Frequently Asked Questions

ORDERS & PAYMENT

What payment methods do you accept?

1 - PAYPAL

2 - CREDIT/DEBIT CARD

3 - KLARNA

With Klarna, you can Buy Now and Pay Later. Select Klarna at checkout and you will have the option to order now and pay in 30 days with 0% interest.

Do you offer finance options?

If you're considering getting a new E-Scooter or E-Bike but don't have the money to pay for one upfront right now, financing may be a great solution.

Our finance partner is Klarna - which you will see on all product pages to show your installment plan & is available to select at checkout.

How do I cancel my order?

Send us a message via our live chat option on the right-hand side of our website or email us at info@threepinpower.com

Any orders cancelled after 24 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

DELIVERY

How long will delivery take?

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@threepinpower.com so that we can help.

Delivery times vary dependent on the brand of product. Please check individual product pages for accurate estimated shipping times.

Do you offer click & collect?

We do not currently offer a click and collect service. All orders can be delivered directly to your shipping address.

Will my electric bike be delivered assembled?

Most of the bikes will arrive to you 90% assembled, with handlebars, saddle, pedals, front wheels, or a few other minor parts may needing to be attached to your bike. All of this is possible with a basic knowledge of bicycles – please see product pages & user manuals to see the level of assembly required.

What's your shipping and delivery policy?

Order Confirmation

As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for shipment. Once confirmed we will process the payment and your order will be dispatched. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@threepinpower.com so that we can help.

GENERAL

What are the UK laws around Electric Scooters?

Electric scooters are legal to buy and own. They are currently not to be used on any public roads, footpaths or cycle lanes. They can be legally ridden on private land with the landowners permission.

It is the responsibility of the customer to ensure you operate an electrical scooter within all national and/or local laws. The customer assumes all liability and risk associated with the use of electric scooter products and holds Three Pin Power & its owners free from any liability caused by their use.

What are the laws around Electric Bikes?

Electric Bikes do not require insurance or a license. The limit to the motor on public roads is 250W, some e bikes have settings that exceed this limit which are only to be used off-road. The speed limit for e bikes on the road is 15.5mph. Riders must be a minimum of 14 years old with helmets not mandatory but advised.

Do I need e-bike insurance?

Legally you are not required to be insured to ride an electric bike on UK roads. However, we would recommend insurance from theft and damage.

Do you have a show room or shop?

Three Pin Power is an online store -. All our products are boxed and delivered directly to your door and therefore viewings cannot be arranged.

Does my new e-bike come with a warranty?

All our e-bikes and e-scooters come with at least 6 months manufacturers warranty. Please check individual product pages for accurate warranty information.

WARRANTY WILL BE VOID IN THE FOLLOWING SITUATIONS:

  • The product is out of the warranty period.
  • The product is lost or stolen.
  • The product is free or complimentary.
  • The product is used in inappropriate ways or conditions, including but not limited to: falls, extreme temperatures, water, improper operations.
  • The product is not in its original state, such as modifications.
  • The product has been used in combinations with accessories that is not compatible with the product.
  • Buyers have no sufficient proof of purchase of products.
  • Unsupported software or firmware has been installed to the product.
  • When a damage is caused by the customer, the customer is responsible for the costs for the repairs and shipment

If you have any questions about warranty for a specific product, please contact info@threepinpower.com and one of our customer advisors will be able to help you.

PRODUCT

How do you ride an Electric Bike?

Electric Bikes are very similar to regular push bikes - Simply start riding the bike as you would ride a push bike and wait for the motor to start and provide you with a boost. Keep pedalling to keep the motor engaged and pull the brakes to stop as you would with a push bike. Different ebike models have different levels of pedal assist which you will be able to select from your LCD display.

Are electric bikes heavy?

Ebikes generally start  at 14.5kg and go up to 28kg. You can find the weight for each bike in the specification section of each product page.

What size electric bike do I need?

The general bike sizing guidance is below:
  • 20" frame bikes fit people 5'10 to 6' 2".
  • 19" frame bikes fit people 5' 9" to 5' 11"
  • 18" frame bikes fit people 5' 8" to 5' 10"
  • 17" frame bikes fit people 5' 7" to 5' 9"
  • 16" frame bikes fit people 5' 6" to 5' 8"
  • 15" frame bikes fit people 5' 5" to 5' 7"

We have also created a bike sizing guide which is more detailed as there are differences in sizing depending on the ebike type. For more details, check out our Electric Bike Size Guide.

Can I use an electric bike in the rain?

Yes, most electric bikes are no problem in the rain. They are usually classed as water resistant which means that you can ride them in the rain and through small puddles without any issues. Please avoid riding through large puddles which may drown the electrics.

You can find out the IP rating (water resistance rating) for most of our electric bikes in the specification section of the product page – generally on IP over 4 is considered good enough for the UK weather!

Please check the relevant manufacturer's instructions regarding water resistance before using your ebike. As with any ebike the use of power washers for cleaning is NOT advised.

Can I ride my electric bike without the motor?

Yes, electric bikes can be used as regular push bikes if you choose to leave the pedal assist off.

Do I need to get my electric bike serviced?

We recommend that you take your bike for a service every 6-12 months dependent on usage, to keep your bike running in peak condition. We would also recommend that you have your e-bike serviced after the first 6 weeks so that any issues can be picked up quickly and some valuable advice can be shared.

At this time, we do not provide electric bike servicing ourselves, however please contact us & we will be able to signpost you to reputable technicians across the UK.

RETURNS

Can I return my order?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please note - returns policies do alter between different brands available on our site. Please check individual product pages for accurate information regarding returns for each product or alternatively please check our returns policy for info on brand returns policy which differ.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@threepinpower.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please be aware of the Restocking Fee associated with returning your item.

For all Return Info, please click here for our full Refund & Returns Policy.

How long do returns take?

If you have returned an item to us please allow 10 working days from the delivery date shown on your returns tracking link for your item to be processed.  If you have not received an update on your return after 10 working days, please contact us and we will look in to this for you. Please email returns@threepinpower.com with your order number in the subject line.

How long do refunds take?

Once confirmation of the acceptance of the refund has been received, it takes up to 21 days to process the refund.

Please note that all refunds go back to the same payment method that was used for purchase.

Problems with my e-bike or e-scooter?

If you are having issues with your new bike or scooter, please email info@threepinpower.com with details of the issue that you’re experiencing. Please include your order number in the subject of your email and any photos or videos that will help demonstrate the issue you are encountering.

If you’re outside the first 30 days since your purchase (or outside the specified brand return policy time frame), we’ll help you to make a warranty claim for any manufacturing faults that may have arisen during your ownership, if they fall under the warranty of the manufacturer.

Can I cancel my order?

Yes, please note that any orders cancelled after 24 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

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