You can return items back to any of our stores nationwide free of charge within 30 days of receiving the item. Simply take your purchase and original receipt into your chosen store. You can then choose to get the item refunded or exchange it for an alternative product.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging.
If you change your mind about your purchase, you can use our tracked courier service for returns. There is a charge of £20 for electric scooters and £5 for clothing and accessories.
You can create your own label to be printed and attached to the original box, which can then be dropped off at your local post office for collection by courier. Simply follow the step by step instructions on the following link to obtain your returns label:
If you would like to return a bike, please contact us via our email address: help@pureelectric.com. Please include your order number and the reason for your return in your email. All such information must be received by us within 30 days of you receiving your product.
If you choose to return by post, it is your responsibility to ensure that the item is returned to us in a safe and secure manner. Pure Electric cannot be held responsible for any damage caused during posting. If not using one of our services above, we suggest that you use a recorded postal/courier service.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging. Items returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred.
You must include in the box a copy of your name and order number for the return to be processed.
Once your refund has been approved by the Pure Electric technicians, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.
Returns address:
Returns Department
Pure Electric Ltd
Whistl
1 Apollo Rise
Farnborough
GU14 0GT
To initiate a return, you need to contact us via our email address: help@pureelectric.com.
Please include your order number and the reason for your return in your email. All such information must be received by us within 30 days of receiving your product.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging.
We will provide you with a shipping label to print out and attach to the product, and will arrange for our tracked courier service to collect the product from the requested address. There is a charge of £30 for electric bikes, £20 for electric scooters and £5 for accessories.
Once your refund has been approved by the Pure Electric technician, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.
If you have made an online order purchase using our Cyclescheme program and would like to return your purchase, we accept returns within 30 days (subject to the item being "as new") please contact us at help@pureelectric.com with your order number to start the return process.
If you want to cancel your Cyclescheme certificate, please contact Cyclescheme directly on info@cyclescheme.co.uk
If you paid using one of Klarna’s payment products – ‘Pay in 3’ or ‘Slice It’ – we will instruct Klarna to arrange for any agreed value to be repaid.
This may take longer than a direct refund because Klarna needs to arrange for this refund following our instruction.
For more details of Klarna’s refund policies, please click here.
Before dispatch
If you would like to cancel your order before the product has been dispatched to you, please contact our customer services team via email at help@pureelectric.com, quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.
What if my order has already left the warehouse?
As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, we will confirm this and help you to arrange a return.
If you receive your item and it is faulty, damaged, or develops a fault under normal use* within 30 days of delivery, then you can return it to us for repair, replacement or refund. The fastest response we can offer is to take your product into your nearest store for an assessment. To do this you will need to take your proof of purchase.
To initiate a return by post you must contact us via our email address: help@pureelectric.com, quoting your order number and details of the fault. If you can, please also attach images or a short video that demonstrates the problem.
Following a phone-based assessment, we’ll arrange for a pre-paid label for you to drop the product off at your local post office for repair, replacement or refund.
All returns are assessed by a Pure Electric technician and the fault must be confirmed before further action can be taken. This assessment process can take up to five working days from us receiving the product.
All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.
*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.
If your product develops a fault through normal use* after the initial 30 day return period, you may still be entitled to have your product repaired at no cost under warranty.
Please email us at help@pureelectric.com, quoting your order number and details of the fault attaching images or a short video that demonstrates the problem so that we can advise the next best steps. We will either advise to take your product into your nearest store for an assessment or we will support you through the next steps depending on the conditions set out in the manufacturer’s warranty.
Proof of purchase is required with all potential warranty claims. Faults that manifest through normal use within the first six months of you receiving the product will be presumed to have been present on the date you received the product. If a fault is raised to our attention after those six months, you will need to demonstrate evidence that the fault was present in the product on the date you received it.
*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.
Please note – any fault caused due to misuse of a product, including water ingress or external damage where this is not included in the manufacturer’s policy, may void the warranty. We strongly recommend that you read the product manual and warranty before using your product to avoid accidental voiding of your warranty.
Shopping is tough at the moment, and we want to make sure that you’re happy with your purchases this winter. So for all items bought between 16th November – 31st December 2020, we are extending our normal 30 days returns policy until 30th January 2021.
This means that you have until 30th January to notify us of your desire to return your product to us*.
*Products must be in “as new” condition, unridden, with all parts, manuals and accessories included in the original box and packaging. Terms and conditions apply – for more information about returns, see “Changed your mind – 30 days Returns Policy”.
