Refund policy

CANCELLATION, RETURNS AND REFUND POLICY

We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us in accordance with the returns policy described in this section.

ON PREMISES CONTRACTS

All on premises contracts are final. We only accept returns or cancellations where goods are not of satisfactory quality, do not match a sample or do not match a model seen or examined as defined by the Act. You are encouraged to fully inspect goods prior to completing the contract and before leaving the premises. You have 30 days in which to exercise this right. 

RIGHT TO CANCEL distance and off-premises contracts

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel distance and off-premises contracts within 14 days without giving a reason unless the product is a custom order / bespoke order or has been personalised for you.

The cancellation period will expire 14 days from the day you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered. Where you order multiple Products in one order or a Product is delivered in separate parts, lots or pieces, the cancellation period will expire 14 days from the day you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the last Product, part, lot or piece that makes up your order.

To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g., a letter sent by post or email). The easiest way to do this is to contact our Customer Services team.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired.

EFFECT OF CANCELLATION

If you cancel your contract with us, we will reimburse you all payments received from you, including the cost of delivery.

We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or (c) if there were no goods supplied, 14 days after the day on which we are informed about 

DISTANCE AND OFF-PREMISES CONTRACTS

The following section only applies to distance and off-premises B2C contracts. If you wish to exercise your right to return goods under these provisions’ items must be NEW and UNUSED to receive a full refund. The retail sales value of a used item is generally 70% of the new and unused value. This applies regardless of the number of times the bike has been ridden. (That could be only once). Please ensure the item is packed using the proper packaging materials. Items damaged due to careless packaging will not be refunded. You are only liable for any diminished value of the Products resulting from the unfair/unreasonable wear and tear of the Product, which is not necessary to establish the nature, characteristics and functioning of the Products. For bikes five miles is deemed sufficient to establish this and anything over this value is considered unreasonable. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any Products we supply. We reserve the right to charge a restocking fee for any returned items and in the case of registered road vehicles there will also be a 20% fee deducted from the refund due to the fact that the vehicle can then no longer be sold as new.

Sales of items specially ordered, including but not limited to specially ordered sizes, or customised to specific Customer requirements are final and may not be returned other than for defective items.

Your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest.

FAULTY OR MIS-DESCRIBED GOODS

If you are returning the Products to us because they are faulty or mis-described, we will refund: the price of the Product in full. Please return them within the first 30 days of receiving the product. As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy or these terms and conditions of sale. We will refund you only through the payment method used by you to pay.

HOW TO RETURN THE PRODUCTS

You must return Products to us as soon as reasonably practicable.
You will be responsible for the return costs of the products. We are happy to arrange collection, but you can also use any carrier you want to return the items. For your own security, a 'signed for' service should be used.
You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original packaging prior to returning the Products to us. If any damage occurs from the point of collection from you and re delivery to us then you are liable for the cost of damage.
If the item is sent to you boxed then for us to be able to accept the return it must be returned in the same box it was sent to you in or we cannot accept the return.

Company Postal Address:
Urban Ebikes Ltd,
G31 Atlas Industrial Park
Rye, TN31 7TE
Registration No: 09231743

Please note that we reserve the right to charge restocking fees to returns. Where applicable, a de-registration and return transport fee will also apply.