Terms and Conditions
General
We reserve the right to amend our terms and conditions at any time without giving prior notice.
Prices
Please note that the prices on our website include VAT. We review the prices on the website regularly but there can be a lag between the time our prices change and their appearance on the website. If this happens with your order, we’ll let you know via the contact details you have provided. If you wish to cancel your order, you may do so. However, we are always happy to discuss alternative arrangements with you.
Payment
We accept payments on this website via Paypal. If you don’t have a Paypal account, they are free and very easy to set up: https://www.paypal.com/uk/home
If you buy at our showrooms, you may pay by debit or credit cards.
Order Confirmation
We will send you an email to acknowledge that we have received your order. We will send you a second email to confirm order acceptance or other status. Please note we reserve the right to cancel an order if:
- We have insufficient stock to deliver the goods you have ordered
- The delivery service provider does not deliver to your area
- ne or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers
- We have reason to suspect there is a risk of a fraudulent transaction
Back orders
Occasionally, the item you’ve ordered may be on back order from the supplier. If this is the case, you will be contacted by phone or email with the option to cancel your order if you would rather not wait.
Shipping
E-bikes and large items such as bike rack carriers are shipped via a courier. We will contact you to arrange a suitable delivery day. We will not ship the bike until we’ve made contact with you to confirm, so please make sure your contact details are correct. We will forward you a tracking number so you can follow the progress of the delivery.
We do not ship overseas. If you are not in Mainland UK (eg Scottish Highlands), please get in touch, as this is not covered by e-bike shipping.
Other items are shipped via Royal Mail. You will receive notification that they have been sent but will not usually be trackable unless we tell you.
Our Returns Policy
We work very hard to make sure that the products that we stock, and which you purchase, are both fit for purpose and in the best possible condition you receive them.
In the unusual event that you will need to return a defective item, check through our tips below.
Key points:
- Once you’ve received the bike, we are able to offer you a full refund within 14 days, if the bike is faulty or not as described. For details see below.
- If you’ve simply changed your mind, we can offer you a refund, minus a restocking fee, within 14 days of you receiving the product. More details below.
- We cannot accept a return or refund after 14 days of you receiving the item.
- Please include your invoice number, name and contact details when you return your item.
“My item is not working…”
First thing is to give us a call.
We have an in-house team of workshop technicians who have been trained by the manufacturers to diagnose and repair the e-bikes.
If the problem cannot be rectified remotely, we will arrange collection of the bike to attempt repair or work with our suppliers to get you an exchange.
If the item cannot be repaired at all, we will refund you within 5 working days of its return to us, minus any original shipping fees you paid.
“My item was not as described…”
This would be a very unusual error. Occasionally, manufacturers will change their specification without notice but this is rare. If you are in any doubt, contact us. We are always happy to talk through the product with you.
However, in the case of an incorrect item, we will arrange a collection of the product. Most refunds are completed within 5 working days of an items return to us. However, during busy periods this may be more, so allow up to 14 working days.
Please make sure to package the item ready for collection. A refund can only be offered on items that arrive in good condition.
“My item was damaged in transit…”
Again, this is unusual as we work with a trusted courier service. However, if this happens, see below.
At delivery…
- If you are signing for an item delivery, and you see damage to the box*, please ask the courier to mark the delivery as damaged in his/her records.
What we need…
- Please take photographs of the damage and email it to us.
- Once we have assessed this, we will arrange a collection of your item, and refund you within 5 working days of its return to us.
- As part of our commitment to reduce waste, we reuse as much packaging as possible. The box your item arrives in may have been used before. This should not be confused with ‘damaged packaging’. We usually reinforce the box with heavy-duty tape etc prior to shipping.
“I’ve changed my mind…”
If you feel like the product is not right for you, let us know. We may have an alternative that would work better.
If you’d like a refund for this reason, contact us within 14 days of receiving your item. You must then arrange and pay for the return of the item to us.
Once we’ve received your item, we will refund, minus a restocking fee, within 5 working days. However, during busy periods we may need more time, so please allow up to 14 working days. The restocking fee depends on the value of the bike.
Our Top Tips…
- Keep the box and protective packaging
- Make sure you have details of any issues written down or photographed ie. My display is showing ‘Error code 12’.
- Have a read through our Welcome Pack. This includes our e-bike care tips and contact numbers.
- Contact us. If you need any advice and guidance over what to do, we are happy to help you through the process.
