4
Returning a bike
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please read before riding.
If you have purchased at a store, or have tried a bike at a store and then had one sent to you, you are not
a mail order customer. We will only refund you for the bike if it has a serious fault within the first 28 days.
We will not refund you if you simply change your mind after a few days.
Mail order purchasers
: A bike will be refunded if returned within 14 days if unsuitable or 28 days if faulty.
The bike MUST be packed in an identical way to that in which it arrived to avoid damage during return
transit. We will email or post you instructions on how to do this as it is not straight forward. After 28 days,
if faulty the bike will not be refunded but repaired and returned back to you.
Sending your bike back: you can send your bike back by using your own courier or you can call us and we
will collect it.
Costs: returning a bike for a refund
Return by you of a bike unridden within 14 days: refund less £35
Collection by us of a bike unridden within 14 days: refund less £60
Return of a bike unsuitable and ridden within 14 days: refund less £145
Collection of a bike unsuitable and ridden within 14 days: refund less £160
Return of a bike faulty within 28 days ridden or not: full refund*
Costs: returning a bike with battery or just a battery for servicing
1st 28 days: free collection and return, free parts, free labour*
Months 2—12:
If you return at your cost, we return free, free parts, free labour*
If we collect, £25, we then return free, free parts, free labour*
Month 13 onwards:
If you return at your cost, we return for £25, parts at cost, labour £35 p h
If we collect and return, £49, parts at cost, labour £35 p h
Bikes with batteries or just batteries cost the same to collect and return. This is because batteries on their
own require a special courier and this costs more.
*Repairs needed due to accidents or negligence will be charged for.
*
Costs will be deducted from a refund for damage in return transit caused by poor or inadequate
packaging and missing items such as keys.
Paint quality:
An electric bike has around 120 more parts than a standard bike and these are added after the bike has
been assembled and the frame sprayed.
It is inevitable that however well trained, factory workers have a difficult job trying to avoid scratching the
paint under these circumstances. You may see minor scratches and pin hole dents. If you are not happy
we suggest you pack the bike up and return it for a refund as we will not able to provide a perfect paint
finish. Otherwise please call us and we shall arrange to send some touch up paint if available.