To obtain a full refund, within 30 days of receiving the item you must inform us that you will return the goods in an “as new” condition. How to do this is detailed below.
Pure Electric defines “as new” condition as unridden, with all parts, manuals and accessories included in the original box and packaging.
Returned items will be checked by one of our specialists to ensure they meet the criteria set out in this returns policy.
Refunds will be processed within 14 days of us receiving the returned item, using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase.
Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with. We are unable to offer any refund without a valid receipt.
This does not affect your statutory rights.
You can return items back to any of our stores nationwide free of charge within 30 days of receiving the item. Simply take your purchase and original receipt into your chosen store. You can then choose to get the item refunded or exchange it for an alternative product.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging.
If you change your mind about your purchase, you can use our tracked courier service for returns. There is a charge of £20 for electric scooters and £5 for clothing and accessories.
You can create your own label to be printed and attached to the original box, which can then be dropped off at your local post office for collection by courier. Simply follow the step by step instructions on the following link to obtain your returns label:
If you would like to return a bike, please contact us via our email address: help@pureelectric.com. Please include your order number and the reason for your return in your email. All such information must be received by us within 30 days of you receiving your product.
If you choose to return by post, it is your responsibility to ensure that the item is returned to us in a safe and secure manner. Pure Electric cannot be held responsible for any damage caused during posting. If not using one of our services above, we suggest that you use a recorded postal/courier service.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging.
You must include in the box a copy of your name and order number for the return to be processed.
Once your refund has been approved by the Pure Electric technicians, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.
Returns address:
Returns Department
Pure Electric Ltd
Whistl
1 Apollo Rise
Farnborough
GU14 0GT
To initiate a return, you need to contact us via our email address: help@pureelectric.com.
Please include your order number and the reason for your return in your email. All such information must be received by us within 30 days of receiving your product.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging.
We will provide you with a shipping label to print out and attach to the product, and will arrange for our tracked courier service to collect the product from the requested address. There is a charge of £30 for electric bikes, £20 for electric scooters and £5 for accessories.
Once your refund has been approved by the Pure Electric technician, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.
If you have made an online order purchase using our Cyclescheme program and would like to return your purchase, we accept returns within 30 days (subject to the item being "as new") please contact us at help@pureelectric.com with your order number to start the return process.
If you want to cancel your Cyclescheme certificate, please contact Cyclescheme directly on info@cyclescheme.co.uk
If you paid using one of Klarna’s payment products – Pay in 3 or Slice It – we will instruct Klarna to arrange for any agreed value to be repaid. This may take longer than a direct refund because Klarna needs to arrange for this refund following our instruction.
For more details of Klarna’s refund policies, p[lease click here.
Before dispatch
If you would like to cancel your order before the product has been dispatched to you, please contact our customer services team via email at help@pureelectric.com, quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.
What if my order has already left the warehouse?
As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, we will confirm this and help you to arrange a return.
If you receive your item and it is faulty, damaged, or develops a fault under normal use* within 30 days of delivery, then you can return it to us for repair, replacement or refund. The fastest response we can offer is to take your product into your nearest store for an assessment. To do this you will need to take your proof of purchase.
To initiate a return by post you must contact us via our email address: help@pureelectric.com, quoting your order number and details of the fault. If you can, please also attach images or a short video that demonstrates the problem.
Following a phone-based assessment, we’ll arrange for a pre-paid label for you to drop the product off at your local post office for repair, replacement or refund.
All returns are assessed by a Pure Electric technician and the fault must be confirmed before further action can be taken. This assessment process can take up to five working days from us receiving the product.
All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.
*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.
If your product develops a fault through normal use* after the initial 30 day return period, you may still be entitled to have your product repaired at no cost under warranty.
Please email us at help@pureelectric.com, quoting your order number and details of the fault attaching images or a short video that demonstrates the problem so that we can advise the next best steps. We will either advise to take your product into your nearest store for an assessment or we will support you through the next steps depending on the conditions set out in the manufacturer’s warranty.
Proof of purchase is required with all potential warranty claims. Faults that manifest through normal use within the first six months of you receiving the product will be presumed to have been present on the date you received the product. If a fault is raised to our attention after those six months, you will need to demonstrate evidence that the fault was present in the product on the date you received it.
*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.
Please note – any fault caused due to misuse of a product, including water ingress or external damage where this is not included in the manufacturer’s policy, may void the warranty. We strongly recommend that you read the product manual and warranty before using your product to avoid accidental voiding of your warranty.
