Refund policy

Your rights depend on what you bought. Cancelling (before you receive an item) and returning (after you receive it) are separate rights under the Consumer Contracts Regulations 2013.

New bikes ordered from our brand partners

Right to cancel. You can cancel at any time before the item has been dispatched by the supplier. Contact us immediately at info.ebikefreedomcic@gmail.com. We will do our best to stop the dispatch, but once an item has left the warehouse we cannot guarantee cancellation.

Right to return. Once you have received your order, you have 14 days to notify us that you wish to return it, and a further 14 days to send it back. Items must be unused, unassembled, and in their original packaging.

Return shipping is the buyer's responsibility. For large or heavy items, we strongly recommend a tracked and insured courier.

Once the item is received back and inspected, a refund will be issued within 14 days.

If an item arrives damaged or faulty, contact us within 48 hours with photographs and we will arrange a replacement or refund at no cost to you.

Refurbished and workshop stock

Right to cancel. You can cancel at any time before collection or dispatch. Contact us at info.ebikefreedomcic@gmail.com or call 07479 434898.

Right to return. Once you have received or collected your item, you have 14 days to notify us and a further 14 days to return it. Items must be in the same condition as when they left the workshop — unused and unmodified.

Return shipping is the buyer's responsibility, or items can be returned in person to our Glasgow workshop. Refunds are issued within 14 days of the item being received back and inspected.

Custom builds, adaptive bikes and eCycle conversions

Custom-made goods are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013, because they are made specifically to your requirements and cannot be resold.

Before work starts: you may cancel before we have ordered parts or started assembly. Your deposit will be refunded in full.

After parts are ordered: the cost of parts ordered specifically for your build will be deducted from your deposit before any refund.

After assembly has begun: no refund can be issued on labour or bespoke components. Any refundable amount is calculated at our discretion based on work completed.

Completed build not collected: if not collected within 30 days of notification, storage costs may apply. After 90 days, the build may be treated as abandoned and costs recovered from any deposit held.

No right of return. Because custom and adaptive builds are engineered specifically to your requirements, they cannot be returned for a refund once completed. If a fault arises from our workmanship, it is covered under the warranty in our Terms of Service.