FAQ
Frequently Asked Questions
You will find answers to frequently asked questions about our services, and general inquiries here. If you cannot find an answer to your specific question, please do not hesitate to contact our customer support directly.
Ordering , payment & correspondence
We are manufacturers and usually only cooperate with companies, so when ordering, it is necessary to enter a business email address and a valid company VAT number
Bank transfer – SEPA
Since October 2025, European banks have introduced IBAN verification, the verification checks: whether the “IBAN number matches the account owner”, of course such verification is only possible for transactions within the country. International transactions are carried out through “correspondent banks” and such “automatic” verification is not impossible.
IMPORTANT!
Sparkasse Bank, Unicredi Bank and Raiffeisen Bank in Germany and Austria do not perform “IBAN verification” for international transactions, but “deceive” clients with false information that IBAN is incorrect or does not match the owner account, as you can see in the images above.
If you are a client of one of the aforementioned banks and receive such a notification, you can ignore this notification or perform manual IBAN verification, as described in the following question.
Yes, as we said, IBAN verification compares whether the “IBAN number is correct” and does it matches with “account holder”.
Each EU member state has a public database, where beside basic company information, can be found and bank accounts of company.
By simply comparing the data from the website, you can check whether the “account number” and “account owner” match from information from pro forma invoice.
For Hungarian company please follow link below:
(search for example: Q-CELL”, and In column “A cég pénzforgalmi jelzőszáma” you will see that the company name “Q-CELL” match with account number from our proforma invoice)
We advise clients to use business emails for placing orders and future correspondence, as gmx, icloud, hotmail, yahoo servers “read and delete” emails before they reach to users inbox, which preventing our client to receive important emails notification regarding the order
Invoices are issued through szamlazz.hu, which is directly connected to the Hungarian TAX office
Yes, we are able to issue you an proforma-invoice without VAT, if you provide us with a valid VAT number during the ordering process. It is also necessary that you make the payment from the company whose VAT number you provided us with, since the TAX office automatically charges your company for VAT
After we confirm your payment, the system will automatically send you an invoice confirming that the order has been paid
Registration and licence plates
Depending on the country, but usually, mopeds up to 1400W requires only insurance, while 1800W, 2200W or 3000W requires licence plates and insurance
Just COC (certificate of conformity) and original invoice
You can handle registration and insurance in one day
The manufacturer inherits certificates for installed components taken from other models, so that each vehicle automatically has a COC.
Of course, any vehicle which has: Headlights, turn signals, brakes and a horn can pass homologation and receive an individual COC.
Of course, all the vehicles below are “road legal”
Not much, between 100-200 EURO
Shipping & Delivery
Orders will be processed in 2 business days. You will receive your tracking number after that.
The shipping time varies from 8-11 days based on your location.
We ship from local warehouses (Poland EU) so there will be no Import Tax. Per your local laws
Yes! We offer FREE shipping on order over 2000 EURO
No, high-capacity lithium-ion batteries cannot be shipped by plane, so we can ship only to EU region
Yes. We recommend keeping the box and packaging your ebike was delivered in.
This way, if you change your mind within our 30-day free return window, you can can easily return it!
Yes. Due to the value of our products, a signature is required from an adult at the delivery address.
For FedEx and UPS deliveries, you can customize your delivery experience directly with the carrier.
Unfortunately, we cannot expedite the shipping of your scooter because of the size of the battery. There are strict restrictions on lithium batteries on airplanes, so it is impossible to ship via air. The only way we can deliver your new EBIKE or MOPED to you is via train and truck. It’s worth the wait!
Once orders are sent to our fulfillment centers for processing, it is very difficult to make updates. For this reason, modifications and/or cancellations might not be possible, but we promise we will do our best!
As such, if you need to modify your order or shipping address, or would like to cancel your order, please contact us as soon as possible. For cancellations, please note that after your order has been processed, we will not be able to honor your cancellation request.
No. Due to USPS size restrictions and delivery confirmation signature requirements, we won’t be able to ship your scooter to these types of addresses. We can ship to any commercial or residential address serviced by UPS and FedEx.
Parcel orders will ship via FedEx or UPS Ground. Your shipment is a high-value item and therefore requires a signature from an adult to receive it. Please be aware of your delivery date and ensure that your shipping address is accurate and complete.
FedEx and UPS provide tools to customize your delivery experience once your tracking number is ready. If you experience delivery issues, please see here. If you receive a delivery notification but haven’t received your scooter, please see here.
Please contact the carrier directly to provide instructions or resolve delivery issues.
Once the carrier is in possession of your order, then there is little we can do to help with delivery issues (For example, the carrier may ask for personal information that we are not able to provide). So the quickest way to solve any delivery issues is for you contact the carrier directly. If you need any other help, please don’t hesitate to contact us.
