What should I do if I need to return an unwanted item to you?
We feel that you should be totally satisfied with your purchase from PowerRide. If, however, you wish to return an item as unwanted then you can return it to us within 14 days of purchase. Please note that we require you to contact us by email and quote your order number and reasons for return before sending the item back. Please see below for important details on the condition of an unwanted item return.
When can I return an item?
If you want to return an unwanted item, the item must be unused, in its original condition and suitable for resale (the items must be in an “as new” condition and in the original packaging including labels, stickers, additional accessories etc.). If reasonable care has not been taken of the item before our receipt, resulting in damage or deterioration of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied by the invoice with details of the reason for the return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure method of delivery e.g. signed delivery. The customer is responsible for any delivery charges incurred for the return of an unwanted item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable, this particularly applies to any boxed item, the box must not be used as external packaging!
In the unlikely event that an item is faulty then you may return it for repair within the period of warranty. Faults arising from poor/improper use are excluded from this returns policy. If a returned item is found not to have any manufacturing faults after testing then it will be the customer's responsibility to pay the return delivery cost or the cost of return if we have arranged for a courier to collect, this will be deducted from any refund. Any product found to be faulty within the first 30 days of purchase will be exchanged for the same product, or spare component parts will be supplied, but these items cannot be refunded.
Should in the unlikely event that we send a wrong item to you then we will at our expense, either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the incorrect item to us. Once we have received the item back we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the wrong item back. Just get in contact with us and we can discuss these options with you.
Damaged in transit
Please check your purchase upon arrival. If you notice any damage to the packaging please sign for it as damaged and notify us within 48 hours if there is an issue with the item. At our expense, we will either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the damaged item to us. Once we have received the item back we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the damaged item back. Just get in contact with us and we can discuss these options with you. We can also supply replacement parts to you in certain circumstances.
Courier Collections / Boxed Bikes
Courier collections can be arranged for you and are charged at £24.99 for parts or flat pack bikes and £44.99 for fully assembled electric bikes, however faulty/damaged return collections will be free of charge. Missed collection are charged at £15 so please ensure you are available on the day that the collection is booked for. You will need to package the bike as it was received in the original box, we can provide a new box and packaging materials at a cost of £17, payable in advance.
Return postage costs
We are not able to refund the cost of postage (both the original delivery charge and return postage) unless the item is faulty in the first 30 days. If you would like to request reimbursement for postage applied to any incorrectly advertised, damaged or faulty items then just get in touch with us via email. For Faulty Items we will either arrange for a courier to collect the item from you at our cost or provide you with a prepaid returns label.
When will I receive a refund?
The customer can expect to receive the refund of the cost for the item within two weeks of us receiving the item (assuming satisfaction with the condition of the product).
Terms of replacements, refunds, cancellations and warranty:
Replacements will be issued when a product is delivered and there is a malfunction with the operation which is unable to be solved by way of replacement parts or advice.
Refunds & Cancellation:
You may cancel your order within a 14 working day ‘cooling-off period’ (excludes weekends and bank holidays) after receiving the goods, This will then be subject to a full refund including initial shipping price within 30 days of cancellation. The goods must be returned to ourselves Power Ride LTD. This excludes sale items, which can be returned for credit or exchange only.
It is the buyer's responsibility to return the goods to us, so please ensure you repackage the goods efficiently and take out courier insurance if returning by courier. We can also arrange the carriage back for you, but this is at a cost to yourselves. If the goods have not been returned within 21 days of cancellation we will take steps to recover the goods.
Please Note: We cannot accept returns of items that have been modified or customised in any way.
Delivery is usually between one and seven working days on all stock items, we will notify you if the delivery is going to take longer than this. Please contact us for additional postage charges if purchasing in Northern Ireland, Highlands, Non-Mainland Areas, British Isles, Republic of Ireland and Europe.
Buyers outside the UK are reminded that the currency is GBP.
Assistance can be offered if you do not feel confident with the assembly of any of our products. Most Bikes arrive 95% ready to ride with just the need to straighten the handlebars and fit the pedals. We will accept no liability for an incorrect fitting here by our customers.