Returns Address:
Returns
Energise E-bikes
226-230 Brighton Road
COULSDON
CR5 2NF
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Data / Privacy Policy - Last Updated February 2021
Information Collected
We only collect data with your identifying details when necessary; most commonly for bookings/enquiries, sales and subscriptions. The data stays private and we do not share or sell it.
Anonymous data is collected for the purposes of improving our website and digital presence when you visit our website. This data is aggregated and cannot be traced back to specific individuals.
What is collected
Online newsletter subscribers: If you’ve subscribed to our online newsletter via energiseebikes.co.uk, the mailchimp.com page, or via a test-ride form in our showrooms, your name and email address are held on a mailing list within the secured Mailchimp server. Mailchimp records whether or not you open our newsletters - similar to a ‘read receipt’ from regular emails - to help us refine our audience. See below in Data Protection Measures.
If you create a customer account on energiseebikes.co.uk, your name and email address are listed within the website’s ‘dashboard’, which is not public and is secured. If you visit our website and do not register, we will not have your details.
If you have booked a test-ride with us via our website, your name, telephone number and email address are recorded on a list within the website’s dashboard, which is not public and is secured. This list is accessed only by staff within the showrooms, who handle the bookings directly. Individual staff members will have these details in their customer files purely for the purpose of handling the enquiries and subsequent sales.
If you are a paying customer of Energise E-bikes/Cycling Made Easy Ltd, your contact details, as submitted at the point of sale - name, address, telephone number, and email address - are recorded on our electronic point of sale system (EVOPOS). The same details will appear on your electronic and printed receipts.
If you have filled a printed test-ride form, and have granted permission to be added to our mailing list (section 2 of the test-ride form), a copy of this form is kept securely on file at our head office. Your email address and first name only are electronically recorded within our Mailchimp account. Mailchimp is the online service we use to send marketing emails. Mailchimp’s security protocols can be found here https://mailchimp.com/about/security/
If you are applying for retail finance (credit), your information is recorded and your credit history is checked by V12 Retail Finance. This information is secured digitally. V12 Retail Finance is regulated by the Financial Conduct Authority and its security protocols can be found here: [Find link]
Do we share information?
Data concerning your identity is never shared without your explicit permission. We do have to share your information to redeem a third party voucher (CycleScheme, Green Commute Initiative etc), if you apply for retail finance, or if you take part in the free, two-week bike insurance scheme (Assetsure).
In these cases, the details of the sale will be recorded by the relevant organisation in order to complete the redemption. The details provided are exactly the same as appear on your electronic or physical receipt from Energise E-bikes/Cycling Made Easy Ltd. In the case of the vouchers, you will have already submitted your details to the voucher provider. They use the data from the receipt to verify the sale.
If the police or judiciary require access to your details as part of an investigation, we are obligated to comply.
How to Update Information
If you are a newsletter subscriber, you can either click ‘Update Preferences’ at the bottom of the last email you received, telephone 020 8660 8823 and speak to the marketing department, or email enquiry@energiseebikes.co.uk with the subject heading, Marketing Preferences.
If you are a customer, you can update your information in person, by phone or by email as above. You may be asked for ID and/or proof of purchase by a member of staff.
Data Protection Measures
Personal data, whether physical copies or digital records, are never kept in publicly accessible areas. Passwords are required, Only staff members have access to this information when required.
Messages held within the secure website ‘dashboard’ are routinely deleted, usually at the end of the calendar month.
Once a year, the mailing list is ‘cleaned’ and any subscribers with no record of opening the email in the past year are removed from this list.
Printed documents are routinely shredded.
Opt-Out Procedures
Newsletter subscribers can remove themselves from the list at any time by following the unsubscribe link at the bottom of the newsletter. You can also request your email address to be removed by emailing enquiry@energisebikes.co.uk Please allow 48 hours for your email address to be removed.
If you would like to have your details removed from our customer database entirely, please contact your branch. You may be asked to provide ID. Please be aware that if we do not have your contact details we will not be able to make you aware of product recalls, which although rare, can lead to danger.
For customers who have redeemed third-party vouchers, participated in the free insurance scheme, or have applied for retail finance, you will have to contact the appropriate company to amend, or delete your details.
Updates to this policy
An up to date copy of this policy will be kept in each showroom, and also accessible via energiseebikes.co.uk, or simply on request. The date of the last update will be included at the top of the document.