30-Day Return Window: You have 30 days after receiving your order to request a return. This commercial return policy does not affect your statutory rights under UK consumer law.

Return Eligibility

CyberBike offers a 30-day return policy. You have 30 days after receiving your item to contact us and request a return.

To qualify under our commercial return policy, the item should be in the same condition in which it was received, with no use beyond what is reasonably necessary to inspect its nature, characteristics, and operation. It should also include its original packaging, accessories, manuals, and proof of purchase.

We may apply a reasonable deduction where handling has reduced the value of the item beyond what would normally be permitted when examining it in a physical shop. Nothing in this policy limits your statutory rights.

How to Start a Return

To start a return, email contact.ross.gillian54@gmail.com and include your order number, the reason for your return, and clear photos or videos if the product is damaged, defective, or incorrect.

If your return is accepted, we will send you the confirmed return address and instructions for returning your product safely. Please do not send an item before receiving these instructions.

Items returned without first contacting us may experience delays or may not be identifiable as belonging to your order.

Your Right to Cancel

When purchasing online, eligible UK customers have a statutory right to cancel their order within 14 days after receiving the goods, without providing a reason. You must notify us clearly of your decision to cancel within this period.

After notifying us, you must return the goods within the applicable statutory return period. Our 30-day commercial return window provides additional time and does not replace or reduce these legal rights.

Return Shipping

If an item is faulty, damaged on arrival, or incorrect, CyberBike will provide an appropriate return solution and cover reasonable return costs where required by applicable law.

For change-of-mind returns, the customer is normally responsible for the direct cost of returning the product unless CyberBike agrees otherwise. Electric bikes are large and heavy products and may require a specialist or tracked delivery service.

Please contact us before arranging shipping so we can confirm the correct return destination and help you identify an appropriate return method. We recommend retaining your shipping receipt and tracking information until the return has been completed.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as possible after delivery. If the item is damaged, defective, or different from the item ordered, contact us promptly at contact.ross.gillian54@gmail.com.

Include your order number, a short description of the issue, and clear photos or videos showing the product, packaging, shipping label, and reported problem. We will assess the issue and provide an appropriate repair, replacement, return, or refund solution in accordance with your legal rights.

Items Outside Our Commercial Return Policy

A return may fall outside our voluntary 30-day commercial return policy where:

• The return request is made after the applicable return window.
• The product has been damaged, modified, or altered after delivery.
• Components, accessories, manuals, or original packaging are missing.
• The product shows use beyond what was reasonably necessary for inspection.
• The product was clearly sold as final sale and is legally exempt from cancellation.
• The item was personalised or made to the customer’s specifications.

These conditions do not remove any rights you may have where goods are faulty, not as described, or otherwise fail to meet applicable legal requirements.

Exchanges

If you would like a different product, model, or variant, please contact us first. Where a direct exchange is not available, the fastest option may be to return the original item and place a separate order after the return has been accepted.

Refunds

We will notify you after receiving and inspecting your return and confirm whether your refund has been approved.

Where a refund is due, it will be issued to your original payment method without undue delay and within the timeframe required by applicable UK law. For eligible cancellations, this is generally within 14 days after we receive the returned goods or acceptable evidence that they were sent back.

Where required, we will also refund the cost of the least expensive standard delivery option offered at checkout. Additional charges paid for an upgraded or express delivery method may not be refundable beyond the standard delivery amount.

Your bank or payment provider may require additional time to display the refund in your account. If you have not received an approved refund after a reasonable processing period, contact us at contact.ross.gillian54@gmail.com.

Your Statutory Rights

Nothing in this Return & Refund Policy excludes, restricts, or replaces any mandatory rights available to you under applicable consumer protection law, including rights relating to goods that are faulty, not as described, or not fit for purpose.

Need help with a return?

Our support team can help with return requests, damaged items, order issues, and refund questions.

Contact Support

Contact Information

If you have questions about this policy, your return, or your refund, contact CyberBike using the details below.