Refund policy
Custom orders, deposits, and staged payments
Except where applicable law provides otherwise, all goods made, modified, sourced, programmed, painted, or configured to a customer's requirements, and custom services already performed, are generally not eligible for cancellation, return, exchange, or refund for change of mind, budget changes, incorrect configuration choices, or local registration and road-use restrictions.
The US$3,000 deposit reserves production time and begins engineering preparation and dedicated parts sourcing. The US$500-per-unit flexible payment is only for progress payments, final balances, price adjustments, or other project charges confirmed in writing. These payments are credited to the corresponding project. They do not represent the full project price and do not automatically change the project configuration, delivery scope, or lead time. The buyer must ensure that the payment amount, purpose, and project reference match the written payment notice.
After production, sourcing, design, programming, or other dedicated work has begun, deposits and staged payments are non-refundable to the extent of work completed, dedicated costs incurred, irrevocable commitments made, and applicable fees. If the buyer requests cancellation, Ghostfire Archive may determine whether any uncommitted portion is refundable after accounting for completed work and costs already incurred or irrevocably committed. Any refund, cancellation, or scope change must be confirmed by Ghostfire Archive in writing.
This rule does not limit remedies for an incorrect shipment, a material difference from the confirmed written specification, shipping damage, a verified defect, or consumer rights that cannot be excluded under applicable law.
Made-to-order commitment
Every custom Ninebot vehicle is prepared around the customer's confirmed choices. This allows us to provide specialized fabrication, finishing and configuration, but it also means dedicated parts and workshop time are committed specifically to one order.
This section applies to modified Ninebot electric motorcycles, including the Ninebot MMAX MK2, and to products described as custom, bespoke, made to order, built to specification, modified, machined, cut, painted, coated, color converted, programmed, engraved, sourced to order or special order.
When production begins
By submitting payment and completing the product-page acknowledgement, the customer asks Ghostfire Archive to begin sourcing and production after payment is accepted. Work may include fabrication, machining, coating, painting, assembly, programming and procurement of dedicated parts.
Once production or dedicated procurement has begun, a custom order is final sale and we cannot normally accept a cancellation, return, exchange or refund for a change of mind. Examples include a later preference for another color or configuration, a change in budget, failure to review selected options, or local registration and road-use limitations where we made no written road-legal promise.
Before checkout, please review the confirmed configuration, selected options, total product price, the approximately 15-day production estimate unless otherwise stated, the fact that shipping is charged separately, and the import, registration and road-use rules for the destination.
If you need a change
Contact us as soon as possible. We will review the stage of the order and explain clearly what can still be changed. A change is valid only when we accept it in writing. Accepted changes may require additional payment and may extend the production schedule. Some changes will no longer be possible after the relevant work or procurement has begun.
Clear order records
To help prevent mistakes and resolve questions fairly, we keep the selected configuration, required acknowledgement, order confirmation, relevant communications and production records in accordance with our Privacy Policy.
Standard stock parts
Please contact us before returning a standard stock item. For a voluntary return to be considered, the item should be unused, uninstalled, unprogrammed, unaltered, in its original condition and packaging, and accompanied by proof of purchase.
Electrical or electronic parts that have been installed, connected, programmed or altered may not be eligible for a voluntary return unless required by law. Please wait for written return approval and the correct return address before sending anything, so the package reaches the right team and can be assessed promptly.
If something is not right
The custom final-sale rule does not apply where we send the wrong item, the delivered product differs materially from the confirmed written specification, it arrives damaged, a verified manufacturing defect is present, we cannot fulfil the confirmed order, or applicable law requires another remedy.
If an item arrives damaged, incorrect or apparently defective, stop using it and contact us promptly with the order number, a description of the issue, and clear photographs or video where appropriate. Retain the product, packaging and shipping materials while the issue is reviewed. After assessment, we will provide the repair, replacement, refund or other remedy required by applicable law or agreed with you.