Returns Policy

We value your satisfaction and strive to ensure that you have a smooth and hassle-free shopping experience. However, we understand that sometimes returns are necessary. This Returns Policy outlines the guidelines for returning products purchased from our online store. Please read this policy carefully before initiating any returns.

You can return any items purchased from our website within 14 days without any reason.

1. Eligibility for Returns:

1.1. To be eligible for a return, the following conditions must be met:

a) The product must have been purchased directly from ElectroCity Bikes.

b) The return request must be initiated within 14 days from the date of delivery.

c) The product must be in its original condition, unused, and in its original packaging.

d) Proof of purchase, such as the order number or receipt, must be provided.

2. Non-Returnable Items:

2.1. Certain items are not eligible for return. These include:

a) Products that have been used, damaged, or altered after delivery.

b) Products missing their original packaging, accessories, or components.

c) Products for which the return request was initiated after the 30-day return window.

3. How to Initiate a Return:

3.1. To initiate a return, please follow these steps:

a) Contact our customer support team at Alex@electrocitybikes.co.uk to inform them of your return request.

b) Provide the necessary details, including the order number, the product(s) you wish to return, and the reason for the return.

c) Our customer support team will guide you through the return process and provide you with a return authorization, if eligible.

4. Return Shipping:

4.1. For eligible returns, the cost of return shipping will be the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped or a defective product).

4.2. We recommend using a trackable shipping method when returning products to us. ElectroCity Bikes will not be responsible for any returns lost or damaged during transit.

5. Refunds and Processing Time:

5.1. Once we receive the returned product and verify its eligibility, we will process the refund to the original payment method used for the purchase.

5.2. Please allow up to 7 days for the refund to be processed and reflected in your account. The exact processing time may vary depending on your payment provider.

6. Exchanges:

6.1. ElectroCity Bikes does offer direct product exchanges. If you wish to exchange a product, please follow the standard return process and place a new order for the desired item.

7. Damaged or Defective Products:

7.1. In the rare event that you receive a damaged or defective product, please contact our customer support team immediately. We will arrange for a replacement or issue a full refund, as per your preference.

8. Contact Us:

8.1. If you have any questions or concerns regarding our Returns Policy, please reach out to our customer support team at Alex@electrocitybikes.co.uk.