THE QUICK ANSWER

BOUGHT ONLINE OR BY TELEPHONE: Consumers will usually have 14 days after taking possession of eligible goods to tell us they wish to cancel, followed by a further 14 days to return them.

BOUGHT ENTIRELY IN THE SHOWROOM: There is no automatic change-of-mind right for a non-faulty motorcycle. MotoEbikes offers a 14-day goodwill return on eligible unused accessories, parts and clothing.

FAULTY, NOT AS DESCRIBED OR UNFIT FOR PURPOSE: Your statutory rights apply regardless of where or how you bought the product. Contact us promptly and do not continue riding a motorcycle that may be unsafe.

IMPORTANT: This policy applies to consumers purchasing mainly for personal use. It does not reduce any rights you have under consumer law. Separate contractual terms may apply to purchases made wholly or mainly for business purposes.

ON THIS PAGE

01

WHAT THIS POLICY COVERS

This policy covers new, used and ex-demonstration motorcycles, parts, accessories, helmets and protective clothing, gift cards, reservations, special orders and workshop services supplied by MotoEbikes Ltd.

Different rules apply depending on whether the contract was made at a distance, away from our premises or entirely in our Guildford showroom; whether the product is faulty; whether it was personalised; and whether work or registration has already begun.

02

BEFORE RETURNING ANYTHING

Contact MotoEbikes before sending or transporting anything back. This is particularly important for motorcycles, lithium-ion batteries and fitted components, which require safe and suitable transport.

Please provide:

• your name and contact details;
• your order, invoice or registration reference;
• the product or motorcycle concerned;
• the reason for the return or cancellation;
• the date you received or collected it; and
• photographs or video where the product is damaged or faulty.

Do not ride, charge, dismantle or attempt to repair a motorcycle or battery that may be unsafe. Contact our workshop team for guidance.

03

ONLINE, TELEPHONE AND OTHER DISTANCE PURCHASES

Where a consumer sales contract is concluded online, by telephone or through another distance-selling method, you will normally have 14 days after the day you, or a person nominated by you, takes physical possession of the goods to tell us that you are cancelling. You do not need to give a reason.

You must then return the goods, or make them available where we have agreed to collect them, without undue delay and no later than 14 days after telling us that you are cancelling.

The cancellation right does not apply in every situation. Exceptions can include goods made to your specifications or clearly personalised, and services that have been fully performed after you expressly requested early performance and acknowledged that the cancellation right would be lost on completion.

A motorcycle collected from our showroom may still be a distance purchase if the binding contract was concluded entirely online or by telephone before collection. Merely discussing a product online does not necessarily make a later showroom contract a distance contract.

04

RETURN TRANSPORT COSTS

For a non-faulty distance-sale cancellation, you are responsible for the direct cost of returning the goods unless MotoEbikes agreed otherwise before the sale.

These charges apply only where you choose or need MotoEbikes to arrange collection of a non-faulty motorcycle. You may propose your own suitable, insured motorcycle transporter, subject to safe handling and an agreed return appointment.

For parts, accessories and clothing, you are responsible for arranging suitable return postage for a non-faulty distance cancellation. We recommend a tracked and insured service.

Where goods are faulty, misdescribed, incorrectly supplied or otherwise do not conform to the contract, MotoEbikes will bear reasonable return or collection costs where required by law.

05

CONDITION, HANDLING AND LOSS OF VALUE

You may inspect goods in the way you reasonably could in a showroom. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, MotoEbikes may make an evidenced deduction for the resulting reduction in value.

For a motorcycle, loss in value may arise from:

• mileage, road use or off-road use beyond reasonable inspection;
• registration, administrative or resale consequences that genuinely reduce its value;
• damage, contamination, abnormal wear or poor storage;
• missing keys, chargers, manuals, documents, tools, parts or accessories;
• unauthorised modifications, de-restriction, tuning or software changes;
• fitted or removed accessories; or
• returning the motorcycle in a materially different condition from that supplied.

We do not impose an automatic restocking fee where you exercise a statutory cancellation right. Any deduction will reflect a genuine and supportable loss in value. Opening packaging solely to inspect an item will not, by itself, justify a deduction.

06

PURCHASES MADE ENTIRELY IN THE SHOWROOM

There is no automatic legal right to return a non-faulty product merely because you have changed your mind where the purchase contract was completed entirely in our showroom.

