Rocket Ebikes – Terms & Conditions of Sale and Website Use

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

1. About Rocket Ebikes

Rocket Ebikes is a trading name of Rocket Ecommerce Ltd, a private limited company registered in England and Wales under company number 16060827.

Registered office: 128 City Road, London, United Kingdom, EC1V 2NX. This is a registered office only and is not a retail shop or customer collection point.

Email: sales@rocketebikes.co.uk

Telephone: 0333 090 1012

These Terms apply primarily to purchases made by consumers through rocketebikes.co.uk. If you are buying wholly or mainly for business, resale or commercial purposes, some consumer rights referred to below may not apply and separate terms may be agreed.

2. Your statutory rights

Nothing in these Terms limits or excludes your statutory consumer rights. Goods supplied to consumers must be as described, of satisfactory quality and fit for purpose where that requirement applies.

If goods do not conform to the contract, you may have statutory remedies including the right to reject, repair, replacement, price reduction or refund depending on the circumstances and timing.

Any manufacturer warranty is additional to your statutory rights and does not replace your rights against Rocket Ebikes as the retailer.

3. Product information and specifications

We take reasonable care to keep product descriptions, photographs, specifications, prices and availability information accurate and up to date. Colours and appearance can vary slightly depending on screen settings.

The product information displayed when you place your order forms part of the information on which your purchase is based. If, before dispatch, we discover that a material specification or feature differs from what was displayed when you ordered, we will tell you and give you the opportunity to proceed with the revised information or cancel for a full refund.

Manufacturer names, model names, specifications and images may be supplied by the relevant manufacturer or distributor. We remain responsible for ensuring the product we supply matches the contract and applicable consumer rights.

4. E-bike road legality and responsible use

Product pages will indicate where an e-bike is intended to comply with the rules for an Electrically Assisted Pedal Cycle (EAPC) for normal public-road use in Great Britain, and where a product is intended for off-road or restricted use.

Under current Great Britain EAPC rules, an e-bike generally needs pedals capable of propelling it, a motor with a maximum continuous rated power not exceeding 250 watts, and electrical assistance that cuts off at 15.5 mph. Riders of an EAPC must be at least 14 years old.

An e-bike that does not meet the applicable EAPC rules may be treated as a motor vehicle and may require registration, tax, insurance, an appropriate driving licence, helmet and/or vehicle approval before it can be used lawfully on public roads.

De-restricting, modifying or altering a bike, motor, controller, battery or speed settings may affect its legal classification, safety, insurance and manufacturer warranty. Customers are responsible for using products lawfully and in accordance with the manufacturer instructions. This does not affect your rights if a product has been incorrectly described by Rocket Ebikes.

5. Placing an order and when a contract is formed

When you submit an order, you are offering to buy the product on these Terms. An automated order acknowledgement confirms that we have received your order, but does not necessarily mean that the order has been accepted.

A contract is formed when we confirm that the order has been accepted for fulfilment, or when we dispatch the order, whichever happens first. For Pre-Order products, acceptance may take place before dispatch once the order has been accepted for future fulfilment.

Payment may be authorised or collected at or shortly after you place the order, depending on the payment method. If we do not accept or cannot fulfil the order, any amount collected for that order will be refunded.

We may decline an order before acceptance for a reasonable reason, including unexpected unavailability, inability to deliver to the address supplied, payment or security concerns, suspected fraud, legal restrictions or an obvious pricing/product-information error. We will not charge you a higher price without your agreement.

6. Supplier availability, In Stock, Pre-Order and Sold Out

Rocket Ebikes mainly fulfils orders using manufacturer and supplier stock rather than holding every product in our own warehouse.

• In Stock means the product is currently confirmed or reasonably expected to be available for fulfilment from the relevant manufacturer, supplier or distribution partner. It does not necessarily mean Rocket Ebikes physically holds a specific quantity in its own warehouse.
• Pre-Order means the product is not available for immediate dispatch. The estimated availability or delivery timeframe will be shown on the relevant product page before purchase.
• Sold Out means the product is not currently available to order.

Supplier information can change. If an In Stock product unexpectedly becomes unavailable, or a Pre-Order timeframe changes materially, we will contact you with the available options. These may include waiting for revised availability, choosing an alternative or receiving a refund where appropriate. Your statutory rights relating to delivery and cancellation remain unaffected.

