Return Information

PLEASE READ THESE TERMS OF USE THOROUGHLY BEFORE CONTINUING TO USE THIS WEBSITE.

The terms of use that have been detailed, constitute a formal agreement between you and the electric bike. We advise that you, the customer, print out a hard copy of these terms of use (Please note that they may also be subject to periodic change).

By using the electric bike Site, you verify that you are capable to agree to and comply with these terms of use. If for any reason whatever, you do not agree to these terms of use or if you believe that you are not legally competent to agree to the terms of use and then you are not permitted to use the electric bike website.

Please be aware that the terms of use have provisions that dictate the terms of any resolution of any claims between you and the electric bike. Please see the Indemnity, Disclaimer of Warranties, Limitation of Liability, and Legal Disputes sections for complete details.

REPLACEMENTS, REFUNDS, CANCELLATIONS AND WARRANTY:

What should I do if I need to return an unwanted item to you?

We feel that you should be totally satisfied with your purchase. If, however, you wish to return an item as unwanted then you can return it to us within 14 days of purchase. Please note that we require you to contact us by email and quote your order number and reasons for return prior to sending the item back. Please see below for important details on the condition of an unwanted item return.

When can I return an item?

If you want to return an unwanted item, the item must be unused, in its original condition and suitable for resale (the items must be in an “as new” condition and in the original packaging including labels, stickers, additional accessories etc.). If reasonable care has not been taken of the item prior to our receipt, resulting in damage or deterioration of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied by the invoice with details of the reason for the return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure method of delivery e.g. signed delivery. The customer is responsible for any delivery charges incurred for the return of an unwanted item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable, this particularly applies to any boxed item, the box must not be used as external packaging!

In the unlikely event that an item is faulty then you may return it for repair within the period of warranty. Faults arising from poor/improper use are excluded from this returns policy. If a returned item is found not to have any manufacturing faults after testing then it will be the customer’s responsibility to pay the return delivery cost or the cost of the return if we have arranged for a courier to collect, this will be deducted from any refund. Any product found to be faulty within the first 30 days of purchase will be exchanged for the same product, or spare component parts will be supplied, but these items cannot be refunded.

Should in the unlikely event that we send a wrong item to you then we will at our expense, either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the incorrect item to us. Once we have received the item back, we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the wrong item back. Just get in contact with us and we can discuss these options with you.

Damaged in transit

Please check your purchase upon arrival. If you notice any damage to the packaging please sign for it as damaged and notify us within 48 hours if there is an issue with the item. At our expense, we will either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the damaged item to us. Once we have received the item back, we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the damaged item back. Just get in contact with us and we can discuss these options with you. We can also supply replacement parts to you in certain circumstances.

Courier Collections / Boxed Bikes

Courier collections can be arranged for you and are charged at £24.99 for parts or flat pack bikes and £44.99 for fully assembled electric bikes, however faulty/damaged return collections will be free of charge. Missed collections are charged at £15 so please ensure you are available on the day that the collection is booked for. You will need to package the bike as it was received in the original box, we can provide a new box and packaging materials at a cost of £17, payable in advance.

Return Postage Costs

We are not able to refund the cost of postage (both the original delivery charge and return postage) unless the item is faulty in the first 30 days. If you would like to request reimbursement for postage applied to incorrectly advertised, damaged or faulty items then just get in touch with us via email. For Faulty Items we will either arrange for a courier to collect the item from you at our cost or provide you with a prepaid returns label.

Warranty Terms:

DURATION: We are 100% committed to customer service so therefore we offer a maximum warranty period, this period can vary from model to model and is stated clearly next to each product, subject to certain conditions, set out below. This is always a minimum of 1 year and on certain products, this is extended beyond this solely by the manufacturer.

