Returns Policy
Note: This policy was last updated on 22 April 2026. Please review this document carefully to understand our returns and refund procedures.
Policy Overview
At Power Ride Ltd, we strive to ensure complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations or may arrive with issues. Our returns policy is designed to provide a fair and straightforward process for returning items while maintaining the quality standards of our products and services.
This policy applies to all products purchased directly from Power Ride Ltd through our website or physical store in Nottingham. Products purchased from authorized retailers or third-party sellers may be subject to the respective seller's return policies.
Return Timeframe
Our return policy allows for returns within 30 days from the date of delivery. If 30 days have passed since you received your purchase, unfortunately, we cannot offer you a refund or exchange unless required by UK consumer protection laws.
For seasonal or promotional items, special return periods may apply and will be clearly communicated at the time of purchase.
Return Eligibility
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unused and unworn
- In the original packaging with all tags attached
- Accompanied by the original receipt or proof of purchase
We accept returns on products if:
- The item is faulty or damaged upon arrival
- The item doesn't match the description or specifications on our website
- We shipped an incorrect item
- You've changed your mind (subject to restocking fees for certain items)
The following items cannot be returned:
- Personalized or custom-made products (unless faulty)
- Hygiene products that have been unsealed (such as helmets with removed inner padding)
- Downloadable software or digital products
- Gift cards
- Items marked as "non-returnable" at the time of purchase
- Products with removed serial numbers or warranty seals
For electric bicycles, special conditions apply:
- The e-bike must have less than 10 miles on the odometer
- No modifications or alterations to any components
- All original accessories, manuals, and packaging must be included
- The frame and components must be free from scratches, dents, or damage
Return Process
To initiate a return, please follow these steps:
- Contact Us: Email us at info@powerrideltd.com or call +44115 986 9948 to notify us of your intention to return an item. Please include your order number and reason for return.
- Receive Return Authorization: Our customer service team will provide you with a Return Authorization Number (RA#) and return instructions.
- Package Your Return: Securely pack the item in its original packaging if possible. Include all components, accessories, manuals, and your proof of purchase.
- Return Shipping: For small accessories, you may use your preferred shipping method. For electric bicycles and larger items, we can arrange collection or provide specific return shipping instructions.
- Tracking Information: We recommend using a tracked shipping service and keeping the tracking number for your records.
Important: Please note that the return address is not necessarily the 'ship from' address on the package you received. Always use the return address provided in your return authorization instructions.
Return Inspection
All returned items undergo inspection upon receipt. This process typically takes 2-3 business days. We check for:
- Completeness of the return (all parts and accessories included)
- Condition of the product and packaging
- Evidence of use or damage not present at the time of shipping
- Verification against the reported issue (for faulty items)
We will notify you of the outcome of the inspection and the status of your refund or exchange.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your refund.
If your return is approved:
- Your refund will be processed to the original payment method used for the purchase
- Credit card refunds typically appear within 5-7 business days, depending on your card issuer
- Bank transfers may take 3-5 business days to process
- PayPal refunds are usually processed within 24-48 hours
Refund Deductions:
- Original shipping costs are non-refundable unless the return is due to our error
- Return shipping costs are the customer's responsibility unless the item is defective or incorrect
- A restocking fee of 10-15% may apply for non-defective returns of electric bicycles
- Items returned in used or damaged condition may receive a partial refund or be rejected
Late or Missing Refunds:
If you haven't received your refund within the timeframe mentioned above:
- Check your bank account or credit card statement again
- Contact your credit card company or bank as it may take additional time for the refund to be officially posted
- If after checking with your bank you still haven't received your refund, please contact us at info@powerrideltd.com
Exchanges
If you need to exchange an item for the same product (e.g., different size or color), please follow the same process as for returns. In your communication, clearly indicate that you want an exchange rather than a refund.
For exchanges to a different product:
- Return the original item following our return process
- Once the return is approved, place a new order for the desired item
If the exchange is due to a defective product, we will cover the shipping costs for sending the replacement item.
Warranty Returns
Products covered under manufacturer warranty may have different return procedures than standard returns:
- Electric bicycle frames typically carry a 2-5 year warranty against manufacturing defects
- Electric components (motors, batteries, controllers) usually have a 1-2 year warranty
- Accessories vary by manufacturer but generally have 6-12 month warranties
For warranty claims:
- Contact our service department with details of the issue and proof of purchase
- Our technicians will assess whether the issue is covered under warranty
- If approved, we will provide instructions for repair, replacement, or return
Warranty does not cover damage from accidents, misuse, improper maintenance, or normal wear and tear.
Special Orders & Customized Products
For personalized items or special orders:
- Custom-configured electric bicycles or personalized accessories cannot be returned unless they are defective
- If your customized order exceeds 24 hours in processing time, we do not accept cancellations or refunds
- If you need to change a design or specification, please contact us at info@powerrideltd.com as soon as possible
- Order modification and re-production fees may apply for changes to customized orders
Damaged or Incorrect Items
If you receive a damaged or incorrect item:
- Document the damage with clear photographs
- Contact us within 48 hours of delivery
- Do not discard the original packaging as it may be needed for carrier claims
- We will arrange for collection and replacement of the item at no cost to you
For items damaged during shipping, we may need to file a claim with the shipping carrier, which could require additional documentation from you.
International Returns
For customers outside the UK:
- International returns follow the same eligibility criteria as domestic returns
- The customer is responsible for return shipping costs, import duties, and taxes
- We recommend using a tracked and insured shipping service
- Processing time for international returns may be longer due to customs clearance
- For defective items, contact our customer service to discuss potential solutions that minimize international shipping costs
Failed Delivery & Unclaimed Items
Please note:
- Any unsuccessful delivery due to customer errors in the shipping address will not be eligible for return and refund
- If you are unavailable to receive a delivery after multiple attempts, the item may be returned to us
- Any loss of products after confirmed delivery (according to shipping carrier records) will not qualify for returns or refunds
- For orders containing multiple items, we will only refund for defective items, not the entire order
Your Consumer Rights
This returns policy does not affect your statutory rights as a consumer under UK law. Under the Consumer Rights Act 2015, you have the right to return items that are:
- Not of satisfactory quality
- Not fit for purpose
- Not as described
For more information about your legal rights, contact your local Citizens Advice Bureau or visit www.gov.uk/consumer-protection-rights.
Policy Updates
We reserve the right to modify this returns policy at any time. Changes will be posted on this page with an updated revision date. The policy in effect at the time of your purchase will apply to your order.