7. Prices, mandatory charges and payment

The price payable is the price shown when you place the order, subject to correction of an obvious error before acceptance. Consumer-facing prices will include any mandatory taxes or charges that are required by law to be included in the displayed price.

Any delivery charge or other unavoidable mandatory charge will be disclosed before you place the order. Optional extras will only be charged where you have chosen or agreed to them.

We accept the payment methods displayed at checkout. Some payment methods, instalment services or buy-now-pay-later options are provided by third parties and may be subject to separate provider terms and eligibility checks.

Promotions and discount codes may have separate eligibility conditions shown with the relevant offer. We may correct a genuine obvious pricing error before accepting an order, but we will never charge a higher amount than the price you agreed without first obtaining your consent.

8. Cycle to Work orders

Where an order is arranged through a Cycle to Work scheme, additional rules and administrative processes set by the employer and scheme provider may apply. This can include how payment, certificates, cancellation, refunds and ownership are handled.

The identity of the contracting purchaser can depend on the scheme structure. Nothing in these Terms excludes any statutory rights that apply to the relevant contract.

9. Delivery

For products shown as In Stock, our standard estimated delivery time is 7–14 calendar days from order confirmation, unless a different timeframe is clearly displayed on the product page.

Pre-Order products use the estimated timeframe displayed for the specific product. Full delivery terms, delivery areas, tracking and any applicable charges are set out in our Shipping & Delivery Policy.

Where Rocket Ebikes arranges the carrier, risk in the goods remains with Rocket Ebikes until the goods come into the physical possession of you, or a person identified by you to receive them. If you independently instruct a carrier that we did not offer, different statutory risk rules may apply.

Unless a different delivery period has been agreed with you, goods will normally be delivered within 30 days as required by applicable distance-selling rules.

10. Cancellation and change-of-mind returns

For most eligible goods purchased online, consumers have the right to cancel without giving a reason within 14 days of receiving the goods. After notifying us, you normally have a further 14 days to return the goods.

If you cancel an order before it has been dispatched, we will cancel it and issue a full refund. If it has already been dispatched, the applicable return process will apply.

For a non-faulty change-of-mind e-bike return, you are responsible for the direct return or collection cost where this responsibility and the estimated cost were disclosed before purchase. For UK mainland e-bike returns, the current estimated maximum direct return/collection cost is approximately £200 per bike, although the actual cost may be lower.

This is a direct return/collection cost, not a separate restocking or cancellation fee. Full details, including Fiido’s additional 30-day return arrangement, are set out in our Returns & Refunds Policy.

11. Faulty, damaged, incorrect or misdescribed goods

If a product is faulty, damaged, not as described, incorrectly supplied or otherwise does not conform to the contract, please contact Rocket Ebikes promptly.

We may reasonably ask for photographs, video or diagnostic information to help identify the issue. Providing this information can help us resolve the matter more quickly, but it does not remove or restrict your statutory rights.

Consumers may have a 30-day short-term right to reject faulty goods where the statutory requirements are met. Other remedies can include repair, replacement, price reduction or a final right to reject depending on the circumstances.

Where the law requires Rocket Ebikes to bear reasonable return costs for faulty or non-conforming goods, we will do so.

12. Manufacturer warranty and aftercare

E-bikes sold by Rocket Ebikes are supplied with the applicable manufacturer-backed warranty. Warranty periods, component coverage and commercial warranty conditions vary by manufacturer and product.

Please contact Rocket Ebikes first if you experience a warranty issue. The relevant manufacturer may ask for photographs, video, diagnostic information or other reasonable evidence before approving a replacement part, repair or other warranty solution.

Commercial manufacturer warranties may exclude matters such as normal wear and tear, accidental damage, misuse or unauthorised modifications, depending on the applicable warranty terms. Manufacturer warranty conditions do not replace your statutory rights against Rocket Ebikes.

13. Lost or damaged deliveries

Where Rocket Ebikes arranged the delivery, we remain responsible for the goods until they are delivered into the physical possession of you, or a person identified by you to receive them.

If a shipment is lost, materially misdelivered or damaged in transit, contact Rocket Ebikes. We will investigate with the manufacturer, distributor and/or courier and arrange the appropriate remedy. You will not be required to pursue the courier as a substitute for Rocket Ebikes meeting its responsibilities as retailer.

