Return Policy

 

1 Cancellation

You may cancel your order for a full refund up until the time you receive your shipment confirmation email with tracking information. If you cancel after your order has been sent you are responsible for the return shipping fee.  In addition, the original shipping fee we incurred to send the bike to you will not be refunded (even when ‘free’ shipping is advertised). Our refund policy is ‘All Sales Final’. Unfortunately, we can’t offer a refund or exchange after the bike has shipped.   

2 Returns (if applicable)

 

• within 14 days 

To be eligible for a return, your item must be: unused and in the same condition as it was when you received it, and there must be a good reason for the return.  In addition, the item must be in the original packaging. You may be charged the return shipping charges and a restocking fee of up to $200 at our sole discretion for any returns or exchanges.

To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.

If you order a product by mistake you will be charged according to this policy.

Step 1: Please email our customer service representatives at
service@actbest.net to request the exchange/return.

Step 2: Upon receipt of your exchange/return request, our customer service representative will email you the exchange/return instructions and the exchange/return address.
Please follow the instructions to process the exchange/return.We would appreciate it if you could provide us with some photos as return materials.

• more than 14 days 

Returns of New and Unused Items Outside the 14-Day Window. If the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee of up to $300 at our sole discretion.

We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return.

3 Notes

Custom-order or personalised items do not have a right to 14 days return refund .

If the return is caused by the consumer,（subjective reasons such as not liking the color or size of the ebike, or not following the required return process）. consumer should be responsible for the shipping fee and may be charged a restocking fee of up to $200 at our sole discretion. 

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.No restocking fee to be charged to the consumers for the return of a product.;

 

Return Address

Recipient: QJKJ1—Surpath (website) (or write QJKJ1—Surpath in the remarks, this information must be reflected on the delivery note)
Warehouse: 318 Brea Canyon Rd, City of Industry, CA 91789


4 Refunds (if applicable)

Once your return is received and inspected we will notify you of the approval or rejection of your refund. Actbest eBikes reserves the right to withhold up to the full value of the refund if the bike is in poor condition upon receipt. A restocking fee of up to $300 may be applied. If the bike has been ridden it will not be eligible for return.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at service@actbest.net.


FYI: It will take a longer time (maybe 1 to 2 weeks depending on which CC company is) to process the refund for the bank if your original payment method is the credit card.