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 [email protected]
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 [email protected] 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 [email protected]
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 [email protected]
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 [email protected]
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 [email protected]
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.
