1, 14-Days Return

After reviewing our warranty policy, if you believe you have a warranty claim,pls contact: service@actbest.net

Returns, Refunds and Restocking Fees.

Actbest believes in the quality of its products and wants you to shop with confidence. Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories and ebikes sold by Actbest.

Returns of New and Unused Items Within 14 Days of Receipt. We allow you to return any item in new and unused condition within 14 days of receipt for a full refund with no restocking fee, less shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally.
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.

Refused Shipments – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $250 per ebike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $250. Please note, in order to receive a refund, you must notify Actbest of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.

Battery Returns. Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.

 

2, 1-Year Warranty

All Actbest bikes are covered under our manufacturer's 1-year all-inclusive warranty for the original owner against all manufacturing defects. (No free accessories are covered by the warranty service).

The 1-year warranty is started once the initial owner has received the product.

Replacement Procedure:

Actbest will replace all components that are deemed to be defective or damaged (including damage incurred during shipment) without user error.

1: Claims

All claims to this warranty must be made through Actbest and submitted to service@actbest.net. We ask that proof of purchase and photos or videos of the damaged product be sent with any warranty request. Before making a warranty claim, we suggest that you contact us at service@actbest.net as we may be able to help fix your problem. Valid warranty claims will be processed through Actbest within 1 year of initial purchase. Actbest cannot replace any part without first seeing a photo or video of the damaged product. Customer needs to provide us with evidence by email.

2: Shipping Damage Claims

In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact service@actbest.net and provide us with a photo or video of the damage.
Free accessories are not included in the replacement or compensation if they cause scratches during transportation.
NOTICE: We will not accept Shipping Damage Claims later than 7 days from receipt of products.

Frame

Actbest Ebike frames are covered by a replacement warranty for 1 years.
The warranty includes a replacement frame only. Labor charges to change over parts to replacement frame are not included. Changeover labor must be performed by an authorized Actbest employee
Actbest reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at the discretion of Actbest.
Frame issues that are excluded from this warranty include but are not limited to:

Corrosion
Paint fade, scratches, impact marks
Impact damage
Nonreversible modification (drilling/welding)
Chain guard mount to the frame if applicable
Batteries
Actbest batteries are covered by a 1-year prorated warranty.

For 1 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery remains unchanged based on original purchase date.
After the first 1 years of service – A prorated credit, based on months of service, will be applied toward the purchase of a new battery. Batteries purchased at pro-rated cost will have a new 1 year warranty based on the pro-rated purchase date.

No cash reimbursement will be made.

Batteries can be assessed and found defective only, by directly by Actbest.

This Limited Warranty does not cover:
Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;

Scratches, dents and cosmetic damage, unless caused by Actbest;

Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible;

Ordinary wear and tear;

Defects or damage to the products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Actbest with the Products;

Defects or damage caused by assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual;

Defects or damage resulting from external causes such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source;

Products used or purchased outside the United States.
9.1 In addition, with respect to the battery, this Limited Warranty does not cover defects or damage;
9.2 Caused by charging by a battery charger not intended or appropriate for use with the Battery or the improper use of a battery charger;
9.3 Where any of the seals on the battery are broken or show evidence of tampering;
9.4 Where the battery has been used in equipment other than the bike for which it is specified;
9.5 The corresponding issues on battery and e-bike will not be covered by the warranty after using a battery that is not specific to your e-bike model. We do not recommend that you use a battery of other brands on Actbest e-bikes. Although the output voltage of the other's battery may also be 48V, the battery protection system may not be the same, and there may be incompatibilities leading to damage to our motors and displays.

Parts & Components
Original Actbest parts & components are covered by a 1 year limited warranty. When all the spare parts for warranty are sent to the customer, the customer will be responsible for the cost of shipping.
This Limited Warranty does not cover:

1.Ordinary wear and tear not the result of defects in workmanship or materials. Wear and tear can be assessed by Actbest. Parts not typically covered include but are not limited to:

1.1 Brake Pads
1.2 Rotors
1.3 Spokes
1.4 Tires/Tubes
1.5 Chains
1.6 Chain Rings
1.7 Cassettes
1.8 Crankset
1.9 Parts compromised due to corrosion due to the elements (moisture, heat, etc).
1.10 Damage or deterioration of the surface finish, appearance, or aesthetics of the product.
1.11 Frame, forks, handlebar, seat post, saddle, brakes, lights, crankset, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors, and hardware. Warranty within one week after receiving the goods. Parts damaged during use after seven days need to be charged.

Labor charges for part replacement or changeover.

Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.

Scratches, dents and cosmetic damage not caused by Actbest.

Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible.

Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Actbest.

Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual.

Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source.

Products used or purchased outside the United States.

Dealers Responsibility
When experiencing an issue with the e-bikes during the warranty period, please contact our support or sales representatives via email to initiate the warranty claim process, providing the record to include the invoice or sales transaction date as proof of purchase of your consumer. The content of the record should contain Invoice No., Name, Email, contact phone number, and address (non-essential).

 

3, Special case

What if I bought a second-hand Actbest?

You can enjoy the warranty only if(not optional):

1.The 1-year package hasn't expired since the initial owner has received it

2.You have the initial owner's name & the initial order number.

What if my bike was stolen?

Unfortunately, we are sorry that the stolen bike is not covered by the warranty. We recommend investing in a quality lock to protect your bike when you're not riding.

 

Notice: E-Bikes Are Not for Sale to Persons Under the Age of 18. Underage riders MUST be accompanied by parents or adults when riding.

Target Audience of the Extended Warranty

The warranty is registered automatically when the initial purchaser places their order in the online shop. Therefore, the warranty is ONLY under the INITIAL PURCHASER and the 1-year warranty begins when the initial owner has received the product.

 

How to make a warranty claim

if you believe your Actbest bike has a warranty issue, please contact our customer support team for instructions on how to proceed：service@actbest.net