Refund policy
Refund policy
Returns and Refunds
1. You have a legal right to cancel the contract between you and us within fourteen (14) days of delivery without giving a reason, as per CCR 2014, unless the product falls under the sales or ex-demo category. The count begins when from the day that you or a third party acting on your behalf (excluding the company that delivers the products to you) takes physical possession of the products you ordered.
2. For products purchased at a special price (sale, ex-demo, used, etc), the cancellation period expires in 7 days. The shipping will be paid by the customer.
3. You have a right to ask for a refund within 30 days, as per CRA 2015, if you are not satisfied with the product.
Receipt of Damaged Goods
4. All our deliveries are insured. Please unpack and examine your product in front of the delivery personnel to ensure no damage is incurred during transit.
5. If you notice any damage to the packaging or product, please notify the courier on the spot and notify us within 24 hours.
6. At our expense, we will either arrange a courier collection or supply a pre-paid postage label to let you return the damaged item or send you a replacement part after you dispatch the damaged item back.
7. All the shipping costs incurred in such a case are under warranty, therefore you must timely notify us. If not notified, the claim for damage in transit may not be accepted as the reason for a later defect.
8. In the unlikely event that we send a wrong item to you, we will at our expense, either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the incorrect item.
9. Once we have received an item back for replacement, we will issue you with the replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the wrong item back. Just get in contact with us and we can discuss these options with you.
10. If you’re eligible for a refund, you will receive it within 14 working days of us receiving the item (assuming satisfaction with the condition of the product).
Warranty - e movement Products
11. The following warranty periods will apply if your e-movement purchase fulfils all the warranty criteria (mentioned afterwards).
a. All our electric bikes come with a:
• 1-year or 5000 miles standard warranty for electrical components, whichever comes first
• 4-year or 20,000 miles warranty on the frame, whichever comes first.
b. E movement e-bike batteries are under warranty for one year. The lab decision will be considered final regarding the reason for the fault. Chargers are not covered under warranty.
c. There is NO Warranty on accessories/demos or used products unless specified otherwise on the product page. The Accessories can be returned in 7 days provided they are unused and are undamaged. The warranty will be voided in case of no proof of purchase or the original order details from us.
d. Fenders, front LEDs, Horns, side stands, pedals and reflectors are the accessories provided complimentary with the product, free of cost. They are not covered under warranty, and you cannot return the entire Product if these accessories are damaged. No replacement will be provided at any later stage.
Criteria for Entertaining Warranty, Refund, and Replacement Requests.
12. In the following use cases, the company will not entertain warranty/refund/replacement requests.
a. Poor/ improper use
b. Faults arising from poor / no maintenance: if the product is not cared for in accordance with the Care and Maintenance guidelines on our website
c. Use on illegal areas
d. Used for illegal purposes
e. Used by a rider which is not recommended for its use
f. Used in water, rain or puddles
g. Waters Ingress
h. Repairing or maintenance from other than us
i. Opening the compartment, remote or other sealed which were otherwise not supposed to be opened
j. Charging with any other method or charger, other than recommended
k. Over Charging
l. Fault occurring due to addition, removal or modification of parts, functions or apps
m. Modification/ changing /tampering with the factory setting on the display meter.
n. Normal depletion of consumable parts, like battery
o. Faults arising due to customer’s handling
p. Accidents/ damage.
q. Pending invoices not cleared within 15 days
13. Keeping the product in operational/working condition is solely the customer’s responsibility. The products need regular maintenance. The warranty doesn’t cover consumable parts such as:
a. Punctures and damage to the tyre, rim and spokes
b. Brake assembly including all related parts
c. Crankset, Pedals, chain, gears, derailleur and all related parts
d. Damage to the chain set and pedal crank while inserting the pedals
e. Suspension and related parts
f. Any other fault arising from poor / no maintenance or due to wear and tear
14. The size chart, dimensions and specifications of all the products are clearly mentioned on our website. It is the customer’s responsibility to fully understand these specifications.
15. Accepting the return of products which don’t suit you due to size, weight and specifications is the sole discretion of the company. It may incur two-way shipping cost. A further depreciation charge (minimum 25% of the total value) will also apply if the product has been used.
