DELIVERY & RETURNS POLICY

UK Delivery

All items ordered online with us here at Urban E Riders will be dispatched within 24 hours when in stock (except for orders placed on Saturday which will be dispatched on the Monday).

Delivery options to the UK Mainland*:

We use APC which has a trackable service

  • FREE Express Delivery: 1-2 Working Days

Items sent via the APC will be sent on a ‘Signed For’ service (Express Delivery).  Items sent through APC are sent on 24 hours tracked service.

*UK Non-Mainland

We can still ship to you if you are UK Non-Mainland (i.e., Northern Ireland). Please call or email us if the shipping costs are not clear.

Returns and Refunds Policy

If you change your mind after placing an order and your items have not yet shipped, we can possibly cancel your order. Please email us at hello@urbaneriders.co.uk

Our returns and refund policy lasts 14 days. If you change your mind and you no longer want your product, please get in touch with us within 14 days of receiving your order. You will then have 14 days to return it to us.  If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

Goods sold are NOT refundable if used. Returns are accepted within 14 days of purchase IF the product and packaging arrive back at Urban E Rider exactly as they were sent out, In their original packaging and unused. Refunds will be issued once a Urban E Rider technician has checked the product and packaging. We may make a deduction from the refund amount for the loss of value of any good supplied if the loss is the result of unnecessary handling by you. To complete your return, we require a receipt or proof of purchase. Please contact us at hello@urbaneriders.co.uk and we will advise you on how to return the order to us and provide you with a returns form.

Please note that we will not pay for shipping on returns.  Delivery costs must be covered by you if a refund is required. If it is an exchanged item, we will cover the cost of the return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

None of this affects your statutory consumer rights.

Late or missing refunds: If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at hello@urbaneriders.co.uk

Exchanges: We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@urbaneriders.co.uk

Shipping: Once you have contacted us, we will explain how to return your product.

To return your product, you should mail your product to an address given to you. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We can arrange for the item to be picked up however the cost of the return shipping will need to be paid for in advance and it will cost approx. £35

If you are shipping an item over £70, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Damaged & Faulty items

If you have received an item that is damaged, then please email us immediately at hello@urbaneriders.co.uk

If your E-Scooter or E-Bike develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 30-days of receiving the goods, then please email us at hello@urbaneriders.co.uk

If your scooter or bike develops a fault after the initial 30 days period, please get in touch and we will advise you. Please note that different brands have different warranties.

Please note that, we cannot accept electric scooter or bike returns without all original packaging and accessories, including the original box, manuals, cables, charger, and all other items originally included with it. The scooter or bike needs to be re sellable. We cannot accept a return if the scooter has shown to be misused and damaged through miss-use, been customised or altered in any way.

WARRANTY INFORMATION 

Urban E Rider Warranty Terms and Conditions:

1.Goods sold are not refundable if used. Returns are accepted within 14 days of purchase if the product and packaging arrive back at Urban E Rider exactly as they were sent out, unopened and unused. Refunds will be issued once an Urban E Rider has checked the product and packaging. (see delivery and returns policy)

2.The limited warranty for Urban E Rider select e-scooters and e-bikes products extends for the first 12 months beginning on the date of purchase of the product.

3.The warranty components includes 1. Hub Motor 2. Battery 3. Controller 4. Throttle and battery indicator unit. 5. Charger Unit. 6 All other electrical wiring and components

4.Any products returned to Urban E Rider for warranty claims must be packaged in the original packaging they arrived in. Urban E Rider are not liable for damage to products in transport from the customer to Urban E Rider.

5.Repaired product will be warranted for the balance of the original period

Exclusions:

  1. Consumables (such as fuses, brake pads, brake callipers, braking disc, tyres, tube, brake cable, bearings etc)

2.Damage associated with commercial use.

  1. Defects or damages from accidents, improper use and storage, abnormal conditions, exposure to moisture or dampness, unauthorised modifications or repairs, or other acts which are not the fault of Urban E Riders.

Manufacturer’s Warranty Terms and Conditions:

This refers to items sold by Urban E Riders that the manufacturers supply the warranty for. This applies to all e-scooter’s and E–bikes. Although in many cases Urban E Rider can help with the process, warranty issues and claims for these items will be serviced by the manufacturer so no liability for warranty defects is with Urban E Rider.

Packaging
Please keep the original box and packaging for at least 30-days if you need to return the product to us.

Unfortunately, we cannot accept any e-scooter returns without all the original packaging and accessories. This includes all boxes, cables, charger, manuals, and all other items originally included within the packaging.

Sale Items

You have the right to cancel your order up to a maximum of 7 days from the day after you receive your order. You must notify us of this intent in writing by contacting us at our Showroom: Urban E Riders, C/O Monarch Mobility, Boothtown Road, Halifax, HX3 6UB. Any return postage costs are the responsibility of the customer.

Items Purchased in-store may be returned within 7 days with a valid receipt for a credit note if the product is in new condition, with the original packaging, labelling and tags attached.

Disclaimer:

Many of these products are extremely powerful and therefor can be very dangerous if ridden in a reckless or inappropriate manner. We strongly advise you to only use these products on private land (except for road legal e-bikes) where you have the landowner’s permission. We also strongly advise anyone riding these machines to always wear a helmet at the very minimum and all other relevant protective equipment. These machines are not toys and can cause a lot of damage to the rider and or other people if not used safely. Although you are riding them at your own risk, please always stay to safe speeds and do not push them to their limits