Refund policy

Last updated: 15 October 2026

At Electoride we want you to love your new e-bike or e-scooter. If something isn't right, this policy explains how returns, refunds and exchanges work. It does not affect your statutory rights under UK consumer law (including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015) or the consumer laws of your country.

30-Day Returns

You can request a return within 30 days of delivery. This is longer than the 14-day cancellation period required by law.

Please note: returns and refunds are not automatic. Every return request is reviewed individually by our team, and an item must be approved by us before it is sent back.

To be eligible for a return, your item must be:

  • Unused and unridden (no more than a short test on a clean indoor surface), with no scratches, dirt or wear
  • Complete with all parts, accessories, chargers, keys, manuals and paperwork
  • In its original packaging, or packed equally securely for safe transport

How to Start a Return

  1. Email support@electoride.com with your order number and the reason for your return.
  2. We will reply within 1–2 working days with a Return Authorisation and return instructions.
  3. Pack the item securely and send it back (or have it collected) using the instructions we provide.

Items sent back without our approval (Return Authorisation) may not be accepted or refunded.

Return Shipping Costs

  • Faulty, damaged or incorrect items: we cover all return costs and arrange collection for you.
  • Change of mind: you are responsible for the cost of returning the item. Because e-bikes and e-scooters are large and contain lithium batteries, they must be shipped with an approved courier. We can arrange collection for you at cost – just ask.

Refunds

Refunds are only issued after our team has received and inspected the returned item. Based on the item's condition and the conditions in this policy, we will decide whether the refund is approved and the amount to be refunded, and we will email you our decision.

Approved refunds are paid to your original payment method within 14 days of approval. Your bank or card provider may take a few extra days to show the refund.

If a returned item shows signs of use, damage or missing parts, we may reduce the refund to reflect the loss in value, as permitted by law.

Damaged on Arrival

Please inspect your order when it arrives. If the box or product is damaged, note it with the courier if possible and contact us within 48 hours with photos. We will repair, replace or refund it at no cost to you.

Faulty Items

If your item develops a fault, contact us. Within 30 days of delivery you can choose a refund, repair or replacement. After that, faults are handled under our Warranty and your statutory rights.

Exchanges

Want a different model, size or colour? Contact us and we'll help. The quickest way is to return the original item and place a new order.

Cancelling an Order

To cancel an order, email support@electoride.com with your order number as soon as possible. Cancellations are not automatic – every cancellation request is reviewed by our team, and your order is only cancelled once we confirm it by email.

  • Order not yet dispatched: we will cancel the order and refund you in full to your original payment method.
  • Order already dispatched: the shipment can no longer be stopped. Once you receive it, you can request a return under this policy.

We aim to reply to cancellation requests within 1 working day. Until you receive our confirmation, your order may continue to be processed and dispatched.

We may also cancel an order ourselves (with a full refund) if an item is out of stock, we cannot deliver to your address, there is a pricing error, or a payment is flagged as suspicious.

Non-Returnable Items

  • Items that have been ridden outdoors, modified, or damaged through misuse or accident
  • Custom-built or specially ordered items (unless faulty)
  • Gift cards, and sale items marked as final sale (unless faulty)

Contact

Electoride (XALVORO LTD), 182 High Street North, London E6 2JA, United Kingdom
Email: support@electoride.com | Phone: +44 7848 484313