return and refund policy FAQ

All Qulbix products are engineered, manufactured and shipped directly from our headquarters in Slovenia, European Union. Products from other brands (controllers, suspension, brakes etc.) are shipped from Qulbix headquarters too. We offer worldwide shipping to most countries. If your country is not listed at checkout, please contact us for a custom quote.

For items in stock, we typically process orders within 1-3 business days. For custom items (like frame kits with custom colours, custom dimensions etc.) a production time is 1-2 weeks. For bikes a typical production time is between 3-6 weeks. Production time also depends on a waiting list. During the high season (spring and summer) a production time can increase. Transit times vary by location, parcel courier and type of goods.

• Inside EU: No additional duties; VAT is included at checkout.
• Outside EU: For customers outside the European Union, standard import duties and taxes apply and must be paid by a customer. To ensure a seamless experience, Qulbix offers a DDP (Delivered Duty Paid) shipping service. By including all duties and taxes directly in your custom quote, we handle the entire customs process for you. This means your order arrives at your door with no hidden fees or additional payments required upon delivery.
  

• Qulbix products (frame kits, wheels, bikes): 2-year limited warranty against manufacturing defects.
• Qulbix Batteries: 2-year limited warranty against manufacturing defects.
• Products from other manufacturers: the same period as a manufacturer is offering, for most CN made products 1-year limited warranty against manufacturing defects applies.
• Note: Warranty does not cover damage from crashes, improper DIY assembly, racing, extreme riding or use exceeding the specified power limit.

Please email our support team at info@qulbix.com with your order number, a description of the issue, and clear photos or videos. We will guide you through the repair or replacement process.

Yes. We offer a 30-day return window for all standard products, including e-bikes and frame kits. You must notify us of your intent to return within 14 days of delivery, and the item must arrive at our facility in Slovenia within 30 days.

To be eligible for a refund, the product must be unused, in "as-new" condition, and in its original packaging. We cannot accept returns for items that have been installed, modified, or damaged due to crashes or improper DIY assembly.

Yes. Custom-made products or units built to your specific requirements cannot be returned for a refund.

• Restocking Fee: A 5% fee applies to all returns to cover technical inspection.
• Transaction Fees: Third-party fees (PayPal, Credit Card, Apple/Google Pay) are non-refundable.
• Shipping: All original and return shipping costs are the responsibility of the customer.