Returns Policy

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. 

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.