1. Order Cancellations
Orders may be cancelled for a full refund if the order has not yet been processed or dispatched.
If your order has already been dispatched, it will be treated under our return policy below.
2. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery at [your email address] with:
Once assessed, we will provide an appropriate remedy, which may include a repair, replacement, parts replacement, or refund, depending on the issue and as required under applicable consumer law.
3. Change of Mind Returns
We understand that purchasing an e-bike online is a big decision. If you change your mind, we may accept a return within 14 days of delivery, provided that the item:
is unused and unassembled
has not been ridden
is in original packaging
includes all accessories, manuals, charger, keys, tools, and parts
is returned in resalable condition
Change-of-mind returns must be approved by us before being sent back.
Please note:
4. Opened, Assembled, or Ridden Bikes
Due to the nature of e-bikes, returns for items that have been opened, assembled, used, or ridden are not automatically accepted.
If a return is requested for an assembled or test-ridden bike, it may only be considered at our discretion and must meet all of the following conditions:
the bike remains in near-new condition
there is no visible damage, wear, scratches, or misuse
the bike has only been minimally handled or tested
all original packaging, parts, accessories, and documentation are returned
Where a return is approved for an opened, assembled, or test-ridden bike, a restocking and/or refurbishment fee may apply.
5. Non-Returnable Items
The following items are not eligible for change-of-mind return unless faulty or required by law:
custom orders or special-order items
bikes altered or modified after delivery
items with missing parts not due to our error
items damaged through misuse, accidental damage, improper assembly, or improper storage
batteries or chargers damaged through incorrect use
6. Return Process
To request a return, please email [your email address] with your order number and reason for return.
If your return is approved, we will provide return instructions. Items sent back without prior approval may not be accepted.
Customers are responsible for ensuring approved returned items are packaged safely and securely for transit.
7. Refunds
Once your returned item is received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method within [5–10 business days].
Refunds may be reduced where applicable for:
missing accessories or parts
damaged packaging
signs of assembly, use, or wear
restocking or refurbishment costs where stated in this policy
8. Shipping Costs
Shipping costs are non-refundable for change-of-mind returns unless otherwise required by law.
If an item is faulty, damaged on arrival, or incorrect, we will work with you to arrange an appropriate solution, including covering reasonable return or replacement shipping where applicable.
