Return policy

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.

Returns (refunds and exchanges)

If you are unhappy with your item, please let us know. 

To start a return, you can contact us at info@ebikeoutlet.co.uk.

Our Returns Policy gives you 14 days to return or exchange an item bought online with a valid receipt. If 14 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. The item must be in the original packaging and returned with any accessories, labels and or bonus items.

Please complete the returns administration forms with us before the goods are returned. Note if you are simply returning the goods because you simply don’t like it, we reserve the right to charge you a fee to restock the bike where we need to fully check it can be sold again without issue.

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 14 days from the date you took ownership of the goods.

After the initial 14 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement

Refunds (if applicable)

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days. 

There are certain situations where only partial refunds are granted (if applicable):

Products with obvious signs of use;

Any item not in its original condition, which is damaged or missing parts for reasons not due to our error; and

Any item that is returned more than 30 days after delivery.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company to see if they are processing it. It may take them longer than you think. If after contacting the bank you have no answer, then please get in contact with us.

Sale items

We do not offer returns for sale items unless they are faulty.

Exchange (if applicable)

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at info@ebikeoutlet.co.uk

Shipping

To return your product, complete the returning administration before sending it.

You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We suggest you use a tracked return as we are not responsible for your carrier losing the goods.

Right to cancel

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 the retailer 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.

Warranty

We will always pass on the original manufactures warranty where it is applicable. Provided the parts are available from the original manufacturer, we can get them out to you in a timely manner.

In addition to the original manufacturer’s warranty, Ebikes Outlet will provide a 6-month warranty on bikes sold even if the original manufacturer does not stand by their product.

Warnings and Safety Devices

The warranty period runs from the date of purchase, or no later than 6 months after the date the bicycle leaves the factory. The warranty does not cover component failures resulting from normal use of the bicycle and/or wear and tear (e.g.: tyres, inner tubes, chain, brake disks, etc.). The owner is responsible for maintaining the bicycle in good condition, using it with care and ensuring that it is serviced in accordance with the manufacturer's instructions.

Exceptions to the warranty conditions

The warranty shall not apply if the bicycle is used:

For racing or sports competitions;

For commercial purposes (e.g.: rental).

The warranty shall be declared null and void if the bicycle is used incorrectly or in any way other than that for which it has been designed; in particular, the warranty shall be invalidated in the event of:

Insufficient or incorrect maintenance;

Repairs that are not carried out by an authorized vendor;

Failure to repair worn or damaged components, or incorrect repairs thereof;

Malfunctions and/or breakages caused by excessive or incorrect use.