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UK stock with UK warranties

      Returns Policy

To obtain a full refund, within 30 days of receiving the item inform us that you will return the goods in an “as new” condition, details of how are below.

 

Pure Electric defines “as new” condition as unridden with all parts, manuals and accessories included in the original box and packaging.

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. We may deduct reasonable amounts from the purchase price minus value diminishment deductions should your product be returned not in an “as new” condition. 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. 

How to Return:

Free returns to any store > 

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. 

 

Please click here to find your local store

Returning your purchase by post > 

To initiate a return by post, 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 you receiving your product. 
 
If you choose to return by post, you'll need to cover the cost of postage. 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. 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 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. 

 

Returns address: Returns, Pure Electric, New Farm Offices, Hartlake, Glastonbury, BA6 9AB. 

Returning your purchase by our courier> 

If you would like to use our tracked courier service for returns, we can arrange this for you. There is a charge of £30 for electric bikes, £20 for electric scooters and £5 for accessories.  

 

We’ll send you a shipping label via email to be printed and attached to the original box which can then be dropped off at your local post office for collection by courier. 

 

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.  

 

To use this service please email: help@pureelectric.com, quoting your order number. 

Republic of Ireland Returns >

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. 

Cyclescheme Returns >

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.


 

Once we have received the ebike and/or accessories back we will notify Cyclescheme to re-issue your certificate.


 

If you want to cancel your Cyclescheme certificate, please contact Cyclescheme directly on info@cyclescheme.co.uk

Klarna Returns >

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.

Cancelling Your Order >

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. 

Faulty / Damaged Items >

Faults within 30 days

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.

Faults after 30 days

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. 

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. We may deduct reasonable amounts from the purchase price minus value diminishment deductions should your product be returned not in an “as new” condition. 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.

How to Return >

Free returns to any store > 

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. 

 

Please click here to find your local store

Returning your purchase by post > 

To initiate a return by post, 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 you receiving your product. 
 
If you choose to return by post, you'll need to cover the cost of postage. 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. 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 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. 

 

Returns address: Returns, Pure Electric, New Farm Offices, Hartlake, Glastonbury, BA6 9AB. 

Returning your purchase by our courier> 

If you would like to use our tracked courier service for returns, we can arrange this for you. There is a charge of £30 for electric bikes, £20 for electric scooters and £5 for accessories.  

 

We’ll send you a shipping label via email to be printed and attached to the original box which can then be dropped off at your local post office for collection by courier. 

 

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.  

 

To use this service please email: help@pureelectric.com, quoting your order number. 

Republic of Ireland Returns >

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. 

Cyclescheme Returns >

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.


 

Once we have received the ebike and/or accessories back we will notify Cyclescheme to re-issue your certificate.


 

If you want to cancel your Cyclescheme certificate, please contact Cyclescheme directly on info@cyclescheme.co.uk

Klarna Returns >

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.

Cancelling Your Order >

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. 

Faulty / Damaged Items >

Faults within 30 days

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.

Faults after 30 days

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. 

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