Returns Policy

Want to return your Pure Electric purchase? Simply follow the steps below.

  • If you change your mind about your purchase, you can return unused, “as new” items back using our tracked courier service for returns. There is a charge of £20 for electric scooters and £5 for clothing and accessories.

    If you would like to return a product, 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. Mileage on returned e-scooters and e-bikes must be less than 1km.

    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 (Maersk)

    Unit 1

    Cransley Park

    Kettering

    NN14 1EG

  • 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

  • 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.

    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.

    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 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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