Returns, Cancellations & Refunds

Last updated: 15 September 2026

This policy explains returns and refunds for goods purchased from Virtue Electric Bikes Ltd.

Your rights differ depending on whether you bought at a distance or in our store, and whether the goods are faulty or you have simply changed your mind. Nothing in this policy limits your statutory rights.

Where we agreed more generous return terms when you placed your order, we will honour those terms.

1. Contacting us about a return

Please contact us at sales@virtueelectricbikes.com or call 01394 834485.

Include your order number or other proof of purchase where available. For a fault or incorrect item, please explain the problem and provide photographs where helpful.

For a statutory change-of-mind cancellation, you do not need to give a reason. You can cancel by any clear statement, including email, telephone or post. Our agreement or a return authorisation number is not required to exercise that right.

Please contact us before dispatching a bike or battery so that we can help with safe return arrangements.

2. Online, telephone and other distance purchases

For most consumer purchases agreed entirely online, by telephone or through another distance-selling method, you can cancel without giving a reason.

You can cancel before delivery, or within 14 days starting the day after you or your nominated recipient receives the goods. Where goods from one order arrive separately, the cancellation period normally runs from receipt of the last item.

After notifying us, you must send the goods back within a further 14 days, unless we have offered to collect them.

Collecting an order from our store does not, by itself, remove cancellation rights where the purchase was agreed at a distance.

Paying in full or having a standard bike ordered from a supplier does not remove applicable statutory cancellation rights.

Exceptions for genuinely personalised goods are explained in section 8.

3. Inspecting goods and returning a bike

You may inspect and handle goods as reasonably necessary to establish their nature, characteristics and functioning, broadly as you could in a shop.

This is not an unrestricted trial or hire period. If handling goes beyond a reasonable inspection and reduces the goods’ value, we may make a proportionate deduction from your refund where the law permits.

For a bike, this may include loss of value caused by riding beyond a reasonable inspection or test, damage, excessive wear, heavy soiling, modifications or missing supplied items. We will explain any deduction.

We do not apply an automatic mileage penalty or a fixed restocking charge to statutory cancellations.

Please return supplied items, including the battery, charger, keys and accessories. Contact us for help removing personal accounts or electronic locks linked to the bike.

Please keep the original packaging where possible. However, missing or opened original packaging does not automatically remove your statutory cancellation rights. Goods must still be suitably protected for transport.

4. Return arrangements and costs

You can return goods to our Woodbridge store or use a suitable delivery service.

For a change-of-mind return, you are responsible for the direct return cost where we provided the information required by law before you purchased.

For bikes and other goods that cannot normally be returned by post, we will provide the return or collection cost, or an appropriate estimate, before you place your order. If we arrange a chargeable collection, the charge will cover the direct collection cost and will be confirmed before booking.

If we did not provide the legally required return-cost information before purchase, we will bear those return costs.

For faulty, damaged or misdescribed goods, we will arrange or cover return costs as required by law.

Please retain proof of posting. We recommend a tracked service with suitable cover for the goods’ value.

Battery safety: contact us before sending an e-bike or lithium battery. Do not send a damaged, swollen, leaking or otherwise unsafe battery through an ordinary postal or parcel service. We will discuss appropriate arrangements.

5. Refunds following a statutory distance cancellation

When you cancel the whole order, we will refund the price paid and any applicable charge for our least expensive standard delivery option. Any extra amount paid for a premium delivery service is not normally refundable.

Where we have not offered to collect the goods, we will refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever happens first.

Where we have offered to collect, or no goods have been supplied, we will refund without undue delay and no later than 14 days after being informed of your cancellation.

Any lawful deduction for diminished value will be explained as described in section 3.

Refunds will use the original payment method unless you expressly agree otherwise. We do not charge a refund-processing, cancellation or restocking fee for exercising statutory distance-cancellation rights.

6. In-store purchases and our additional accessory returns

Bikes purchased in-store

There is no automatic statutory right to return a correctly described, non-faulty bike purchased in person simply because you change your mind.

