Returns & Refunds Policy
Need to return something?
What you're entitled to
| Situation | Time limit | Outcome |
|---|---|---|
| Changed your mind | 30 days | Full refund. Item must be unused, uninstalled, and in original packaging. You cover return postage. A 5-20% deduction may apply if the item shows signs of use. |
| Arrived faulty or damaged | 30 days | Your choice of full refund, repair, or replacement. We cover return postage. |
| Develops a fault later | Up to 6 months | Repair or replacement first. If we can't fix it, full or partial refund. We assume the fault was there from delivery unless we can prove otherwise. |
Full refund. Item must be unused, uninstalled, and in original packaging. You cover return postage. A 5-20% deduction may apply if the item shows signs of use.
Your choice of full refund, repair, or replacement. We cover return postage.
Repair or replacement first. If we can't fix it, full or partial refund. We assume the fault was there from delivery unless we can prove otherwise.
Change of mind returns
You have 30 days from delivery to return an item you no longer want. No reason needed. The legal minimum is 14 days under the Consumer Contracts Regulations 2013 — we double it because we know it can take time to confirm a part fits your build.
The item must be:
- Unused and not installed or fitted on any vehicle
- In the same condition as when you received it
- In the original packaging with all parts, accessories, and documentation
You pay return postage. We recommend tracked and insured — the item is your responsibility until it reaches us. If the item comes back with signs of fitting, installation marks, missing packaging, or reduced condition, we may apply a restocking deduction of 5-20%.
We refund the item price plus whatever you paid for standard delivery. If you chose express shipping, we only refund the standard rate. Refunds are processed within 14 days of receiving the item back.
Items we can't accept back for change of mind
These are exempt under the Consumer Contracts Regulations because they're made to your specification:
- Custom-built battery packs and made-to-order assemblies
- Custom powdercoated or painted parts
- Special-order items not in our standard catalogue
- Electronics that have been installed, wired, or had firmware altered (controllers, BMS units, wiring looms, displays)
- Gift cards and digital products
Faulty, damaged, or not as described
Your rights under the Consumer Rights Act 2015 apply to every item we sell, including custom and made-to-order products.
Full refund, repair, or replacement — your choice. This is your short-term right to reject.
We repair or replace first. If that fails, you get a full or partial refund. The burden of proof is on us during this period.
You may still have a claim, but you'd need to show the fault was inherent. We assess case by case.
What isn't covered
- Incorrect installation or wiring, including incompatible controller and battery combinations
- Crash damage, drops, or impacts
- Water damage where the product isn't rated IP67 or higher — protect your parts from jets, hoses, and pressure washers
- Overloading or running outside rated specifications
- Modifications we didn't authorise, including shortening cables or swapping connectors
- Racing, competition, or use beyond normal recreational riding
- Normal wear (brake pads, chains, sprockets, tyres, seals)
- Ignoring our installation guides, first-charge instructions, or maintenance advice
Warranty periods
These apply from the date of purchase. Check individual product pages — some items carry longer coverage.
| Product | Period | Covers |
|---|---|---|
| EVFREAKS batteries | 12 months | Manufacturing defects. Not capacity loss from normal charge cycles. |
| Third-party batteries | 6 months | Manufacturing defects per the original manufacturer's terms. |
| Controllers | 12 months | Manufacturing defects. Damage from wrong settings isn't covered. |
| Chargers | 6 months | Manufacturing defects. |
| Mechanical parts | 6 months | Manufacturing defects. Wear items excluded. |
| Custom builds | 12 months | Our workmanship. Individual component warranties apply separately. |
Manufacturing defects. Not capacity loss from normal charge cycles.
Manufacturing defects per the original manufacturer's terms.
Manufacturing defects. Damage from wrong settings isn't covered.
Manufacturing defects.
Manufacturing defects. Wear items excluded.
Our workmanship. Individual component warranties apply separately.
Warranty sits alongside your statutory rights — whichever gives you the stronger protection applies.
To make a warranty claim:
Email info@evfreaks.uk or WhatsApp +44 7930 273034 with your order number, photos of the installation, photos or video of the fault, and a description of what happened. The more detail you give us upfront, the faster we can resolve it.
How refunds work
- Refunds go back to the original payment method — card, PayPal, Klarna, or Clearpay
- We never charge a processing fee for refunds
- Change of mind: item price plus standard delivery refunded. Express delivery refunded at the standard rate only
- Faulty items: item price, all delivery charges, and reasonable return postage costs refunded
- Your bank or payment provider may take 3-5 working days to show the refund after we process it
If a confirmed refund hasn't appeared after 7 working days, check with your bank first, then your payment provider (PayPal, Klarna, etc.). If it's still missing, email us and we'll chase it.
Exchanges
We don't do direct exchanges — most of our stock is specialist with limited availability. The fastest way is to return the original and place a new order.
Ordered the wrong part for your bike? Message us before you send anything back. We can check compatibility and might save you an unnecessary return. We'd rather help you get the right part first time.