Return Policy
Returns, Refunds and Exchanges Policy
This policy applies to complete electric bicycles purchased directly from the official Actbest website. It also identifies product categories that are not eligible for ordinary returns or exchanges.
Please read this policy before placing an order. By ordering, receiving, or using an Actbest electric bicycle, you acknowledge that you have read and understood these terms, subject to consumer rights that cannot be excluded under applicable law.
1. Order Cancellation
To request cancellation, contact service@actbest.net as soon as possible after placing your order.
1.1 Before Shipment
A 5% processing fee applies to orders canceled before shipment. [CONFIRM the amount on which the percentage is calculated.]
Cancellation cannot be guaranteed once an order has entered the picking, packing, or shipping process.
1.2 After Shipment
Once an order has shipped, it cannot be canceled directly. Contact Customer Service if you wish to request cancellation or refuse delivery.
[CONFIRM fee wording: The source states that a $200 processing fee and return shipping costs will be deducted. Confirm whether $200 is the total charge or whether actual return shipping is additional, then insert the approved wording here and in Sections 3 and 12.]
2. Electric Bicycle Exchanges
2.1 Before Shipment
Before shipment, Actbest may change your order to an electric bicycle of the same price, generally without an additional product price charge.
For a change to a different model, any applicable price difference and shipping or processing fees apply. Contact Customer Service to arrange the change.
2.2 After Shipment but Before Delivery
Contact Customer Service to request package interception. After the intercepted bicycle has been returned to the warehouse and inspected, you must pay $200 to arrange the exchange.
If the replacement model costs more than the original model, you must pay the additional price difference separately and provide the corresponding payment order number before the replacement is shipped.
If you instead request a refund following cancellation, interception, or refusal after shipment, the cancellation charges in Section 1.2 apply.
2.3 After Delivery
You may request an exchange within 14 days of delivery, provided that all of the following conditions are met:
- The bicycle has not been ridden;
- The odometer shows fewer than 10 miles;
- There is no mud, dust, staining, odor, or other evidence of use;
- All original packaging and documents are included;
- All original parts, accessories, keys, chargers, and hardware are included; and
- The bicycle remains suitable for resale.
The mileage limit does not authorize trial riding; all conditions above must be met.
For an exchange for personal reasons, you are responsible for $200 in return shipping costs, plus any additional price difference if the replacement model is more expensive.
If the returned bicycle fails to meet the requirements, Actbest may reject the exchange or deduct applicable charges from any refund.
3. Electric Bicycle Returns
Return requests must be submitted within 14 days of delivery. Requests submitted after that period are not accepted under this return policy.
Contact Customer Service and obtain return authorization before sending anything back. Unauthorized returns may be refused or subject to a 25% restocking fee. [CONFIRM the amount on which the percentage is calculated.]
3.1 Returns for Personal Reasons
Personal reasons include changing your mind, no longer needing the bicycle, ordering the wrong model, size, or configuration, and refusing an order after shipment.
[CONFIRM fee wording: The source describes a $200 return shipping and processing charge here, but describes a $200 processing fee plus return shipping elsewhere. Insert the agreed fee structure; do not publish both interpretations.]
The bicycle must:
- Be unused and unridden, with fewer than 10 miles on the odometer;
- Have no mud, dust, stains, odors, scratches, or other signs of use;
- Be returned in its original packaging;
- Include all original accessories, keys, charger, hardware, and documents; and
- Be suitable for resale.
All conditions apply together. The odometer limit is not permission to ride the bicycle before returning it.
3.2 Product Quality Issues
If your bicycle has a defect or damage believed to result from a product quality issue, contact Customer Service within 7 days of receipt.
Provide your order number, clear photos or videos of the bicycle and outer packaging, images of the affected area or component, and any other information reasonably requested by Actbest.
After reviewing the information, Customer Service will determine whether the issue qualifies and may arrange one or more of the following:
- Replacement of defective or damaged components;
- Replacement of the complete bicycle;
- Appropriate compensation; or
- An approved return and refund.
For confirmed product quality issues, Actbest covers applicable return or exchange shipping costs. If a replacement bicycle or refund is approved, you must return the original bicycle or the accessories and components requested by Actbest.
Damage caused by shipping, misuse, accidents, improper assembly, incorrect installation, unauthorized modifications, normal wear, or failure to follow the user manual is not classified as a product quality issue under this section.
Shipping damage is handled separately: report it within 7 days of receipt under our Warranty and Replacement Policy.
The seven-day reporting requirement in this section relates to the quality-related return process. It does not replace the separate one-year limited warranty. Other issues will be assessed under the applicable warranty terms.
4. Packaging and Return Instructions
Keep the original packaging for at least 14 days after delivery.
If the packaging has been discarded, damaged, or lost, contact Customer Service before attempting a return. You are responsible for any additional packaging, handling, or repacking charges required for an approved return. Missing packaging may also affect eligibility; paying these charges does not automatically make a return eligible.