Any voluntary change-of-mind return or exchange is at our discretion unless we agreed otherwise when you purchased.

If you ask to cancel an in-store order before supply, any amount retained must be fair and reflect losses actually caused by the cancellation, taking account of reasonable steps we can take to reduce those losses. Full payment is not automatically forfeited.

Your rights relating to faults, incorrect descriptions or our failure to fulfil the contract are unaffected.

Additional 30-day returns for unused accessories

In addition to statutory rights, we offer a 30-day goodwill return on unused accessories, whether purchased online or in-store.

Please contact us within 30 days of receiving the accessory and send it back within 14 days of contacting us. It must be unused, unfitted, complete and in resaleable condition, with its supplied packaging and labels.

This additional policy does not cover bikes, gift cards or genuinely personalised goods.

For an eligible goodwill return, we will refund the accessory price to the original payment method within 14 days of receiving it. Delivery and return costs are not refunded under this additional policy.

Where your statutory rights provide a better remedy, those rights take priority.

7. Faulty, damaged or incorrectly described goods

The goods we supply must meet the requirements of UK consumer law, including being of satisfactory quality, fit for purpose and as described.

Please contact us promptly about a problem. Reporting delivery damage quickly helps us investigate, but we do not impose a short reporting deadline that removes your statutory rights.

Within the first 30 days: you normally have a short-term right to reject qualifying faulty goods for a full refund. You do not have to accept a repair instead. Different rules can apply where you agree to a repair or replacement during this period.

After that period: you may be entitled to a repair or replacement at no cost, within a reasonable time and without significant inconvenience. If the goods remain faulty after one repair or replacement, or an appropriate remedy is unavailable or unreasonably delayed, you may be entitled to a price reduction or final rejection and refund.

When the final right to reject is exercised, a deduction for use may be permitted by law depending on the circumstances and timing.

Manufacturer warranties are additional to your statutory rights and do not replace our responsibilities as the retailer.

Normal wear and tear, accidental damage or faults caused by misuse, neglect or modifications are not automatically manufacturing defects. We assess the cause of the problem; an unrelated modification does not remove rights concerning an unrelated defect.

For a statutory faulty-goods refund, we will refund without undue delay and within 14 days of agreeing that you are entitled to it.

8. Supplier orders, personalised goods and discounted items

A standard production bike ordered in a normal manufacturer size, colour or specification is not automatically personalised or non-returnable, including where it is ordered from a supplier specifically for you.

Genuinely personalised goods or goods made to your individual specification may be exempt from statutory change-of-mind cancellation. We will explain any applicable exception before you purchase.

Sale, clearance and discounted goods retain their statutory rights.

Gift cards are not normally exchangeable for cash, but this does not exclude any statutory cancellation or refund right that applies to their purchase.

None of these provisions removes rights relating to faulty, misdescribed or otherwise non-conforming goods.

9. Cycle to Work and finance purchases

For Cycle to Work purchases, your employer or scheme provider may be the purchaser or owner. Any cancellation or refund will therefore need to follow the relevant arrangement, and a refund may need to go to that organisation rather than directly to the rider.

For finance purchases, we will coordinate any applicable refund with the finance provider and explain how payments already made will be handled.

Contact us about the purchase as well as the relevant provider. Cancelling a finance agreement alone does not necessarily cancel the purchase.

These arrangements do not remove statutory rights that apply.

10. Return address

Unless we give you different instructions, returns should be sent or brought to:

Virtue Electric Bikes Ltd
6A Thoroughfare
Woodbridge
Suffolk
IP12 1AG
United Kingdom

Email: sales@virtueelectricbikes.com
Telephone: 01394 834485

11. Cancellation form

You may use this form to cancel, but you do not have to. Any clear cancellation statement is sufficient.

To: Virtue Electric Bikes Ltd, 6A Thoroughfare, Woodbridge, Suffolk IP12 1AG
Email: sales@virtueelectricbikes.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service:

Goods or service:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if submitted on paper:
Date:

Delete the alternatives that do not apply.