Please read the following carefully for our Returns and Refunds Policy for all electric bikes sold on www.keteles.co.uk. (Note: Please keep the original box in case you need it for a future return)

Important
Please keep the original box and packaging materials for at least 15 days after delivery, without damaging the original box, for the purpose of returning the item. If you request a return, you will be required to pay a fee of up to £180 to send new packaging materials.

Please note that the estimated range of one of our electric bikes on a single charge is only an estimate and not a guarantee. The range we advertise is tested on a flat road at 22°C. There are many factors that affect the actual range of an electric bike battery. These include battery age, temperature, support level, speed, payload and terrain. Under the right conditions, less than the expected minimum range or greater than the expected maximum range may be achieved.
Return Policy
1) Electric Bike Orders
No returns are possible 15 days after the delivery date.
To return an electric bike that is not defective or damaged, you must contact KETELES within 15 days of receiving the electric bike. The e-bike must have less than (5 km) on the odometer. It must be free of wear, dirt, dust, scent or other signs of use and must be in the same packaging and condition as you received it.
All warranty issues must be resolved prior to return.
The customer is responsible for return and original delivery charges;
E-bikes duly registered in the buyer's name are not returnable;
2) Cancellation/Backorders
Our backorder procedure applies to e-bikes that are in stock but temporarily out of stock. All pre-orders and backorders will be charged immediately to your credit/debit card. There will be no delay in receiving payment regardless of when it is expected to be shipped.
IMPORTANT: A handling fee of ten percent (10%) or a minimum of £50 will be charged for purchased products that have not been shipped.
3) Accessories/Spares/Parts Orders
Any accessories purchased under the Limited Warranty or replacement parts received may be returned within thirty (30) days of receipt.
Any returned accessories or replacement parts must be unused, free of wear, dirt, dust, scent or other signs of use and must be sealed and unopened in the same packaging and condition as you received them.
A 25% restocking fee will be charged (which will be deducted from the refund);

The customer is responsible for round-trip shipping costs (original shipping costs will be deducted from the refund);

4) Used Items
No returns are allowed except in cases of severe damage/malfunction confirmed by KETELES.

5) Non-returnable Items
All additionally purchased spare parts
Batteries
Special Orders
Sale Items
Gift Cards
Gift Orders

6) Refunds
For all items returned using a discount code, the full value of the discount code will be deducted from the refund amount, regardless of whether you are returning one or multiple e-bikes.

Refunds will be made after the e-bikes are received and inspected.

Important reminder: If the customer cancels the order after payment, the customer will be required to pay a platform fee of 2% of the order amount.

7) Damaged Items

If the product arrives damaged, please send pictures or videos to customer service immediately (reporting damaged products more than 3 days after delivery may increase the carrier's rejection rate). Once KETELES confirms the damage, we will only accept returns and refund in full according to the return procedures below.

Your sole remedy is either (a) that we refund the cost of the damaged product to your credit card, account or PayPal account (if your credit card, account or PayPal account already covers the cost of the product) or (b) that we do not charge your credit card or PayPal account for the damaged product.

Return Procedure

All returns must be made within 15 days of the product delivery date.

1) Customers must obtain a return authorization from KETELES before sending a return. If a customer returns an item without KETELES' written consent, no refund will be given and the customer must pay for the shipping costs of the returned or sacrificial goods.

2) If we approve your return, please contact our Customer Service for the appropriate return address.

3) The buyer assumes full responsibility for returns, including possible shipping damage and loss of goods.

Please send us pictures and documentation of the condition of the e-bike and packaging before returning.

We recommend that any returns be adequately insured to protect against loss or damage.

If you are shipping an item with a value of more than £100, you should consider a trackable shipping provider. We cannot guarantee that we will receive your return within the time confirmed by the carrier.

4) If you would like a refund, please read our payment terms and conditions.

NOTE: Some refunds may take longer to process than others. If you have not received your refund please contact us at sales@keteles.co.uk