What changed on October 7, 2026: Adds the email you get when an order is late, says refunds for orders that never shipped include shipping, says the 48-hour window doesn’t cut your legal rights, and says e-bikes bought on a brand’s website aren’t covered.
In plain words: Your money is held until the seller ships with tracking. If it never ships, you get a full refund. When it arrives, you have 48 hours to check it: if it’s wrong or damaged, open a case from your order page and a person at IonxSupply reviews it. If a part doesn’t fit a bike the listing says it fits, the seller takes it back and refunds you. This summary is here to get you oriented. The full text below is the binding version.
How you’re protected
Your payment is held by IonxSupply and only released to the seller when they ship with tracking. Sellers must ship within 5 business days, and each listing shows the date it ships by. If the seller misses that date, we email you so you can keep waiting or cancel. If a seller never ships, you get a full refund from the held funds, and the seller is never paid for that order. Once the order is past its ship-by date, ask to cancel from your Orders page and a person at IonxSupply issues the refund. It is not instant. A refund for an order that never shipped includes the shipping you paid.
Wrong, damaged or not as described
You have a 48-hour inspection window after delivery to open a case from your Orders page and describe the issue. To send photos, reply to the email confirming your case. A person at IonxSupply reviews it within 3 business days. If the item was not as described or arrived damaged, the seller must take it back and refund you, under the Seller agreement. Refunds go back to your original payment method.
This window is for opening a case with IonxSupply. It doesn’t shorten any warranty from the maker or any right you have against the seller under the law.
Doesn’t fit your bike
Listed for your bike, doesn’t fit: if your bike is on the listing’s fitment list (or the listing says “Universal fit”) and the part doesn’t fit, open a case from your Orders page within 7 days of delivery and choose “It doesn’t fit my bike”. Keep the part uninstalled, unused and in its packaging. The seller takes it back, pays return shipping and refunds you in full, including the shipping you paid.
Your bike wasn’t on the list: that’s not covered. Many sellers will still take it back; if they do, you pay return shipping. Not sure it fits? Email support@ionxsupply.com before you buy.
Batteries: never mail a lithium battery back on your own. Open a case and the seller arranges a compliant return shipment at their cost when the pack is defective or doesn’t fit as listed.
Tracking stopped, or it never arrived
If tracking stops moving, or says delivered and you don’t have it, open a case from your Orders page. A person at IonxSupply looks into it with the seller and emails you.
Who refunds you
Before the seller is paid, a refund comes from your held payment. After the seller is paid, the refund is the seller’s to give under the Seller agreement. IonxSupply reviews every case and enforces that agreement: we can reverse the seller’s payout while their Stripe balance covers it, hold their payouts, or suspend their shop. Nothing in this policy limits the rights your card issuer gives you. Nothing in this policy limits rights you have under the law.
What’s not covered
Buyer’s remorse, parts bought for a bike that wasn’t on the listing’s fitment list, and condition on used or for-parts items that the listing honestly disclosed. If the listing’s photos and description honestly showed the condition, a complaint about that condition isn’t covered.
E-bikes bought on a brand’s own website through our Complete bikes pages (/bikes) aren’t covered. The brand is the seller, and its terms apply.
Returns
Where a case calls for a return, you ship it back with tracking within 7 days of the decision. When the seller has it back, the seller refunds you through IonxSupply, to your original payment method. A person at IonxSupply handles that step, so it is not instant. Return shipping: the seller pays when the item was not as described or did not fit a bike the listing says it fits; otherwise you pay. Return shipping the seller owes is theirs to arrange and pay. IonxSupply does not collect it for them.