Refund policy


ff customz Return and Refund Policy

Last updated: June 2026

This policy applies to orders placed through ffcustomz.com.

Nothing in this policy removes or limits your rights under the Australian Consumer Law.

1. Cancellations

Orders can be cancelled within 24 hours of purchase, as long as the order has not already been processed, packed, made, customised or shipped.

If your order has already been processed, packed, made, customised or shipped, we may not be able to cancel it.

ff customz may cancel and refund an order if needed, including for stock errors, pricing errors, suspected fraud, incorrect customer details, compatibility concerns, unsafe product use, or any issue that prevents us from supplying the order.

2. Compatibility Before Ordering

Many ff customz products are made for specific eBike models, wiring setups, controllers, throttles, displays and connector types.

Before ordering, please read the product page carefully and contact us if you are unsure whether the product will work with your bike.

If you order the wrong item, or the product does not work because your bike is not compatible, this may be treated as incorrect selection rather than a product fault.

If the product is not faulty, matches the product description, and the issue is caused by incorrect selection or bike incompatibility, we may not accept a return or refund for change of mind.

3. Change of Mind Returns

We do not normally accept change of mind returns. This includes situations where:

  • you ordered the wrong item
  • you no longer want the item
  • you found a cheaper product elsewhere
  • you changed your mind after ordering
  • the item does not fit because compatibility was not checked first
  • the item has been installed, used, modified, damaged or wired incorrectly

We may approve a change of mind return at our discretion. If approved, the item must be unused, uninstalled, undamaged, in original condition, and returned with all included parts, packaging and accessories. Return shipping for approved change of mind returns is the customer's responsibility.

4. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, contact us as soon as possible. Please include:

  • your order number
  • clear photos or videos of the issue
  • photos of the packaging if it arrived damaged
  • a clear explanation of the problem
  • your bike model and setup if the issue relates to compatibility or installation

We may need to inspect, test or assess the product before confirming the best solution. Depending on the issue, we may offer a repair, replacement, refund, store credit, missing part, troubleshooting help or another suitable remedy.

5. 48 Hour Reporting Request

Please report damaged, incorrect or faulty items within 48 hours of delivery where possible. This helps us investigate the issue quickly, especially for courier damage, missing parts or incorrect items. This 48 hour request does not remove or limit your rights under the Australian Consumer Law.

6. Minor Problems

If the product has a minor problem, we may choose to repair the item, replace it, provide a missing part, help with troubleshooting, or offer another suitable solution.

7. Major Problems

If the product has a major problem under the Australian Consumer Law, you may be entitled to choose a refund or replacement.

8. Incorrect Installation, Misuse or Modification

ff customz is not responsible for damage or faults caused by:

  • incorrect wiring
  • incorrect installation
  • cutting, soldering or modifying the product
  • forcing connectors
  • using the product on an incompatible bike
  • water damage
  • crash damage
  • short circuits
  • misuse
  • using the product outside its intended purpose

If a product has been installed incorrectly, modified, damaged or misused, we may refuse a return or refund unless required by law.

9. Shipping Fees

For approved change of mind returns, original shipping fees are normally not refunded. If a refund is required under the Australian Consumer Law because of a major problem or other valid consumer guarantee issue, shipping fees will be handled in accordance with the law.

10. Return Shipping

For approved change of mind returns, the customer pays return shipping. For confirmed faulty, damaged or incorrect items, ff customz will provide a suitable solution in accordance with Australian Consumer Law. This may include covering reasonable return shipping where required.

Do not send items back without contacting us first. Returns sent without approval may be delayed or rejected.

11. Refund Timing

Approved refunds will usually be processed back to the original payment method. Refunds may take 7–10 business days to appear depending on your bank, card provider or payment platform.

12. Contact

For refund, return or cancellation help, contact ff customz.

email: aiden.hoadley@hotmail.com

Please include your order number so we can help faster.