14-DAY RETURNS

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.

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.

For any questions about returns please email us at returns@chargeandglide.co.uk

Please see full details of our Returns Policy here

CANCELLATIONS & REFUNDS

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.

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.

Any delivery fees will be deducted from your refund amount.

Any refunds can only be issued to the same original payment method that 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. 

FREE & FAST DELIVERY

We offer free and fast delivery on all our orders over £500 to the UK mainland.

We have our head office in London but our network extends countrywide and we distribute from warehouses across the UK through our courier partners DHL, UPS, FedEx, UK Mail and APC Overnight.

WARRANTY & RETURNS

We have got you covered, as a proud authorised dealer for all the top brands on our website, we offer a full manufacturer’s warranty on all orders and 14-day returns. T&C's apply.

If any faults arise through normal use, we will support you and arrange the repair or replacement with the manufacturer.

ACCESS TO MECHANICS NATIONWIDE

We can help you find experienced and reputable mechanics across the UK to assist you with servicing and repairs.

Ensuring the highest quality of after-care is very important to us, so you can ride away assured that you’ll be well looked after.

FLEXIBLE FINANCE OPTIONS

Spread the cost of your new ride with our flexible payment options. We’ve partnered with Klarna, PayPal and the Cycle to Work Scheme to make it easier for you to buy.

PAYMENT SECURITY

Our website uses industry standard encryption technology to ensure that sensitive customer payment card and personal information submitted is 100% secure and protected.

PRICE MATCH PROMISE

Close, longstanding relationships with the leading brands allow us to pass on the best prices to our customers.

We offer a price match guarantee on all our leading brands, if you find a lower price on the same item elsewhere, we will match it. T&Cs apply.

EXPERT TEAM SUPPORT

Our friendly team are here to make finding your perfect ride a smooth and easy experience.

We know buying an electric vehicle is a carefully considered purchase and you’re in safe hands with us, with our experience and expertise we’ll guide and assist you every step of the way, even after you’ve received your product and are out riding.

You can get in touch with us anytime. Call, email or drop us a message and we will be happy to help you. See how to contact us here.

5-STAR CUSTOMER SERVICE

We are committed to outstanding customer service.

Our tailored service does not stop once you’ve purchased a product from us. Aftercare is very important to us, any issues and we will do our utmost to assist and resolve your problem as soon as possible.

We accept a wide range of payment methods including PayPal, Klarna and all major Credit/Debit cards.

All payments are secure using industry-standard encryption.

Choose your preferred payment method at checkout for a safe and smooth experience.

CREDIT/DEBIT CARD

Pay conveniently and securely by debit from your credit/debit card, we accept all major cards (VISA, Mastercard or American Express). Enter your card number, validity and verification number and we will transmit the data using secure encryption. If your card is unlocked for 3D-Secure, then you will be forwarded to the security questionnaire for your bank. Then a few seconds later your order will be processed. The payment will be debited only upon dispatch of your goods.

PAYPAL

Using your PayPal account you can pay for your order fast, simply and securely. We usually receive an immediate payment confirmation from PayPal and we can then process your order straight away. Your payment with PayPal is always free, as Charge & Glide pay the processing fees.

Don’t have a PayPal account? Visit www.paypal.co.uk and register your bank account in just a few clicks, as you only need to provide your e-mail address, home address and bank account. PayPal enables you to make secure payments online without needing to pass on your bank details to third parties.

KLARNA

With Klarna, you can Buy Now and Pay Later. Choose Klarna at checkout and you will be given the option to order now and then pay later in 30 days.

To help you to use your electric vehicle safely and legally, please see below a simplified summary of the laws around the use of e-bikes, e-scooters and e-skateboards in the UK.

ELECTRIC BIKES

- Do NOT require a licence.

- Do NOT require insurance or registration.

- Riders must be at least 14 years old.

- On public roads, the motor should not exceed 250 Watts (e-bikes that exceed this limit in their settings are only to be used off-road on private land with the landowner’s permission).

- On public roads, the top speed should not exceed 15.5 mph / 25 km/h.

- On public roads, e-bike must be powered by pedal assist and not a throttle.

- Helmets are not legally required but are recommended for your safety.

ELECTRIC SCOOTERS & SKATEBOARDS

E-scooters and e-skateboards are completely legal to buy and own.

They are currently illegal to use on public roads, cycle lanes, pavements or footpaths.

They can only be used legally on private land with the landowner’s permission.

The UK government has discussed new regulations to legalise private e-scooters and e-skateboards on public roads with certain restrictions, but as of now, no official law change has been made.

For further details please see our full legal guide here.

If you need any additional help and advice, please email us at info@chargeandglide.co.uk, WhatsApp or Live Chat.