Return Policy

 

1 Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.

2 Returns (if applicable)

 

• within 14 days 

We accept return of products. Customers have the right to apply for a return within 14 days after delivery the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 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.

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.

Step 3: You will receive a refund within one week or have an exchange order processed after we receive your package. We'll email you once processing your refund or exchange.

• more than 14 days 

Returns of New and Unused Items Outside the 14-Day Window. If you wish to make a return outside of the 14-day window, then 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 in the amount of twenty percent (20%) of the purchase price.
Return Shipping Costs. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 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 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. The specific fee should be based on the express company you choose.

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 email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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.