Please check the delivery for damages before signing for the item in good condition. If you do sign as damaged please notify us immediately. However, you have 7 days to notify us and regardless of insurance, we will still bear the responsibility to rectify any damages.
Faulty Goods On Arrival:
Please inform us as soon as reasonably possible of any fault with the product. We will then resolve the fault for you at our costs very swiftly.
DURATION: We are 100% committed to customer service so, therefore, we offer a maximum warranty period, this period can vary from model to model and is stated clearly next to each product, subject to certain conditions, set out below. This is always a minimum of 1 year and on certain products, this is extended beyond this solely by the manufacturer.
THE WARRANTY: Within the given warranty, we facilitate the supply of new parts through the manufacturer and where appropriate advice on fixing the product, fix the product if brought to our warehouse or if necessary ship the product back to ourselves for repair. In some cases, we will require the customer to ship the product back to us for examination and then be reimbursed there shipping if the fault does not come outside our warranty terms. Always save the shipping box, as this is required should the bike need to be collected under warranty. The buyer has full rights to use a 3rd party to examine the fault, so therefore not reliant on our individual companies’ opinion.
WARRANTY DOES NOT COVER:
Damaged Plastic parts and wear and tear on brake pads, tyres, or damage to any part of the product due to abuse or misuse.
Labour that occurs outside of our facility.
Parts damaged by accidents, neglect, misuse, abuse.
Damage caused by a non-covered part or by any part not purchased from our facility.
Products that have NOT been regularly checked and serviced as highlighted in conditions.
NOTE: We have the right to determine what damage is due to defective materials and what is due to product abuse or misuse. However the buyer has full rights to use a 3rd party to examine the fault, so therefore not to be made reliant on our individual companies’ opinion.
FAULTS: Faults must be reported as soon as reasonably possible by phone or email. We will assess the problem and try to rectify without the need for you to send the product back to us to help save time. We will send out a replacement part, if possible, to be fitted by yourselves with guidance from us. If the problem is found to be due to neglect or not covered under the warranty then we shall fix the problem at a rate of £35 per hour plus the cost of replacement parts. You have full rights to get a 3rd party opinion on whether the fault is covered by the warranty or not if you do not except our assessment.
CONDITIONS: Upon purchase of all products, they must be thoroughly checked to ensure that no nuts or bolts have become loose or dropped out in transit. The same check should be carried out prior to each ride of the product, thus ensuring long-term durability. We advise that all products are ridden with adequate safety clothing ie; helmets etc. Products must be ridden responsibly and must not be abused for the warranty to be valid. These are on-road vehicles and should be ridden with due care and attention for your safety and that of the public.
DISCLAIMER STATEMENT: We will take no liability for losses that were not foreseeable to both parties when the contract was formed and for losses that were not caused by any breach on our part. We will take no liability for any use of a product that does not comply with current legislation relating to that product in your region or jurisdiction. By purchasing our products you have read and agreed to the terms and conditions set out Nothing in these terms will reduce your statutory rights relating to cancellation, faulty or misdescribed goods. For further information about your statutory rights contact your local authority Trading Standards Department or Citizens' Advice Bureau.
RECYCLING YOUR OLD ELECTRICALS: If you’re buying a new electrical item, we will recycle your old one and any other small electricals you have for free. Why recycle? Unwanted electrical equipment is the UK's fastest-growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
We can help. We are pleased to offer our customers the chance to recycle their old electrical items when purchasing a new item from us. Please speak to a member of staff for details on how to dispose of your WEEE item.
What is WEEE?
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. We offer all our customers buying new electrical equipment a free take-back of their old electricals on a like-for-like basis.
Our bikes are dispatched within 24 hours, Standard delivery is 2-3 business working days. The bikes are carefully wrapped and boxed into one of our specially designed packages to ensure safe transport of your new eBike. Your Bike will arrive in a reinforced box to ensure the protection of the bike during transit.
Your new electric bike will be delivered 90% assembled by ourselves, you will have to put the Front-wheel on and straighten the handlebar, this is easy to do using the free toolkit provided. You can find out more about Maintenance and Assembly of your new PowerRide Bike here.
You can find out more about Maintenance and Assembly of your new PowerRide Bike here.