Delivery Policy
Order Confirmation:
As soon as you place your order, we will pre-authorise your card however your card will not be charged. If your bike is coming directly from our supplier, we will then contact them to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.
Order Delivery:
The delivery process will vary depending on the delivery option you have chosen.
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@ecobikecompany.com so that we can help.
Some of our bikes will have the option for a White Glove Delivery or Pre-Delivery Service:
For an additional £149 you can receive your bike fully built ready to ride. Our team will be in touch to arrange a suitable delivery date. Our delivery drivers are e-bike riders themselves, so when it's delivered they will spend time explaining exactly how it works and answer any questions you may have. We even recycle all the packaging for you.
Please note this may add a few extra days to your delivery time, but trust us it will be worth the wait.
The bike is unboxed, checked over and serviced by a qualified technician prior to dispatch.
If you do not opt for our pre-delivery service, you confirm that you will receive the boxed bike as we have received it from the supplier.
Damages:
If you receive items from us that are not as you ordered, or are in a damaged or defective state, it is your responsibility to inform us via email with supporting images about the issue, within 5 business days after the goods have been delivered to you.
Should you find any item to be damaged or defective, you are required to return the item to the supplier for examination and a subsequent report (without us being obliged to replace the item before this examination). By doing so, you acknowledge that it is fair for us to perform an inspection, and if needed, to carry out repairs or replace the item at our discretion.You also agree that it is reasonable to report any interruptions, defects, or malfunctions to us before seeking help from external parties or incurring any costs, allowing us the opportunity to address and correct the issue.
We will not be held accountable for any secondary or consequential loss, damage, or costs (including but not limited to lost profits, business, or goodwill) that arise from any issues reported to us under these terms and conditions. Our extent of compensation will not surpass the refund of the amount you paid for the goods in question.
Cancellations & Refunds:
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.