Refund policy

We have a 30-day return policy for UK Market, which means you have 30 days after receiving your item to request a return. 

International customers have 14 days to return eligible items. Please note, return shipping is not covered (all fees must be paid by customer)

Return Conditions

To be eligible for a return, please ensure:

  • The item is unused, unassembled, and in its original packaging.
  • The product is free from signs of wear or damage.

We reserve the right to refuse returns that do not meet these conditions.

Returns must be sent to our UK address, as directed by our team during the return process. Do not send items to our office address.

Submit a return request

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

  1. Log in to your account:
  2. In the Email field, enter your email address, and then click Continue.
  3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  4. Go back to the online store, and then enter a six-digit verification code.
  5. Click the order that you want to submit the return for.
  6. If your order has more than one item, then select the items that you want to return.
  7. Select a return reason and add a note for the store.
  8. Click Request return.


If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 2 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ebikesolution.co.uk.