Returns Policy – E-Radicals

Our policy on returns and refunds

Your statutory rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you’re entitled to a remedy regardless of any policy terms.

Faulty goods

If your bike or accessory develops a fault, please contact us as soon as possible. Within 30 days of delivery or collection, you’re entitled to a full refund. After 30 days, we’ll repair or replace the item. If repair or replacement isn’t possible, we’ll offer a refund.

Custom and special orders

Many of our bikes are built to order based on your chosen specifications, including frame size, colour, drivetrain, battery configuration and accessories. Once a custom order has been placed with the manufacturer, it cannot be cancelled or returned for change of mind, as these goods are made to your personal specifications.

Before confirming any custom order, we’ll ensure you’re completely happy with your chosen configuration. We’ll provide written confirmation of your specifications, and by placing the order you acknowledge that the bike is being built specifically for you and is non-refundable except where faulty or not as described.

Online and phone orders (distance sales)

If you order a stocked item online or by phone without visiting the shop, you have 14 days from receiving your goods to cancel for any reason. You then have a further 14 days to return the item to us. We’ll refund you within 14 days of receiving the goods back, including standard delivery costs.

To qualify for a change-of-mind return:

Bikes must be unridden and in as-new condition
All original packaging, manuals and accessories must be included
No additional accessories or modifications can have been fitted

You’re responsible for return shipping costs on non-faulty items. Given the size and value of e-bikes, please contact us to arrange return logistics before shipping anything back.

In-store purchases

If you visit the shop, test ride a bike, and then purchase, this is an in-store sale and there’s no automatic right to return simply because you’ve changed your mind. We encourage thorough test rides before committing to ensure you’re completely happy with your choice.