All orders received prior to 1PM on a week day are boxed and despatched, via a national lithium battery capable courier, the same day and on a premium next working day service. The courier is typically UPS and most deliveries arrive the next working day.
You will receive a tracking link which gives visibility of your delivery progress from the courier. You should track this and contact the courier with any delivery questions or updates. The vast majority of deliveries are delivered the next working day, but that there are occasions when the courier delays delivery. For clarity, we do not hold omnipotent power over courier networks but are able to guarantee that we use a national, reputable and premium lithium battery courier and that your order will be despatched to them the same working day on a next working day service for orders received prior to 1PM on a working day.
Returns and Refunds
In step with UK consumer law, your refund and returns policy lasts 14 days. You have the legal protection of 14 days grace for products bought online. The purpose of the 14 days is to examine your purchase (as you would in a shop) – it is not a ‘try before you buy’ clause. If 14 days have passed since your purchase, your refund period expires.
To be eligible for a return within 14 days, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
No refunds after the 14 day grace period are possible and we currently don’t have a ‘buy back’ option.
If the goods are without fault, and as described on the product sales page, a return fee of £55 is deducted from your refund. This covers our costs of administering, testing and reselling your returned item as a customer return.
To complete your return, we require a receipt or proof of purchase and the product returned, unused, and fit for resale.
To begin the return process you will need to complete a returns request here. Return your request by email email@example.com within 14 days of your online purchase and return your item, fully insured and by UPS to: Electric Bike Kits Limited c/o 84 Stanier Street, Newcastle, Staffordshire ST5 2SY. We don’t guarantee that we will receive your returned item and you should use an insured, trackable and reputable service such as UPS or FedEx. Upon receipt of your returned kit we will inspect the contents, audit the user log from the app data, assess and rate the condition for resale and reply to you.
There are certain situations where only partial refunds are granted:
- Electronic data log showing journey data
- Bike kit with obvious signs of use (thus reducing their resale value)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
Once your return 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 days.
The amount we can refund can be no greater than what we received. In perfect, unused condition, with all original packaging, the amount will be minus cost of UPS delivery and minus any finance costs such as PayPal, Google Pay, Apple Pay.
For items unable to be resold as mint condition, you will receive an offer representing a reasonable market price of the items minus UPS shipping minus finance costs such as Google Pay, PayPal, Apple Pay etc.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account or credit card statement again. Notoriously, refunds through the banking system take many days to be returned to you even after the supplier has completed a refund.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at our email.
In the rare event that a part fails, you are protected by the manufacturer’s warranty on parts. The warranty covers technical faults which have not been in anyway caused by you either deliberately or accidentally. The warranty offered is that provided by the manufacturer and differs across parts and manufacturer. Please see the most common warranty information in the table below. We will provide technical support and fault-finding. Any replacement parts are agreed by the manufacturer under their warranty. Users are expected to take reasonable care and maintenance of their kit. Wear and tear, battery degradation, water damage, cosmetic damage and damage through misuse, overcharging or mishandling of the product is excluded. Any replacement parts are sent direct to you from the manufacturer under their warranty.
Should you be experiencing a problem and need to begin a support ticket, please follow the guidance and provide all the information requested, in full so that we can identify and remedy any problem. Ebike conversion kits are highly technical pieces of equipment but most problems are temporary and can be remedied by you at home by following the instructions. Following the troubleshooting steps, if a problem persists, providing all the information asked for will best facilitate a solution. A support ticket can be started here.
Should it be necessary to return an item, carriage is covered by you the purchaser. Should a part be proven to be faulty, we will repair the component part subject to replacement of that part as agreed by the manufacturer.
Liability is limited to the value of replacement parts.
|Wheel||Controller||Battery||Cables and Parts||Frame|
|Bottle||12||12||9* or 18**||N/A||N/A|