Refund 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 bought from us online and 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've bought the bike from our website but 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. Please note this applies to online sales only.

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 Policy

Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable.
Returns (refunds and exchanges)

If you are unhappy with your item, please let us know. Our Returns Policy gives you 30 days to return or exchange an item bought with a valid receipt. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.

To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items.

To complete your refund or exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later).

After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.

Refunds (if applicable)

Once your returned item 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 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded.

There are certain situations where only partial refunds are granted (if applicable):

• Books or other paper products with obvious signs of use;

• Any item not in its original condition, which is damaged or missing parts for reasons not due to our error; and

• Any item that is returned more than 30 days after delivery.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

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

Sale items

We do not offer refunds for sale items, unless they are faulty.

Exchange (if applicable)

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at enquiry@energiseebikes.co.uk and post your item to:

Returns
Energise E-bikes
226-230 Brighton Road
COULSDON
CR5 2NF

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping

To return your product, please mail your product to:

Returns
Energise E-bikes
226-230 Brighton Road
COULSDON
CR5 2NFwith your details and reason for returning.

You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.
Right to cancel

In addition to our Returns Policy, under the Consumer Contracts Regulations of 2014, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.

We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

To exercise your right to cancel follow the steps below:

Please contact the branch with which you made your original order with details of your order to hand (you should have a copy of a sales order) and a valid email address with which we can send you confirmation in writing that the order has been cancelled.

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Complaints

To make a complaint, please contact the Coulsdon branch (address below) and speak to the director of operations, or manger on duty: 020 8660 8823.

You may also find it useful to have your complaint in writing, in which case please email tony.wade@energiseebikes.co.uk

226-230 Brighton Road
COULSDON
CR5 2NF

We will endeavour to respond to your complaint within 24 hours.