14. Promotions and Price Match Guarantee

Promotions, discount offers and our Price Match Guarantee may be subject to additional eligibility conditions displayed alongside the relevant offer.

Where a price match is requested, we may verify that the comparison is genuinely like-for-like and that the competing offer is current and available before approving the match. Any specific Price Match terms published on the website form part of that offer.

15. Reviews and customer content

We may use a third-party review provider, including Judge.me, to collect and display customer reviews. Reviews must reflect genuine experiences and must not be fake, misleading, unlawful or submitted in a way that conceals a material incentive.

We may investigate or remove content that we reasonably believe is fake, unlawful, abusive, unrelated to the product or service, or otherwise breaches an applicable review policy. We will not remove a genuine review simply because it is negative.

By submitting a review, image or other content to Rocket Ebikes or through a review tool used on our store, you grant us a non-exclusive, royalty-free right to display and use that content in connection with our website and marketing, subject to applicable privacy and data-protection law.

16. Third-party links, referrals and services

Our website may contain links or referrals to third-party services, such as insurance, servicing or other related products. Where you choose to enter into a separate transaction directly with a third-party provider, that transaction will normally be between you and that provider and subject to its own terms and privacy information.

This does not apply where Rocket Ebikes is itself the seller of the goods or services. In that case, your contract remains with Rocket Ebikes.

17. Shopify, payment providers and other technology services

Our online store is hosted using Shopify and may use other technology, payment, review, communication and analytics providers to operate the website and process transactions.

Unless expressly stated otherwise, your contract for goods purchased from Rocket Ebikes is with Rocket Ecommerce Ltd, not Shopify or another technology provider. Personal-information handling is explained in our Privacy Policy.

18. Intellectual property and permitted website use

The Rocket Ebikes name, original website text, graphics and other content owned by us may not be copied, reproduced or commercially exploited without permission. Manufacturer names, logos, images and product materials remain the property of their respective owners.

You may use the website for lawful personal shopping and information purposes. You must not knowingly interfere with the security or operation of the website, introduce malicious code, impersonate another person, misuse another person’s information, or use the website for unlawful activity.

19. Website availability and information

We aim to keep the website available and accurate but cannot guarantee uninterrupted access at all times. We may temporarily suspend or change website functionality for maintenance, security, technical or operational reasons.

This does not affect an existing order or your statutory rights relating to goods you have already purchased.

20. Our responsibility to consumers

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

Nothing in these Terms excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights relating to ownership of goods, or consumer rights that cannot legally be excluded.

If you are purchasing as a consumer, we are not responsible for losses that are purely business losses, such as loss of profit, loss of business or business interruption, arising from use of a product for commercial purposes.

21. Events outside our reasonable control

We are not responsible for a delay caused solely by an event genuinely outside our reasonable control where we have taken reasonable steps to minimise its effect. If such an event materially affects your order, we will keep you informed where reasonably practicable.

This section does not remove any statutory right you may have to cancel or obtain another remedy because goods have not been delivered within an agreed or legally required timeframe.

22. Complaints and dispute resolution

If you have a complaint about an order or our service, please contact us at sales@rocketebikes.co.uk or 0333 090 1012. We will aim to investigate and respond reasonably and fairly.

If we are required by law, a scheme or contract to participate in an alternative dispute resolution (ADR) arrangement relevant to your complaint, we will provide the applicable information when communicating the outcome of the complaint. You may also seek independent consumer advice from the Citizens Advice Consumer Service.

Nothing in our complaints process affects your statutory rights or your right to use the courts where applicable.

23. Changes to these Terms

We may update these Terms from time to time to reflect changes in law, our business or the way the website operates. The Terms applying to a purchase will normally be those in force when the relevant contract was made.

A later change to these Terms will not retrospectively reduce rights or materially alter obligations already agreed under an existing order unless you expressly agree to the change or the law requires it.

24. Governing law and courts

These Terms and consumer contracts made through Rocket Ebikes are governed by the laws of England and Wales.

If you live elsewhere in the United Kingdom, you retain the benefit of any mandatory consumer protections that apply to you and may be entitled to bring proceedings in the courts of the part of the UK where you live. Nothing in this section limits rights that cannot legally be restricted.

25. Contact details