Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

Terms and Conditions

These are the Terms and Conditions of Sale for Allens ebikes to which the purchases of goods and services are subject.

1. Definitions

1.1. In these Conditions, the following definitions shall apply:

Business Day(s): a day (other than a Saturday, Sunday or public holiday) when banks in London are open for business. 
Conditions: the terms and conditions set out in this document as amended from time to time in accordance with clause 14. 
Contract: the contract between allens ebikes and the Customer for the sale and purchase of the Goods or Services in accordance with these Conditions. 
Customer, you, your: the person who purchases the Goods or Services from us. 
Event Outside Our Control: has the meaning given in clause 13. 
Goods: the goods (or any part of them) set out in the Order. 
Allens ebikes, we, us, our: means, as applicable, either Allens ebikes LTD Company number 12847217

Order: the Customer’s order for the Goods or Services submitted via the Website.
Services: the services (or any part of them) set out in the Order. 
Website: allensebikes.co.uk

1.2. In these Conditions, the following rules apply:

1.2.1. A person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality). 
1.2.2. A reference to a party includes its personal representatives, successors or permitted assigns. 
1.2.3. Any phrase introduced by the terms including, include, in particular or any similar expression shall be construed as illustrative and shall not limit the sense of the words preceding those terms. 
1.2.4. A reference to writing or written includes e-mails.

2. The Contract

2.1. The Order you place via the Website constitutes an offer to purchase the Goods or Services in accordance with these Conditions. Please read and check your Order before placing it, as you are responsible for ensuring that the terms of the Order are correct. You may only purchase Goods or Services from us if you meet any legal age requirement necessary for purchase of the same.

2.2. Any email, order confirmation or other electronic acknowledgement by us of receipt of an Order does not constitute legal acceptance by us of your Order. The Order shall only be deemed accepted by us, and a Contract formed when:

(a) you have paid for the Goods or Services and monies have been received by us; and

(b) where applicable, the Goods have been dispatched and we have sent you a dispatch confirmation; or

(c) where applicable, the Service(s) have been carried out.

2.3. All Orders placed via the Website are subject to stock, store or garage availability and to the validation checks described in clause 5 below. In the unlikely event that you are either able to place an Order for an item that is not available from stock, or it is necessary for Allens ebikes to amend or cancel a booking for Services, we will contact you as soon as possible to discuss either amending or cancelling your Order. If your Order is cancelled by Allens ebikes, you will be refunded in full. 

2.4. We only accept Orders originating from and for delivery to UK addresses.

2.6. We will retain details of your Order in our database and these details can be made available to you on request from our customer services team.

3. Product Information

3.1. Goods and Services are as described on the Website. We reserve the right to amend the description at any time if required.

3.2. Images of the Goods on the Website are for illustrative purposes only. Representations of colour online are as accurate as our photographic and electronic processes will allow. Please note that colour online can also be affected by the calibrations of different output devices.

3.3. All weights and sizes are supplied as a guide only and are approximate.

3.5. In the event that there are any errors regarding the price or description of Goods or Services, we reserve the right to correct that price or description and notify you accordingly. In these circumstances, it will be deemed that a contract has not been entered into and you will not be bound to continue with your purchase. We will cancel your Order and you will be refunded in full. The repayment of such monies paid to us will be the extent of our liability to you in the event of these errors.

4. Price Information

4.1. Except as set out below, the price of the Goods and Services is the price set out on the Website at the time you submit your Order. All prices are shown in Pounds Sterling.

4.2. The price of the Goods does not include delivery charges which will be as advised during the check-out process, before you confirm your Order.

4.3 Due to the nature of certain Services there may be additional costs if additional work has been undertaken on a vehicle (for example, during a MOT) which must be paid upon collection of the vehicle. We will never carry out any additional work on a vehicle without your prior consent.

4.4. The price of the Goods and Services is inclusive of VAT (where applicable) at the current rate chargeable in the UK. If the rate of VAT changes between the date of Order and the date of delivery, we will adjust the VAT you pay unless you have already paid for the Goods or Services in full before the change in VAT. Allens ebikes VAT number is 360107537

4.5. The prices shown are only applicable to purchases made via the Website. 

4.6 Where the online price is lower than our store price you may be eligible to make a Price Match claim. 

4.8. Offers cannot be used in conjunction with one another. Where more than one offer is available on the same product only one discount will apply. The offer giving the greatest saving will be applied in the basket. Equally, voucher code offers cannot be used in conjunction with any other promotional offer. Proof of memberships allowing for discounts may be required. Offers can only be redeemed at the time of payment .

5. Payment Information

5.1. allens ebikes accepts payment by Paypal and most major credit or debit cards, where registered to UK addresses. We are unable to accept any other form of payment online. 

6. Delivery of Goods

6.1. For details about how we deliver Goods, delivery charges, geographical restrictions and lead times click here.

6.2. We may deliver the Goods by instalments, which shall be invoiced and paid for separately. Each instalment shall constitute a separate Contract. Any delay in delivery or defect in an instalment shall not entitle you to cancel any other instalment.

6.3 Any dates quoted for delivery are approximate only and we cannot be held liable for any costs incurred if delivery is delayed. Please be aware that Royal Mail First Class postal service can take up to 7 days. This is under the terms of Royal Mail and is out of our control. 3rd Party couriers can deliver direct delivery orders between the hours of 7am and 9pm.

