Frequently Asked Questions (FAQ)
Elite Ebike FAQ
1. How do I return an item?
Contact contact@eliteebike.co.uk first. Do not send items without authorization. Returns are accepted within 30 days for new, unused items with original packaging and proof of purchase.
2. Can I exchange my product?
Yes. Exchanges are available for items in new condition within 30 days. Price differences will be charged or refunded.
3. Who pays for return shipping?
Elite Ebike covers shipping for eligible returns. Address: 128 City Road, London, EC1V 2NX, UK.
4. Are there restocking fees?
10% restocking fee for non-defective returns.
Defective items are exempt.
5. How long for refunds?
Refunds are processed within 10 business days to your original payment method.
6. What if my product is damaged or defective?
Contact us immediately with your order number and photos. We’ll offer replacement, repair, or refund.
7. Can I cancel my order?
Yes, within 24 hours of placing it.
8. Where do you deliver?
UK only (no P.O. Boxes).
9. Shipping times & costs
Orders ≥ £500: Free, 1–5 business days
Orders < £500: £50, 1–5 business days
Orders before 3 PM (Mon–Fri) process the same day. Tracking sent within 24 hours.
10. Accepted payment methods
Cards: Visa, MasterCard, Maestro, Amex, Discover, Diners Club, UnionPay
Wallets: Apple Pay, Google Pay, Shop Pay
Other: PayPal
11. Taxes & fees
UK VAT included. Non-GBP cards may incur conversion or transaction fees.
12. Backorders & delays
Unavailable items are refunded unless you respond within 2 business days. Delays may occur due to holidays or courier issues.
Contact us: contact@eliteebike.co.uk