Actbest will provide return instructions and, where applicable, a shipping label. Do not ship the bicycle until you have received authorization and shipping instructions.
After shipping the return, provide the tracking number to Actbest.
5. Used Electric Bicycles
Used bicycles cannot be returned or exchanged for personal reasons.
A bicycle may be treated as used if it:
- Has been ridden;
- Has been assembled and operated beyond inspection;
- Has been damaged during use;
- Has been modified or altered;
- Shows exposure to mud, dust, stains, water, or odors; or
- Is returned without its original packaging or required accessories.
Product quality issues are assessed under Section 3 and the applicable Actbest warranty terms.
6. Products and Reasons Not Eligible for Return or Exchange
Except for confirmed quality issues qualifying under an applicable warranty, the following are not eligible for return or exchange:
- Used electric bicycles;
- Separately sold batteries;
- Accessories;
- Special-order or customized products;
- Promotional or clearance products;
- Gift cards;
- Gift orders;
- Products missing original parts, accessories, documents, or packaging; and
- Products damaged or modified after delivery.
[CONFIRM which orders count as promotional products before publication. The source does not distinguish routine discounts from final-sale promotions.]
Minor Cosmetic Issues
Minor cosmetic issues that do not affect safety or functionality do not qualify as reasons for a return or exchange. Examples include minor paint marks, slightly peeling stickers, minor outer-packaging damage, and similar cosmetic imperfections.
Contact Customer Service with photos or videos. Depending on the circumstances, Actbest may offer compensation, replacement parts, or other assistance.
Assembly
Our bicycles require assembly after delivery. Being unable to assemble the bicycle is not a qualifying reason for a return. Actbest does not cover additional assembly costs incurred because you are unable to assemble the product.
7. Return Authorization and Required Information
Email service@actbest.net before returning any bicycle. You may be asked to provide:
- Your order number and proof of purchase;
- Your name and contact information;
- The reason for the return or exchange;
- Photos or videos of the bicycle;
- Photos of the packaging;
- Product dimensions, if requested; and
- Other information needed to process the request.
Failure to provide the requested information may delay processing or result in rejection of the request. Unauthorized returns may be refused or subject to the 25% restocking fee described above.
8. Inspection, Replacements and Refunds
Returned bicycles are inspected after arrival. Inspection and processing usually take 3–6 business days after receipt. Actbest will notify you of the review outcome.
8.1 Approved Replacement Bicycles
Approved replacement bicycles are usually shipped within 7–15 business days, subject to the timing communicated by Customer Service.
The replacement is sent to the address on the original order. Contact Customer Service promptly if that address has changed.
The replacement bicycle retains only the remaining warranty period of the original order. The warranty does not restart.
8.2 Approved Refunds
Refunds are issued to the original payment method. Applicable return shipping, processing, and restocking fees are deducted. Shipping charges already paid are non-refundable.
Approved refunds typically appear within 7–15 business days, depending on your bank, card issuer, or payment provider. This is separate from the time needed to return and inspect the bicycle.
9. Return Shipping Responsibility
For personal-reason returns and exchanges, you are responsible for applicable return shipping charges. For confirmed quality-related returns and exchanges, Actbest covers the applicable shipping charges described in this policy.
Ship only to the address provided by Actbest for your authorized return. Actbest is not responsible for products returned without authorization or sent to an unauthorized address.
Package the bicycle securely. Actbest is not responsible for loss or damage caused by inadequate packaging or unauthorized returns.
10. Chargebacks
For an order subject to an active chargeback, the customer must first withdraw the chargeback before contacting Customer Service to complete after-sales service, subject to consumer rights that cannot be excluded or restricted under applicable law.
11. Local Riding Regulations
Check the electric bicycle regulations in your intended riding location before ordering. A request for a return or refund based on noncompliance with local riding regulations is not accepted under this policy, subject to consumer rights that cannot be excluded or restricted under applicable law.
12. Refund Deductions and Ineligible Returns
Where applicable, deductions may include:
- Cancellation, refusal-of-delivery, or personal-reason return charges described in Sections 1 and 3;
- Price differences associated with an exchange;
- Additional packaging or handling charges;
- The 25% restocking fee for unauthorized returns; and
- Charges for missing accessories, damage, use, or incomplete returns.
If a returned bicycle does not meet the policy requirements, Actbest may reduce the refund, apply a restocking fee, reject the return, or send the bicycle back at the customer's expense.
13. Contact
Email: service@actbest.net
Phone: +1-313-251-4318
Hours: Monday–Friday, 8:00 AM–5:00 PM Pacific Time
Contact Customer Service for return authorization and the correct return address before shipping.
14. Policy Updates and Consumer Rights
Actbest may modify, update, or supplement this policy. The latest version published on the official Actbest website applies to relevant orders. Please review the policy before placing an order.
Nothing in this policy limits consumer rights that cannot be excluded or restricted under applicable law.