Refund policy

Refund Policy

Last updated: 6.12.25

Thank you for shopping with EVFREAKS Electric Performance. We want you to be happy with the parts you buy from us. This policy explains when and how you can return items and request a refund.

This policy applies to purchases made on evfreaks.uk. It does not affect your statutory rights.

1. Return window

You can request a return within 14 days of the date you receive your order.

After 14 days we normally cannot offer a refund, except where required by law or where a product is faulty.

2. Conditions for returns

To be eligible for a return, an item must meet all of these conditions:

- Unused and not installed or fitted on a bike  
- In the same condition as received  
- In the original packaging with all parts and accessories  
- With a proof of purchase from EVFreaks (order number or receipt)

We reserve the right to refuse returns that show signs of use, installation, modification, damage from incorrect use, or poor packaging on the way back to us.

3. Items that cannot be returned

The following items are normally non refundable unless they are faulty:

- Custom built batteries and made to order battery packs  
- Custom powdercoated or painted parts  
- Special order items that are not part of our standard catalogue  
- Electronic components that have been installed, modified, or wired, such as controllers, BMS units, wiring looms and display units  
- Gift cards and digital products

If you believe one of these items is faulty, contact us and we will assess it case by case.

4. Faulty or damaged items

If an item arrives damaged or develops a fault within a reasonable time:

- Contact us at info@evfreaks.uk with your order number, description of the problem and clear photos or video  
- Do not continue to use the product if it appears unsafe or damaged  
- We may ask you to send the item back for inspection

If the fault is confirmed and is not caused by misuse, incorrect installation, lack of maintenance, accident, water ingress or modification, we will usually offer one of these options:

- Repair  
- Replacement  
- Partial refund  
- Full refund

For batteries and controllers we may ask for technical tests or inspection by our technicians before a decision is made.

5. How to request a return

To start a return:

1. Email info@evfreaks.uk with:
   - Your name  
   - Order number  
   - Item you want to return  
   - Reason for the return  
   - Photos if the item is damaged or faulty
2. We will respond with instructions and, if the return is approved, a return address and RMA reference.
3. Pack the item carefully so it cannot be damaged in transit.

Unless we tell you otherwise in writing:

- You are responsible for the cost of returning the item  
- You are responsible for the item until it reaches us, so we strongly recommend a tracked and insured service

6. Refunds

Once your return is received and inspected we will email you to let you know if the refund is approved or rejected.

If approved:

- Refunds are processed to your original payment method  
- Banks and payment providers can take several working days to show the refund on your account

Shipping costs paid on the original order are normally non refundable, except where we made a mistake, or where the item was confirmed as faulty.

7. Exchanges

We do not guarantee direct exchanges due to limited stock. If you want a different item, the fastest way is:

- Return the original item under this policy  
- Place a new order for the item you want

8. Warranty on batteries and electronics

Some batteries, controllers and electronic products come with a warranty. Where a written warranty is stated on the product page, that warranty applies alongside this refund policy.

Warranty does not cover:

- Damage from incorrect use, overloading or misuse  
- Damage from water or moisture where a product is not fully sealed to IP67 or higher  
- Damage from incorrect installation, poor wiring or non compatible settings  
- Normal wear and tear

If you need to make a warranty claim, email info@evfreaks.uk or our phone number +447930273034 with your order number and full details.

9. Late or missing refunds

If you have not received a refund after we have confirmed it:

- Check with your bank or card provider  
- Then contact your payment provider such as PayPal, Klarna or Clearpay if used  
- If you still need help, contact us at info@evfreaks.uk

10. Contact

If you have any questions about this refund policy, contact us at:

EVFREAKS ELECTRIC PERFORMANCE LIMITED
Email: info@evfreaks.uk

Phone number: 447930273034
Registered address: 

71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Company number: 16431783