Rocket Ebikes – Returns & Refunds Policy

Customer-facing policy for implementation on the Rocket Ebikes Shopify store. Last updated: 7 September 2026.

Rocket Ebikes is a trading name of Rocket Ecommerce Ltd (Company No. 16060827). We want customers to have clear, fair information about cancellations, returns, refunds and faulty goods. Nothing in this policy affects your statutory rights under UK consumer law.

1. Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, please contact Rocket Ebikes as soon as possible. If the order has not yet been dispatched, we will cancel it and issue a full refund.

This also applies to standard pre-order products that have not yet been dispatched. If an order has already been dispatched or passed into the carrier network, it may no longer be possible to stop delivery. Please contact us before refusing a delivery so that we can confirm the correct return process.

2. Your statutory 14-day cancellation right for online orders

For most goods purchased online, UK consumers may cancel without giving a reason. You must tell Rocket Ebikes that you wish to cancel within 14 days of receiving the goods.

After notifying us, you normally have a further 14 days to send the goods back or make them available for an agreed collection. Please contact Rocket Ebikes before returning anything so that we can provide the correct return address and instructions.

Because many Rocket Ebikes orders are fulfilled directly by manufacturer or distribution partners, the correct return address may vary by brand and product. Do not send a return to our registered office or directly to a manufacturer unless Rocket Ebikes has instructed you to do so.

3. Change-of-mind return costs

If the product is not faulty and you are returning it because you have changed your mind, you are responsible for the direct cost of returning the goods, provided this responsibility and the estimated cost were made clear before purchase.

E-bikes are large specialist items that cannot normally be returned by ordinary post. For a UK mainland e-bike return, the actual direct return/collection cost is currently estimated at a maximum of approximately £200 per bike. The actual charge may be lower. Where Rocket Ebikes arranges collection, the actual direct return/collection cost may be deducted from your refund.

If a materially different return-cost estimate applies to a non-mainland delivery or an unusually large item, this will be made clear before purchase.

If you paid a standard outbound delivery charge, that standard delivery charge will be refunded where required by law. If you chose a more expensive delivery option, we are not required to refund the additional amount above the standard delivery cost.

4. Condition of returned goods

You may inspect a product in the same way that you reasonably could in a shop. If the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect any reduction in value.

Please retain the original box, internal packaging, charger, keys, manuals, tools and accessories until you are satisfied that you will keep the bike. Original packaging is particularly important for transporting an e-bike safely. We will not refuse a statutory cancellation solely because original packaging has been discarded, but you may need to obtain suitable protective packaging for a safe change-of-mind return.

5. Faulty, damaged, misdescribed or incorrect goods

Please inspect your order as soon as reasonably possible after delivery. If the item is faulty, damaged, not as described or you receive the wrong item, contact Rocket Ebikes promptly with your order number and, where helpful, photographs or video of the issue.

Where you are exercising applicable statutory rights because goods do not conform to the contract, Rocket Ebikes will bear the reasonable cost of returning the goods.

Under the Consumer Rights Act 2015, consumers may have a 30-day short-term right to reject faulty goods and receive a refund where the legal requirements are met. After that period, remedies may include repair or replacement and, where appropriate, a price reduction or final right to reject.

Manufacturer warranties are additional to your statutory rights and do not replace your rights against Rocket Ebikes as the retailer.

6. Fiido – additional 30-day return period

Eligible Fiido e-bikes purchased from Rocket Ebikes benefit from Fiido's additional 30-day return arrangement.

During the first 14 days after delivery, your statutory UK cancellation rights apply and are not reduced by Fiido's additional policy.

From day 15 to day 30, an eligible Fiido return is subject to Fiido's additional return conditions in force for your purchase. These conditions may include return-shipping charges and requirements relating to condition and packaging. Under Fiido's current enhanced terms, certain opened/used e-bikes with fewer than 20 miles on the odometer may be accepted subject to a 30% depreciation charge.

Please contact Rocket Ebikes first so that we can confirm the applicable return process and conditions. A return caused by a product defect is handled separately from a non-faulty change-of-mind return.

7. Other manufacturer return periods

Some manufacturers may provide additional return periods or commercial return benefits beyond your statutory rights. Where an additional manufacturer policy applies to a product sold by Rocket Ebikes, any such benefit is in addition to your statutory rights and may be subject to that manufacturer's additional conditions.

8. Refunds

Where a refund is due, it will normally be made to the original payment method unless another method is agreed.

For a statutory distance-selling cancellation, we will refund the amount due without undue delay and within 14 days of receiving the returned goods or receiving acceptable evidence that the goods have been sent back, as applicable. We may withhold the refund until the goods are returned or evidence of return is provided, where permitted by law.

Your bank, card provider or payment provider may take additional time to display the refund after it has been processed.

9. Exchanges

Where appropriate, we may be able to arrange an exchange. In some cases, the simplest and quickest option will be to return the original product and place a separate order for the replacement. Please contact us before returning anything so that we can advise on the correct process.

10. How to request a cancellation, return or refund

Please contact Rocket Ebikes before sending any item back:

Please do not send a product back without receiving return instructions from Rocket Ebikes first.

11. Model cancellation form

You may use the form below to cancel an eligible distance-sale contract, but you do not have to use this form. A clear email or other statement telling us that you wish to cancel is also acceptable.