RETURNS POLICY

We want you to be happy with your purchase, but if you need to return or exchange an item, here’s how it works:

 

STEP ONE: YOU HAVE 14 DAYS TO REQUEST A RETURN

Contact us within 14 days of receiving your item to let us know you’d like to return it.
To request a return please email us at returns@chargeandglide.co.uk with your order number and the reason for the return. 

 

Important Notes:

Items sent back without requesting a return first will not be accepted.

If 14 days have gone by since your purchase, we cannot offer you a refund or exchange.

Please note that the 14 days return period is to allow you to examine the goods as you would in a shop.

 

STEP TWO: YOU HAVE A FURTHER 14 DAYS TO RETURN THE ITEM

If your return is accepted, we will send you full return instructions on how and where to send your package. You’ll then have another 14 days to return the item.

 

Overall, you have a total of 28 days from the day your order arrives to complete a Return

 

To be eligible for return, your item must be:

  • In the same condition you received it "as new", unboxed, unused and unaltered condition.
  • With all tags and original packaging in place.
  • With any manuals, accessories and boxes intact and in their original condition.
  • To obtain a full refund, the goods must be returned in an "as new" condition. "As new" condition is defined as resaleable.
  • Accompanied by proof of purchase (e.g. receipt).

 

Return Shipping:

  • You’ll need to cover the return delivery cost and for some brands a restocking fee, unless the item is faulty or damaged.
  • We recommend you use a tracked and insured service, we’re not responsible for returns lost in the post.
  • Kindly email us the tracking number once your return is on the way.

Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the offending provision in our Returns Policy will be deemed inapplicable.

You have a 30 day right to reject under the Consumer Rights Act 2015 & 14 day right to return under the Consumer Contracts Regulations 2014.

 

DAMAGES AND ISSUES

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.

We ask that you thoroughly inspect all items at the point of delivery. If you discover that an item has been damaged, please send clear photos and/or videos of the damaged items within 48 hours of receipt of your order to info@chargeandglide.co.uk so that we can open an insurance claim on your behalf.

Please save all packaging materials and damaged goods in their original condition before filing a claim.

If your bike develops a fault through normal use (as outlined in the manufacturer's manual) you could be entitled to a repair or replacement as covered with the warranty. Please send through details of the fault to info@chargeandglide.co.uk and we will arrange the repair or replacement with the manufacturer. Please note, any fault due to misuse of the bike is not covered by this policy. Please ensure you read the manufacturer's manual in detail before using your electric bike to avoid voiding your warranty.

 

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns for items purchased on gift cards.

 

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.

 

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 14 working days.

Any delivery fees will be deducted from your refund amount.

Any refunds can only be issued to the same original payment method which was used to place the order.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 

 

CANCELLATIONS

Any orders cancelled after 12 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item.

 

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