WARRANTY & RETURN POLICY
AT WHICH POINT 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.
In the unlikely event that an item is faulty then you may return it 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/ like for like or issued a credit note.
30 DAY WARRANTY
The warranty period from us is 30 days and begins with delivery of the goods. Excluded from the warranty are damages caused by natural wear and tear or improper use.
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 24 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 we will issue you a replacement e-Bike or part.
Our customer service is paramount. We aim to satisfy every customer, we shall hope not to leave any customer left un-satisified. If there is any way we can help please do feel free to contact us.
EVENT OF RETURNING
In the event of returning an item to us for a repair it is the customers responsibility to source adequate packaging to have their item returned to us. We are not responsible to provide packaging for returning items to us however we are responsible for providing returned postage labels. We will not cover any postage provided by third party providers. We have our own postage methods and provide return labels for the customers on request.
UK E-BIKE MASTERS reserves the right to make amendments to this policy at any time.