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Refund policy

Change of mind: 30-day returns

You can return items within 30 days of delivery if they are unused, in original condition and in their original packaging. Installed electrical components (such as displays, throttles and wiring) can't be returned for a change of mind once installed. This doesn't apply to defective items (see below).

How to return

Email exaarstore@gmail.com from the email address on your order, with your order number and the reason for the return. We'll send you a prepaid return label and instructions. Please don't send items back without contacting us first.

Refunds

Once we receive and inspect your return, we process your refund to your original payment method within 5–7 business days. Your bank may take a few extra days to show it.

Damaged, wrong or missing items

If your order arrives damaged, incorrect or incomplete, contact us as soon as possible with your order number and photos of the item and packaging. We'll arrange a replacement, the missing part, or a refund.

Defective products (including installed products)

If a product stops working properly because of a defect in the product itself, for example a display that won't power on, a throttle that doesn't respond, or a brake component with a manufacturing fault, this is not a change-of-mind return:

  1. Stop using the product. If it is a brake component, don't ride until your brakes are working correctly.
  2. Email us with your order number, a description of the problem, and photos or a short video. We may ask a few troubleshooting questions (for example how it was wired and which bike it's on).
  3. If the product is defective, we will repair it, replace it or refund you, and cover the return shipping, in line with your rights under the law.

A product isn't considered defective when the problem is caused by incorrect installation or wiring, use with an incompatible bike or voltage, modification, accidents, misuse, or normal wear (such as brake pad wear). We'll still try to help you find the cause.

Manufacturer warranties

Where a product comes with a manufacturer's warranty, that warranty applies in addition to your rights under this policy and the law, and we'll help you make a claim.

Pre-orders

You can cancel a pre-order for a full refund at any time before it ships. If a pre-order is delayed beyond the time shown on the product page (or 30 days if no time is shown), we'll email you and you can choose to wait or cancel for a full refund.

Your legal rights

This policy doesn't affect your rights under consumer protection laws where you live.