Returns & Refunds Policy
At CYC Motor Ltd, we take customer support seriously and are committed to assisting you with your eBike conversion needs. We encourage all customers to familiarise themselves with our Returns & Refunds Policy before placing an order.
As many CYC products are programmed and assembled according to the specifications selected at the time of purchase, returns and cancellations are subject to the conditions outlined below.
Order Cancellations Before Shipment
If you wish to cancel an order that has not yet been shipped, please contact our support team here as soon as possible.
Orders that have not yet been shipped may be eligible for cancellation and refund. A 5% payment processing and handling fee will be deducted from the refund amount for orders cancelled before shipment. This fee applies regardless of whether the product has physically shipped and covers payment processing and administrative costs associated with processing the order and refund.
Once an order has been shipped, it can no longer be cancelled. Any request to return an order after shipment will be handled according to the return conditions outlined below.
Returns
CYC Motor Ltd generally operates under a no-return policy, as each kit is programmed and assembled according to the specifications selected at the time of purchase. However, a return may be considered provided that: the return request is submitted within 30 days of receiving the product; the product is in the same condition in which it was received; the product is unworn and unused; all original labels, accessories, and packaging are included; a receipt or other proof of purchase can be provided; and the return has been approved by CYC Motor Ltd before the product is shipped back to us.
Customers are responsible for two-way shipping costs, a 30% restocking fee, a 10% handling fee, and the cost of replacing any components determined by CYC Motor Ltd to have been used or damaged.
To request a return, please contact us here. If your return is approved, our support team will provide instructions on how and where to send your package. Products returned without prior approval will not be accepted. Refunds for returned products, where applicable, will only be processed after the returned products have been received and inspected at CYC Motor Ltd's headquarters in Hong Kong.
Damages & Issues
Please inspect your order upon receipt. If your product is defective, damaged, or you have received an incorrect item, contact our support team immediately so that we can investigate and resolve the issue. Please refer to the applicable CYC user manual for instructions on checking your kit's functionality and confirming the included components.
All CYC products undergo inspection and testing before shipment. If a customer identifies a potentially faulty component before, during, or after installation, an authorised CYC Motor Ltd staff member will inspect and troubleshoot the issue. Where a component is determined to be faulty, CYC Motor Ltd reserves the right to repair or replace the affected component rather than replacing the complete kit.
CYC Motor Ltd will not provide support or warranty coverage for product performance issues or damage resulting from unauthorised firmware installation, modification, or other unauthorised alterations to the product.
Exceptions / Non-Returnable Items
Due to the nature of certain components and our pre-shipment inspection procedures, some products cannot be returned or replaced under warranty. These include wires, wiring harnesses, bolts and screws, spacers, lock nuts, and connectors. If you are unsure whether an item is eligible for return or warranty replacement, please contact our support team before sending anything back to us.
Exchanges
CYC Motor Ltd does not generally accept exchanges after an order has been shipped. An exchange may be considered if the product remains in the same condition in which it was received, is unworn and unused, and includes its original tags and packaging. All exchanges must be approved by CYC Motor Ltd before the product is shipped back to us. Customers are responsible for two-way shipping costs and any difference in price or other applicable charges associated with the exchange. To request an exchange, please contact our support team here. The final decision to approve or reject an exchange remains with CYC Motor Ltd. Where a refund is applicable as part of an approved exchange, it will only be processed after the returned product has been received and inspected at our Hong Kong headquarters (a 10% handling fee applies).
Refunds
The conditions and fees applicable to a refund depend on whether the order has already been shipped. For orders cancelled before shipment, a 5% payment processing and handling fee will be deducted from the refund amount, as outlined under Order Cancellations Before Shipment. For products that have already been shipped and are approved for return, applicable return costs and fees, including the 10% handling fee and 30% restocking fee, will apply as outlined under Returns.
Once a returned product has been received and inspected, we will notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method. Please note that the time required for the refund to appear in your account may vary depending on your bank, card issuer, PayPal, or other payment provider.
Order Changes
CYC Motor Ltd accepts changes to orders before final packaging confirmation. Final packaging confirmation occurs when our support team sends you a pre-shipment email to verify your order details and shipping address. If you need to make a change, please contact our support team as soon as possible. Requests received after final packaging confirmation will be reviewed on a case-by-case basis and cannot be guaranteed. If you wish to cancel your order rather than change it, please refer to the Order Cancellations Before Shipment section of this policy.
Purchases from a CYC Dealer
CYC authorised dealers are independent businesses and may operate under different returns, refunds, exchanges, and cancellation policies. If you purchased your CYC product from an authorised dealer rather than directly from CYC Motor Ltd, please contact the dealer from whom you purchased the product regarding any return, refund, exchange, or warranty request.
