Delivery & Returns

Thank you for shopping with us at E-Bikes Express. We endeavour to do all that we can to hope you love your purchase(s). However, if you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 14 days of receipt, provided they are in original condition unless the product is an excluded item. Once items are returned you will be entitled to receive an exchange or a refund.

Items must be returned to us in their original condition and original packaging with all tags still attached. They must also be:

• Untampered hygiene and with the security ribbon;
• unworn and odourless where the item is clothing; and
• without damages, alterations, stains or marks.

Please ensure all return packages are sent with a trackable, insured service that provides you with proof of postage, as we cannot take responsibility for items damaged or lost in transit. Please allow 3-5 working days from the time we receive your return for it to be processed.
 

Changed your mind? Your right to cancel.

We understand that you may change your mind about something you have bought online.

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

You have the right to cancel within 14 days of placing your order if you simply change your mind unless the product is excluded. We can offer a refund and request that you return the item(s) unused to us. Please ensure all return packages are sent with a trackable, insured service that provides you with proof of postage, as we cannot take responsibility for items damaged or lost in transit. Please allow 3-5 working days from the time we receive your return for it to be processed.

We will make the reimbursement without undue delay, and not later than:

• 14 days after the day we received back from you any products supplied; or
• (if earlier) 14 days after the day you provide evidence that you have returned the products; or
• if there were no products supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

Please let us know via email returns@ebikesexpress.co.uk or call us on 0333 090 7813 to confirm the return of your product(s).

Faulty Items

Customers are entitled to a full refund up to 30 days after receiving the products if they turn out to be faulty.

For any faulty items that occur after 30 days, we advise you to contact us to discuss your rights and to better understand the nature of the fault.

Please contact us via email returns@ebikesexpress.co.uk or call us on 0333 090 7813. Please provide your Order Number as well as much information as you can regarding the fault, including images where possible to enable us to advise you quickly and correctly on the best method for resolution.

We will contact you in writing to confirm the next actionable steps.