Last Updated: August 31, 2026
At ARC, we want you to be confident in every purchase. If you are not completely satisfied with your order, you may be eligible to return or exchange your item in accordance with the terms below.
This Refund & Return Policy applies to purchases made directly through www.arcbikehub.com.
1. 30-Day Return Policy
We accept eligible returns within 30 days of the date you receive your order.
To qualify for a return, the item must generally:
Be unused, uninstalled, and in resalable condition;
Be returned with its original packaging, accessories, manuals, adapters, hardware, and other included components;
Show no signs of installation, riding, modification, misuse, scratches, damage, or excessive handling;
Include proof of purchase or the original order number.
Please contact us before sending any item back. Returns sent without prior authorization may be delayed or refused where permitted by applicable law.
Nothing in this section limits any statutory consumer rights that may apply in your country or region.
2. How to Request a Return
To request a return, please contact us at:
Email: [email protected]
Please include:
Your order number;
Your name and email address used for the order;
The product you wish to return;
The reason for the return;
Photos or videos if the item is defective, damaged, incorrect, or has another product-related issue.
Once your return request has been reviewed, we will provide return instructions and, where applicable, the return address.
Please do not return products without first contacting us.
3. Change-of-Mind Returns
If you simply change your mind, order the wrong specification, or no longer want the product, you may return an eligible item within the applicable return period.
For voluntary change-of-mind returns:
The customer is generally responsible for return shipping costs;
Original shipping charges are generally non-refundable unless required otherwise by applicable law;
The product must meet the return conditions described above;
We recommend using a trackable shipping service.
ARC is not responsible for returned packages lost or damaged during return shipping where the return carrier was selected by the customer.
For customers in jurisdictions where consumer law provides additional rights, including the European Union and United Kingdom, those statutory rights will continue to apply.
4. Incorrect Product or Specification Ordered
Bicycle hubs and related components are available in different specifications, including axle sizes, hub spacing, spoke hole counts, freehub body standards, brake interfaces, and other configurations.
Customers are responsible for reviewing product specifications and compatibility before placing an order.
If you ordered the wrong size, specification, freehub body, axle configuration, or other product option, you may request a return or exchange provided the product remains eligible for return.
Return shipping costs for customer ordering errors are normally the customer’s responsibility unless otherwise required by applicable law.
If you are unsure about compatibility before purchasing, please contact us for assistance.
5. Damaged, Defective, or Incorrect Items
We inspect our products before shipment, but if you receive an item that is:
Damaged during transportation;
Defective;
Different from the item or specification you ordered; or
Missing essential components,
please contact us as soon as reasonably possible after delivery.
Include your order number and clear photos or videos showing the issue.
After verification, we may, depending on the circumstances and your applicable legal rights:
Send a replacement product or replacement component;
Repair the product where appropriate;
Offer an exchange;
Provide a partial refund; or
Provide a full refund.
Where the return is due to a verified defect, shipping damage, or an error made by ARC, we will cover reasonable return or replacement shipping costs where required.
Reporting visible shipping damage promptly helps us investigate the issue with the carrier, but this does not limit any statutory rights you may have.
6. Product Installation and Compatibility
Many ARC products are precision bicycle components that require correct installation and compatibility with other bicycle parts.
Before installation, please confirm that the product specifications are compatible with your bicycle, wheelset, drivetrain, axle system, brake system, cassette, and other relevant components.
Products that have been installed, ridden, modified, incorrectly assembled, misused, or damaged because of improper installation may not qualify for a voluntary return.
This does not exclude or limit your rights regarding products that were defective when supplied or any other rights that cannot legally be excluded.
We recommend that bicycle components be installed by a qualified bicycle mechanic if you are unsure about installation.
7. Exchanges
Eligible products may be exchanged for another specification or product, subject to availability.
If the replacement product has a different price:
You may be required to pay the difference if the replacement costs more; or
We will refund the applicable difference if the replacement costs less.
Customers are generally responsible for shipping costs associated with voluntary exchanges unless the exchange is required because of an ARC error, a defective product, or applicable consumer law.
8. Non-Returnable Items
Except where applicable law provides otherwise, we may not accept voluntary returns for:
Products that have been installed, used, ridden, or modified;
Products damaged through misuse, improper installation, accidents, or unauthorized modification;
Products missing significant original components or accessories;
Personalized, customized, or made-to-order products produced specifically to the customer’s specifications;
Items specifically marked as final sale or non-returnable, where such restrictions are legally permitted.
