Your Right to Cancel

If you are a consumer purchasing online, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must notify us within the 14-day cancellation period by contacting: Email: sales@zipbikes.co.uk

Once you notify us of cancellation, you then have a further 14 days to return the item to us.

Condition of Returned Items

Returned items must be:

• In unused and resellable condition
• Complete with all original parts, accessories, manuals, and packaging
• Accompanied by proof of purchase

You may inspect the item as you would in a retail store. However, we may make a reasonable deduction if the value of the item has been reduced due to handling beyond what is necessary to check its nature, characteristics, and function.

For safety reasons, used e-bikes or items showing outdoor use may be subject to deduction or refusal unless faulty.

Refund Processing

Once your returned item is received, we will confirm receipt and process any refund in accordance with this policy and applicable consumer law.

Where a refund is due:

• Refunds will be issued to the original payment method
• Refunds will be processed within 14 days of receiving the returned goods, or within 14 days of receiving proof that the goods have been returned, whichever occurs first
• Your bank or card provider may take additional time to complete the transaction

Return Shipping & Delivery Charges

• Customers are responsible for return shipping costs when cancelling under the 14-day cooling-off period
• If the item is faulty, damaged, or incorrect, we will cover reasonable return or collection costs
• We recommend using a tracked and insured delivery service, as responsibility for the item remains with you until received by us
• Original delivery charges will only be refunded where the return is due to a faulty, damaged, or incorrect item

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at: Email: sales@zipbikes.co.uk

Where a fault is confirmed, we will:

• Offer a repair, replacement, or full refund
• Cover any reasonable return or collection costs

This is in accordance with your rights under the Consumer Rights Act 2015.

Items Exempt from Cancellation

The right to cancel does not apply to:

• Custom-built or personalised products
• Sealed items not suitable for return for hygiene or safety reasons, once opened
• Gift cards or digital vouchers
• Goods that become inseparably mixed with other items after delivery

These exclusions comply with UK consumer legislation.