Returns & Refund Policy

If you are unhappy with your item, please let us know by emailing returns@threepinpower.com.

Our Returns Policy gives you 30 days from receiving your order to return or exchange an item bought with a valid receipt for proof of purchase. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange. 

You have a 30 day right to reject under the Consumer Rights Act 2015 & 14 day right to return under Consumer Contracts Regulations 2014.

Returns policies do alter between different brands available through Three Pin Power. Please see individual product pages under 'returns' for accurate returns policies for each product.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. To obtain a full refund, the goods must be returned in an “as new” condition. “As new” condition is defined as unridden. 

There are certain situations where only partial refunds are granted (if applicable) 

  • Any item with obvious signs of use
  • Any item that has been opened
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Restocking Fee

If the item has been opened and assembled/ part assembled then a restocking fee will be applied to the return. This fee will be determined depending on the individual case however is estimated to be around 20% of the order total. 

If the item has been used and we have agreed to have the bike returned, a further depreciation fee will be will be applied based on the bikes condition and mileage.

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.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to returns@threepinpower.com so we can open an insurance claim on your behalf.

If your bike develops a fault through normal use (as outlined in the manufacturer's manual) you could be entitled to a repair or replacement as covered with the warranty. Please send through details of the fault to returns@threepinpower.com and we will arrange the repair or replacement with the manufacturer. Please note –  any fault caused due to misuse of the bike is not covered by this policy. Please ensure you read the manufacturer's manual in detail before using your electric bike  to avoid voiding your warranty.

Cancellations

Any orders cancelled after 12 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.

Refunds

Any refunds that need to be made will be done so against the original payment method, and can take a maximum of 21 working days to process and reach your account. Once the refund has been made, you will receive a notification email confirming the refund. If we encounter any problems in making the refund, we shall contact you accordingly.

Sale items 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Shipping

If your return has been validated by Three Pin Power, we will cover your shipping costs for free in the first 30 days after purchase, if in the UK (Excludes N.Ireland/Channel Islands). This does not include cancellations after the product has been shipped & please be aware of the restocking fee associated with a return as stated above.

If the return is 30 days after purchase then you will need to return the product to us before we can provide a refund. We can help arrange the return for a charge of £75 - a courier will be sent to pick it up from you & return it to the manufacturer on your behalf. Please do not arrange to send your purchase back to the manufacturer yourself. 

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

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