What should I do if I need to return an item?
We feel that you should be totally satisfied with your purchase from Electric Bikes Direct. If, however, you wish to return an item, then you can return it to us within 14 days of purchase. Please note that we require you to contact us by email with your order number and reasons for your return prior to sending the item back. Please see below for important details on the condition of the item that you want to return.
When can I return an item?
If you want to return an item, the item must not be used, it must be in its original condition, in its original packaging and suitable for resale. If care has not been taken of the item prior to our receipt, resulting in damage of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied with details of the reason for return stated. The customer is responsible for the item until it reaches us. It is therefore advisable to use a secure method of postage. The customer is responsible for any delivery charges incurred for the return of an item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable.
If an item is faulty then you may return it for repair within the period of warranty which is normally 1 year. Faults arising from poor/improper use are excluded from this returns policy. If a returned item is found not to have any manufacturing faults after testing then it will be the customer’s responsibility to pay the return delivery cost or the cost of return if we have arranged for a courier to collect.
In the unlikely event that we send a wrong item to you then we will pay its return delivery. We will ask you to post it to us so that the incorrect item can be returned. Once we have received the item back we will issue you a replacement item.
Damaged in transit
Please check your purchase upon arrival. If you notice any damage please notify us within 24 hours. Please get in contact with us and we will try to sort this out with the courier as soon as possible.
Return Postage costs
We are not able to refund the cost of postage (both the original delivery charge and return postage) unless the item is faulty in the first 7 days. If an order has been dispatched and the order is then cancelled the price of postage which can be up to £139.99 will not be refunded.
When will I receive a refund?
The customer can expect to receive the refund of the cost for the item within two weeks of us receiving the item (assuming satisfaction with the condition of the product).