Return & Refund Policy

At Apexwill, customer satisfaction is important to us. We stand behind the quality of our products and strive to make the return process fair, transparent, and straightforward.

1. 30-Day Satisfaction Guarantee

We offer a 30-day return policy, which means you may request a return within 30 days of receiving your order.

To qualify for a return, the item must be:

• Unused and in original condition
• Free from damage, excessive wear, or abnormal mileage
• Returned with all original accessories, manuals, and included components
• Packed in the original packaging whenever possible
• Accompanied by proof of purchase

All returns require prior authorization from Apexwill.

2. Original Packaging Requirement

We strongly recommend keeping the original Apexwill packaging for at least 30 days after delivery.

Our packaging is specifically designed to protect electric bikes and high-value components during transportation and return handling.

If the original packaging is unavailable, Apexwill may provide replacement packaging for approximately $150 USD to help ensure safe transport and reduce the risk of shipping-related damage.

3. Return Authorization

Before returning any product, customers must contact our support team to obtain return authorization and shipping instructions.

Contact: [email protected]

Returns sent without prior authorization or an approved return label may be refused or returned to sender.

4. Shipping Damage, Defects & Order Issues

Please inspect your order upon delivery.

If your product arrives damaged, defective, missing parts, or incorrect, please contact Apexwill as soon as possible and preferably within 48 hours of delivery to help us resolve the issue more efficiently.

Please provide photo or video evidence when reporting shipping damage or product concerns.

Minor cosmetic wear on external packaging may occur during freight transportation and does not necessarily indicate damage to the product itself.

For confirmed shipping damage, manufacturing defects, or fulfillment errors, Apexwill will provide return instructions and cover applicable return shipping costs.

5. Return Shipping & Fees

Defective or Incorrect Products

If the return is due to confirmed manufacturing defects, shipping damage, or order fulfillment errors, Apexwill will cover applicable return shipping costs.

Non-Defective Returns

If a return is requested for personal preference or non-quality-related reasons, including but not limited to style preference, change of mind, or ordering by mistake, customers are responsible for return shipping expenses.

Restocking & Inspection Fees

Eligible non-defective returns may be subject to a restocking and handling fee of up to $200 USD per unit.

This fee helps cover logistics, inspection, repackaging, and inventory processing costs.

Diminished Value Adjustment

Returned products showing signs of use may be subject to a diminished value deduction of up to 20% of the purchase price.

This may include, but is not limited to:

• Display-recorded mileage
• Tire wear
• Dirt or cosmetic damage
• Missing accessories or components
• Improper packaging resulting in transit damage

Final deductions are determined following technical inspection.

6. Non-Returnable Items

The following items are generally non-returnable:

• Used, damaged, or opened batteries due to hazardous materials transportation regulations
• Customized or personalized products
• Final sale or clearance items
• Gift cards
• Complimentary or promotional giveaway items

7. Refund Process

Once your return is received, our team will inspect the product to verify condition, wear, included components, and packaging status.

Approved refunds are generally initiated within 10 business days following inspection.

Refunds will be issued to the original payment method used at checkout.

Please note that banks and payment providers may require additional processing time before funds appear in your account.

If you have not received your refund within 15 business days after refund approval, please contact us at [email protected].

8. Order Cancellation Policy

Orders may be cancelled before shipment for a full refund.

Once an order has been processed or shipped, cancellation may no longer be possible and the order will fall under this Return & Refund Policy.

If you need to request an order cancellation, please contact our support team as soon as possible.

Email: [email protected]