Evara E-Bikes – Return & Refund Policy

At Evara E-Bikes, we want you to feel confident when ordering from us. This policy explains your rights and our procedures regarding cancellations, returns, and refunds.

1. Order Confirmation & Cancellation

When you place an order with Evara E-Bikes, you will receive an Order Confirmation Email. Please review the order details carefully.

  • If you need to cancel, contact us within 1 business day of placing the order.
  • If the order hasn’t been shipped, we will cancel it and issue a full refund to your original payment method.
  • Once the order has shipped, cancellation isn’t possible — you’ll need to follow the return process below.

2. Returns & “Change of Mind”

Under UK law, customers have a statutory right to cancel an online order within 14 days of receiving their goods and then another 14 days to return the item to us. This applies to most products purchased online (unless specifically excluded). 

2.1 How to Request a Return

To start a return:

  1. Email our support team at customerservice@evaraecollections.co.uk with your order number and reason for the return.
  2. We will send further instructions on how and where to return your item.

2.2 Return Conditions

  • Unused & unopened items: To be eligible for a full refund, products must be in their original condition, unused, and with all original packaging and accessories included.
  • Opened but unused products: These may be accepted, but a 20% restocking fee may apply to cover handling and repackaging costs.
  • Used items: If signs of use are evident (e.g., mileage on the e-bike display, wear, dirt, or damage), your refund may be reduced to reflect depreciation and reduced resale value.
  • Items that are **damaged, or incomplete** may not be eligible for a full refund.
  • If you reject a shipped order or fail to follow the return procedure may result in package loss or rejection by the warehouse, making the refund or replacement ineligible.
  • Original delivery charges are non-refundable unless the return is due to our error.

3. Return Costs

  • Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.
  • For bulky items like e-bikes, we recommend using a trackable and insured shipping method.

4. Faulty or Incorrect Items

If your order arrives faulty, damaged, or not as described, you may be entitled to:

  • A full refund, or
  • A replacement item, or
  • Repair support

Please contact us immediately with photos or videos showing the issue so we can assess and resolve it as quickly as possible.

5. Refund Timing

Once your returned item is received and inspected:

  • We aim to process refunds within 3–5 business days.
  • The time it takes for the refund to appear in your account depends on your bank or card provider.

6. Non-Returnable Items

Certain products cannot be returned unless they are faulty. These may include:

  • Gift cards
  • Custom items made to order
  • Batteries or components where safety seals have been broken
  • Items damaged due to misuse, accidents, or unauthorised modifications
  • Consumable parts (such as inner tubes, brake pads, chains) once installed

7. How Refunds Are Issued

Refunds will be credited back to the original method of payment used at checkout.
Shipping and handling fees are not usually refundable unless the item is faulty or incorrect.

8. Late or Missing Refunds

If you have not received your refund after confirmation:

  1. Check your bank account again
  2. Contact your card provider (processing times vary)
  3. Contact your bank

If you still have not received it, please contact us.

10. Contact Us

Evara E-Bikes Customer Support
📧 customerservice@evaracollections.co.uk
🌐 www.evaraebikes.co.uk