16. The range for each e-bike is measured under ideal circumstances. It may vary according to environment, terrain, weather, rider’s weight etc. The product cannot be returned for a “low Battery Performance”, as the battery ratings are clearly mentioned. In such a case, a new battery will be offered.
17. The products are tested for IP65 level of water resistance. However, it is the customer’s responsibility to keep them secure, away from water ingress, and extremely humid or steam.
18. The range provided is calculated in ideal situations. In extreme weather or certain circumstances, this may be reduced up to 50%. Replacement will not be provided in such a situation. Please email the company immediately if you face such issues for further support.
19. The customers are required to keep the product box / original packaging for at least 6 months. Extra boxes (for Bikes) can be provided for a cost of £89.00.
20. The customer is responsible for two-way shipping charges incurred for the return of an unwanted item/returned item.
21. The warranty is non-transferable. We will need the original invoice and or order number of (e movement only, not other retailers) for warranty purposes.
22. E movement reserves the right to not respond to or reject any warranty, replacement, or service request if the requirements above are not met.
23. No advice or information, whether oral or written, obtained by you from the Company or through the Service or in connection with the Products will create any warranty not expressly stated herein.
The Warranty Process
24. What the Customer Must Do. In the unlikely event that an item is faulty, you may return it for repair within the period of warranty. If the item when received is faulty, notify us within 7 days along with details for swapping with a new product.
25. Note that:
a. The item must be unused, in its original condition and suitable for resale. The items must be in an “as new” condition and in the original packaging including labels, stickers, additional accessories etc.
b. If reasonable care is not taken about the item prior to our receipt, resulting in damage or deterioration of the goods or packaging, then a charge will be applied for the reduction in value.
c. The item must be accompanied by the invoice with details of the reason for the return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure professional method of delivery e.g. signed delivery.
d. The faulty/damaged return collections will be free of charge.
e. Missed collections are charged at £50.00 so please ensure you are available on the day that the collection is booked for.
f. The shipping for warranty purposes is the responsibility of the customer. The Company is not responsible for providing replacement products during the repair/replacement period, which may take up to 14 working days.
g. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable, this particularly applies to any boxed item, the box must not be used as external packaging.
h. It is the customer’s responsibility to securely pack the product when dispatching it to us. The customer must ensure that all items are kept in the box before sending them for return, and any damages/ loss / missing items will be borne by the customer.
i. The items must be properly and securely packed before returning the product for any reason. Small items, like keys / quick release etc MUST NOT BE kept loose in the box. In case something is lost or damaged due to improper or loose packaging, the customer will be liable to pay the cost.
j. The company takes full care of the health and safety of its employees. Any item returned for any reason MUST BE thoroughly cleaned before they are being collected. In case of failure, the company will charge £49.99 as washing/ cleaning charges for each product.
k. Defects During Warranty Period. If a defect arises during the Warranty Period, the Company will, at its option,
• Repair the affected Products at no charge using new parts or parts that are equivalent to new in performance and reliability, or
• exchange the affected Products with functionally equivalent Products that are new or formed from new and/or previously used parts that are equivalent to new in performance and reliability or, with your consent, Products that are at least functionally equivalent to the Products it replaces; or
• Refund the original purchase price for the affected Products.
l. If No Fault Arises. After testing, if a returned item is found not to have any manufacturing faults or the fault mentioned for warranty purposes, then the customer will be responsible for paying the return delivery cost along with the full price of the replacement product if that has already been shipped to them.
m.Return Postage costs. We cannot refund the cost of postage (both the original delivery charge and return postage) unless the item is faulty in the first 30 days. If you would like to request reimbursement for postage applied to any incorrectly advertised, damaged or faulty items then just get in touch with us via email. For faulty items, we will either arrange for a courier to collect the item from you at our cost, provide you with a prepaid returns label or reimburse you with the shipping cost, if paid by you.
Abusive Behaviour
26. Abusive behaviour can take many forms. It can include being violent or aggressive, making threats, controlling someone’s behaviour, putting them down, verbal abuse, taking or keeping money from them and putting pressure on someone to do things they don’t feel comfortable with.
27. E movement has all the rights to decline any type of service, if you have involved yourself in abusive behaviour, irrespective of your position. E-movement may report the incident to concerned authorities at their own discretion.
