Refund Policy

At Asheville Custom E-bikes, we take pride in the quality and craftsmanship of our electric bikes, bike racks and accessories. We want you to be fully satisfied with your purchase. If for any reason you are not, our refund policy is outlined below to ensure a fair and transparent process.

1. Return Window

You may request a return or exchange within 14 days of the original purchase or delivery date (whichever is later). After 14 days, we unfortunately cannot offer a refund or exchange.

2. Eligibility Criteria for Refunds

To qualify for a return or refund:

  • The item must be unused, unridden, and in the same condition that you received it.

  • It must be returned in its original packaging, including all manuals, tools, keys, chargers, and accessories.

  • A valid proof of purchase (receipt or order confirmation) is required.

  • For e-bikes: The odometer must show fewer than 5 miles of use.

  • Custom-built or special-order bikes are not eligible for refunds unless defective or damaged upon arrival.

3. Non-Returnable Items

The following items are non-returnable:

  • Custom e-bike builds or modifications

  • Gift cards

  • Used or damaged products

  • Sale or clearance items (marked as final sale)

  • All Batteries (opened or unopened) unless defective with correct serial number 

  • Any product returned after the 14-day window

4. Damaged or Defective Items

If your product arrives damaged or defective:

  • Contact us immediately at support@theacebikes.com with photos and a description of the issue.

  • We will work with you to replace the item or issue a full refund, including return shipping costs if applicable.

5. Return Process

To initiate a return:

  1. Email us at support@theacebikes.com with your order number, reason for return, and photos if applicable.

  2. If approved, you will receive return instructions and a return authorization number.

  3. Securely pack the item in the original packaging.

  4. Ship the item back using the provided return label (if applicable) or through your preferred shipping method.

Return shipping costs are the responsibility of the customer, unless the return is due to a defective or incorrect item.

6. Refunds

  • Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method within 5–10 business days.

  • Shipping charges are non-refundable unless the return is due to an error on our part.

7. Exchanges

We are happy to exchange items that meet our return criteria. Please follow the return process above, and let us know which item you'd like in exchange.

8. Contact Us

For questions related to refunds and returns, please contact:

Asheville Custom E-bikes
📍 7 Beverly Road, Asheville NC 28805
📞 (828) 595-4295
📧 support@theacebikes.com
🌐 ashevillecustomebikes.com