Returns & Refunds

At Zap Velo, we want you to feel confident when choosing your e-bike or accessories. If you need to return an order, we’re here to make the process as straightforward as possible.

This policy explains your cancellation rights, change-of-mind returns, faulty or damaged products, and how refunds are processed.

Your statutory rights under UK consumer law are not affected by this policy.

1. Your 14-Day Right to Cancel

If you are a consumer purchasing online or through another distance-selling method, you have a legal right to cancel your order within 14 calendar days from the day after you receive your goods, without giving a reason.

To exercise your right to cancel, you must notify us within this 14-day period.

After notifying us, you normally have a further 14 days to return the goods to us.

To start a cancellation or return, please contact us at:

Email: info@zapvelo.com

Please include your order number and the item(s) you wish to return.

2. Change-of-Mind Returns

If you change your mind about your purchase, you may return the product within the applicable 14-day cancellation period.

You may handle the product as reasonably necessary to assess its nature, characteristics and functionality, in a similar way to how you would be able to inspect it in a shop.

However, if the product has been used or handled beyond what is reasonably necessary for inspection, we may make a deduction from your refund to reflect any resulting loss in value, where permitted by law.

E-Bikes

Because e-bikes are larger, higher-value products, we ask that you take particular care when inspecting and preparing an e-bike for return.

If you wish to return an e-bike because you have changed your mind:

Please contact us before arranging the return.
Do not disassemble, modify or attempt to repair the e-bike unless instructed by our technical team.
Please return the e-bike with its charger, keys, battery and any accessories supplied with the product.
Please use the original packaging where reasonably possible and ensure the e-bike is securely packaged for transportation.
An e-bike that has been ridden or used beyond what is reasonably necessary to assess its functionality may be subject to a deduction for diminished value, where permitted by law.

This does not affect your statutory rights where an e-bike is faulty, not as described or otherwise does not conform to the contract.

3. Faulty, Damaged or Misdescribed Products

Your statutory rights are separate from our change-of-mind return policy.

If your product is:

faulty;
damaged when delivered;
not as described;
not fit for its intended purpose; or
otherwise does not conform to your legal rights,

please contact us as soon as possible.

Depending on the circumstances and your legal rights, we may arrange a repair, replacement, price reduction or refund.

Under the Consumer Rights Act 2015, consumers may have a short-term right to reject faulty goods within 30 days. After this period, repair or replacement may be available, subject to the circumstances and applicable legal rights.

For faulty or damaged e-bikes, we may ask you to provide photographs or video of the issue so that our team can assess the problem and determine the most appropriate next step.

Please do not send a faulty or damaged e-bike back to us without contacting us first.

Where a return is required because the product is faulty or does not conform to your statutory rights, we will provide appropriate return instructions and cover necessary return costs as required by law.

4. Products Damaged During Delivery

Please inspect your order when it arrives.

If your e-bike or another product appears to have been damaged during delivery, please contact us as soon as possible with:

Your order number
A description of the damage
Clear photographs of the product
Photographs of the packaging, including any visible damage
Video evidence where appropriate

Please keep the original packaging until we have advised you on the next steps.

Do not attempt to repair or modify a product that has arrived damaged unless instructed by our team.

5. How to Start a Return

Please contact us before sending anything back.

Step 1 — Contact us

Email info@zapvelo.com with:

Your order number
Your name
The item(s) you wish to return
The reason for the return, if applicable
Photos or videos if the product is damaged or faulty

Step 2 — Receive return instructions

Our team will review your request and provide the appropriate return instructions and return address where applicable.

Please do not send your order to an address found elsewhere on our website without first contacting us, as our return arrangements may vary depending on the product.

Step 3 — Package your return securely

Please package the product carefully to prevent damage during transportation.

For e-bikes, please include all supplied components, including the battery, charger, keys and accessories where applicable.

Where reasonably possible, use the original packaging.

Step 4 — Send your return

For change-of-mind returns, return shipping costs are normally the customer’s responsibility unless we have agreed otherwise or the law requires us to cover them.

We strongly recommend using a tracked delivery service and keeping your proof of postage until your return has been completed.

6. Return Shipping Costs

Change-of-mind returns

Unless otherwise agreed, you are responsible for the direct cost of returning an unwanted product.

If you paid for standard delivery when placing your order, we will refund the standard outbound delivery charge where required by law.

If you selected a more expensive delivery option, such as express or premium delivery, we will normally refund only the cost of the least expensive standard delivery option available.

Faulty or incorrect products

If the product is faulty, damaged, misdescribed or otherwise does not conform to your statutory rights, we will arrange the return in accordance with your legal rights and cover necessary return costs where required.

7. Refunds

Once your return has been received and assessed, we will process your refund to the original payment method.

For cancellations made under the 14-day statutory cancellation right, refunds will normally be issued within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier, subject to the applicable legal requirements.

Your refund may take additional time to appear in your bank or payment account depending on your payment provider.

Where permitted by law, we may deduct an amount from the refund to reflect any diminished value caused by handling or use beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.

8. Items with Special Return Conditions

Certain products may require special handling or may have specific return conditions.

Safety and hygiene products

Safety and hygiene-sensitive products, such as helmets and certain protective equipment, may only be eligible for return where the applicable hygiene and safety requirements allow it.

Where a product has been opened or used in a way that prevents it from being resold for hygiene or safety reasons, statutory exceptions may apply.

Personalised or custom-made products

Customised or personalised products may not be eligible for cancellation where a statutory exception applies.

If you are unsure whether your product can be returned, please contact us before placing or returning your order.

Sale and promotional items

Sale and promotional products remain subject to your statutory consumer rights.

A discounted or promotional price does not remove your legal rights where a product is faulty, misdescribed or otherwise does not conform to the contract.

9. In-Store Purchases

If you purchase a product directly from us in-store, the 14-day distance-selling cancellation right does not apply simply because you have changed your mind.

However, your statutory rights remain fully protected.

If an in-store purchase is faulty, not as described or otherwise does not conform to the contract, please contact our team so that we can assess the issue and provide the appropriate remedy.

As a gesture of goodwill, we may offer an exchange or store credit for eligible unused products within 14 days of purchase. Such goodwill returns are subject to our approval and may exclude sale, clearance and hygiene-sensitive items.

This goodwill policy does not affect your statutory rights.

10. Klarna and Other Payment Providers

If you paid for your order using Klarna or another third-party payment provider, approved refunds will be processed through the original payment method.

Once we process your refund, the payment provider will update your payment schedule or refund payments already made, as applicable.

For more information about paying with Klarna, please see our Klarna & Payment Options page.

11. Our Return Address

Please contact us before sending a return so that we can confirm the correct return address and provide any necessary instructions.

Our current warehouse return address is:

Unit 50, Raymouth Road London SE16 2DB United Kingdom

Please do not send a return without first receiving confirmation from our team.

12. Your Statutory Rights

Nothing in this policy is intended to limit or exclude your rights under UK consumer law.

Your statutory rights include protections under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts Regulations.

If you have a question about your rights or a particular return, please contact our customer service team.

Need Help?

We’re here to help.