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. 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:
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 info@love-ebikes.co.uk. 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. Warranties If you have a warranty claim, please contact us by telephone in the first instance. Vulnerable Customer Policy If you are not entirely happy with your recent experience, please raise a complaint by contacting our customer service team on info@love-ebikes.co.uk or 0141 339 8349 We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 10 working days, we will send you a final response detailing our resolution. If we are unable to provide you with a final response within 10 further working days, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response. Definition of vulnerable customers: a. Elderly individuals. b. Customers with disabilities, including physical, sensory, cognitive, or mental health impairments. c. Customers experiencing financial hardship or debt-related difficulties. d. Customers with limited English proficiency or communication barriers. e. Individuals identified as vulnerable by a recognized authority or social service agency. Identification and training: a. All employees will undergo regular training to recognize signs of vulnerability and understand the appropriate actions to take. b. Frontline staff will be trained to proactively identify vulnerable customers through attentive observation and active listening. c. Managers and supervisors will receive additional training to handle complex cases and provide necessary support. Communication and accessibility: a. Provide clear and accessible communication channels, including easy-to-understand language and alternative formats (such as large print or braille). b. Offer translation or interpretation services for customers with limited English proficiency. c. Ensure physical facilities are accessible to customers with mobility impairments. Support and assistance: a. Designate a specific team or individual responsible for handling vulnerable customer inquiries and providing personalized support. b. Offer flexible appointment scheduling and extended time for vulnerable customers to discuss their needs or make decisions. c. Provide assistance with form filling, document submission, or navigating online platforms if required. d. Establish referral partnerships with external organizations or agencies to connect vulnerable customers with additional support services. Data protection and confidentiality: a. Ensure that all personal information shared by vulnerable customers is handled in accordance with data protection regulations and treated with strict confidentiality. b. Obtain explicit consent from customers before sharing their information with external agencies or organizations, unless legally required or in the customer's best interest. Complaints and feedback: a. Provide clear information to vulnerable customers on how to make complaints or provide feedback, including multiple channels (such as phone, email, or in-person). b. Designate a dedicated contact person to handle complaints related to vulnerable customers promptly and sensitively. c. Regularly review and analyse complaints to identify areas for improvement in the vulnerable customer support process. Staff training and awareness: a. Conduct regular training sessions to raise awareness among employees about vulnerability issues, empathy, and understanding. b. Provide ongoing support and resources to employees to ensure they can effectively implement the vulnerable customer policy. c. Foster a culture of respect, inclusivity, and non-discrimination throughout the organization. |