Refund and Returns Policy

We want you to be confident when purchasing from REDX. This policy explains when products may be returned, how refunds are handled and your rights under South African consumer law.

Last updated: 20 August 2026

1. Your consumer rights

This Refund and Returns Policy applies to products purchased from RED X EBIKES (PTY) LTD, registration number 2026/238937/07, through the REDX online store.

Nothing in this policy limits or removes any rights you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law.

2. Cooling-off period for online purchases

Where the cooling-off provisions of the Electronic Communications and Transactions Act apply, you may cancel an online purchase without giving a reason within 7 days after receiving the goods.

If you exercise this right, you will be responsible for the direct cost of returning the goods to REDX.

Once a valid cancellation has been received, REDX will refund the payment as required by law. Where the statutory cooling-off right applies, the refund will be made within 30 days of cancellation.

3. Incorrect or damaged deliveries

If you receive the wrong product, an incomplete order or a product that appears to have been damaged during delivery, please contact REDX as soon as reasonably possible after receiving your order.

Please provide your order details and, where appropriate, photographs of the product, packaging and visible damage so that we can investigate the issue.

Where REDX has supplied the incorrect goods or the goods were damaged before delivery to you, REDX will arrange the appropriate remedy in accordance with applicable law.

4. Defective products

REDX products are subject to the implied warranty of quality contained in the Consumer Protection Act.

Where a product fails to meet the quality standards required by the Consumer Protection Act within 6 months after delivery, you may return the product without penalty and at REDX's risk and expense where the Act applies.

In qualifying circumstances, the customer may choose to have the defective product:

• repaired;
• replaced; or
• refunded.

REDX may inspect or arrange an assessment of a returned product to establish the nature and cause of the reported fault. This does not remove or restrict any statutory right available to the customer.

If REDX repairs a product or component and, within three months after that repair, the same problem has not been remedied or another failure, defect or unsafe feature is discovered, the remedies provided by the Consumer Protection Act will apply.

5. Damage that is not a product defect

A return under the statutory warranty does not apply where the problem was caused after the product left REDX's control through circumstances such as:

• accident or collision damage;
• misuse or abuse;
• unauthorised modification;
• incorrect assembly or repair by an unauthorised person;
• failure to follow reasonable operating or maintenance instructions;
• improper storage or charging; or
• normal wear and tear rather than a product defect.

Each claim will be assessed according to the circumstances and applicable South African consumer law.

6. Change-of-mind returns

Your statutory rights relating to online purchases, defective goods and incorrectly supplied goods remain unaffected.

Outside those statutory rights, REDX is not required to accept a return solely because you have changed your mind, ordered the wrong product or no longer want the product.

REDX may nevertheless agree to a return at its discretion. Any such return must be approved by REDX before the product is sent back.

7. Returning a product

Before returning an e-bike, part or accessory, please contact REDX with your order information and the reason for the return.

Depending on the reason for the return, we may ask for photographs, video, serial numbers or other reasonable information to help assess the issue and determine the appropriate return arrangements.

Please do not send a product back without first contacting REDX so that the appropriate return or collection arrangements can be confirmed.

Products should be returned with all components, accessories, keys, chargers, manuals and other items originally supplied with them where reasonably applicable.

8. Return transport costs

Where a product is returned because it is defective or does not comply with the requirements of the Consumer Protection Act, REDX will bear the return risk and expense where required by law.

Where you cancel an eligible online transaction using the 7-day cooling-off right under the Electronic Communications and Transactions Act, you are responsible for the direct cost of returning the goods.

For any discretionary return outside your statutory rights, return transport costs will be agreed with you before the return is accepted.

9. Refunds

Once a return has been accepted and a refund is due, REDX will process the refund in accordance with the applicable legal requirements.

Refunds will normally be made using the original payment method where reasonably possible. Depending on the bank or payment provider, it may take additional time for the refunded amount to reflect in your account after REDX has processed it.

REDX will not charge a restocking or cancellation penalty where this would conflict with a consumer's statutory right to a refund.

10. Manufacturer and additional warranties

Some REDX products or components may be supplied with an additional manufacturer or REDX warranty.

Any additional warranty operates alongside your statutory consumer rights and does not replace or reduce the protections provided by South African law.

Where an additional warranty applies, the specific warranty terms and period provided with that product will apply.

11. Contact REDX

To request a return, report a defective product or ask a question about a refund, please contact REDX using the contact details provided on this website.

Please include your order number and enough information for us to identify the product and understand the reason for your return.

Please also see our Terms and Conditions for the terms governing purchases made through the REDX website.