Returns policy

• Dispatch: Within 24 Hours
• Free shipping across all products on a minimum purchase of £50.
• UK delivery time - 3-9 business days
• Cash on delivery might be available
• Easy 30 days returns and exchanges

Shipping Policy - UK

Thank you for shopping with us! We are committed to delivering your eBike and accessories quickly and securely. Below is our shipping policy to ensure you know what to expect when ordering from our UK-based online store.

Shipping Destinations:

We offer shipping throughout the United Kingdom. Unfortunately, we currently do not ship internationally.

Processing Time:

• Orders are processed Monday through Friday, excluding public holidays.
  
• Most orders will be processed within 1-2 business days.
  
• Once your order is processed, you will receive a shipping confirmation email with tracking information.
  

Shipping Methods & Delivery Times:

• Standard Shipping: 3-9 business days
  
  

Shipping Costs:

• Standard Shipping: Free for orders over £50.
  
• Express Shipping: £7.99 (flat rate).
  
• Shipping costs for orders under £100 will be calculated at checkout.
  

Delivery:

• Deliveries are made between 9 AM and 6 PM, Monday through Friday.
  
• We use trusted carriers such as Royal Mail, DPD, and UPS to deliver your eBike and accessories safely.
  
• All deliveries require a signature upon receipt for security purposes.
  

Order Tracking:

Once your order is dispatched, you will receive an email with a tracking number and link to track your order.

Damaged or Lost Items:

• If your order arrives damaged or you believe it was lost in transit, please contact us within 48 hours of receiving the delivery. We will investigate and resolve the issue as quickly as possible.
  
• Please ensure you inspect your eBike as soon as it arrives to avoid any delays in resolving potential shipping issues.
  

At Notrekebikes, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your eBike or accessory, you may be eligible to return it under the terms outlined below.

1. Right to Cancel (Cooling-Off Period)

• Under UK law, you have the right to cancel your order within 14 days from the day you receive your goods.
  
• To exercise this right, you must notify us in writing (via email) within the 14-day period.
  
• Once notified, you then have another 14 days to return the item(s) to us.
  

2. Condition of Returns

• Items must be returned in their original condition, unused, and in the original packaging with all accessories, manuals, and chargers included.
  
• eBikes that have been ridden, assembled, or altered beyond what is necessary to inspect them may be subject to a deduction from your refund to reflect any loss in value.
  
• For hygiene and safety reasons, helmets, apparel, and opened accessories cannot be returned unless faulty.
  

3. Return Process

1. Contact our Customer Support team at [your email] to request a return.
   
2. We will provide you with a Return Authorization and instructions.
   
3. You are responsible for arranging return shipping and covering the cost, unless the item is faulty or sent in error.
   

4. Refunds

• Once we receive and inspect your return, we will process your refund within 14 working days.
  
• Refunds will be issued to your original payment method.
  
• Shipping costs are non-refundable unless the return is due to our error or a faulty product.
  

5. Faulty or Damaged Items

• If your eBike or accessory arrives damaged, faulty, or develops a fault within the first 30 days, you are entitled to a full refund or replacement.
  
• After 30 days, we will repair or replace the item in accordance with the Consumer Rights Act 2015.
  
• Please contact us immediately if you experience any issues.
  

6. Exclusions

The following items are not eligible for return unless faulty:

• Custom-built or personalised eBikes.
  
• Sale or clearance items clearly marked as "non-returnable".
  
• Items returned outside the return window.