If you’ve had prior problems receiving packages at your location, consider asking the carrier to hold your order at a nearby terminal for pick-up.
If you are unable to receive your package, and it is returned to us, let us know and we will process your refund once our warehouse has confirmed your package has been received. If the returned parcel is lost in transit, then we may need your help to initiate a dispute. In any case, we promise that you’ll get what you paid for or a full refund.
If the carrier reports your order has been delivered but you haven’t received it, please contact the carrier directly for more information or check with your neighbors. If your order was mis-delivered or lost by the carrier, please issue a dispute, get the case ID and notify us immediately for further assistance.
We will resend or issue a refund as necessary to ensure your complete satisfaction. Please contact us within 7 days of the missed delivery to ensure we are best able to assist you!
Important: If you believe your order was stolen after being delivered to your property, then a serious crime may have occurred and you should collect evidence, contact the police, and notify us.
Return & Refund
Yes, please contact service@qcell.shop for help before shipping.
We will try our best to assist you, but please note orders cannot be changed after they are shipped.
If there is a problem covered by warranty, QCELL will help fix the problem or accept a return at no cost.
For Change of Mind returns, you will be responsible for the cost of return shipping.
Return shipping costs vary by distance. (Our return address is in Gdańsk Poland）
We accept change of mind returns. Learn more about our Return Policy here.
Should you need to return your scooter or send it in for a repair, please contact us for instructions and fill in the online form. Once your request is approved, we will send you the return shipping label. It is best to use official QCELL packaging (cartons and foam blocks) to return your scooter. Because of this, we recommend keeping your original packaging when you first receive your scooter, for at least 30 days. When packing the scooter, you will need to remove the handlebars and disconnect the cable and pack the scooter as it was originally. Then, you’ll need to remove or completely cover all stickers and shipping labels on the outside of the box. We regularly re-use boxes to reduce waste and old stickers and labels can cause delivery issues. You have two options to hand over your packed scooter box to FedEx: drop off at a FedEx location, or schedule an at-home pickup. Both options are free of charge, so we highly recommend scheduling a pickup due to convenience and service inconsistencies at FedEx locations. To Schedule an At-Home Pickup Have your tracking number handy and call +48 690 720 349 and say you want to “schedule a pick-up”, then specify that you are “using a label” when prompted for an account number. You will need to have the return label attached to the package. If you don’t have a printer, you may visit any FedEx location with your digital label to have it printed free of charge. To Drop at a FedEx Location Find a FedEx drop off location and bring your packed scooter box there. You do not need to print the return label as long as you have the digital version available for FedEx to see. We recommend contacting your location of choice ahead of time to ensure they are able to receive your package (especially if they are within another business, such as a drug store).
Batteries
No. Energy battery technology protects your battery from overcharging, so you can charge whenever you want.
The battery can undergo 500 cycles of charging and discharging under normal working temperatures (0-45 °C for charging and -15-60 °C for discharging).
We accept change of mind returns. Learn more about our Return Policy here.
Bikes & Features
The SX folded dimensions are 80cm x 67cm x 44cm
The SX is fitted with a 20” x 1.95 inch tire. It gives it a comfortable ride, while remaining very agile and precise.
The SX is equipped with an adjustable seat-post, handlebar post, and stem. The suggested rider’s height is approximate 145cm – 195 cm, and the suggested rider’s maximum weight is 120 kg.
The SX battery is located in frame and equipped with Samsung cells, offering the best-in-class range and performance.
The battery life span is around 1500 cycles, so it should last 5-6+ years if properly charged. You can also order a new or extra battery via our customer portal shop.
The battery is removable but still invisable, which to give the bike a complete stealth look. A rear USB port is also built-in allowing you to charge your smart devices on the go.
We recommend purchasing additional 36V 7.8Ah battery for extended range op yo 160km.
Warranty
All new vehicles come with a 2-year (24 month) unlimited mileage vehicle warranty. This warranty commences from the date of delivery.
Our Vehicle Warranty covers the frame, swing arm, fork, rear shock, brake assemblies, instruments, storage tank, battery housing, controller housing, handlebar controls, seat and paintwork.
The Vehicle Warranty covers the repair or replacement of any covered part which is defective in material or factory workmanship under normal on road use for the period of warranty. Any part found to be so defective during this period will be repaired or replaced at the discretion of ACTIV electric vehicles or one of its approved partners. Any replaced or repaired part will be covered under warranty for the remainder of the warranty period. Consumable items which are subject to replacement or adjustment are not included under the vehicle warranty unless this work is required as a direct result of a manufacturing defect.
For the avoidance of doubt, the warranty does not cover damage caused as a result of accident or mishandling or not storing your vehicle as per the instructions in the owner’s handbook or damage caused by misuse of the vehicle.