As a goodwill policy, MotoEbikes will accept eligible unused accessories, parts, helmets and protective clothing returned within 14 days of purchase with proof of purchase, in their original condition, complete with packaging, labels, instructions and all supplied components.

The goodwill policy does not apply to:

• motorcycles;
• used, worn, fitted, installed, activated or damaged products;
• opened products where return would create a genuine hygiene or safety concern;
• special-order or personalised products;
• personalised registrations;
• gift cards;
• consumables or products with broken security seals; or
• workshop services already supplied.

These goodwill exclusions do not affect your rights where goods or services are faulty, misdescribed or otherwise fail to meet legal requirements.

07

£250 MOTORCYCLE RESERVATIONS AND DEPOSITS

A £250 reservation payment places a temporary hold on a motorcycle. The reservation payment alone does not form the final motorcycle sales contract. The full contract is completed later through the applicable sales documentation and order process.

If you withdraw before the full sales contract is formed, the reservation payment will normally be refunded to the original payment method. Where you expressly authorised MotoEbikes to incur a specific, non-recoverable cost for you before cancellation, we may deduct no more than the genuine direct loss, explain the calculation and return the balance.

Once a full sales contract has been formed, your rights depend on how that contract was made, whether a statutory cancellation right applies and whether MotoEbikes has incurred fair and unavoidable costs.

08

SPECIAL ORDERS AND PERSONALISED REGISTRATIONS

A standard motorcycle, colour or manufacturer option ordered from the normal product range is not automatically a personalised product. Where a statutory distance-selling cancellation right applies, it will not be removed simply because MotoEbikes ordered the standard item for you.

Where no statutory change-of-mind right applies and you cancel a standard special order, MotoEbikes may retain only reasonable, evidenced and unavoidable losses directly caused by cancellation. We will take reasonable steps to reduce those losses, including attempting to reallocate or resell the product, and will return the remaining balance.

A personalised registration acquired, transferred, assigned or processed specifically at your request may be excluded from cancellation or may involve an irrecoverable cost once work has begun. We will explain this before placing the personalised registration order. Any restriction applies only to the personalised element and only to the extent permitted by law.

Nothing in this section limits your rights where an item is faulty, misdescribed or not supplied as agreed.

09

FAULTY, UNSATISFACTORY OR MISDESCRIBED GOODS

Goods supplied to consumers must be of satisfactory quality, fit for their intended purpose and as described. Your statutory rights are separate from, and additional to, any manufacturer warranty.

Where goods do not conform to the contract:

• you may have a short-term right to reject them within 30 days of ownership and receive a refund;
• after the short-term period, you will normally have the right to require a repair or replacement in the first instance; and
• if repair or replacement is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience, you may have a right to a price reduction or final rejection.

We may inspect or arrange a diagnostic assessment to understand the reported fault. This does not remove your statutory rights. Remedies depend on the facts, the product, its age and condition, the nature of the fault and the applicable law.

Statutory remedies do not cover fair wear and tear, accidental damage, misuse, neglect, unauthorised modification, use contrary to instructions or a fault caused by work performed by someone else. If we believe one of these applies, we will explain the evidence and any proposed charge before carrying out chargeable work.

10

USED AND EX-DEMONSTRATION MOTORCYCLES

Consumer rights also apply to used and ex-demonstration motorcycles. What counts as satisfactory quality is assessed in light of the motorcycle’s age, mileage, price, description, disclosed condition and other relevant circumstances.

A fault or characteristic clearly disclosed before purchase, or something a reasonable inspection should have revealed where you examined the motorcycle, may not amount to a breach in relation to that specific issue. Undisclosed faults and inaccurate descriptions remain covered by your statutory rights.

11

WORKSHOP, REPAIR AND SERVICING CONTRACTS

Workshop services must be carried out with reasonable care and skill and in accordance with the information agreed with you.

If a workshop service was not performed with reasonable care and skill, you may be entitled to repeat performance at no extra cost. Where repeat performance is impossible, cannot be completed within a reasonable time or would cause significant inconvenience, you may be entitled to an appropriate price reduction.

If you book and conclude a workshop service contract online or by telephone, a 14-day cancellation period may apply from the day after the contract is made. Where you expressly ask us to begin during that period and then cancel after work has started, you may have to pay a proportionate amount for work properly completed up to cancellation. The right to cancel may end once the service has been fully performed following your express request and acknowledgment.

