What should I do if I need to return an unwanted item to you?

We feel that you should be totally satisfied with your purchase from E-Bikes Direct. If, however, you wish to return an item as unwanted then you can return it to us within 30 days of purchase for online purchases not in-store purchases. Please note that we require you to contact us by email and quote your order number and reasons for return prior to sending the item back. Please see below for important details on the condition of an unwanted item return.

When can I return an item?

If you want to return an unwanted item, the item must be unused, in its original condition and suitable for resale (the items must be in an “as new” condition and in the original packaging including labels, stickers, additional accessories etc.). If reasonable care has not been taken of the item prior to our receipt, resulting in damage or deterioration of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied by the invoice with details of the reason for return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure method of delivery e.g. signed delivery. The customer is responsible for any delivery charges incurred for the return of an unwanted item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable, this particularly applies to any boxed item, the box must not be used as external packaging!

If you require us to send you a box to retrun your unwanted bike, we will charge you £24.99 in addition to the collection fee and this will be deducted from your refund

In the unlikely event that an item is faulty then you may return it for repair within the period of warranty. 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, this will be deducted from any refund. Any product found to be faulty within the first 30 days of purchase will be exchanged for the same product, or spare component parts will be supplied, but these items cannot be refunded.

Should in the unlikely event that we send a wrong item to you then we will at our expense, either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the incorrect item to us. Once we have received the item back we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the wrong item back. Just get in contact with us and we can discuss these options with you.

Damaged in transit

Please check your purchase upon arrival. If you notice any damage to the packaging please sign for it as damaged and notify us within 48 hours if there is an issue with the item. At our expense, we will either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the damaged item to us. Once we have received the item back we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the damaged item back. Just get in contact with us and we can discuss these options with you. We can also supply replacement parts to you in certain circumstances.

Courier Collections / Boxed Bikes

Courier collections can be arranged for you and are charged at £24.99 for parts or flat pack bikes and £44.99 for fully assembled electric bikes  for UK Mainland and £89.99 for Highlands and Offshore, however faulty/damaged return collections will be free of charge. Missed collection are charged at £15 so please ensure you are available on the day that the collection is booked for. You will need to package the bike as it was received in the original box, we can provide a new box and packaging materials at a cost of £24.99, deductable from your refund.

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 30 days. If you would like to request reimbursement for postage applied to any incorrectly advertised, damaged or faulty items then just get in touch with us via email. For Faulty Items we will either arrange for a courier to collect the item from you at our cost or provide you a prepaid returns label.

When will I receive a refund?

The customer can expect to receive the refund of the cost for the item within 14 working days of us receiving the item (assuming satisfaction with the condition of the product). Refunds for order cancellations will be processed within 14 working days.

To speak to someone about a return, please give us a call on 01580 830959.

Alternatively you can contact us by email by clicking here.

Recycling your old electricals

If you’re buying a new electrical item, we will recycle your old one and any other small electricals you have for free. Why recycle? Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
We can help. We are pleased to offer our customers the chance to recycle their old electrical items when purchasing a new item from us.Please speak to a member of staff for details on how to dispose of your WEEE item.Our WEE Registration Number is WEE/FA5605UX

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. We offer all our customers buying new electrical equipment a free take back of their old electricals on a like-for-like basis.