Returns policy

Cancellations and Exchanges
If you need to cancel your order or make an exchange under the distance selling regulations you must notify us within 14 days of receiving the goods, after which you will have a further 7 days to return them to our shop. Shipping costs are paid by the buyer and are non-refundable. Items must be returned in their original condition complete with all packaging, manuals, labels etc.

Card Refunds
Refunds can only be made to the original card used for payment and if not known or available then we can at best offer a store credit to be used against future purchases.

Deposits
We have the right to retain up to 25% of deposits taken for bikes/orders depending on circumstances when customers cancel after work has been undertaken for them. This will be returned upon a future purchase from ourselves.

Custom Orders
Custom, customised and special order bikes cannot be cancelled or returned. Custom ebikes are always configured to the customer's specifications and are therefore special orders and sales are final.

Used eBike returns
We don't want you to be stuck with a bike you don't feel is right and so we accept returns for used eBikes up to 14 days after purchase on the following conditions:

1. The condition is like-new
2. All components and component packaging are present
3. All shipping, customisations and £10/mile of use will be charged for (minimum £100) along with a 10% restocking fee.
4. Used ebikes can only be exchanged and not refunded and this is entirely at our discretion. 

Customer Complaints Policy
If you are not entirely happy with your recent experience, please raise a complaint by contacting our customer service team on 0141-339 8349 or [email protected]. We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 5-7 working days , we will send you a final response detailing our resolution. If we are unable to provide you with a final response in 5-7 working days, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.

​30 Day Right of Return
Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.
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Warranties
If you have a warranty claim, please contact us by telephone in the first instance. Love-ebikes has a Vulnerable Customer Policy which is designed to ensure the way in which we act and conduct business does not have a detrimental impact upon vulnerable customers. Vulnerable customers are those whose ability or circumstances require us to take extra steps and precautions in the way that we sell and provide our services to ensure that they are not disadvantaged. 

Our Vulnerable Customers Policy

Who are considered vulnerable customers? 
The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.” Our promise is to treat all our customers fairly and when dealing with people with any vulnerability we will take account of such vulnerability to ensure that the way that we sell and provide our services does not cause them detriment. 


Examples of vulnerable customers  
We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to: 

• Customers with communication difficulties (including language barriers) 
• Customers with any form of disability.  
• Customer personal circumstances of the customer –financial difficulties, redundancy, serious illness, bereavement, caring responsibilities 
• The customers age - particularly older and younger people. For example, a younger person may be considered inexperienced, and the older person may be less technologically able 
• Anyone who suffers from stress, anxiety etc or anyone reduction in physical or mental capacity 
• A customer with any illness, whether physical or mental illness 

​Identifying a vulnerable customer 
Our staff should take steps to identify vulnerable customers and to provide any additional level of assistance they may require. Although it may be apparent in some cases, it might not be easy to identify needs in others so, if you believe you meet the criteria of a vulnerable customer, please let us know as soon as possible of any needs you may have, or any ways we can help. It really helps if you do this when first contacting us.  

Love-ebikes is commitment to engaging with vulnerable customers 
As soon we think we may be engaging with a vulnerable customer, either by identifying ourselves or a customer has told us, we will follow our 5 rules: 
We provide extra opportunities for you to ask questions or seek further confirmation about the transaction or service we are providing. 

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