Your Rights if you change your mindAccording to the Consumer Contracts (Cancellation, Information and Additional Charges) Regulations 2013, you are entitled to a cancellation period which ends 14 days after the day of delivery of the goods you have purchased from us. If you have purchased a number of items that arrive on different days, you have until 14 days after the final delivery in which to change your mind and request a refund.
How to exercise your right to cancel
To end the contract with us, please let us know by doing one of the following:
a) Phone or email. Call customer services on 07903216601 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
b) By post. Write to us at 15 Dunkirk Road, PR8 4QZ including details of what you bought, when you ordered or received it and your name and address.
Returning products to us
If you are returning a product you must ensure that it is securely packed, ideally in its original box to allow safe transit. If you no longer have the durable box in which the product was shipped we can provide another one upon request, though we may charge for this.
The goods must be sent back to us within 14 days of you telling us you wish to end the contract. The customer must bear the cost of return shipping.
Whilst the goods are in your possession, it is your responsibility to take good care of them.
Returns and Exchanges
Products may be returned within 14 working days in the exact condition received. If the product is returned in a used / damaged condition they will not be accepted and will be returned to sender. There will be a £25 charge for any returned products which need repackaging. Each bike/ scooter will be thoroughly checked prior to dispatch.
Any item returned to us should include a short note as to why it's back and your details (name, contact number, original order number). This will make it easier for us to process the item and lead to a quicker resolution.
RETURNS ADDRESS - PLEASE CONTACT CUSTOMER SERVICES BEFORE RETURNING
Care of Electric Pedals - 'Returns' Followed by 'Order Number'
15 Dunkirk Road
How we will refund you
We will refund you the price you paid for the products including delivery costs, by the method you used for payment.
Deductions from refunds
We may reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them beyond what is necessary to establish their nature, characteristics and function.
The maximum refund for delivery costs will be the cost of delivery by the least expensive delivery method we offer.
We will make any refunds due to you within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
Your Rights if we have done something wrong
We aim to deliver goods that are as described, of satisfactory quality, and fit for their purpose. However if something is wrong with an item you have purchased please let us know straight away using the contact details provided in Clause 8. We will contact you to discuss the issue before sending you a shipping label so that you can send the goods back to us we which will be free of charge. All parts must be returned in the box with your scooter and this includes the charger, manual and anything else that was in the box. We will then refund your money, replace or repair the item, depending on the circumstances and in accordance with your rights under the Consumer Rights Act 2015.
If you have a complaint
If you need to complain about any aspect of your order, please contact us as soon as possible and we will do our best to resolve the issue.
If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to Alternative Dispute Resolution which is a process where an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court. Disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.