Refund policy

Returns and Refund Policy

We have a 30-day money-back return policy, which means you have 30 days from the date you receive your electric bike or order to request a return.

Return Conditions

To be eligible for a return, your electric bike and its accessories must be in the same condition as you received them, unused, undamaged, complete and in their original packaging. You must also provide a receipt or proof of purchase.

To initiate a return, you can contact our team at info@ridem.uk, explaining the reason for your return. You can also consult our right of withdrawal here.

If your return is accepted, we will send you the return instructions by email, along with a return label where applicable, to print and attach to your parcel before shipping it.

Items returned without first requesting a return will not be accepted.

You can always contact us with any questions regarding returns at info@ridem.uk.

Return Costs

We cover return costs for a period of 30 days from the date you receive your order, in accordance with the conditions applicable to your situation.

There are no restocking fees.

Specific Return and Refund Conditions

Returns due to change of mind: If you change your mind after your purchase, you may return the electric bike within 30 days, provided that it is unused, undamaged, complete and in its original packaging.
Defective items: If you receive a defective electric bike or accessory, please contact our customer service team immediately, ideally within 48 hours, to receive further instructions. RIDEM will cover the return costs within the 30-day period and, following inspection, provide a replacement product or a refund.
Damaged items: If your electric bike or any part of your order arrives damaged, please send us photographs of the damage within 48 hours of receiving your order. We will assess the situation and cover the return costs where necessary.
Incorrect product received: If you receive the wrong model, colour or product, please contact us within 48 hours. We will cover the return costs and ensure that you receive the correct product.
Product not received: If your order has not arrived, please contact us within 48 hours so that we can open an investigation with the carrier. If the parcel cannot be located, we will offer a full refund or, where possible, a replacement product.
Order cancellation: You may cancel your order before it has been dispatched. If your order has already been dispatched, you will need to follow the return procedure once the product has been received.

Policy for Damaged or Defective Items

Upon receiving a damaged or defective electric bike, battery, charger or other accessory, please contact our customer service team ideally within 48 hours. If this is not possible, please contact us as soon as you notice the issue.

Please provide photographs or videos showing the defect or damage.

We will assess your request and, if the issue is confirmed, provide a replacement, repair or full refund, depending on the circumstances.

Policy for Undamaged Items

You may return an unused and undamaged electric bike or accessory within 30 days of receiving it.

The product must be returned complete and in its original packaging.

This policy does not apply to customised products or products made specifically to the customer's specifications, except where otherwise required by law.

Exchanges

Exchanges are accepted.

The quickest way to receive another model or product is to return the item you currently have and, once the return has been accepted, place a separate order for the new item.

Timeframes

Return period: Returns must be reported and shipped within 30 days of receiving the product.
Refund period: Refunds will be issued no later than 14 days after we receive the returned product, or after receiving proof that the product has been shipped back if this occurs earlier. You will receive an email confirmation once your refund has been processed.
Refund conditions: A refund will be approved if the product is undamaged, unused, complete and returned in its original packaging. Refunds relating to defective or incorrectly delivered products will be approved following inspection.
Refund method: Refunds will be issued using the same payment method used for the original purchase.