost to you, and exchange the item for a new identical product.

5.2 After 14 Days of Receipt

Quality issues reported after 14 days of receipt are not eligible for return. We will provide repair services, replacement parts, or technical support in accordance with our Warranty Policy.

6. Minor Cosmetic Issue Handling

6.1 Definition

Returns are not accepted for minor cosmetic issues that do not affect riding safety or functionality (e.g., slightly peeling stickers, minor paint scratches, damaged packaging).

6.2 Compensation Options

Buyers may contact our customer service team to seek compensation. Depending on the specific situation, compensation may include a partial refund or complimentary accessories. The final decision will be made by our support team based on the photos or videos you provide.

7. Return Process and Processing Timeframes

7.1 Obtain Return Authorization (RA)

Before returning any item, you must contact our customer service team at service@actbest.net to apply for a Return Authorization. For items returned without authorization, we will charge a 20% restocking fee or reserve the right to refuse the refund.

7.2 Information Needed Before Return

To ensure efficient processing of your return request, please confirm you meet the following return eligibility requirements:

The item must be in its original, unused condition and include all original accessories and packaging.
Any items that are damaged, missing accessories, or show signs of use are not eligible for return.
The item must be fully functional with no defects preventing normal operation.

Please provide the following information to customer service:

Order proof of purchase and contact information.
Photos or videos of the product issue.
Photos of the return packaging and specific dimensions of the returned item for subsequent processing.

Failure to provide the above information as requested will result in our inability to process your return application. Providing false information may result in penalties, and we reserve the right to pursue related legal responsibilities.

8. Refund Information

8.1 Refund Method

After we receive the returned item and complete the inspection (typically 3–5 business days), we will process your refund or exchange within 1 week. Approved refunds will be issued back to the original payment method used for your order.

8.2 Credit/Posting Time

Refund to Original Payment Method: Initiated immediately after processing is complete. The actual posting time depends on your payment institution.
Credit Card Refunds: May take 1–2 weeks to appear on your statement, depending on your card issuer.

8.3 Important Notes

All shipping costs incurred are non-refundable.
We strongly recommend using a trackable shipping service to return items and purchasing adequate insurance. Actbest is not responsible for loss or damage occurring during return shipment.
Customized or personalized products are not eligible for return unless there is a quality issue.
Returned items must be in original packaging, include all accessories, be unused or uninstalled (except for quality issues), and be in a condition suitable for resale.

9. Contact Information

If you have any questions regarding returns, please contact us via:

Email: service@actbest.net
Phone: +1-313-251-4318
Hours: 8AM–5PM PST, Monday–Friday

Policy Interpretation & Updates: Actbest reserves the right of final interpretation of this Return Policy and its related terms. Actbest reserves the right to modify, update, or supplement the content of this policy at any time without prior notice. Please check our official website regularly for the latest version.