Electroheads B-Stock & Ex-Display T&C’s
Updated: 1st November 2023
We have a 14-day returns policy for our
B-Stock and Ex-Display products, which means you have 14 days after receiving
your item to request a return.
To be eligible for a return, your item must be in the same condition that you
received it, unused and with the original packaging intact.
To start a return, you can contact us at firstname.lastname@example.org
If your return is accepted, we’ll send you the
return instructions on how and where to send your package. The cost to return
the item is the customer's responsibility. Please note that any items sent back
to us without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon receipt and
contact us at email@example.com 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.
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.
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.
Please remember it can take some time for your bank or credit card company to
process and post the refund too.
Please be aware all refunds will be subject to
a 2.5% card transaction fee to cover our costs for the original transaction and
Orders placed and then cancelled before
confirmation of dispatch will be subject to a 2.5% card transaction fee to
cover our costs for the original transaction and the refund.
Electroheads want you to enjoy your electric
bike from the moment you make a purchase and we provide a 3 month warranty for
B-Stock and Ex-Display products.
Your warranty includes:
3 months cover on the electrics, such as
motors and batteries
3 months cover on the bike frame against
cracking due to a manufacturing defect
Any defect reported must include an image or
video as supporting evidence to be reviewed.
Once reported, an Electroheads mechanic will validate the defect and will either:
Repair the defective component
Replace the defective component with a new
component - If straightforward for the customer to replace, this will be sent
free of charge)
It remains the sole discretion of Electroheads
and the Mechanical Team at Electroheads to determine whether the product or
core components are defective and whether they are covered by the warranty.
Please note that punctures are not covered by warranty.
If we receive an electric bike or scooter back
for repair or a return with a puncture there is a £25 installation charge, plus
the additional cost of the tyre for that particular bike or scooter.
What Your Warranty Doesn't Cover
All electric bikes and electric scooters
experience wear and tear, and there are some situations which are not covered
by our warranty. These include, but are not solely limited to:
Damage or failure due to a lack of maintenance, servicing or neglect
Misuse of the product, collisions, accidental
falls, crashes or punctures
Improper assembly, modifications, alterations
Installation of parts not original on the bike
or scooter when sold
Negligence and use of the bike in wet
conditions, or where moisture has been allowed to sit on the product resulting
in rust or corrosion
Storage of the product with excess exposure to
the elements, inappropriate environment (Rain, mud, exposure to moisture or
excessive heat, contact with sand or other substances)
Damage caused by exposure to saltwater or
products and parts being submerged in water
External factors such as shocks, lightning
storms, current surges, short circuit etc
Modification of electrical components or any
modifications (Additions not included when bought)
Parts that are expected to wear as part of
their normal function such as tyres, brake pads, brake cables, handlebar grips,
Paint, varnish, saddles, graphics, spokes
Damage associated with professional and hire
The product must not have been used for
Lack of adjustment of the mechanical parts and
failure to regulate for “putting on the road”
Lack of maintenance or improper use of the
battery on the product
Natural wear of wearable materials or caused
by assembly mistakes of the parts
Maintenance, repairs and/or technical
interventions carried out by unauthorised third parties
Use of non-original spare parts of the
Any consumable items outlined below are not
covered by the warranty:
If the scooter or e-bike comes back to
Electroheads and there are no faults found the customer will be liable for the
costs of shipping the scooter both ways.
How do I make a warranty claim?
Email us at firstname.lastname@example.org
Please include as much information as possible
and include photos or a video of the problems attached to the email.