WILLOW EBIKES RETURNS POLICY

Returns & Refunds Policy

At Willow eBikes, we want you to love your purchase. If something isn't right, we'll do our best to make it right.

14-Day Right to Cancel

You may cancel your order within 14 days of receiving your goods, for any reason. To do so, please contact us at sales@willowebikes.com or call 07446 938374. Once we've received your cancellation, please return the item within 14 days. We'll issue a full refund — including standard delivery costs — within 14 calendar days of receiving the returned goods.

30-Day Right to Reject Faulty Goods

Under the Consumer Rights Act 2015, if your item is faulty, not as described, or unfit for purpose, you are entitled to a full refund within 30 days of purchase or delivery (whichever is later). After 30 days, we will offer a repair or replacement in the first instance.

Condition of Returns

Returned items must be unused, in their original condition, and with all original packaging. We reserve the right to reduce your refund if the item has been handled beyond what is necessary to inspect it. Partial refunds may apply to:

Items not in their original condition, or damaged/missing parts not due to our error
Items returned more than 30 days after delivery

How to Return an Item

To start a return, please get in touch with us first and we'll guide you through the process:

Email: sales@willowebikes.com
Phone: 07446 938374

Refund Timings

Once your return is received and inspected, we'll notify you by email. Approved refunds will be applied to your original payment method within 14 calendar days. If you haven't received your refund, please check your bank account and contact your card provider first, as processing times can vary. If you still haven't received it, contact us at sales@willowebikes.com.