Return & Refund Policy
Order Cancellations
If you cancel your order after it has shipped or refuse delivery, you will be responsible for both the original shipping fee and a return shipping fee ranging from £100 to £350, depending on the model and delivery location.
Please note: Orders already in transit cannot be intercepted or cancelled.
Returns Policy
We offer a 15-day return window for unused products. Refunds will only be processed once the item has been received and inspected by our team. If the package is still in transit, a refund cannot be issued.
To qualify for a return:
- The item must be unused and in the same condition as when delivered
- It must be returned in the original packaging, including all manuals and accessories
- The issue must not be repairable or resolvable with replacement parts under warranty
If a return is accepted, shipping fees (both outbound and return) between £100–£350 may apply, depending on the item and your location.
Returns due to ordering mistakes or change-of-mind are accepted at our discretion, subject to the same fees.
Usage & Water Exposure Policy
Our electric bikes are designed for typical urban and leisure riding on paved surfaces and light off-road paths. While most models are equipped with water-resistant components, they are not waterproof.
Improper use — such as riding in storms, through deep puddles, or storing the bike in damp or exposed areas — may cause permanent damage to electronic parts.
The following are not covered under our warranty and return policies:
- Battery, motor, or controller failure due to water ingress
- Damage from pressure washing or hose spraying
- Electrical issues resulting from wet storage or misuse
If your bike is exposed to water and malfunctions, do not attempt to charge it. Contact us immediately at support@infinityebikes.co.uk for assistance.
Exchanges & Refunds for Major Defects
If your item arrives with a major manufacturing defect that cannot be resolved with a replacement part, we will offer:
- A full exchange, or
- A refund, within 15 days of delivery
In these cases, we will cover all shipping costs. Please submit photos or videos of the issue to support@infinityebikes.co.uk so we can assess the situation.
Manufacturer Evaluation & Return Conditions
The manufacturer reserves the right to evaluate returned items. A refund may be refused if the item:
- Has been used or modified
- Is not returned in original condition
- Was damaged due to misuse, neglect, or improper storage
- Is missing parts, manuals, or accessories
Common Non-Warranty Issues
The following are considered normal wear or user-related and are not covered under warranty:
- Flat tyres or punctures
- Brake pad or cable wear
- Cosmetic scratches after delivery
- Battery issues from improper charging or storage
- Error codes caused by water damage or rider error
- Folding hinge or display looseness from frequent use
Refund Processing
Once a return is received and inspected:
- Approved refunds will be processed to your original payment method within 7–10 business days
- You will receive an email confirmation once your refund has been issued
- Original shipping fees are non-refundable, except in cases of major defects
Late or Missing Refunds
If you haven’t received your refund after 10 business days:
- Double-check your bank account or credit card statement
- Contact your card issuer or bank
- If there’s still an issue, reach out to us at support@infinityebikes.co.uk
Ride Safe, Store Smart
To protect your investment:
- Avoid riding during heavy rain or in flood-prone areas
- Store your e-bike indoors or under proper cover
- Use only the charger and parts provided with your bike
- Read the user manual thoroughly before use
If you’re unsure whether your issue qualifies for a return, exchange, or repair, please get in touch with our support team:
By purchasing from Infinity E-Bikes UK, you acknowledge and agree to the terms outlined in this policy. If you have any questions, feel free to contact us before placing your order.