Refund policy

Updated 20 May 2026

Your 14-day right to cancel

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a distance purchase within 14 days of receipt for any reason and without justification.

To be eligible for a refund at full value, the bike or accessory must be:

• Unridden (other than a short inspection ride to confirm size and fit)
• In the same condition you received it
• In its original packaging with any tags attached
• Returned with proof of purchase

How to start a return

Email accounts@ebikeist.com with your order number. We will reply within one business day with return instructions.

Returns are sent to:

ebikeist
3 The Piggery,
Little Dartmouth,
Dartmouth,
TQ6 0JP

Return shipping costs

You are responsible for arranging and paying return shipping. Where collection is required, our specialist bike courier charges £1 per mile measured from TQ6 0JP (Little Dartmouth) to the collection postcode.

If the item is faulty, defective or not what you ordered, please see "Damages and issues" below; we cover return shipping in those cases.

Bikes that have been ridden

Bikes that have been ridden are not eligible for return at full value. We will assess each case individually and may apply a depreciation charge reflecting the bike's condition at return. Please contact us before sending the bike back so we can agree the basis of the return.

Restocking fee

We do not charge a restocking fee on bikes or accessories returned unridden, in original packaging, within the 14-day window.

Damages and issues

Please inspect your order on arrival and contact us 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. Where a fault is confirmed, we cover return shipping and either repair, replace, or refund as appropriate.

Non-returnable items

Certain types of items cannot be returned, including:

• Custom products (special orders, personalised builds, made-to-order accessories)
• Bikes that have been ridden  (see above for the case-by-case option)
• Items returned outside the 14-day window
• Items returned without original packaging or with significant damage from inadequate return packaging

If you have any doubt whether your item is eligible, please get in touch before sending it.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, you will be refunded on your original payment method within 10 business days, and in any case within 14 calendar days of our approval as required by the Consumer Contracts Regulations 2013. Please remember it can take additional time for your bank or card provider to process and post the refund to your account.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact accounts@ebikeist.com.

Bikes purchased via Cycle to Work or 0% finance

If you purchased your bike using a Cycle to Work voucher (Cyclescheme or Green Commute Initiative) or via our 0% finance offer through Novuna Consumer Finance, please contact us to discuss return options. The scheme provider or finance partner may have specific procedures we need to follow alongside our own.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Questions

For anything return-related, email accounts@ebikeist.com or call 03330 151 979.

Updated 20 May 2026