Returns & Refund Policy
Our policy lasts 30 days. If more than 30 days have gone by since you have received your item, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If the item has been opened and assembled/ part assembled then a restocking fee will be applied to the return. This fee will be determined depending on the individual case however is estimated to be around 20% of the order total.
If you wish to return a bike that was delivered with our 'Full Build White Glove Delivery Service', the bike must be unused in order to be eligible for a return.
In all cases, the customer is responsible for a £75 shipping fee as part of the return for boxed bikes. Unboxed bikes will be quoted for separately.
Please note – the 30 days return period is to allow you to examine the goods as you would in a shop. To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item with obvious signs of use
- Any item that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return 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. It will take up to 10 working days for you to receive the funds from a refund in your account.
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 email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged at time of delivery. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will follow up with the best course of action. We can not exchange items that have been damaged whilst being used.
You will need to return the product to us before we can provide a refund. Eco Bike Company can help arrange the return for a charge of £75 - a courier will be sent to pick it up from you & return it to the manufacturer on your behalf. Please do not arrange to send your purchase back to the manufacturer yourself.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.