Refund policy

AKEZ Return, Refund & Cancellation Policy
We stand behind the quality of our products and want you to shop with confidence. Please read this policy carefully to understand our return, refund, and cancellation terms for all eBikes, components, and accessories purchased from AKEZGlobal.com.

1. Return Eligibility (Within 15 Days)

You may request a return within 15 days of receiving your order.

New & Unused Products

  • Must be new, unused, and in original packaging

  • 15% restocking fee applies

  • Return shipping costs are the customer’s responsibility, unless due to our shipping error or confirmed product defect

  • Refund issued after inspection

Used Products

  • Lightly used items (less than 10 miles) may qualify for a partial refund after inspection

  • 30% restocking fee applies

  • Return shipping costs are the customer’s responsibility

2. eBike Return Conditions

eBikes can be returned only if:

  • Odometer reads under 25 miles

  • No significant wear or damage

  • Includes all accessories: battery, charger, keys, tools, manuals

  • Original packaging required (or packaging fee applies)

  • 15% restocking fee applies

Parts and accessories are non-returnable except for verified quality issues.

3. Quality Issues (Replacement / Repair / Reimbursement)

If your item has shipping damage, missing parts, or functional defects, we provide:

  • Free replacement parts

  • Step-by-step repair instructions or video guides

  • Local bike shop repair reimbursement (receipt required)

Customers must submit photo/video proof of the issue.
Shipping damage must be reported within 48 hours of delivery.

Not covered:

  • Minor scratches or cosmetic imperfections

  • Damage caused by misuse or improper handling

4. Order Cancellations

  • Free cancellation within 24 hours if the order has not shipped

  • Once shipped, a cancellation becomes a return, and:

    • Customer pays return shipping

    • 15% restocking fee applies

5. Return Instructions 

To ensure a smooth return process, please follow ALL steps below:

Step 1 — Request a Return Authorization (RA)

Email support@akezglobal.com with:

  • Order number

  • Reason for return

  • Photos/video if related to quality issues

Returns without an RA number will not be accepted.

Step 2 — Prepare the Product

  • Include all original components (battery, charger, keys, tools, etc.)

  • Use original packaging; otherwise, packaging fees apply

    • eBike : $200

    • Motors/batteries/wheels: $50

    • Other products: $15

Step 3 — Ship to the Authorized Return Address

Your assigned RA email will include one of the following official return addresses:

AKEZ US Warehouse (For U.S. orders)
Rowland Heights, CA 91748
(Exact warehouse address may vary; the RA email includes the correct return location)

AKEZ China Facility (For non-U.S. or special-case returns)
No.3 Tongda Road, Wangqingtuo Town,
Wuqing District, Tianjin, China

Customer is responsible for return shipping costs unless return is due to our error.

6. Refund Processing

Refunds are issued to the original payment method after inspection and confirmation of eligibility.

Typical processing time: 5–10 business days.
If delayed, please check with your bank or card issuer.

7. Right to Withdraw (Consumer Cancellation Right)

Customers may withdraw/cancel their purchase within 15 days after receiving their product, provided the item meets return conditions listed above.

8. Important Notes

  • Unauthorized returns without RA numbers will be rejected.

  • Customers may choose:

    • Replacement parts

    • Local repair reimbursement

    • Full product replacement (if applicable)

  • Retail store purchases must be handled through the original seller; AKEZGlobal.com cannot process retail returns.

9. Contact Information

If you need help with returns, refunds, or warranty service:

📧 Email: support@akezglobal.com
📞 WhatsApp / WeChat: +86-13480420332
🏢 Business Address:
No.3 Tongda Road, Wangqingtuo Town, Wuqing District, Tianjin, China
🌐 Website: www.AKEZGlobal.com