Return Policy

To return any item please contact us first by emailing us at info@multitracksebike.co.uk. We will issue you with a Returns Form that will enable us to process your return quickly and efficiently. You must always obtain a Returns Form before sending anything back to us or we will not be able to process your return. Any goods returned must be accompanied by a Completed Returns Form.

If you are returning an item because you are canceling an order, you must return it to us unused (unfitted where applicable) and in perfect original condition (including all contents and packaging) within 14 working days of receipt for a refund. You are responsible for the return, all charges for return shipping, and the care of the goods. You are fully responsible for ensuring that the goods are returned in a perfect, re-saleable condition. If any damage or loss occurs at any stage you will become liable for the full cost of the goods. We will not accept responsibility for any items lost or damaged in transit. It is your responsibility to arrange any insurance coverage required for the full cost of the goods. We reserve the right to make a minimum 15% restocking charge for any goods which are not returned in perfect, re-saleable condition or to refuse to accept such goods.

Remedy in case of receiving the wrong goods

If you are returning an item because we have sent you the wrong goods (i.e. not the goods you ordered) we will be happy to correct our mistake provided that you return it to us within 14 working days of receipt, that the goods are unused (unfitted where applicable) and in original condition (including all contents and packaging). We reserve the right to ask you to arrange the return and meet the cost of the return. We will refund your return delivery costs on receipt of the goods provided you use  any courier service which is reliable knowing that the courier service should be reliable as if any damage occurs it will be compensated from your side. Alternatively, we may choose to instruct our own courier to collect the goods and return them to us. You are fully responsible for ensuring that the goods are returned in a perfect, re-saleable condition. If any damage or loss occurs at this stage you will become liable for the full cost of the goods. We will not accept responsibility for any items lost or damaged in transit. We reserve the right to make a 15% restocking charge for any goods which are not returned in perfect, re-saleable condition or to refuse to accept such goods.

Note: If we find any returned item not to be faulty we will not refund any return delivery costs you have incurred or we will charge you for the cost of the return if our own courier collected the goods from you, we will also charge you for the cost of delivering the item back to you. You must meet these charges before we will dispatch the goods back to you.

Returning a faulty item within 7 days of receipt

If you are returning a faulty item within 7 working days of receipt we will process a prompt replacement, exchange, or refund. We reserve the right to ask you to arrange the return and meet the cost of the return. We will refund your return delivery costs provided you use either Proovia Courier or another as instructed by us. Alternatively, we may choose to instruct our own courier to collect the goods and return them to us.

All faulty goods returned to us must be clean and suitably packaged and protected (we recommend that you do not dispose of the original packaging until you are fully satisfied) so that they arrive in good condition. You are fully responsible for the return and the care of the goods. If any damage or loss occurs at this stage you may become liable for the full cost of the goods. We will not accept responsibility for any items lost or damaged in transit.

Delivery

Unless you have chosen a premium guaranteed delivery service, the period stated within which you will receive your order is approximate. Goods will be sent to the address given by you in your order and stated in the Order Confirmation. Please note that your goods may be sent to you in installments. You may cancel your entire order with us if subsequent installments forming part of your order are not delivered by us. Please note that our courier’s own terms state up to 48hours for next working day delivery. Charges for premium guaranteed delivery services are per consignment to the same address as part of the same order.

Free delivery above £2500 all over UK

Free delivery within 20miles of there warehouse

£100 flat dc charges outside 20 miles

All deliveries must be signed for. After repeated failed delivery attempts our couriers may request that you collect the goods from their depot or distribution center; you are responsible for the collection, all charges for collection, and the care of the goods. Goods not collected by you will be returned to us and we will treat the order as canceled. Small items under 5kg will be sent by Royal Mail and may not need to be signed for if they can be posted or left in a safe place.

Breach of Contract

Multitracks E-Bike will not be liable to the Buyer or believed to be in breach of contract because of any delay or non-performance directly or indirectly due to any cause beyond our reasonable control including but not limited to lack of adequate instructions from the Buyer, Governmental regulations or requirements, Acts of God, unavailability of materials, work stoppages, strikes, slowdowns, boycotts or other industrial action and in such case may wholly or partially suspend shipment of Goods.

