REFUND & RETURNS POLICY

Last updated: September 1, 2026

SRX Ebikes aims to provide reliable and properly described products.

This Policy explains our procedures for returns, refunds, defective products and cancellations.

Nothing in this Policy limits mandatory consumer rights.

1. European Union Customers

If you are a consumer located in the European Union, you generally have the right to withdraw from an online purchase within 14 days of receiving the goods without giving a reason, subject to applicable legal exceptions.

This right applies independently of any voluntary return policy offered by SRX Ebikes.

2. Products Ordered in Multiple Packages

Conversion kits may be shipped in separate packages.

Where a single order contains multiple goods that are delivered separately, the applicable withdrawal period may begin when the customer receives the final relevant item, as provided by applicable law.

3. Condition of Returned Products

During the statutory withdrawal period, customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functionality.

Installing a conversion kit onto a bicycle, modifying wiring, programming a controller or otherwise using a product may go beyond simple inspection.

Where permitted by law, the customer may be responsible for any reduction in value resulting from handling beyond what is necessary to inspect the goods.

4. Return Shipping

Where applicable law permits the customer to bear the cost of returning goods under the statutory withdrawal right, the customer is responsible for return shipping costs.

SRX Ebikes will provide return instructions before a product is returned.

5. Refunds

When a valid statutory withdrawal is exercised, SRX Ebikes will process the refund in accordance with applicable law.

For EU consumers, refunds will generally include the standard delivery cost originally paid.

Additional costs resulting from selecting a more expensive delivery method may not be refundable where permitted by law.

We may withhold a refund until the returned goods have been received or the customer provides evidence that they have been sent back, where permitted by law.

6. Defective Products

If a product is defective, unsafe or does not conform to the contract, contact us at:

srxebikes@gmail.com

Please provide:

• order number;
• name;
• product;
• description of the issue;
• photographs;
• videos where useful;
• photographs of the packaging;
• relevant error codes.

We may request diagnostic information before determining the appropriate remedy.

For EU consumers, statutory legal guarantee rights apply. These rights cannot be excluded by this Policy.

7. Damage Caused by Installation or Modification

Subject to mandatory consumer law, SRX Ebikes may not be responsible for damage caused by:

• incorrect installation;
• incorrect wiring;
• incompatible components;
• incorrect voltage;
• incompatible charger;
• modification of the battery;
• opening the battery;
• modification of the BMS;
• modification of the controller;
• physical damage;
• misuse;
• accidents;
• use contrary to manufacturer instructions.

8. Lithium-Ion Battery Returns

Lithium-ion batteries are subject to special transportation requirements.

Never send a lithium-ion battery back without first contacting SRX Ebikes.

A damaged, swollen, leaking or otherwise hazardous battery must not be shipped using ordinary return methods.

Contact us for specific return instructions.

9. Incorrect or Missing Items

If you receive the wrong product or components are missing, contact us before installing or modifying the product.

Where the error is attributable to SRX Ebikes or our fulfilment partner, we will arrange an appropriate remedy.

10. International Customers

Customers outside the EU may have additional statutory consumer rights under the laws of their jurisdiction.

Where a return is permitted or approved, international shipping costs, customs charges and other costs may apply where legally permitted.

11. Return Procedure

Before returning any product, contact:

srxebikes@gmail.com

Include:

Order number:
Name:
Product:
Reason for return:
Photographs/videos:

Do not send products directly to a supplier or fulfilment warehouse without receiving return instructions from SRX Ebikes.

12. Statutory Rights

Nothing in this Policy removes or limits mandatory consumer rights.

For EU consumers, the applicable legal guarantee for defective or non-conforming goods applies in addition to any voluntary manufacturer or commercial warranty.