Returns, Cancellation & Warranty

You have strong rights when you buy from us — and we do not put obstacles in the way of using them. This page explains your 14-day cancellation right, what happens if a bike is faulty, and exactly what our 2-year warranty covers.

At a glance

Changed your mind

14 days from delivery to cancel, for any reason

Bike is faulty on arrival

30 days to reject it for a full refund

Fault appears later

Repair or replacement within 6 months; up to 6 years for some claims

Warranty

2 years on frame and drive system (motor, controller, battery)

Refund time

Within 14 days, to your original payment method

1. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order within 14 days of receiving the bike, for any reason, without giving an explanation.

Step	What happens
1. Tell us	Email orders@brakehard.co.uk or call 0800 654 6845 within 14 days of delivery. A clear written statement is enough — you do not need a form. A model cancellation form is in our Terms of sale if you prefer to use one.
2. Send it back	Return the bike within 14 days of telling us. We will tell you how to arrange it — we can often organise a collection for you.
3. Get your money	We refund within 14 days of receiving the goods back, or of you proving you sent them, whichever is earlier.

What you need to know

• Return postage. You are responsible for the cost of returning the bike unless we agree otherwise. Bikes are large and expensive to ship, so we will always tell you the likely cost before you commit — you are free to change your mind about returning at that point.
• Condition. You must take reasonable care of the bike. You can unpack and inspect it as you would in a shop, but if you ride it and it comes back used, we may deduct an amount for the reduction in value.
• What you get back. The full price you paid, including the free delivery (which costs you nothing anyway). We refund to the method you used to pay.
• Do not return anything before contacting us. Unannounced returns are difficult to track and can go astray.

2. If the bike is faulty or not as described

Your rights under the Consumer Rights Act 2015 apply in full and are in addition to your right to cancel.

When you notice	What you can ask for
Within 30 days of delivery	Reject the bike and get a full refund. If a repair or replacement is quicker and costs you nothing, we may ask you to accept that first — but the choice of refund remains yours if we cannot fix it promptly.
After 30 days, within 6 months	Repair or replacement. If neither is possible or proportionate, a price reduction, or a final right to reject and get most of your money back.
After 6 months, within 6 years	Repair or replacement where you can show the fault was present when the bike was delivered.

If the fault is our responsibility, we pay. We cover the cost of getting the bike to us and back to you, and the cost of the repair or replacement. We will not ask you to cover postage for a legitimate fault claim.

3. Our 2-year warranty

On top of your legal rights, we give a 2-year warranty from the date of delivery.

What is covered

Component	Coverage
Frame and forks	Manufacturing defects, including cracks and weld failures under normal use
Motor	Internal mechanical and electrical failure not caused by damage, water ingress or modification
Controller and display	Manufacturing defects causing malfunction under normal use
Battery	Cell failure and capacity loss beyond normal degradation. Batteries naturally lose capacity over time and cycles; a gradual reduction with age is expected and is not a fault.

What is not covered

• Normal wear and tear — tyres, inner tubes, brake pads and discs, chain, sprockets, cables, grips, bearings, suspension seals and bushings, and any consumable part.
• Accidental damage, drops, crashes or collision damage.
• Damage from misuse, overloading, stunt riding, racing or competition use.
• Water damage, including damage from jet washing or pressure washing, or from immersion.
• Damage caused by incorrect assembly, incorrect tyre pressures or failure to follow the supplied instructions.
• Unauthorised repairs, dismantling or modifications, including fitting non-approved batteries, chargers, controllers or electrical parts.
• Cosmetic deterioration — scratches, scuffs, fading and decal lifting.
• Damage caused by using an incorrect voltage supply or a modified charger.
• Bikes used for hire, business use or commercially, unless we agreed to that in writing.

4. How to make a return or a claim

1. Contact us before sending anything. Email orders@brakehard.co.uk or call 0800 654 6845.
2. Tell us your order details — the name and email you ordered with, the model, and roughly when it arrived.
3. Describe the problem and send photographs or a short video. For faults, a photo of the affected part, the battery label or the display showing an error code lets us diagnose it in the same day in most cases. A video of the fault occurring is genuinely useful.
4. We respond with the next step — usually a replacement part, a repair, a collection, or a refund, depending on what the issue is and what you would prefer.
5. If we need the bike back, we will tell you who is collecting it and when, or give you clear return instructions. Do not send a bike back at your own cost before we have agreed it — for a genuine warranty or fault claim, we pay.

We aim to acknowledge every claim within 2 working days and to resolve it as quickly as the parts allow. If a part has to be ordered, we will tell you the expected date rather than leave you chasing us.

5. Refunds

• Refunds go back to the method you paid with.
• We process cancellation refunds within 14 days of receiving the bike back or of you proving you sent it, whichever is earlier — and we will not delay this while waiting to inspect the goods.
• Where a refund is due for faulty goods, we also refund any return delivery cost you reasonably incurred.
• We will never make a refund conditional on you leaving a review, and we will never charge you a restocking fee for exercising your legal right to cancel.

6. Contact us about a return

Email

orders@brakehard.co.uk

Phone

0800 654 6845

Returns address

Break Hard Returns, 3 Alan Marcel Close, Tile Hill, Coventry CV4 9YJ, United Kingdom

If you are not happy with how we have handled a claim, see section 10 of our Terms of sale for how to escalate it.