Return & Refund Policy

Effective Date: 23 June 2025
Website: www.neoelectricbikes.co.uk

Neo Electric Bikes is committed to ensuring satisfaction with every purchase. Please review the following terms regarding returns, refunds, and warranties.

🚴‍♂️ eBike & eScooter Return Eligibility

To be eligible for a return, the following conditions must be fully met:

1. Return Timeframe

  • Returns must be requested within 14 days of delivery.

  • No returns will be accepted after 14 days.

2. Product Condition

  • The product must be:

    • Unused (no signs of riding, scratches, or wear)

    • Unmodified (no accessories or parts added)

    • In original, resalable condition

    • Returned in original packaging with all protections intact

⚠️ Missing or damaged packaging may incur a £90 replacement fee.

3. Registration Restriction

  • If the eBike has been officially registered under your name, it cannot be returned.

4. Shipping & Costs

  • Customers are responsible for all return shipping costs.

  • Original shipping fees are non-refundable.

  • Restocking fee of up to 25% applies, depending on the product condition.

5. Return Authorization (RMA)

  • All returns require prior authorization (RMA).

  • Returns sent without RMA will not be accepted.

📧 To request an RMA, contact us at: info@neoelectricbikes.co.uk

✅ Quick Summary

Condition Returnable?
Within 14 days, unused, original packaging ✅ Yes
After 14 days ❌ No
Used, ridden, or modified ❌ No
Registered to customer ❌ No
Original shipping cost refunded ❌ No
Restocking fee may apply ✅ Yes (up to 25%)
Customer covers all return shipping costs ✅ Yes

🔁 Return Procedure

1. Initiate Within 14 Days

Notify us within 14 days of delivery to begin your return request.

2. Get RMA Authorization

Email info@neoelectricbikes.co.uk to receive your RMA and return instructions.

3. Packaging Requirements

Items must be returned in original, undamaged packaging with all internal protections (foam, wraps, cable supports, etc.) intact.

4. Ship Safely

Customers are responsible for:

  • Proper packaging and protection

  • Using tracked and insured shipping

  • Any loss or damage during transit

5. Inspection & Refund

After we receive the item:

  • We will inspect the product

  • If approved, refunds will be processed within 30 days

  • Refunds are issued to the original payment method

  • Restocking fees may be deducted based on condition

🛠️ Parts, Gear & Accessories

  • Must be unused, undamaged, and in original packaging

  • Returns after 14 days are not accepted

  • Subject to up to 25% restocking fee

  • Customer pays return shipping

🚫 Non-Returnable Items

  • Clothing, hats, wearables

  • Batteries

  • Custom-built/special order items

  • Discounted/sale items

  • Gift cards or promotional purchases

🧨 Damaged Items

  • Report damage within 3 days of delivery

  • Include photos or videos of the damage

  • Email: info@neoelectricbikes.co.uk

  • If approved, we’ll issue a full refund (excluding shipping)

⚙️ Warranty Policy

We offer a 12-month limited warranty for the original owner, covering manufacturing defects.

❌ Not Covered:

  • Wear-and-tear parts (tyres, brake pads, cables, grips)

  • Damage from misuse, water exposure, stunts, or commercial use

  • Modifications, improper assembly, or unauthorized repairs

  • Battery damage due to improper charging or power surge

✔️ Covered (12 months):

Component Coverage
Frame (manufacturing defects) ✅ Yes
Motor, Battery, Display ✅ Yes
Brake Calipers, Shifter ✅ Yes
Charger, Lights, Handlebars ✅ Yes

Battery Note: Must retain >60% capacity within 1 year. Charging issues due to manufacturer defect are covered.

📦 Shipping Damage Claims

📩 Return & Warranty Contact

Neo Electric Bikes – GNS Hardware Ltd
📧 Email: info@neoelectricbikes.co.uk
📞 Phone: +44 203 916 5359
📍 Address: 103 Wemborough Road, Stanmore, HA7 2ED, UK

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