1. Your right to cancel
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your eBike for any reason. eBikes UK extends this period to 30 days as a goodwill gesture, provided the bike is returned in its original condition.
2. Conditions for a return
- The bike must be unused or only lightly tested
- It must be returned in its original packaging with all accessories, manuals and the charger
- It must be free from damage, scratches, or signs of significant wear
- You must have proof of purchase (order number or order confirmation email)
3. How to start a return
Email us at sales@ukebikes.co.uk with your order number and the reason for return. We'll send you a returns authorisation number and instructions within one working day.
Please do not ship items back without contacting us first — returns sent without authorisation may not be accepted.
4. Return shipping
For returns due to a change of mind, the customer is responsible for return shipping costs. We can arrange a courier collection on your behalf at a discounted rate (typically £45–£65 depending on location), deductible from your refund.
For faulty, damaged or incorrect items, we cover all return shipping costs and arrange collection at no charge.
5. Refunds
Once your return is received and inspected (typically within 3–5 working days of arrival at our warehouse), we'll issue your refund to the original payment method. Refunds usually appear in your account within 5–10 working days, depending on your bank or card issuer.
6. Faulty or damaged items
If your eBike arrives damaged or develops a fault within the warranty period, please contact us immediately. Where possible, include photos or a short video of the issue — this helps us resolve the case as quickly as possible.
7. 2-year warranty
All eBikes come with a 2-year warranty covering the frame, motor, battery, and controller against manufacturing defects. The warranty does not cover normal wear and tear, accidental damage, or modifications made after purchase.
8. Non-returnable items
- Items damaged through misuse, accident or neglect
- Items returned outside the 30-day window
- Items returned without their original packaging or accessories
- Consumables and replacement parts (e.g. inner tubes, brake pads)
9. Need help?
Our team is here to help. Email sales@ukebikes.co.uk and we'll get back to you within one working day.