Return & Exchange Policy

Overview

Our return and refund policy is valid for 30 days from the date of purchase. If more than 30 days have passed since your purchase, we are unable to offer a full refund or exchange.

To be eligible for a return, the item must:

• Be unused and in the same condition as received
• Be returned in its original packaging
• Include proof of purchase or a receipt

Please do not send your purchase back to the manufacturer.

Non-Returnable Items

The following items cannot be returned:

• Helmets
• Clothing
• Accessories (including bags, locks, phone holders, mirrors, lights, rear racks, rear rack bags, and similar items)

Partial Refunds

Partial refunds may be granted in the following situations:

• Items are not in their original condition
• Items are damaged or missing parts for reasons not caused by us
• Items are returned more than 30 days after delivery

Refunds

Once your returned item has been received and inspected, we will notify you by email.

We will inform you whether your refund has been approved or rejected.

If approved, your refund will be processed and credited to your original payment method within a reasonable number of business days.

Late or Missing Refunds

If you have not received your refund:

1. Check your bank account again.
2. Contact your credit card provider, as refunds may take time to appear.
3. Contact your bank, as processing times can vary.

If you have completed all of the above and still have not received your refund, please contact us at:

support@electricphoenix.co.uk

Sale Items

Only regular-priced items may be refunded.

Sale or discounted items are non-refundable.

Exchanges

We only replace items if they are defective or damaged.

If you require an exchange, please contact our customer service team first at:

support@electricphoenix.co.uk

Once your exchange request has been approved, we will provide the return address.

Items returned without prior approval will not be accepted.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the returned item.

Once the returned item has been received, a gift certificate will be issued.

If the item was not marked as a gift at the time of purchase, any refund will be issued to the original purchaser.

Shipping & Returns

To initiate a return, please contact us at:

support@electricphoenix.co.uk

Once your return request has been approved, we will provide the return address.

Please note:

• Items returned without prior approval will not be accepted.
• Return shipping costs are the customer's responsibility.
• Return shipping costs are non-refundable.
• If a refund is approved, the return shipping cost may be deducted from the refund amount.
• For high-value items, we recommend using a tracked shipping service and purchasing shipping insurance.
• We cannot guarantee receipt of returned items.

If a return is approved, we will refund the value of the product only.

All shipping costs, including the original delivery fee and return shipping costs, are non-refundable.

Order Cancellation

Customers may request to cancel their order before delivery.

Before Warehouse Processing

• If the order has not yet been processed by our warehouse, it may be cancelled for a full refund.

After Warehouse Processing

• If the warehouse has already started processing the order, preparing the shipment, allocating stock, or arranging dispatch, an Order Interception Fee may apply.
• This fee covers the costs associated with stopping, recalling, or cancelling an order after processing has begun.
• The applicable fee will be deducted from the refund amount.

Please contact our customer service team as soon as possible if you wish to cancel your order.

Need Help?

For any questions regarding returns, refunds, or exchanges, please contact:

support@electricphoenix.co.uk