Help and policies: delivery, returns, your rights, battery safety

Draft for review. These policies describe how the shop intends to trade and are based on current UK guidance, but they have not yet been checked by a solicitor and the business details are placeholders. Have them reviewed before launch, and update them whenever the way you sell changes. Last reviewed: October 2026.

Delivery

Every bike arrives assembled and pre-delivery inspected, with its charger and everything listed in the specification.
Standard UK delivery is £39, free on orders over £1,500, and normally takes 3 to 5 working days after dispatch.
Delivery is to your door and tracked, UK-wide.
Delivery costs are shown before you commit to buy, not added at the end.
Dispatch windows differ from model to model and are shown on each bike. We confirm the expected date in writing before taking payment.

Large cargo bikes and front-loaders sometimes need a two-person handover or a timed delivery. We will arrange that with you directly.

Returns and cancellation

Buying online: your 14-day right to cancel

If you buy from this website, you have the right to cancel the contract without giving any reason. The cancellation period is 14 days starting the day the bike comes into your physical possession. If an order is delivered in several parts, the period runs from the day you receive the last part.

Tell us you are cancelling - a clear email or phone call is enough, you do not need to give a reason.
You then have a further 14 days to send the goods back to us.
We refund the price you paid plus the standard delivery charge. If you chose a more expensive delivery option, only the standard cost is refunded.
We refund within 14 days of receiving the bike back, or of you providing evidence that you have sent it - whichever is earlier.
You cover the cost of returning the bike unless we agreed otherwise.

Handling the goods

You are entitled to inspect and handle a bike as you reasonably would in a shop - sit on it, ride it briefly to check it works. If you go further than that and the bike loses value, we may deduct a reasonable amount for the diminished value. We will always explain any deduction and how it was calculated.

Faults

A faulty bike is a different matter, and your rights are stronger - see your statutory rights below. Do not use the 14-day cancellation route for a bike that has developed a fault; contact us and we will deal with it as a fault.

Exchanges

If you chose the wrong size, we will happily exchange where stock allows. Contact us before returning anything so we can hold the replacement.

Your statutory rights

These rights come from the Consumer Rights Act 2015 and apply regardless of anything we or a manufacturer say. Goods must be of satisfactory quality, fit for purpose and as described.

First 30 days: if the goods are faulty, you have a short-term right to reject them and get a full refund.
After 30 days: repair or replacement is normally the first remedy. If that is not possible, or is not done properly, you may be entitled to a price reduction or a final right to reject.
First six months: if a fault appears, we must repair or replace it unless we can show the fault was not there when the bike was sold.
Time limits for a claim: generally six years in England, Wales and Northern Ireland, and five years in Scotland.

None of this is affected by a warranty, and nothing in our terms removes it.

Warranty

Every new bike is covered by a manufacturer warranty, typically covering the frame, the motor and the battery for a set period - the exact terms vary by manufacturer and model, and we will give you the written terms for yours at handover.

A warranty is in addition to your statutory rights, not a replacement for them.
It normally excludes wear items: tyres, brake pads, chains, cassettes, cables and bearings.
Regular servicing matters, and a claim can be affected if a fault is caused by neglect or by water ingress from pressure-washing.
Keep your receipt and any service records. Send us copies and we will keep them with your order too.

If something goes wrong, start a claim with us first rather than booking a repair yourself. We will tell you whether it is a warranty claim, a service item or something you can deal with at home - and if it is covered, we run the claim for you. See warranty and aftercare.

Battery safety and disposal

Lithium batteries are safe when they are looked after and genuinely dangerous when they are not. These are the manufacturer and fire-service recommendations, and we put them in writing for every customer.

Charging safely

Use the charger supplied with the bike, or one the manufacturer specifically recommends. Follow its instructions.
Let a hot battery cool before charging it.
Charge while you are awake and in the building, and unplug when charging is complete. Do not leave a battery charging overnight or when you go out.
Do not cover the battery or charger while charging.
Charge and store away from escape routes and from anything flammable, and out of extreme heat and cold.

Warning signs - stop using it

Damage from a drop or a crash, or a battery that has been submerged.
Swelling, bulging or a distorted case.
Unusual heat, leaking, hissing, cracking or a strange smell.
If it smokes or catches fire: get out, stay out, and call 999. Do not try to fight it yourself.

Disposal

Never put an e-bike battery in your household rubbish or ordinary recycling. Batteries cause fires in bin lorries and waste facilities. Manufacturers and importers must provide a free take-back service for waste e-cycle battery packs, and any shop selling batteries of the same type has to accept them too. We take packs back on warranty replacements and returns and route them correctly - contact us before posting one, because a damaged pack must not go into the postal system.

Do not leave a suspect battery in your home while you decide what to do with it. Contact us, or your local authority, for advice on where it can be taken safely.

Finance and Cycle to Work

We do not currently offer finance online, and no credit is advertised here. Introducing customers to a lender and helping arrange credit is a regulated activity, and claiming otherwise would be both wrong and unfair to customers. If we offer finance in future it will be through a properly authorised arrangement with a named lender, with the terms, the representative APR and the lender's details shown before anyone applies.

Cycle to Work schemes are different. These are arranged by your employer and are not consumer credit from us. We will happily provide an itemised VAT invoice or quotation for your scheme administrator. Tell us before you order so we do not take payment for a bike your employer is buying.

If you are considering borrowing to buy a bike, think about whether the repayments are comfortably affordable for you, and remember that credit is subject to status.

Privacy notice

This describes what this website actually does, which is currently very little.

No cookies. This site sets no cookies and runs no analytics, advertising or social media trackers.
Your basket is stored in your own browser (local storage) so it survives a refresh. It stays on your device and is not sent to us.
Forms. Details you type into the enquiry, warranty or order request forms are used only to respond to your enquiry and to fulfil an order. In this prototype they are not transmitted anywhere.
What we would keep in a live shop: your name, contact details, order and service history, and the serial numbers of the bike and battery, so that warranty claims and police reports can be handled. Kept only as long as needed for those purposes and for our accounting records.
Your rights under UK data protection law include access, correction, erasure and objection. Contact us and we will act on it.

Replace this with a full notice naming the data controller and the lawful bases for processing before launch.

Terms of sale

Prices are in pounds sterling and include VAT at the current rate. Delivery charges are shown before you commit.
Nothing on this website is an offer to sell until we confirm your order. Where a price is listed in error we will tell you and you can cancel.
We take reasonable care to describe bikes accurately. Manufacturer specifications can change without notice, and we will confirm anything material with you in writing.
Bikes are supplied suitable for use on public roads in the UK within the EAPC definition. Using a bike off-road, or modifying it to exceed the legal power or speed limits, is your responsibility and may make it illegal and unsafe.
No order is accepted from anyone under 18. E-bike riders must be 14 or over.
These terms are governed by the law of England and Wales, and nothing in them affects your statutory rights.

Full terms, including the cancellation notice and the model cancellation form required by the Consumer Contracts Regulations, are issued with every order.