Refund policy

Returns Policy

You may cancel your online order within a 14-day cooling period after receiving the goods, and a further 14 days to return them.

All items must be returned unused with all of the original contents and packaging as they were received by you. We do not currently offer free returns and it is the buyer’s responsibility to return the goods to us, so please ensure you repackage the goods safely and take out courier insurance if returning by courier. Alternatively, you can request a collection; small items are charged at £20, large items are charged at £50.

Please note that large item returns are charged with a fixed fee of £40 to cover the initial delivery cost (more if you are from the highlands, islands or isle of wight).

You must include in the box a copy of your name and order number for the return to be processed. ESS reserves the right to make a refund less for any costs relating to loss in value as a result of damage, mishandling, or other devaluation. Once your refund has been approved by the ESS 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 7 days.

Our return address is:

ESS

Unit 56 Bizspace Business Park

Kings Road, Birmingham

B11 2AL

Tel: 0333 050 5511 

Returns Policy - Orders collected from store

In-store purchases are not bound by the distance selling regulations and the contracts relating to them are final. Returns or cancellations can only be accepted within the first 7 days for goods deemed faulty. All goods should be thoroughly inspected by the customer prior to leaving the premises. Any goods having left the store are deemed as accepted by the customer and are not eligible for a "change of mind" return. Your statutory rights are not affected.

Please note that we do not have a demo model in-store for all of the items we sell. With these such boxed items, we are unable to offer a test ride and strongly advise that you thoroughly inspect the item(s) and ensure that you are 100% happy with them before agreeing to the terms of the sale.

Wrong or Faulty Item received

If you receive the wrong item, please reseal the item and notify us in writing via email at ebikescootershop@gmail.com. If the wrong item is confirmed and remains unused, we will arrange for the item to be returned back to us. You have the initial 14-day cooling period to inform us of any inaccuracies with your order if you would like an exchange or refund. After the initial 14-day cooling period, it will be assumed that you have accepted the goods as delivered. Any wrong item returned with signs of usage will not be applicable for an exchange or refund and the item will be returned back to you at your cost.

If the item you received is damaged or missing any components, this must be brought to our attention within the first 48 hours of delivery.

If you receive a faulty item, please notify us via email at ebikescootershop@gmail.com, clearly describing the fault(s) present so that we can try to resolve the fault swiftly, or approve a return for it to be inspected by our in-house technician team for a repair, replacement or refund. All returns are inspected by an inhouse technician and the fault(s) must be confirmed before further action can be taken. 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.

For further details on cancellations and returns, or wrong or faulty item(s) received, please read our full terms & conditions.