Last updated: March 2026
Overview
At Ebike Factory, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, this policy explains your options and how to proceed.
30-Day Return Window
You have the right to return any purchased item within 30 days from the date of purchase for a full refund. Returns received outside of this window will not be accepted under this policy; however, your statutory warranty rights continue to apply — please see our Warranty section below.
Return Conditions
To qualify for a return, items must meet all of the following conditions:
- Clean and free from damage or signs of excessive use.
- Complete with all original accessories, manuals, and components.
- Returned in their original packaging in a resaleable condition.
- Accompanied by proof of purchase (order confirmation or receipt).
We reserve the right to refuse a return or apply a salvage charge at our discretion if an item is returned in a damaged, incomplete, or unsaleable condition.
Return Shipping
The cost of returning an item to us is the responsibility of the customer. We recommend using a tracked and insured delivery service, as we cannot accept liability for items lost or damaged in transit.
If you prefer, we can arrange a courier collection on your behalf. A collection fee will apply and will be deducted from your refund. Please contact us to arrange this.
Exchanges
If you would like to exchange your item for a different model or variant rather than receive a refund, we are happy to help. In the case of an exchange, Ebike Factory will cover the cost of delivering the replacement item to you. Return shipping of the original item remains the customer’s responsibility.
Refund Processing
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to post the credit to your account.
After 30 Days — Warranty
Items returned after the 30-day window are not eligible for a return or refund under this policy. However, product defects or failures arising after this period may be covered by our manufacturer’s warranty. Please contact our support team to discuss a warranty claim.
How to Start a Return
To initiate a return or exchange, please contact our support team before sending any items back:
- Email: support@ebikefactory.co.uk
- Post: Ebike Factory, 2-24 Mill Street, Kirkcaldy, KY1 1SD, United Kingdom
Please include your order number and a brief description of the reason for your return. Our team will respond within 2 business days with return instructions.