Refund policy
Returns & Refunds
Changed your mind? At ebikeroud, you have 60 days from the date of delivery to return your purchase. We want you to shop with confidence, which is why we offer free return postage, no restocking fees and a straightforward returns process.
60-Day Returns: Return any item within 60 days.
Free Returns: Return postage paid by us.
Quick Refunds: Processed within 5 working days of receiving your return.
Full Refunds: The full purchase price, subject to our returns conditions and applicable law.
1. How to Return an Item
Returning an item to ebikeroud is simple. Just follow these steps:
- Contact Us: Email us within 60 days of receiving your order. Include your order number and tell us which item you wish to return.
- Receive Your Return Label: We will email you a prepaid return label or arrange a free collection for larger items.
- Prepare Your Item: Pack the item securely, preferably using its original packaging. Include all accessories, manuals and parts.
- Receive Your Refund: Once your return reaches us and has been checked, we will process your refund within 5 working days.
To start your return, contact us at contact@ebikeroud.shop. Please include your order number and the item you wish to return.
2. Our 60-Day Returns Promise
You can return any item within 60 days of the date it was delivered, for any reason.
We provide a prepaid return label or arrange a free collection for larger products. There are no restocking fees and no return postage charges.
Our 60-day returns promise is an additional benefit and does not replace your statutory consumer rights.
Under the Consumer Contracts Regulations 2013, you generally have the legal right to cancel an online purchase within 14 days of receiving your goods, subject to applicable exceptions.
3. Condition of Returned Items
Please take reasonable care of any item you intend to return. You are welcome to unpack and handle an item as you would in a shop to check its condition, features and suitability.
If an item has been used beyond what is reasonably necessary to inspect it, or is returned damaged or incomplete, we may reduce the refund to reflect any loss in value, where permitted by law.
This does not apply to faulty or misdescribed goods where your statutory rights provide otherwise.
Before returning an item, please ensure that:
- All accessories, attachments, manuals and components are included.
- The original packaging is used where possible, or suitable protective packaging is provided.
- Petrol-powered tools have all fuel and oil fully drained before collection. We will explain the necessary steps when arranging your return.
- Personal data is removed from smart appliances and connected devices, where applicable.
4. Refunds
Once your returned item has arrived and been checked, we will process your refund within 5 working days.
| Refund Details | Our Policy |
|---|---|
| Refund Amount | Full purchase price, subject to applicable conditions |
| Original Delivery Charge | Free UK delivery on all orders |
| Return Postage | Paid by ebikeroud |
| Processing Time | Within 5 working days of receiving your return |
| Refund Method | Original payment method |
We will send you an email confirmation as soon as your refund has been processed.
Please note that your bank or card provider may require additional time to make the refunded amount appear in your account.
5. Faulty or Damaged Items
If your item arrives damaged, is faulty or develops a fault, please contact us as soon as possible. We will work with you to resolve the issue.
Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described.
Your statutory rights generally include:
| Time Period | Your Rights |
|---|---|
| Within 30 days of delivery | You may be entitled to a full refund for faulty goods under the short-term right to reject. |
| Within 6 months | Repair or replacement may be available. If this is unsuccessful or impossible, you may be entitled to a refund. |
| Up to 6 years | You may still have rights to a repair, replacement or partial refund, depending on the circumstances and applicable law. |
Many products may also include a manufacturer's guarantee. Where available, guarantee details will be provided on the relevant product page.
A manufacturer's guarantee is additional to your statutory consumer rights and does not replace them.
6. Exchanges
If you would like to exchange an item for another product, the quickest option is to return your original item for a refund and place a new order for the product you would like instead.
If you need assistance choosing a replacement or have any questions about the process, our customer support team will be happy to help.
7. Contact Us
If you have questions about returns, refunds, damaged items or exchanges, please contact our customer support team using the details below:
Business Name: ebikeroud
Email: contact@ebikeroud.shop
Phone: +44 7846870498
Business Address: ebikeroud, 886 London Road, Thornton Heath CR7 7PB, United Kingdom
We aim to make every return and refund as straightforward and hassle-free as possible.
Thank you for shopping with ebikeroud.