FAQ

Welcome to our FAQ page. Here you’ll find answers to the most common questions about our products, shipping, returns, and support. If you don’t see your question answered here, please contact us.

Orders & Shipping

Q: Do you offer free shipping?
Yes, we offer free standard shipping across the UK on all orders. For orders outside the UK, shipping costs are calculated at checkout.

Q: How long does delivery take?

  • UK Orders: Usually 1–3 working days.
  • EU Orders: Around 5–10 working days, depending on customs clearance.
  • International Orders: Delivery times vary by country.

Q: Do I need to pay customs fees or import duties?
If you are ordering from outside the UK, you may be responsible for local customs charges or import duties. However, for EU orders we collect all taxes upfront, which means your package will be delivered to your door with no additional charges or hidden fees. For countries outside the EU, import duties and taxes may still apply depending on local regulations.

Q: Can I track my order?
Yes. Most orders come with a tracking number. You’ll receive an email with tracking details once your order has been dispatched.

Returns & Refunds

Q: What is your return policy?
We want you to be completely satisfied with your purchase.

  • UK Orders: We offer a 30-day return policy. If you’re not satisfied with your order, you can return it within 30 days of delivery.
  • International Orders: For international customers, we offer a 14-day return policy from the date of delivery.

All returned items must be unused, in their original packaging, and in resellable condition.

Q: Do I have to pay for returns?

  • UK Orders: A small £3 return fee applies, which will be deducted from your refund.
  • International Orders: Buyers are responsible for covering the return shipping costs. The item must be sent back to us with all taxes and duties paid to be eligible for a full refund.

Please note: Items returned without duties/taxes prepaid may be refused or result in partial refunds.

Q: How long does it take to receive my refund?
Refunds are typically processed within 7-10 working days after we receive and inspect the returned item.

Products & Warranty

Q: Do your products come with a warranty?
Yes. Most of our e-bike parts and accessories come with a 3-month warranty. Warranty coverage details are listed on each product page.

Q: How do I know if a product is compatible with my bike?
We include specifications on all product pages. If you’re unsure, please contact us with your bike model and we’ll help you choose the right part.

Q: Do you sell genuine and high-quality parts?
Yes. All our products are tested for quality and safety. We source from trusted suppliers and back our products with a warranty.

Q: Do you provide installation support?
We provide basic installation guides and are available via WhatsApp or email for support. Some complex parts may require professional installation at a bike shop.

Q: Are e-bike conversion kits legal in the UK?
Yes. E-bike kits are legal in the UK if they comply with the law: the motor must be no more than 250W and the bike must not exceed 15.5 mph (25 km/h) when powered by the motor. Anything faster or more powerful may be classed as a moped and require registration, insurance, and a driving licence.

Q: How long do e-bike batteries last?
A typical e-bike battery lasts between 2–5 years depending on usage, charging habits, and storage. In terms of rides, most batteries deliver 500–1,000 charge cycles before noticeable capacity loss.

Q: What range can I expect from an e-bike battery?
Range depends on battery capacity, motor power, terrain, rider weight, and assistance level. On average:

  • 36V 10Ah battery: 25–35 miles
  • 48V 13Ah battery: 40–60 miles
  • 52V 20Ah battery: 60+ miles under ideal conditions

Q: Do I need a licence to ride an e-bike in the UK?
No. As long as your e-bike complies with UK regulations (250W motor limit, 15.5mph cut-off, pedals must be functional), you do not need a licence, insurance, or tax.

Q: Can I ride an e-bike in cycle lanes?
Yes, legal e-bikes are treated the same as standard bicycles in the UK and can use cycle lanes and shared paths.

Q: How should I store my e-bike battery?
Store your battery in a cool, dry place, ideally at around 50–70% charge if not used for long periods. Avoid extreme heat or freezing temperatures, as these can shorten battery lifespan.

Q: How do I maintain my e-bike motor?
Proper maintenance will extend the life of your motor and keep your e-bike running smoothly:

  • Keep it clean: Gently wipe the motor area to remove dirt and dust. Avoid high-pressure washing, as water can damage internal components.
  • Check connections: Inspect cables and plugs regularly to ensure they’re secure and free from corrosion.
  • Hub motors: Make sure the wheel spokes stay tight and check all bolts regularly to avoid vibration or imbalance.
  • Mid-drive motors: These benefit from periodic servicing by a professional bike mechanic to keep gears and bearings in top condition.

Tip: Regular inspections every few weeks can prevent small issues from turning into expensive repairs.

Payments & Security

Q: What payment methods do you accept?
We accept all major credit/debit cards, PayPal, and other secure payment options shown at checkout.

Q: Is it safe to shop on your website?
Yes. Our site is SSL-encrypted to ensure all transactions are 100% secure.

 

Customer Support

Q: How can I contact you?
You can reach us through:

Q: What are your customer service hours?
We typically respond to inquiries within 24 hours, Monday–Friday.

Need More Help?

If your question wasn’t answered here, visit our Contact Us page, and we’ll be happy to help.