All new ebikes, mopeds and motorcycles come with a 3-year (36 month) or 5.000km for ebikes and 40.000km battery and drivetrain warranty, which commences from the date of delivery. The customer has the option to purchase a further 2-year (24 month) or 25.000km extended battery and drivetrain warranty.
The battery and drivetrain warranty covers the removable battery/batteries, dual battery control unit, motor controller, hub motor and internal wiring.
The Battery and Drivetrain Warranty covers the repair or replacement of any covered part which is defective in material or factory workmanship under normal use for the period of warranty. Any part found to be so defective during this period will be repaired or replaced at the discretion of ACTIV Electric Vehicles Limited or one of its approved partners. Any part replaced or repaired will be covered under warranty for the remainder of the warranty period
What should I expect of my battery performance over time?
Please note, there is a normal, expected battery capacity/range reduction over time when in use. Depending on use, charging and storage conditions, batteries will degrade throughout the duration of the warranty period. Therefore, in accordance with this warranty, will only replace a battery that exhibits a nominal storage capacity reduction of greater than 20% of the published nominal capacity, as measured by ACTIV Electric Vehicles or a ACTIV Electric Vehicles-approved partner. This will require ACTIV Electric Vehicles or one of its partners to take the battery for a test period.
Where applicable, the purchase of any additional battery comes with a standard 3-year battery warranty separate from the original battery and drivetrain warranty provided as part of an original vehicle purchase.
For the avoidance of doubt, the warranty does not cover damage caused as a result of accident or mishandling or not storing your vehicle as per the instructions in the owner’s handbook or damage caused by misuse of the vehicle.
The warranty does not cover:
The cost of parts and labour involved in any routine servicing, care and maintenance.
Items that are expected to wear and tear due to their normal function such as tyres, footpegs, grips, fork seals, brake pads. Note, this list is not exhaustive.
Defects to the front fork oil seals, as they are subject to wear and tear. This includes but is not limited to damage caused by stone chips to the inner fork tubes.
Deterioration of paint, polished aluminium, or trim due to wear and tear, exposure, or lack of correct maintenance as detailed in the Owner’s Handbook.
Any damage including but not limited to wheel or spoke damage resulting from off-road use.
Any ebike, moped or motorcycle which has had its Vehicle Identification Number (VIN) tampered with or removed, or if the odometer reading has been tampered with.
Corrosion due to lack of proper cleaning and care. To avoid corrosion, we recommend cleaning the bike with a mild detergent and a non-abrasive sponge after every use in wet conditions. More information is available in the Owner’s Handbook.
A motorcycle that is not homologated for the market it was manufactured for and therefore does not meet the operational specification for that market.
The results of any modifications made to the motorcycle to conform with legal or local requirements of a market for which it was not manufactured for, unless authorised by QCELL Electric Vehicles Limited.
Misuse of the vehicle, including racing/competition, commercial activities, and overloading.
Damage, malfunctions, or performance problems caused by the failure to follow recommended maintenance requirements as set forth in the Owner’s Manual.
Damage, malfunctions, or performance problems caused by aftermarket accessories not approved by ACTIV Electric Vehicles .
Damage, malfunctions, or performance problems due to modification of the motorcycle for any reason without authorisation from ACTIV Electric Vehicles .
Damage, malfunctions, or performance problems due to not following the correct battery charging and storage methods as detailed in the Owners Handbook.
Damage, malfunctions, or performance problems caused by the use of any charger not approved by ACTIV Electric Vehicles .
Damage, malfunctions, or performance problems caused by fire, collision, accident, or improper storage.
Damage, malfunctions, or performance problems caused by continued operation of the motorcycle after a warning light, gauge reading, or other warning indicates a mechanical or operational problem or other performance issues have become evident.
Damage, malfunctions, or performance problems caused by external factors including airborne industrial pollutants (e.g. acid rain), bird droppings, tree sap, stones, floodwater, windstorms, or other similar occurrences.
Motorcycles severely damaged or declared a total loss by an insurer.
Motorcycles reassembled from or repaired with parts obtained from another used motorcycle.
Using and/or storing the vehicle or battery outside the range of -20°C to 60°C.
Attempting to charge the battery at or below 0°C.
Batteries that have been stored at a state of charge below 10% or above 90% for more than 30 days. If stored long term, check the state of charge at least monthly, and charge it back up to at least 60% if it drops below 30%.
This limited warranty does not cover any incidental or consequential damages, including:
Loss of value of the motorcycle
Lost profits or earnings
Out-of-pocket expenses for substitute transportation or lodging
Expenses associated with returning the covered product to an authorised service facility or dealer
Towing and/or roadside assistance expenses
Expenses associated with returning the covered product back to its owner, mechanic’s travel time or communication charges, loss or damage to personal property, loss of time, or inconvenience.