These exclusions do not affect statutory rights relating to defective, incorrectly described, or non-conforming products.
9. Customized and Made-to-Order Products
Certain ARC products may be customized or manufactured according to customer-selected specifications.
Customized or clearly personalized products may not qualify for change-of-mind returns once production has started, to the extent permitted by applicable law.
If a customized product arrives defective, damaged, or does not match the agreed specifications, please contact us and we will review the issue in accordance with this Policy and applicable law.
10. Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will normally be issued to your original payment method.
Refund processing usually takes approximately 5–10 business days after approval, although your bank, credit card issuer, PayPal, or other payment provider may require additional time to post the refund to your account.
Where applicable consumer law requires a shorter or specific refund period, we will comply with that requirement.
We do not normally issue refunds to a different payment method unless required or agreed otherwise.
11. Shipping Charges
For voluntary returns outside any statutory withdrawal right:
Original shipping charges are generally non-refundable;
Return shipping costs are generally the responsibility of the customer.
If the return is caused by a verified defective, damaged, or incorrect item supplied by ARC, we will cover reasonable return shipping costs where applicable.
Different rules may apply to customers exercising statutory cancellation or withdrawal rights in certain jurisdictions.
12. EU and UK Customers – Right of Withdrawal
If you are a consumer located in the European Union, European Economic Area, or United Kingdom, you may have a statutory right to cancel an eligible online purchase within 14 days after receiving the goods, without providing a reason, subject to applicable exceptions.
To exercise this right, you must notify us clearly of your decision to withdraw within the applicable statutory period.
After notifying us, you must return the goods within the period required by applicable law.
Unless otherwise required by law or agreed by ARC, customers exercising a change-of-mind statutory withdrawal may be responsible for the direct cost of returning the goods.
Where legally required, we will refund the purchase price together with the cost of our least expensive standard delivery option. Additional costs resulting from your choice of a more expensive shipping service may not be refundable.
You may inspect the product as reasonably necessary to determine its nature, characteristics, and functioning. Where legally permitted, we may reduce the refund to reflect diminished value caused by handling beyond what would reasonably be allowed in a physical retail store.
Certain products, including goods made to the consumer’s specifications or clearly personalized products, may be exempt from the statutory withdrawal right where permitted by applicable law.
Nothing in this Policy limits your mandatory consumer rights under applicable EU, EEA, UK, or national consumer protection laws.
13. Duties, Taxes, and Import Charges
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.
Where such charges are paid directly by the customer to customs authorities, carriers, or other third parties, ARC generally cannot refund those charges.
You may need to contact your local customs authority or carrier regarding reimbursement eligibility.
This does not affect any rights you may have under applicable law.
14. Order Cancellations
If you wish to cancel an order before it ships, please contact us as soon as possible.
We will make reasonable efforts to cancel the order before dispatch, but cancellation cannot be guaranteed once the order has entered processing, production, or shipping.
For customized or made-to-order products, cancellation may not be possible after manufacturing has started.
If the order has already shipped, you may need to receive the package and request a return under this Policy.
15. Refused or Undeliverable Packages
If a package is returned to us because:
The delivery address provided was incorrect;
Delivery was repeatedly refused or unsuccessful;
The customer failed to collect the package;
Required customs duties or import charges were not paid;
we may deduct reasonable shipping, return shipping, customs, carrier, or handling costs from the refund where permitted by applicable law.
16. Consumer Rights
This Refund & Return Policy is intended to provide additional information about our return procedures.
Nothing in this Policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded or restricted under the laws applicable to you.
If there is any conflict between this Policy and mandatory consumer protection law, the mandatory legal requirements will apply.
17. Changes to This Policy
We may update this Refund & Return Policy from time to time to reflect changes to our business practices, products, services, or legal requirements.
Any updated version will be posted on this page with a revised “Last Updated” date.
18. Contact Us
If you have questions about a return, refund, exchange, or product issue, please contact us:
ARC Official Store
Website: www.arcbikehub.com
Email: [email protected]
Address: No. 112, Dongting North Road, High-tech Zone, Taicang, Jiangsu 215400, China