Refund policy
30-Day Hassle-Free Returns
We want you to love your ride. If you're not completely satisfied, you have 30 days from the date of delivery to request a return.
To begin your return:
- Contact our customer support team at support@burchdaebike.co.uk
- All returns must be approved in advance—packages sent without authorization will not be accepted
If your return is approved, we’ll send you a return label and step-by-step shipping instructions.
Note: If you choose to arrange the return shipment yourself, Burchda UK will not be responsible for lost or damaged items.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
ORDER CANCELLATION POLICY
Please note the following regarding order cancellations:
-
Cancellation Window: Customers may cancel their orders within 2 calendar days from the time the order is placed.
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Order Processing Time: Our team typically processes and ships orders within 3 business days after the order is placed.
-
Eligibility for Cancellation:
If a customer submits a cancellation request before the order has been shipped and within the allowed cancellation period as defined above, the cancellation will be approved and the order will be fully refunded.
Return Address
Return Center Address: 6 WATT ROAD, SALISBURY, WI SP27UD , UNITED KINGDOM
Items Not Eligible for Return
- Items purchased from unauthorized resellers
- Products damaged due to misuse or accidents
- Custom or special orders
- Clearance items, gift cards, or promotional giveaways
- Items showing signs of wear, dirt, scratches, or odors
Return & Refund Process
- Contact Us First: Let us know why you’d like to return your product. If there's an issue, please include photos or a short video for quick assessment.
- Wait for Approval: Our team will respond within 1–2 business days. Once approved, you’ll receive a prepaid return shipping label (if applicable).
- Ship It Back: Carefully repackage the item in its original box, including all accessories (charger, keys, manuals, etc.).
- Inspection & Refund: Once we receive your return and confirm it’s in good condition, we’ll issue a refund within 3–5 business days.
Return Shipping Fees (Non-Quality Issues)
| Product Type | Return Fee (per unit) |
|---|---|
| E-Bikes | £300 |
| Batteries | £30 |
| Phone Holders, Locks, Mirrors | £15 |
| Racks, Baskets, Saddlebags | £20 |
Exchanges
We allow model or colour exchanges under these conditions:
- Product is unused, in original packaging, and less than 10 miles on the odometer
- No signs of wear, scratches, or alterations
| Exchange Type | Fee |
|---|---|
| Within 30 days – Same model, new colour | £200 |
| Within 30 days – Different model | £200 + price difference |
| Over 30 days | Not available |
Refund Policy
| Reason | Solution |
|---|---|
| Product defects | Free return or replacement (within 30 days) |
| Wrong item received | Free exchange or full refund |
| Missing or damaged accessories | Free reshipment or partial refund |
| Package lost or undelivered | Free reshipment or full refund |
| Order canceled before shipment | 5% processing fee deducted from refund |
| Order canceled after shipment | £200 shipping charge per bike |
| Refused delivery | £200 fee or £200 for redelivery |
| Change of delivery address | £20 per item |
| Price difference refund request | Within 7 days: refund Over 7 days: not available, may offer free gift |
| Non-quality related return | Only within 30 days; product must be unused, clean, undamaged, and in original packaging with all included accessories |
When Will I Get My Refund?
Once we receive and inspect your return, we’ll notify you about the approval status. If approved, you’ll be refunded to your original payment method within 10 business days.
If it has been more than 15 business days since approval, please contact us at support@burchdaebike.co.uk