THE WARRANTY: Within the given warranty, we facilitate the supply of new parts through the manufacturer and where appropriate advise on fixing the product, fix the product if brought to our warehouse or if necessary ship the product back to ourselves for repair. In some cases, we will require the customer to ship the product back to us for examination and then be reimbursed there shipping if the fault does not come outside our warranty terms. Always save the shipping box, as this is required should the bike need to be collected under warranty. The buyer has full rights to use a 3rd party to examine the fault, so therefore not reliant on our individual companies’ opinions.

WARRANTY DOES NOT COVER:

Damaged Plastic parts and wear and tear on brake pads, tyres, or damage to any part of the product due to abuse or misuse.
Labour that occurs outside of our facility.
Parts damaged by accidents, neglect, misuse, or abuse.
Damage caused by a non-covered part or by any part not purchased from our facility.
Products that have NOT been regularly checked and serviced as highlighted in conditions.

NOTE: We have the right to determine what damage is due to defective materials and what is due to product abuse or misuse. However, the buyer has full rights to use a 3rd party to examine the fault, so therefore not to be made reliant on our individual companies’ opinion.

FAULTS: Faults must be reported as soon as reasonably possible by phone or email. We will assess the problem and try to rectify it without the need for you to send the product back to us to help save time. We will send out a replacement part, if possible, to be fitted by you with guidance from us. If the problem is found to be due to neglect or not covered under the warranty, then we shall fix the problem at a rate of £35 per hour plus the cost of replacement parts. You have full rights to get a 3rd party opinion on whether the fault is covered by the warranty or not if you do not accept our assessment.

CONDITIONS: Upon purchase of all products, they must be thoroughly checked to ensure that no nuts or bolts have become loose or dropped out in transit. The same check should be carried out prior to each ride of the product, thus ensuring long-term durability. We advise that all products are ridden with adequate safety clothing ie; helmets etc. Products must be ridden in a responsible manner and must not be abused for the warranty to be valid. These are on-road vehicles and should be ridden with due care and attention for your own safety and that of the public.

DISCLAIMER STATEMENT: We will take no liability for losses that were not foreseeable to both parties when the contract was formed and for losses that were not caused by any breach on our part. We will take no liability for any use of a product that does not comply with current legislation relating to that product in your region or jurisdiction. By purchasing our products, you have read and agreed to the terms and conditions set out. Nothing in these terms will reduce your statutory rights relating to cancellation, faulty or misdescribed goods. For further information about your statutory rights contact your local authority Trading Standards Department or Citizens’ Advice Bureau. By purchasing from us, the parties agree to the exclusive jurisdiction of the courts of England and Wales.

Faulty Goods on Arrival:

Please inform us as soon as reasonably possible of any fault with the product. We will then resolve the fault for you at our cost very swiftly.

Damaged Goods:

Please check the delivery for damages before signing for the item in good condition. If you do sign as damaged please notify us immediately. However you have 7 days to notify us and regardless of insurance, we will still bear the responsibility to rectify any damages.

Replacements:

Will be issued when a product is delivered and there is a malfunction with the operation which is unable to be solved by way of replacement parts or advice. Shipping for the return of the bike and any replacement will be paid for by the seller.

Delivery:

Delivery is usually between one and seven working days on all stock items, we will notify you if the delivery is going to take longer than this. Please contact us for additional postage charges if purchasing in Northern Ireland, Highlands, Non-Mainland Areas, British Isles, Republic of Ireland and Europe.
Buyers outside the UK are reminded that the currency is GBP.
Assistance can be offered if you do not feel confident with the assembly of any of our products. Most Bikes arrive 95% ready to ride with just the need to straighten the handlebars and fit the pedals. We will accept no liability for an incorrect fitting here by our customers.

When will I receive a refund?

The customer can expect to receive a refund of the cost for the item within two weeks of us receiving the item (assuming satisfaction with the condition of the product).
If you have any enquiries or require assistance, please feel free to give us a call or, failing that, email enquiries to the following email address.
Tel – 0121 318 6118
Email – [email protected]