Delivery & Returns

Thank you for shopping with us at E-Bikes Express. We always aim to ensure you’re happy with your purchase, and we’re here to help you choose the right product with confidence. If, however, you are not fully satisfied with your order, you may be entitled to return it in line with the policy below.

Change-of-Mind Returns

If you change your mind, you may cancel your order within 14 days of receiving your item(s), in accordance with the UK Consumer Contracts Regulations.

Once you have notified us of your cancellation, the item(s) must be returned to us within 14 days of cancellation confirmation.

Returned items must be:

In original condition
Unused and unridden
Returned in original packaging, complete with all accessories, manuals, chargers, keys, and protective materials

Once returned and inspected, you will be entitled to an exchange or refund in accordance with this policy.

Important Information for E-Bikes

Due to the nature, value and safety requirements of e-bikes, the following conditions apply:

E-bikes must be unused and not ridden beyond what is reasonably necessary for inspection
Riding or extended use is not considered reasonable inspection
Bikes showing signs of use, wear, mileage, dirt, cosmetic damage, missing accessories or altered packaging may be subject to a partial refund to reflect the reduction in value

All e-bikes are inspected upon return before any refund is issued. Where returned bikes show signs of handling beyond inspection, they may be reclassified as open-box or second-chance stock. Any refund deductions will be communicated clearly before processing.

Condition of Returned Items

All returned items must:

Be free from damage, marks, stains or alterations
Be complete with all original components and packaging
Be suitable for resale

Return Shipping

All return packages must be sent using a trackable and insured service suitable for high-value items. We cannot accept responsibility for items damaged or lost in transit.

Change-of-mind returns: Return shipping costs are the customer’s responsibility
Faulty items: Return shipping will be arranged or reimbursed where applicable

Please allow 3–5 working days from receipt of your return for inspection and processing.

Refund Timeframes

Refunds will be processed without undue delay, and no later than:

14 days after the day we receive the returned goods, or
14 days after you provide proof of return (if earlier)

Outbound delivery charges are non-refundable unless the item is faulty.

Faulty Items & Warranty

Customers are entitled to a full refund for faulty items within 30 days of delivery.

If a fault develops after 30 days, please contact us so we can assess the issue and advise on repair, replacement parts, or warranty support in line with manufacturer guidelines and UK consumer law.

To help us resolve faulty item queries quickly, please include:

Your order number
A description of the fault
Photos or videos where possible

We will confirm next steps in writing once the information has been reviewed.

Buying with Confidence

We understand that purchasing an e-bike is an important decision. If you’re unsure about sizing, suitability, model choice, or legal requirements, we strongly encourage you to contact us before ordering. Our team is always happy to help you choose the right bike so you can buy with confidence.