Refunds & Returns
Our Returns Policy complies with two pieces of legislation – the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable.
If you are unhappy with your item, please let us know. Our Returns Policy gives you 30 days to return or exchange an item bought online with a valid receipt. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.
To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. To obtain a refund, the goods must be returned in an “as new” condition. “As new” condition is defined as unridden. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items.
To complete your refund or exchange, we require a receipt or proof of purchase. Please do not send your purchase back to us without it.
Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.
But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you – whichever is later).
After the initial 30 days, you can’t demand a full refund in the first instance, but you still have the right to a repair or replacement.
In addition to our Returns Policy, under the Consumer Contracts Regulations, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify us of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If you are requesting a return due to a change of mind, there will be a charge to cover the delivery costs of 50 GBP and a restocking fee of 100 GBP.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to firstname.lastname@example.org so that we can open an insurance claim on your behalf.
If your bike develops a fault through normal use you could be entitled to a repair or replacement as covered with the warranty. Please send through details of the fault to email@example.com and we will arrange the repair or replacement. Please note – any fault caused due to misuse of the bike is not covered by this policy. Please ensure you read the manual in detail before using your electric bike to avoid voiding your warranty.