Refund, Returns and Sales policys - Charged Electric Bike Store

 

Our Terms and Conditions of sale with consumers are covered by the Consumer Rights Act 2015 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. All contracts are provided under English law. However, these do not cover Business to Business (B2B) sales which include eBikes provided under the Cycle2Work, Cyclescheme or Green Initiative Schemes.  Goods Purchased with finance are subject to any agreements with the Finance Provider and not Charged Electric Bike Store (Charged Ltd).

We have a legal obligation to supply goods in conformity with this agreement between ourselves and our consumers. Although we will under no terms accept liability for a product that has been used for anything other than its intended use. Therefore we will not falsely represent a product fit for any other purpose than in which the goods are usually supplied and as stated by the manufacturers. If you are unsure and would like the question and confirm if a product supplied is fit for any other purpose this must be in writing prior to purchase contract. 

Bicycles and Electric Bicycles alike are intricate moving objects that require a stage to bed-in and settle. In this initial period a new bike may experience the following (but not limited too) Rattles, Squeaks, Creaks, Gear Alignment Issues, Brakes Rubbing and bolts loosening. This is very normal for new bikes (eBikes) and should not alarm you. It is the consumer's responsibility to ensure regular maintenance checks to prevent these issues and we recommend this is done by a professional for safety. Although we also provide each new sale with a First Free Service (at 200miles - Free of Charge) to cover these initial bedding-in issues. It is the consumer's responsibility to deliver the bike back to our workshop for this service. If the consumer fails to return the Bike (eBike) at this time it will invalidate this contract and any warranty provided with the product.

Speed Pedelec and Electric Bikes supplied with Dongles (Tuning/Derestriction Devices) on the strict basis that the consumer has agreed that these devices and models are strictly for use on Private Land with the land owners permission (This does not include forestry commissionary land or any land that has access by the public whether that be road, Cycle paths, bridleways etc.) It is the consumer's responsibility to ensure they are using this product in the correct place. Charged Electric Bike Store will also not fit any devices to products for consumers. Devices are sold on the principle of working with the current software at the time of sale future updates could render the product incompatible and the consumer agrees that there is no warranty or guarantees that these will work in the future. 

As the consumer (B2B Excluded), you have the right to request a return of the product. This must be done formally in writing. All goods must be returned by the consumer to Charged Electric Bike Store for inspection. We are not liable for costs incurred for time or shipping etc when returning a product. In the event that you have chosen to return a product Charged Electric Bike Store will inspect the items and decide the necessary action to take whether it be a Repair, Replacement or Refund. This decision will be based on the Sales of Goods Act 1979. 

It is important to note that Bikes (eBikes) require regular cleaning, servicing and maintenance. To ensure they function and operate satisfactorily. We will not accept any liability for returns where it is visible/apparent that the appropriate servicing/maintenance has not been completed. We will also not accept liability for products that show signs of misuse or abuse (including the use of dongles). There are also many components that are considered consumables and cannot be replaced or considered unfit for purpose unless detected as defective at the time of delivery. A list of these consumables but not limited to is as followed: Bulbs, brake pads/blocks, bearings, tyres, tubes, chains, sprockets, hangers and cables.

We require the consumer to inspect all products upon delivery and receipt and if you think there are any faults or defects we must be notified within 24 hours via e-mail. 

Is is usual for manufacturers to replace/change specifications of their Bikes (Electric Bikes). Charged Electric Bike Store cannot be held responsible for variations in the specifications that we list on our website. If any specific component configuration is important to the consumer we must be notified prior to sale via e-mail.

Pre-Orders/deposits/reservations to new models or models that are out of stock or models being held for a customer are final and non-refundable. This service is subject to a charge that includes our time and other costs in reserving and administrating procedures to allocate your order. All deposits will be fully deducted from the final invoice however if the bill is not paid and we are unable to finalise the contract the deposit will be held in accordance with this charge. For any pre-order deposit, we will do our best to update the consumer on availability but we cannot guarantee the delivery date of products. The consumer accepts that the product can be delivered at any time during the model year. 