6.4. Delivery of an Order shall be completed when we deliver the Goods to the delivery address given in the Order.

6.5. The Goods will be your responsibility from the time of delivery.

6.6. Where the courier is unable to deliver the Goods, they will either attempt to deliver to a neighbour, attempt to redeliver the following day, leave a card for you to rearrange a suitable time for redelivery or leave the parcel at your local Post Office for you to collect.

6.7. We shall have no liability for any delay in delivery of the Goods, or failure to deliver the Goods, where the delay or failure is caused either by an Event Outside Our Control or your failure to provide us with adequate delivery instructions or any other instructions that are relevant to the supply of the Goods.

6.8 If we miss our estimated delivery deadline for the Goods or, in the absence of any estimate being given, we have not delivered the Goods within 30 days after the dispatch confirmation, you may cancel your Order and receive a full refund. You can do so for just some of the Goods or all of them unless Allens Ebikes notifies you that splitting them up would significantly reduce their value.

7. Cancellations, Refunds and Returns

7.1 Subject to the remainder of this clause 7, if you change your mind and no longer want an item that you have purchased and we have delivered, you have the right to return those Goods within 28 days from receipt of the Goods and receive a refund. Alternatively, you are entitled to request an exchange within the same period of time. 

7.2 The cancellation right set out in clause 7.1 above does not apply in the case of the following Goods, which may only be returned if they are faulty:


(a) personalised and made-to-order products; 
(b) sealed satellite navigation equipment, sealed memory cards, sealed audio or video recordings or sealed computer software which have been unsealed after you receive them; or 
(c) any Goods which become mixed inseparably with other items after their delivery.

Your ContractEnd of the cancellation period
Your Contract is for Goods which are not delivered in instalments on separate days.The end date is the end of 28 days after the day on which you receive the Goods. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Goods on 10 January you may cancel at any time between 1 January and the end of the day on 7 February.
Your Contract is for Goods which are delivered in instalments on separate days.The end date is 28 days after the day on which you receive the last instalment of the Goods or the last of the separate Goods ordered.
Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your Goods on 10 January and the last instalment or last separate item of your Goods on 15 January you may cancel in respect of all instalments and any or all of the separate Goods at any time between 1 January and the end of the day on 12 February.
Your Contract is for the regular delivery of Goods over a set period.The end date is 28 days after the day on which you receive the first delivery of the Goods.
Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Goods to be delivered at regular intervals over a year and you receive the first delivery of your Goods on 10 January, you may cancel at any time between 1 January and the end of the day on 7 February. 7 February is the last day of the cancellation period in respect of all Goods to arrive during the year.

7.3 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your Order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:


(a) refund you the price you paid for the Goods. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; 
(b) refund any delivery costs you have paid; and 
(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) if you have received the Goods and we have not offered to collect it from you: 14 days after the day on which we receive the Goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the Goods back to us;

(ii) if you have not received the Goods or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

7.7 If you have returned the Goods to us under this clause 7 because they are faulty or mis-described, we will refund the price of the Goods in full, together with any applicable delivery charges.

7.8 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Goods we may refund you in vouchers.

7.9 If Goods have been delivered to you before you decide to cancel your Contract: 


(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back (and we recommend using a trackable service and obtaining proof of postage), return it to us in-store or hand it to our authorised carrier. For information on how to return an item please click here. You must take reasonable care to ensure that the Goods are not damaged in transit; this includes ensuring that they are securely packaged. Allens ebikes cannot be responsible for lost or damaged returns. 
(b) unless the Goods are faulty or not as described (in this case, see clause 7.7), you will be responsible for the cost of returning the Goods to us. If the Goods cannot be returned by post, we may offer to collect the Goods from you in which case we will charge you the direct cost to us of collection which will be £7.

7.10 Because you are a consumer, we are under a legal duty to supply Goods that are in conformity with this Contract. As a consumer, you have legal rights in relation to Goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 7 or anything else in these Conditions. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

7.11. Due to the speed of our ordering process, Allens Ebikes may not be able to cancel your order before despatch. If you exercise your right to cancel prior to you receiving the Goods, Allens ebikes will attempt to stop the goods in transit, however if this is not possible and the Goods are delivered, you will be able to return your Goods in line with your rights outlined above.

8. After-sales Service and Guarantees

9. Complaints and Queries

9.1.If you are not happy with any aspect of our online service, discover a fault with our Website, or if you have any queries or comments relating to an Order placed online, please contact us and we will do everything we can to help you.

9.2. If we have exhausted our internal complaints handling procedure and we inform you in writing that we cannot settle your complaint, you have the option of referring your complaint to an Alternative Dispute Resolution (“ADR“) provider to deal with the same. We are not obliged to use a specific ADR provider or procedure, however, a list of certified providers can be found at https://www.tradingstandards.uk/commercial-services/adr-approved-bodies. Alternatively, you can refer the complaint to the EU Commission’s Online Dispute Resolution (ODR) Platform at wwww.odreurope.com. Please note that we are not obliged to participate in ADR.

Need help?

Contact us at {email} for questions related to refunds and returns.