Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@rocketebikes.co.uk. Please note that returns will need to be sent to an address determined by Rocket Ebikes.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@rocketebikes.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Shipping and Handling fee for non-quality issue return:
E-bikes ￡200/pc for a return.
Battery ￡100/pc for a return (Note: We only accept the return of unused batteries.)
| Refund Terms | Quality issues | Accept full refund & partial refund with permission from the manufacturer |
| Receive wrong goods | FREE to exchange or full refund | |
| Damaged or missing accessories | Free to send accessories or accept a partial refund | |
| The package cannot be delivered or missing | Accept free resend or full refund | |
| The customer cancels the order before the package is shipped | 5% of the total amount will be deducted as a processing fee | |
| The customer cancels the order after the package is shipped | Customers need to pay ￡200 shipping charge per bike(Deduct ￡200/item when making refund) | |
| About refund difference price |
1. Partial refund of the difference price within 7 days 2. Not acceptable over 7 days |
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| Change delivery address | Address can’t be changed after the bike shipped out | |
| Customers refuse to accept the package | ￡200 shipping charge per item or the customer needs to pay an extra ￡200 for resend | |
| Quality Issues Refund |
1. Within 30 days: Free return or exchange for defective products. Shipping fee ￡100 can not be refunded. 2. Over 30 days: Return is not acceptable; Accept repair with Engwe guidance Must take a video or picture to show the issue of the bike before getting repaired. |
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| Non-quality Issues Refund |
Only refund within 30 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. We will deduct the shipping fee of ￡200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. Rocket Ebikes doesn’t undertake the package box fee. |
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| Quality Issues Reimbursement |
If you believe your item is defective and was purchased within 1 year, please contact the manufacturer or us at sales@rocketebikes.co.uk, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. The manufacturers support team could provide you with technical solutions. If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness. Please note that to be eligible for the reimbursement, i) a valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii) the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii) We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. The manufacturer reserves the right to determine between defective products and normal wear and tear. |
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days for a refund under distance selling regulations. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@rocketebikes.co.uk.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@rocketebikes.co.uk. Please email us for any returns that are required.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@rocketebikes.co.uk.