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: firstname.lastname@example.org, 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.