Refund policy

1. 30-Day Satisfaction & 14-Day Legal Withdrawal

  • The Right to Return: We offer a 30-day return policy, allowing you 30 days after receiving your Apexwill e-bike to request a return.

  • EU 14-Day Cooling-off Period: In compliance with EU and UK consumer laws, you have the legal right to cancel or return your order within 14 days of receipt, for any reason and without justification.

  • Condition for Eligibility: To be eligible for a full refund, your item must be in the same condition as received: unworn, unused, with all original tags, and in its original packaging. Proof of purchase is required.

2. Original Packaging & Protective Measures

  • Packaging Requirement: We STRONGLY RECOMMEND keeping the original Apexwill packaging for at least 30 days. Our boxes are custom-engineered to protect the high-value components of your bike during transit.

  • Lost Packaging Fee: If the original packaging is lost, a replacement specialized shipping box can be provided for approximately €150. This ensures the safety of the vehicle and minimizes the risk of damage during the return process.

  • Prior Authorization: All returns must be initiated by contacting [email protected]. Items sent back without prior authorization or a provided return label will not be accepted.

3. Damages and Issues (24-Hour Inspection)

Please inspect your Apexwill e-bike immediately upon reception. You must contact us within 24 hours at [email protected] if the item is defective, damaged, or if you receive the wrong item.

  • Note: Minor scuffs on the outer shipping box are common in heavy-duty logistics. However, if the vehicle itself is affected, please provide photo/video evidence within the 24-hour window.

4. Return Shipping & Fees

  • Defects & Manufacturing Issues: If the return is due to a confirmed manufacturing defect or shipping damage, Apexwill will provide a prepaid return shipping label and cover all associated costs.

  • Non-Defective Returns (Change of Mind): For returns made for personal reasons (e.g., style preference), the customer is responsible for the return delivery costs.

    • Restocking Fee: A flat fee of €200 per unit will be deducted from your refund to cover logistics, inspection, and professional re-kitting.

    • Diminished Value: If the bike shows signs of use (e.g., odometer mileage, tire wear, or dirt), a diminished value fee of up to 20% of the order amount will be applied based on our technical inspection.

5. Non-Returnable Items

The following items cannot be returned:

  • Used or unsealed batteries (due to European ADR safety regulations for hazardous materials).

  • Customized or personalized products (special orders).

  • Final sale items, gift cards, or promotional gifted orders.

6. Refunds

  • Inspection Period: Once your return is received at our European service center, our team will inspect it for damages, wear, or missing parts (chargers, pedals, manuals).

  • Processing Time: Approved refunds will be processed within 14 days of receiving the goods.

  • Refund Method: Reimbursements will be issued to your original payment method. Please note that banks or credit card companies may take additional time to reflect the transaction. If more than 15 business days have passed since your return was approved, please contact us at [email protected].