🚴‍♂️ 1. WHO WE ARE

Company Name: GNS Hardware Ltd (trading as Neo Electric Bikes)
Registered Office: 103 Wemborough Road, Stanmore, HA7 2ED
Website: www.neoelectricbikes.co.uk
Contact: info@neoelectricbikes.co.uk | +44 203 916 5359
Data Controller: GNS Hardware Ltd

📝 2. WHAT THESE TERMS COVER

These terms govern the sale of electric bikes and related accessories through our website. They apply to all orders placed online and set out the rights and responsibilities of both the customer and Neo Electric Bikes.
By placing an order, you agree to be bound by these terms.

🤝 3. OUR CONTRACT WITH YOU

3.1 Order Acceptance

We are not obligated to accept every order. An order is accepted once we confirm it via email or ship the product. Orders may be declined due to:

  • Product unavailability
  • Pricing errors
  • Payment issues
  • Fraud detection

You will receive a confirmation email with your order number and delivery estimate.

3.2 Price Accuracy

We strive for accurate pricing. However, if errors occur:

  • We may correct them without liability
  • If it affects your order, we will contact you first

3.3 Payment Methods

We accept:

  • Stripe
  • PayPal
  • Credit/Debit Cards
  • Finance options (where applicable)

Full payment must be made before dispatch unless agreed otherwise.

📦 4. DELIVERY

4.1 Delivery Costs

Shown at checkout. Extra charges may apply for remote/international locations.

4.2 Delivery Timeframes

Estimated dates are not guaranteed. Delays may occur due to external factors.

4.3 Risk and Ownership

  • Risk transfers to you on delivery.
  • Ownership transfers after full payment.

4.4 Failed Deliveries

If delivery fails, items return to depot. You must collect or pay re-delivery/storage within 14 days.

4.5 Redirection

Changing delivery details after shipment may incur charges. We are not liable for issues from redirection.

❌ 5. CANCELLATION & RETURNS

5.1 Cancellation Before Shipment

You may cancel within 48 hours. Subject to confirmation. If accepted, full refund issued. If not, order proceeds.

5.2 Cancellation After Shipment

Not allowed. Refunds only after product return at your cost.

5.3 Change of Mind Returns

Return within 14 days (Consumer Contracts Regulations 2013) if:

  • Unused and in original packaging
  • Return shipping at your cost
  • Restocking fee up to 15% may apply
  • Final sale items are non-refundable

🛑 Restocking fee and return cost confirmed via email from support@neoelectricbikes.co.uk

5.4 Faulty or Misdescribed Items

We will repair, replace, or refund and cover return shipping.

5.5 eBike Use & Damage

Used or damaged eBikes may not be eligible for return. No refunds for tampered products.

5.6 How to Return

Email returns@neoelectricbikes.co.uk with order number and reason. We will issue return instructions.

💸 6. REFUNDS

  • Processed within 30 days of receiving the item
  • Refunded to original payment method
  • Shipping fees non-refundable
  • Restocking fees may apply
  • Pre-order cancellations incur 10% fee

⚠️ 7. DISCLAIMERS & LIMITATIONS

7.1 Product Descriptions

Images and descriptions are illustrative. Minor variations may occur.

7.2 No Test Rides

We do not offer test rides. Try similar models locally before purchase.

7.3 Street Legality

You are responsible for ensuring eBike legal compliance in your area.

13.1 Legal Classification

eBikes are non-assisted bicycles in the UK/EU if:

  • Max assisted speed: 15.5 mph (25 km/h)
  • Motor: ≤ 250W
  • No assistance when not pedalling

Above this = moped (requires registration, insurance, licence).

13.2 Ownership vs Use

You can own high-powered eBikes, but public road use is illegal unless registered and insured. Private land use only.

13.3 Throttle & Age Restrictions

Throttle eBikes above 250W/15.5mph are not road legal.
Minimum age: 14+

Customer Responsibility:
You are solely responsible for lawful use. Neo Electric Bikes is not liable except for negligence or product defect.

🛑 8. RIGHT TO TERMINATE

We may cancel your order if:

  • Payment fails
  • Fraud suspected
  • Incorrect details provided
  • You violate our terms

Refunds issued for unshipped items.

🔐 9. PRIVACY & DATA USAGE

Your data is handled as per our Privacy & Cookie Policy

📦 10. IF THERE IS A PROBLEM

10.1 How to Tell Us

Email: support@neoelectricbikes.co.uk
Phone: +44 203 916 5359
Address: GNS Hardware Ltd, 103 Wemborough Road, Stanmore, HA7 2ED

10.2 Your Legal Rights

You are entitled to goods that match their description and are of satisfactory quality.

10.3 Rejected Products

You must return (or allow collection of) rejected products. See Section 5.6.

💰 11. PRICE AND PAYMENT

11.1 Where to Find the Price

The product price (including VAT) is shown on the order page.

11.2 VAT Changes

If VAT changes before dispatch, we adjust the price accordingly.

11.3 Price Errors

If we made a pricing mistake:

  • If lower: You pay less
  • If higher: We will contact you
  • If obvious error: We may cancel and refund

11.4 When and How to Pay

Pay before dispatch using:

  • Stripe
  • PayPal
  • Credit/Debit Card
  • Finance options (if available)

🛠️ 12. OUR RIGHTS TO MAKE CHANGES

12.1 Minor Changes

We may change products to comply with regulations or make minor improvements.

12.2 Significant Changes

For major changes, you’ll be notified and may cancel before shipment for a refund.

⚖️ 13. GOVERNING LAW

These terms are governed by English law. Disputes are subject to the courts of England and Wales, unless otherwise required by applicable consumer laws.