At Electric Bikes Ireland, customer satisfaction is our priority. We want you to shop with complete confidence, knowing that if you experience a problem with your purchase, we are here to help.

This Refund & Returns Policy explains how returns, exchanges, refunds, cancellations, and warranty claims are handled for purchases made through www.electricbikesireland.com.

Please read this policy carefully before placing your order.

Our Returns Commitment

We understand that, in some situations, a product may need to be returned. Our goal is to make the process as simple and transparent as possible while ensuring fairness for both our customers and our business.

If you have any questions about your purchase, please contact our customer support team before returning any item.

Return Eligibility

You may be eligible to return a product if:

The item is unused and in its original condition.
The item is returned with all original packaging, manuals, accessories, and components.
The return request is made within the applicable return period.
The product has not been modified, damaged, or misused.
Proof of purchase is provided.

To help us process your request quickly, please contact us before sending any product back.

Non-Returnable Items

For hygiene, safety, and legal reasons, some products may not be eligible for return unless they arrive damaged or are faulty.

Examples may include:

Used electric bikes
Installed electrical components
Batteries that have been improperly used or damaged
Custom-built or special-order products
Clearance or final sale items (where stated)
Gift cards or digital products (if applicable)

Product eligibility will be confirmed by our support team.

Return Process

To request a return:

Contact our customer support team.
Provide your order number.
Explain the reason for the return.
Include photographs if the item is damaged or incorrect.
Wait for return instructions before shipping the item.

Returns sent without prior approval may experience delays in processing.

Damaged or Incorrect Orders

If your order arrives:

Damaged
Faulty
Incomplete
Incorrect

Please contact us as soon as possible after delivery.

To help us resolve the issue quickly, please include:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging (if applicable)

Once reviewed, we will advise on the appropriate solution, which may include a replacement, exchange, repair, or refund where applicable.

Refunds

If your return is approved, refunds will generally be processed using the original payment method whenever possible.

Refund processing times may vary depending on:

Payment provider
Banking institution
Country of residence
Payment method used

Please allow sufficient time for your financial institution to process the transaction after we have issued the refund.

Exchanges

Where appropriate, we may offer exchanges instead of refunds.

Products may be exchanged for reasons such as:

Incorrect size or model
Manufacturing defects
Shipping damage
Incorrect item received

Exchanges are subject to product availability.

Order Cancellations

If you wish to cancel an order, please contact us immediately.

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, cancellation may no longer be possible, and the standard returns process will apply.

Warranty Claims

Many of the products we sell are covered by manufacturer warranties.

Warranty coverage varies depending on:

Product type
Manufacturer
Nature of the issue

Warranty does not generally cover:

Normal wear and tear
Accidental damage
Improper assembly
Incorrect maintenance
Unauthorised modifications
Misuse or abuse

If you believe your product has developed a manufacturing fault, please contact our support team for assistance.

Return Shipping

Unless otherwise required by applicable consumer protection laws or where the return is due to our error (such as receiving the wrong or a faulty product), customers may be responsible for return shipping costs.

We recommend using a tracked and insured shipping service for returned items, as we cannot accept responsibility for items lost or damaged during return transit.

International Returns

Customers returning products from outside Ireland may be responsible for:

Return shipping costs
Customs documentation
Import/export fees
Duties or taxes related to the return shipment

Please contact us before returning any international order so we can provide the correct instructions.

Inspection of Returned Items

Once we receive your returned product, our team will inspect it to verify:

Product condition
Completeness
Eligibility for return
Any reported faults or damage

Following inspection, we will notify you of the outcome and the next steps.

Refund Exceptions

Refunds may be reduced or declined if returned products:

Show signs of misuse
Are damaged by the customer
Are missing accessories
Are incomplete
Have been altered or modified
Do not meet the conditions outlined in this policy

Each return is assessed individually to ensure a fair outcome.

Consumer Rights

Nothing in this Refund & Returns Policy limits or excludes any statutory rights available to consumers under applicable consumer protection laws.

If local laws provide additional rights regarding refunds, repairs, replacements, or cancellations, those rights will continue to apply.

Why Shop with Electric Bikes Ireland?

When you purchase from Electric Bikes Ireland, you benefit from:

Genuine electric bikes
Genuine replacement parts
Secure online shopping
Trusted customer support
Clear return procedures
Manufacturer-backed products
Fast order processing
Delivery throughout Ireland
Worldwide shipping

Our goal is to make every purchase as safe and enjoyable as possible.

Frequently Asked Questions

Can I return my order?

Yes, eligible products may be returned in accordance with this policy and applicable consumer protection laws.

How do I request a return?

Simply contact our customer support team with your order number and details of the issue before returning any item.

How long does it take to receive a refund?

Refund times vary depending on your payment provider and financial institution after your refund has been approved and processed.

Can I exchange a product?

Yes, exchanges may be available depending on the product, stock availability, and the reason for the request.

What if my order arrives damaged?

Are return shipping costs refundable?

Return shipping costs may only be reimbursed where required by law or if the return is due to our error, such as a faulty or incorrectly supplied product.

Are Surron and Fiido bikes covered by warranty?

Many Surron and Fiido products include manufacturer warranty coverage. The exact warranty terms depend on the product and manufacturer.