None of our contracts of sale affects your statutory rights. In addition to your statutory rights, our products may benefit from manufacturer warranties. We WILL assist you in taking advantage of these warranties although it is the consumer's responsibility to cover the costs of returning or redelivery of goods to the manufacturers and Charged Electric Bike Store will not accept liability for these costs. Any second-hand bikes (eBikes) sold by Charged Electric Bike Store will not be covered by any warranties or guarantee's or acts and these rest with the original purchaser. 

On-site Showroom Purchase Contracts


All sale Contracts finalised in our Showroom or at Exhibitions are final. Cancellation or return requests will only be accepted if the product does not hold up to satisfactory quality requirements, is not identical to a sample seen prior to purchase. We encourage all our consumers to complete a full inspection of the product prior to completing the sales contract and before removing from the premises. Any products that the consumer wishes to return outside of these requirements and that has been ridden will be subject to a 40% restocking fee to reflect our time, administration costs, devaluation of the product and payment fee's associated with the sale.

Distance and off-premises sale contracts

The following applies only to consumers that have purchased the bike from Charged Electric Bike Store off premises and away from exhibitions. Consumers that choose to take advantage of our Personal Delivery Service accept that they have bought the product under the On-site conditions explained before and will be given the satisfactory amount of time to inspect and try the bike to ensure that it is suitable for their needs. The same as they would in-store, on-site and at an exhibition. B2B sales and any purchase via the Cycle to Work Schemes and Green initiative Scheme are final and also excluded from this contract. Products purchased via finance are subject to the agreement between the consumer and the finance provider. 

Any products that the consumer wishes to return to us under this contract and your rights must be NEW and UNUSED in order to receive a full refund. Otherwise, they will be subject to the 40% re-stocking fee that reflects our time, administration costs, devaluation of the product and payment fee's associated with the sale. All returns must be safely packaged using the appropriate and original box with the packing material provided. Any damage occurred to products due to careless packaging will not be refunded and the cost of return to the consumer will be charged. Any products that are specially ordered including specially ordered sizes are final and cannot be returned. This also includes any products that have been customised for the consumer prior to release. 

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel distance and off-premises contracts within 14 days without giving a reason but the consumer must ensure the conditions above are met in accordance with this right. 

Your right to the cancellation period will expire 14 days from the date in which you take possession of the item, or a third party, other than the courier used to ship the product, take physical possession of the product. 

To exercise your right to cancel within this 14 day period you must inform Charged Electric Bike Store, 19a Hillside Road, Bury St Edmunds, IP32 7EA 01284 703579, sales@charged.bike of your decision to cancel the contract of sale. This can only be done in a clear written statement either sent to us via post or email. We will not accept a verbal instruction to do this. Below is a model cancellation letter that we require to process any return within this 14 day period. To ensure you meet the deadline we recommend any correspondence sent via post is sent recorded and signed for. 

Effects of cancellation


If the consumer chooses to cancel the contract of sale with Charged Electric Bike Store, we will refund to the consumer the full payment. However, we stand the right to deduct from any refund the loss of value to a product in the result of damage caused by the consumer. 

We will ensure to make any refund without delay and no later than: 

(a) 14 days after the day we receive back from you any goods supplied, or

(b) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

All refunds will be via the same payment method used by the consumer. We will not refund any payments until the goods have arrived safely back with us.  All goods must be returned within 14 days of notice of cancellation of the contract and any goods that are returned outside of this window will be shipped back to the consumer and a charge will be raised for this cost. 

The consumer will be liable for all return costs and it is the consumer's responsibility to arrange collection and delivery of products back to us. Consumers that wish for us to organise collection will be charged £100 for UK mainland shipping and considerably more for places outside the UK.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. The retail sales value of a used item is generally 60% of the new, unused value. THIS APPLIES EVEN IF A BIKE HAS BEEN RIDDEN ONLY ONCE. Please, therefore, ensure that the item has not been used at all unless you are likely to receive only 60% of what you paid for it when new.

Model cancellation form


To:  Charged Electric Bike Store, 19a Hillside Business Park, Bury St Edmunds, IP32 7EA. 01284 703579. Sales@charged.bike

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods,

 

Goods ordered on [date] / Goods received on [date],

 

Name of consumer(s),

 

Address of consumer(s),

 

Signature of consumer(s) (only if this form is notified on paper),

 

Date

[*] Delete as appropriate.

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