Risk of Damage

The risk of damage until the goods are no delivered to the buyer, will remain on us until the delivery is not accomplished, once the goods are received by the buyer, the delivery will be said as accomplished as the risk of damage will pass to the buyer.

Ownership

Ownership of the Goods may not pass from Multitracks E-Bike to the Buyer until the Buyer has made a payment in full thereof, and any other monies owing to the Seller. If payment is not made in accordance with these Terms & Conditions of Sale, we have the right without prejudice to the obligation of the Buyer to purchase the Goods, and to any other remedy that may be available to us, to retake possession of Goods not fully paid for. 

Cancellation of order

The Seller complies fully with the Distance Selling Regulations which are designed to protect you when buying items via the Internet, Mail Order, and Telephone. This gives you the right to cancel an order for any reason within 7 working days of receipt. You may exercise your right by returning the goods to us within this cancellation period for a refund provided they are unused (unfitted where applicable) and in original perfect condition (including all contents and packaging). Products requiring assembly (e.g. electric bikes) must not have been assembled and all original protective packaging must not have been tampered with. All returns must follow our simple returns process to ensure that we efficiently process your return.

We are unable to accept returns of helmets, clothing, or headwear for hygiene reasons unless they have a manufacturing fault or we have sent them to you by mistake. 

If you wish to cancel an order please email us immediately at info@multitracksebike.co.uk 

Warranty Policy

The company will provide refunds for Products purchased through our Website solely in accordance with our Return and Warranty Policy. To the maximum extent permitted by applicable law, the Service and Products are provided without warranties of any kind, whether express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This warranty does not include misuse of the battery such as not following the manufacturer’s guidelines for charging, discharging, and storage. The warranty can only be claimed against the manufacturer’s defects. Warranty periods do vary across our range with some major components (e.g. bike frames) guaranteed for up to 12 months. This warranty does not include general wear and tear or faults caused by incorrect assembly, misuse, neglect, accident, incorrect operation, unauthorized modification, tuning, or sub-standard repair. This includes extensive rain damage and other weather damage. No advice or information, whether oral or written, obtained by you from Company or through the Service or in connection with the Products will create any warranty not expressly stated herein. The warranty may be invalidated if the product is not kept indoors or undercover. 

If for any reason you are unhappy with your purchase, e.g. the item you have ordered is faulty on arrival, becomes defective or you have had a change of heart, then you must return it to us unused and in its original condition within 7 working days of receipt for a prompt replacement, exchange or refund. After the initial 14 working day period, we reserve the right to send you either replacement parts (which we expect you to fit) or we may ask you to return the product to us or to our agents for either replacement or repair.

In all instances, the Seller shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights.

After the warranty period, we recommend that a qualified repairer performs repairs and fitting of replacement parts. In most cases, your local repair facility will be able to advise you of their costs for performing this work or if you prefer to arrange a back-to-base repair you may email us at info@multitracksebike.co.uk for an estimate. It is mandatory that all returns must follow our simple returns process to ensure that we efficiently process your return.

1. SHIPPING & DELIVERY POLICY

We provide FREE Standard delivery to any address within 20 miles of our warehouse. However, do note that we do not deliver to PO Boxes, military and restricted areas.

On the front, we deliver to almost every city in the UK where our logistics partners have affiliates, and whilst we strive to keep our rates affordable, our focus is on getting the items to you quickly, promptly, and safely. For a list of countries that we deliver to and our charges, you may select your item and proceed to the check out page as charges are based on weight & volume. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration.

2. ORDER STATUS & TRACKING

All orders placed from Monday to Friday (excluding public holidays) will be processed and shipped within 2 working days upon confirmation of payment, from our warehouse. This could vary with circumstances such as online security checks, shipping restrictions, payment authorization, and packing and dispatching of orders. An email confirmation will be sent for all orders once received.