Diagnostic work, ordered parts and other costs authorised before cancellation will be handled in accordance with your statutory rights and the terms explained when the work is approved. See our workshop and servicing page.

12

EXCHANGES

Eligible products may be exchanged where suitable stock is available. Any price difference must be paid or refunded as appropriate.

If the requested replacement is unavailable, we will discuss another suitable product, store credit where you choose it, or a refund where you are entitled to one. An exchange does not remove your statutory rights.

13

HOW AND WHEN REFUNDS ARE MADE

For an eligible distance-sale cancellation, we will refund payments received for the cancelled goods, including the cost of our least expensive standard outbound delivery option where required. Any additional amount paid for premium or enhanced delivery is not refundable unless the service was not provided as agreed.

We may withhold a refund until we receive the goods back or you provide evidence that they have been returned, whichever occurs first. We will then process the refund without undue delay and normally within 14 days.

Refunds are made to the original payment method unless you expressly agree to another method. Bank and payment-provider processing times are outside MotoEbikes’ direct control after the refund has been issued.

Where only part of an order is cancelled, delivery refunds and any deductions will be calculated fairly according to the circumstances and legal requirements.

14

PURCHASES MADE USING FINANCE

If your purchase involves finance, contact MotoEbikes and the lender promptly before returning the motorcycle or stopping payments. The motorcycle sales contract and credit agreement are connected but may have separate cancellation and termination rules.

Where a motorcycle sale is lawfully cancelled or rejected, we will work with you and the lender to apply the refund or unwind the transaction as required. Do not assume that cancelling a finance application or credit agreement automatically cancels a motorcycle order, or that cancelling the motorcycle order automatically ends every finance obligation.

See our finance information or contact us for the lender details relevant to your agreement.

15

PART-EXCHANGE MOTORCYCLES

Where a purchase includes a part-exchange, we will explain how the part-exchange is treated if the new motorcycle contract is cancelled, rejected or otherwise unwound.

If the part-exchange motorcycle is still held by MotoEbikes and must be returned as part of a lawful cancellation or rejection, we will arrange its return subject to any lender interest or legal restriction. If it has already been sold, transferred or used to settle finance, we will account for the agreed part-exchange value or provide the remedy required by law and the contract.

You remain responsible for providing accurate information about ownership, outstanding finance, condition, mileage, history and any material fault affecting the part-exchange motorcycle.

16

DELIVERY DAMAGE, MISSING ITEMS AND INCORRECT GOODS

Inspect the motorcycle or product as soon as reasonably possible and tell us promptly about visible damage, missing items or an incorrect delivery. Photographs or video can help us resolve the issue quickly.

Signing a delivery note, collecting a motorcycle or leaving our premises does not remove your statutory rights and does not mean that you accept a hidden fault that could not reasonably have been identified at the time.

Keep the packaging and supplied components until we have advised you what to do. Do not use a damaged motorcycle, battery, charger, helmet or safety product where doing so may create a risk.

17

HOW TO CANCEL A DISTANCE CONTRACT

You may cancel by any clear statement. The simplest method is to email [email protected] with the subject line CANCELLATION NOTICE.

State that you are cancelling and include:

• your full name;
• your address, email and telephone number;
• the order or invoice number;
• the motorcycle, goods or service being cancelled;
• the order date and date received, where applicable; and
• the date you are sending the cancellation notice.

You may also cancel by telephone on 01483 570253 or by post to MotoEbikes Ltd, Unit H, Perram Works, Merrow Lane, Guildford, Surrey GU4 7BN. Keep evidence showing when your notice was sent.

18

QUESTIONS, RETURNS AND COMPLAINTS

Email: [email protected]
Telephone: 01483 570253
Address: MotoEbikes Ltd, Unit H, Perram Works, Merrow Lane, Guildford, Surrey GU4 7BN

If you are dissatisfied with how a return, cancellation or refund has been handled, please use our Complaints Procedure.

COMPANY INFORMATION

MotoEbikes Ltd

Company number: 12907454

Registered office: Unit H, Perram Works, Merrow Lane, Guildford, Surrey GU4 7BN

MotoEbikes Ltd is an Appointed Representative of The Compliance Guys Ltd, which is authorised and regulated by the Financial Conduct Authority.

MotoEbikes Ltd FRN: 993791

The Compliance Guys Ltd FRN: 941360

MotoEbikes Ltd acts as a credit broker, not a lender.

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