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Electric Bike Returns

Return Policy

Last updated 1st November 2023

We have a 30-day returns policy to give you the chance to take your new ride out for a test ride. If it isn't the perfect match for you, simply get in touch with our Customer Service team who will be able to help organise the return. Whether you request a refund or would like to exchange, we're here to help.

    30 Day E-Bike Returns

    Our 30-day bike returns policy gives you a chance to test your newly purchased bike. If you change your mind within this 30 day period, simply get in touch with our Customer Service team via chat or email and they'll help you organise a return. You may return a bike for a refund or exchange for another bike. For full terms and conditions, see below:

    Is my order eligible for return? 

    To be eligible for 30-Day bike returns your order must meet the following criteria:

    • You must contact Moose and request your return within 30 days of your order being delivered.

    • You must retain all original packaging and securely repackage the product ready for the collection time agreed with Moose.

    • The product must be returned with all of its original parts, including any ancillary parts such as: pedals, keys, chargers, baskets, pannier racks, mudguards etc

    • Your product must be returned in a reasonable condition and not show any wear exceeding that which could be expected for a 30-day trial period

    • For electric bikes the product is subject to a fair usage mileage of 15 miles. Anything above this will be charged at £5 per mile. This will be deducted from the amount refunded to you when the bike is returned

    • We do not cover consumable parts, including wheels (tyres, spokes or punctures), cables, brake shoes, bearings, headsets or bottom brackets.
    What constitutes a reasonable condition for return?

    We fully expect that the product may have been ridden or used during the trial period. However to qualify for 30-Day returns and receive a refund your order must be in a reasonable condition, with no signs of wear (exceeding that which could be expected for a 30-day trial period) and no damage to the frame or components. It should also be returned in an acceptable level of cleanliness.

    Electric bikes are subject to a fair usage mileage of 15 miles. Anything above this will be charged at £5 per mile. This will be deducted from the amount refunded to you when the bike is returned.

    Any additional accessories that was fitted by the team on the bike will be deducted by £10 per accessory from the final amount due to the time it takes to fit them on for sale.

    Please Note: There will be a £50 delivery charge deducted from your original payment amount.

    How do I return my electric bike?

    We offer a free collection service through our courier. Simply contact our Customer Service team via chat, phone or email to arrange a collection slot. Once you’ve been given a time slot and a booking reference by Moose, you’ll need to securely re-package your order into its original packaging.

    If you’re unable to repackage your order, a charge of £30 will be deducted from your refund to cover replacement packaging costs. Once we receive your return from the courier, we’ll inspect your order and issue a refund within 7 days.

    Do I pay shipping costs?

    Moose will cover the cost to ship the bike back to us (UK Only). However, if after inspection the issue is not deemed to be covered, the customer will be invoiced for any shipping and repair costs.

    How do I return an order placed through Klarna, Clearpay or Laybuy?

    If you placed your order using Klarna, Clearpay, or Laybuy you can still return your order following the steps above. Once our returns team have inspected your order we will cancel your Klarna, Clearpay or Laybuy agreement to stop any future instalments being taken.

    Your deposit and any direct debit payments will be refunded from Klarna, Clearpay or Laybuy within 14 working days. As your refund will be processed by them any communication regarding money or statement balance should be made directly to Klarna, Clearpay or Laybuy.

    Contact Klarna:
    Tel: Local Rate: 020 300 50833 or Freephone: 0808 189 333
    24/7 Online Chat: https://www.klarna.com/uk/customer-service/

    Contact Clearpay:
    24/7 Help Centre: https://help.clearpay.co.uk/hc/en-gb

    Refunds

    How long will my refund take?

    We aim to process all refunds within seven (7) days of receving the product back. After receiving your return and inspecting the condition of your item. Refunds may take up to five (10) business days to appear back with you, depending on your bank. 

    How will I be refunded?

    Your refund will be issued via the same method that the order was paid for. If you paid via credit card your refund will be issued to the same card used for the order. If your paid via PayPal the refund will be issued via PayPal.

    How will a Klarna, Clearpay or a Laybuy order be refunded?

    We will notify Klarna, Clearpay or Laybuy once we have recieved and checked any returned items. When a full order is returned Klarna, Clearpay or Laybuy will refund any deposits paid and cancel any future payments. Where only part of an order is returned the item costs will be deducted from the remaining balance. For any balance queries please contact Klarna, Clearpay or Laybuy directly. 

    Contact Klarna:
    Tel: Local Rate: 020 300 50833 or Freephone: 0808 189 333
    24/7 Online Chat: https://www.klarna.com/uk/customer-service/

    Contact Clearpay:
    24/7 Help Centre: https://help.clearpay.co.uk/hc/en-gb