Returns, Cancellations and Refunds

This policy applies to products purchased from eTrailz.co.uk. It explains cancellation rights, change-of-mind returns, faulty goods, return condition requirements and after-sales support. This policy does not affect your statutory rights.

Before ordering

We want every customer to choose the right bike or scooter before ordering. Please check the product measurements, geometry, rider-height guidance, range information, road-use rules and specifications carefully. If you are unsure about sizing, compatibility or legal use, contact us before placing your order.

14-day cancellation right

For most online orders, UK consumers have the right to tell us that they wish to cancel within 14 days after delivery. After notifying us, you then have a further 14 days to return the goods. This policy does not affect your statutory rights.

Condition of change-of-mind returns

Change-of-mind returns should be unused, complete and in resaleable condition, with the original packaging, charger, keys, manuals, accessories and protective materials included. Please do not assemble, ride, register, modify, damage or dirty the item if you may want to cancel.

You may inspect the goods in the way you reasonably would in a shop. If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may reduce the refund to reflect any loss in value. Examples include outdoor use, mileage on the display, assembly marks, missing packaging or accessories, damage, dirt, modification, registration, or signs of wear.

Return shipping

Unless the item is faulty or we have made an error, the cost of returning a change-of-mind item is paid by you. Our bikes and scooters are large, heavy, high-value items, so we can arrange an insured courier collection for a flat charge of £80 per item, which is deducted from your refund. Alternatively, you can arrange your own suitable insured courier; please keep proof of postage. We may refuse or deduct for damage caused by poor return packaging.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, contact us as soon as possible with your order number, photos or video of the issue, and packaging photos where relevant. Faulty goods are handled separately from change-of-mind cancellations, and your statutory rights remain unaffected.

Where a fault is confirmed, our usual first step is to send you a replacement part free of charge. If a repair is needed, you can have it carried out by a local cycle workshop and, as long as you agree this with us before the work starts, we will cover the reasonable cost of the repair. We cover the necessary costs of any repair or replacement, including postage.

If you tell us about a fault within 30 days of delivery, you can also choose to reject the item for a full refund under the Consumer Rights Act 2015.

How to request a return

Email Sales@etrailz-eu.com with your order number, the product name, the reason for return, and photos showing the current condition of the item and packaging. Please wait for return instructions before sending anything back.

Refund timing

We will refund you within 14 days of receiving the returned item, or within 14 days of you giving us proof that you have sent it back, whichever is sooner. Your refund includes the standard delivery charge you paid, if any, and is made to your original payment method. Your bank or payment provider may take additional time to show the refund on your statement.

Warranty support

Warranty support covers manufacturing faults on eligible products and is separate from change-of-mind returns. Warranty support does not cover normal wear and tear, punctures, brake pads, tyres, accidental damage, crash damage, misuse, unauthorised repairs, modifications, derestriction, commercial hire use, or use outside the product's intended legal and safety limits.

Contact

eTrailz is operated by APEX GLOBAL HUB LTD - Company number 16396293. Office address: 73 Hulton Lane, Bolton, England, BL3 4JD. Email: Sales@etrailz-eu.com. Phone: 07771 094 666.