Delivery & Returns

Delivery

Please note our Express delivery is not available for the following postcodes: DG, TD, TR, PL, LD, LL30-78, SA 32-73, SY14-25, HR2-6

Please note we do not deliver to the following postcodes: GY, JE, ZE, HS, KW, IM

We offer free home delivery* to mainland UK addresses with an estimated delivery time of 3-5 working days.

Express delivery* is available for £7.99 with an estimated delivery time of 1-2 working days.

Orders received by midday are dispatched on the same day (Monday to Friday) and are sent on a signed-for delivery service.

White Glove Service:

For customers in need of mobility scooter building assistance we do offer a special White Glove Service. Please note that this service is charged at an extra cost so please contact our customer service team for a quote.

This service is available to selected regions of the UK and for selected product types. Please contact us for more information before ordering.

Delivery Information by Product

Electric bikes are delivered 'built and ready to ride'. This means one of our trained, expert mechanics has fully assembled your bike in our workshop, applied protective packaging and reboxed it for our courier to deliver it to you. After delivery you only need to make minor adjustments.

On arrival please complete the following:

Remove the electric bike and any documentation/spare parts boxes from the box, and take off any protective packaging.
With the bike on the ground or in a work stand, loosen the bolts on the handlebar stem where it meets the fork, line the handlebars up to the front wheel and retighten.
In some cases you may also need to adjust the handlebar angle too. To do this please loosen the bolts on the handlebar stem where it meets the handlebars until it is in a comfortable position and retighten.
Your left pedal will already be fitted, so take the unfitted pedal and screw it clockwise into the threaded hole on your crank arm. We trial fit these prior to dispatch to ensure there is no cross-threading, so please take extra care when fitting.
Adjust your saddle height if necessary by loosening the seat clamp and adjusting it to a suitable height. We recommend that your knee is slightly bent at the bottom of each pedal stroke whilst sat comfortably.
Double check that every bolt you have adjusted is tight.
We recommend charging your eBike battery to full capacity before you ride it. To see if there is sufficient level of charge please check the handlebar display.

Please note - we complete the same pre-departure assembly on folding bikes, but dispatch them folded in their original box.

If you require the help of your local bike shop, please be aware that the service will be chargeable.

Non-electric bikes are delivered boxed, 85% assembled. Final assembly should be conducted by someone competent with the basic mechanics of a bicycle, if you require the help of your local bike shop please be aware the service will be chargeable.

Electric scooters are also delivered boxed and 95% assembled – please follow the same assembly advice (where applicable) as electric bikes above. We recommend that this is completed by a person competent in basic mechanics.

Golf trolleys, ride-on toys and accessories are delivered boxed and although assembly requirements vary, it is generally minimal.

*Electric motorbikes are delivered fully assembled through personalised delivery with one of our product experts. We are unable to deliver these products through Standard or Express delivery options.

Checking Your Order

Upon delivery please check your order for any signs of damage - even if you do not intend to use your item immediately - at which time you can sign for as damaged with the courier or reject the delivery.

Please report any damages to our customer service team by calling on 0121 748 8008 or emailing customerservices@electriclife.co.uk. Any claims for damages or discrepancies must be submitted within 3 days of receipt of your goods and we request images of the damage for our records.

Returns & Refunds

When to return (Non-faulty products)

Changed your mind about your order? Not a problem – simply let us know within 14 days of receipt of your order that you wish to return your unwanted goods. You then have a further 14 days to return the item(s) to us.

To obtain a full refund, all goods must be returned in ‘as new’ condition and are subject to inspection and approval before a refund can be issued.

How to return (Non-faulty products)

Please email your returns request to us at customerservices@electriclife.co.uk and state whether you would like a refund, exchange or replacement. We aim to reply to all requests within 1-2 working days. Please note:

You are liable for any transportation costs incurred to return your item(s).
Please be aware that any unwanted goods should be returned to us unused, in their original packaging, and in the condition in which you received them. Please check that all instructions and fixings for your item are included with your return.
If your order comes in multiple boxes, please ensure that all parts are returned to us in their original packing and in their original received condition.
Please ensure that you also request proof of postage from your chosen courier and notify us of your return tracking information at customerservices@electriclife.co.uk.
If you are unable to re-box the item in its original packaging, please note a £20 charge will apply for the cost of replacement packaging.

Getting a refund

We process all refunds to your original method of payment within 3-5 working days of receipt and inspection of your returned item(s).

For items that are returned to us as unwanted, we will refund the original paid price of the item itself only - the delivery charge is not included in your refund.

If you have requested a replacement or exchange of your goods, this will be sent out once we have received and approved your return.

We reserve the right to withhold part or all of a refund should any unwanted goods not be returned to us in their original condition. A re-stocking fee may also apply.

If you would like an update on the status of your refund, exchange or replacement please contact our team on 0121 748 8008 (Mon to Thurs, 8.30am-5pm, Fri 8.30am-1.30pm).

Returning faulty products

All items should be checked upon delivery, even if you are not planning on using your item straight away.

Although we strive to ensure that all of our products are carefully packaged and delivered to our customers, unfortunately there may be rare occasions when an item arrives faulty or damaged.

In the event of receiving a faulty item, we please ask that you either:

Reject the item upon delivery
Sign for the item as damaged and then forward on details of the issue plus any supporting images within 3 working days to customerservices@electriclife.co.uk

Please be aware that we cannot accept damaged claims after 3 working days of receipt of the order.

Any replacements for items that have been agreed upon by our team as faulty/damaged will be sent to you free of postage charges.

Contacting us

If you have any questions about returning goods, please don’t hesitate to get in touch with our friendly customer service team.

Contact telephone: 0121 748 8008

Contact email: sales@electriclife.co.uk

We are open from Monday to Thursday, 8.30am to 1.30pm. Friday 8.30am to 1.30pm