Returns & Refunds

At Urban Volt Cycles, we want customers to feel confident when buying from us.

This policy explains how returns, cancellations and refunds are handled. Nothing in this policy affects your statutory rights under UK consumer law.

Changing Your Mind

If you purchase online, you normally have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason.

Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Returning an Item

Unless otherwise agreed, returned products should be:

• Complete with all supplied components and accessories

• Securely packaged for return

• Accompanied by any relevant documentation

• Handled only as much as would reasonably be permitted when examining the product in a shop

You are entitled to inspect a product, but if it has been used or handled beyond what is reasonably necessary to establish its nature, characteristics and function, we may be entitled to reduce the refund to reflect any loss in value where permitted by law.

Large and Heavy Products

Electric bikes, electric scooters and electric motorbikes can be large and heavy items and may require specialist collection or return transport.

Please contact Urban Volt Cycles before arranging the return of one of these products.

Where the customer is legally responsible for return costs, we will provide information about the return arrangements and any applicable costs before the return is made.

Refunds

Where a cancellation or return qualifies for a refund, we will process it in accordance with applicable UK consumer law.

For eligible online cancellations, refunds will normally be made using the original payment method.

Where applicable, the cost of the standard outbound delivery service will also be refunded. Any additional amount paid for an enhanced or premium delivery service may not be refundable.

Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged or is not what you ordered, please contact us as soon as possible.

Where practical, please provide:

• Your order details

• A description of the problem

• Photographs or video showing the issue

• Photographs of any damaged packaging

Your rights relating to faulty, damaged or incorrectly described goods are separate from your right to change your mind and are protected by UK consumer law.

We will work with you to determine the appropriate remedy, which may include repair, replacement or refund depending on the circumstances and your legal rights.

Before Returning an E-Bike or Electric Vehicle

For safety reasons, please contact us before shipping any product containing a lithium-ion battery.

Do not independently arrange shipment of a damaged battery.

We will provide appropriate instructions based on the product and the nature of the return.

How to Request a Return

To request a cancellation, return or refund, contact:

Email: info@urbanvoltcycles.com
Phone: 0191 7221765

Please include your order number and a brief explanation of your request so we can help as efficiently as possible.

Your Statutory Rights

This policy does not limit or replace any rights you have under UK consumer law.