Zap Velo | Shipping & Returns

SHIPPING & DELIVERY

Where we ship
We currently ship within the UK. Enjoy free UK shipping on most products.

Processing time

Orders are typically processed within 1–2 business days (Mon–Fri, excluding bank holidays).
If your order contains both an e‑bike and accessories, items may ship separately.

Estimated delivery times (once dispatched)

UK Mainland (England, Wales, Lowlands Scotland)
- E‑bikes: ~ 3–7 business days
- Accessories & small items: ~ 2–5 business days
Remote areas (Highlands, Islands, Northern Ireland): please allow an extra 1–3 business days.

Delivery windows are estimates. Weather, courier capacity or peak seasons can add a little time.

Tracking & delivery

You’ll receive a tracking link by email/SMS when your order ships.
Couriers may require a signature upon delivery. Failed deliveries may be re‑routed to a pickup point or rescheduled.

Pre‑orders / out‑of‑stock
If an item is marked as pre‑order, we’ll display an estimated dispatch window on the product page and confirm by email.

RETURN

Your 14‑day right to cancel (distance‑selling “cooling‑off” period)

You can cancel your order within 14 days from the day you receive the goods—no reason needed. To exercise this right, please let us know within that period (email is fine).
After you’ve told us, you then have another 14 days to send the goods back.
Refund timing & what we refund: we’ll refund within 14 days of receiving the goods back or receiving proof you’ve sent them—whichever is earlier. If you paid for delivery, we refund the standard outbound delivery cost (any premium/expedited upgrade is not refundable).
Return shipping costs: unless the item is faulty or we agreed otherwise, you pay the return postage. (If we didn’t inform you of this upfront, we would have to cover it—but we are informing you here.)
Condition of returned goods: you may handle the goods to check their nature, characteristics and functioning (as you would in a shop). If they are used beyond that, we may deduct any diminished value from your refund under consumer law.

How to start a cancellation/return

Email info@zapvelo.com with your order number, item(s) and reason (optional).
We’ll reply with return instructions and the correct return address/RMA.
Pack securely and use a tracked service; keep your postage receipt.

Current warehouse return address: Unit 50, Raymouth Road, SE16 2DB (please contact us before sending to ensure the address hasn’t changed).

Items that can’t be returned (or have special conditions)

Safety & hygiene products: helmets and similar protective gear can only be returned if the factory seal is unbroken and all tags/packaging are intact. (For opened items in this category, the legal hygiene exemption may apply.)
Apparel (if offered): must be unworn, with tags attached and in original packaging.
Custom‑ordered or personalised items (if any): not eligible unless faulty.

Sale & promotional items
Sale items are still eligible for your statutory 14‑day cancellation rights. Outside that legal window, our goodwill returns may exclude sale items.

Refund method
Approved refunds are issued to your original payment method. Your bank or card issuer may take a few days to post the credit.

IN-STORE PURCHASES

Statutory rights

Your consumer rights remain protected under the Consumer Rights Act 2015.
If a product is faulty, mis-described, or unfit for purpose, you are entitled to a repair, replacement, or refund.

Product inspection and acceptance at hand-over

Customers are encouraged to carefully inspect the goods before completing payment.
Once the product has been inspected, accepted, and collected, it confirms that the goods were in satisfactory condition at the time of hand-over.
If a fault appears later, we may ask for reasonable evidence that the issue existed at the time of sale (e.g. a manufacturing defect).
We are not responsible for damage or issues caused after delivery or collection, such as improper assembly, storage, use, or transport.

This clause does not affect your statutory rights.

Change-of-mind returns (goodwill policy)

There is no automatic right to return in-store purchases simply because you changed your mind.
However, as a gesture of goodwill:

We may offer an exchange or store credit within 14 days of purchase, provided the item is unused, in its original packaging, and accompanied by a receipt.
Sale, clearance, or hygiene-sensitive items (e.g. helmets) are excluded unless faulty.
All goodwill returns are subject to staff approval at the time of request.

SHIPPING & RETURNS