RETURNS & REFUNDS POLICY
We take our customer support very seriously and take pride in assisting you with your eBike conversion needs. At an industry-leading customer and technical support standard, you can expect a fast response time and tailored solution to your situation. We encourage you to be familiar with our Returns and Refunds Policy below:
CYCMOTOR LTD has a no-return policy as each kit is programmed and assembled according to your specifications when purchased. This means that you cannot file for return after receiving your item/s without agreeing to the following terms. If you wish to return the item/s at your discretion, your item/s must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Furthermore, you will be liable for dual-way shipping costs, 30% restocking fee, 10% handling fee, as well as be held accountable for any components that need to be replaced if deemed used or damaged by a CYCMOTOR LTD official staff member.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted as well as returns requested after 30 days since receiving the product/s. Refunds, if applicable, will only be processed after the item/s are inspected at the CYCMOTOR LTD headquarters in Hong Kong.
Damages & issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Within CYC's user manual, we provide steps on how to check that your kit is functioning as it should as well as a parts list to know what should be in your kit.
Kindly note that all items are inspected and tested before shipment which means that if a component is found faulty by the user before, during, or after installation, a CYCMOTOR LTD official staff member will inspect and troubleshoot the component before deeming it faulty. CYCMOTOR LTD also holds the right to only replace the faulty component/s and not the entire kit.
Any issues with this product's performance or damages sustained to the product as a result of loading unauthorised firmware or unauthorised modifications, will not be supported or warrantied by CYCMOTOR LTD or any authorised product dealer.
Exceptions / non-returnable items
All items are checked before shipment. Due to this, certain products cannot be returned or replaced under warranty. These items include wires, wiring harnesses, bolts and screws, spacers, lock nuts, and connectors.
CYCMOTOR LTD does not accept exchanges after shipping unless the item is in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Exchanges also need to be approved prior to shipping where you will be responsible for dual-way shipping costs of the exchange and any additional amount to be paid if applicable. Approval for exchanges can be done via email to email@example.com where the appointed CYCMOTOR LTD staff member solely holds the right to accept or reject the exchange. Refunds, if applicable, will only be processed after the item/s are inspected at the CYCMOTOR LTD headquarters in Hong Kong (10% handling fees will apply).
Remember that it can take some time for your bank or financial entity to process a refund. Please note that a handling fee of 10% will be deducted. For refunded of returned or swapped out items, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method.
Changes to order
CYCMOTOR LTD accepts any changes to your order before final packaging confirmation & must be communicated to our support team as soon as possible. The "final packaging confirmation" is when our support team sends you an email before shipment to verify your order & shipping address. Thus, any changes are accepted before this. Any changes after will be reviewed on a case by case basis.
Purchases from a CYC dealer
CYC authorized dealers may have different terms and conditions. If you are experiencing any issues with your product/s and did not purchase the kit directly from us, kindly consult the appropriate dealer first. Thank you.