Sale & Refund Policy

In using this website you are deemed to have read and agreed to the Terms & Conditions of use.

Terms and Conditions of Purchases

General

The buyer (“you”) shall mean any person, sole trader, partnership, business, body corporate or other entity detailed in the appropriate section of the sales invoice/order form and shall include all successors, heirs and assigns. Where a person deals entirely as a consumer, their legal rights shall remain unaffected. Any reference to you within these terms and conditions shall be as a consumer buyer unless specified as being a reference to a trade buyer.

The “Goods” shall mean the items detailed in the appropriate section of the sales/order form and it shall be a core term of the contract between us that any and all ancillary items are additional to such contract unless specifically detailed within the sales invoice/order form.

The “Price” shall mean the amount payable to Emu Bikes for the Goods plus VAT (at the rate applicable from time to time), and the amount paid to the delivery service provider for the supply of delivery services unless otherwise stated. You should note that prices quoted may vary during the currency of brochures (upwards or downwards) and current prices are quoted at the time of order. In respect of orders placed via the Internet, these shall not be accepted by us until confirmed in writing by us to you. Delivery within the UK is free on orders valued at £100 or more, on orders valued at less than £100 an extra charge of £5 will be made.

These terms and conditions shall apply to all of our quotations, orders (including telephone orders) and contracts for the sale or supply of Goods by Emu Bikes. In respect of any sales of Goods to trade buyers, any other terms or representations, whether implied by statute, made prior to, collateral with or subsequent to the contract or order, are hereby excluded and shall not be binding upon us. In respect of consumer buyers, additional conditions shall only be binding upon us if confirmed in writing by us to you.

We reserve the right to amend technical or clerical errors in any order without notice. In addition, you shall ensure that all details contained within the order are correct and we shall not accept any liability for any error or inaccuracy in any order.

Currencies

All prices are shown in GB Pounds and inclusive of UK VAT.

Credit & Debit Cards

We accept the following credit cards:

  • Visa Credit

  • Visa Debit

  • MasterCard Credit

  • MasterCard Debit

  • Visa Electron

  • Maestro

  • JCB

Credit and debit card transactions are facilitated by Stripe or PayPal.

Finance Disclaimer

Credit subject to status and affordability. Terms & Conditions Apply. Emu Electric Bike Company Ltd. is a credit broker and is Authorised and Regulated by the Financial Conduct Authority. Credit is provided by Hitachi Personal Finance, a division of Hitachi Capital (UK) PLC Authorised and Regulated by the Financial Conduct Authority. For more details and Frequently Asked Questions regarding Hitachi Personal Finance, click here.

Contract

After placing an order, you will receive an email from us acknowledging that we have received your order for the Goods, and the delivery services you have requested from the delivery service provider. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to Emu Bikes to buy Goods. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms that the Goods have been dispatched by the delivery service provider (the “Dispatch Confirmation”). The contract between you and Emu Bikes will only be formed when we send you the Dispatch Confirmation.

The contract will relate only to those Goods whose dispatch (by the delivery service provider) we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Goods which may have been part of your order until the dispatch of such Goods has been confirmed in a separate Dispatch Confirmation.

Consumer Rights

You may cancel your contract with us for all Goods at any time up to the end of the 7th day from the date you receive the ordered Goods. You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty. Clothing and Accessories must not have been used and must be returned in their original packaging.

To cancel your contract you must notify us by e-mail to enquiries@emubikes.com or in writing to our head office, at Emu Electric Bike Company Ltd., PO Box 772, Rickmansworth, WD3 0LY, United Kingdom.

When cancelling in writing please provide the following wording and details about your order:

I hereby give notice that I cancel my contract of sale of the following goods [details of goods], ordered on [date] and received on [date].

[Order number]

[Name of customer]

[Address of customer]

[Signature if possible]

[Date]

If you have received the Goods before you cancel your contract then you must send the Goods back to us at your own cost and risk unless you have written confirmation otherwise regarding the return of a bicycle. If you cancel your contract but we have already processed the Goods for delivery, you must not unpack the Goods when they are received by you and you must send the Goods back to us at your own cost and risk as soon as possible unless otherwise agreed in writing with Emu.

Emu will on occasions agree a 3-day trial for bicycles only, in these instances we accept that the product will be used. These free trials are conducted as per our Trial Terms & Conditions.

Once you have notified us that you are cancelling your contract, any sum debited to Emu Bikes (in respect of goods provided by us and delivery services provided by the delivery service provider) from your debit or credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order PROVIDED THAT the Goods in question are returned by you and received by us in the condition they were in when delivered to you. In the case of a Free Bicycle Trial fair wear & tear will be accepted. If you do not return the Goods delivered to you by the delivery service provider or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the Goods from the amount to be re-credited to you.

Similarly, any amounts debited from your debit or credit card in respect of delivery charges payable to the third party delivery contractors shall be re-credited to your account as soon as possible by the relevant delivery contractor or by us on their behalf.

You have a legal obligation to take reasonable care of the Goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

For all complaints please contact the Emu Bikes head office using the contact details found on our contact us page.

Refund Policy

The following refund policy applies to all transactions made through this website, unless expressly stated otherwise.

In the unlikely event that you are not happy with your purchases, please feel free to return your goods unused (with the exception of Free Trial Bicycles) and in their original packaging within 14 days of the date of receipt for a full exchange or refund.

Refunds will be processed using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase, Cheque payments will be refunded by check or electronic bank transfer but due to banking restrictions can only be refunded 7 days after the product return date. Due to the high incidence of fraud we regret that we are unable to offer any refund without a valid receipt.

Guarantees

All guarantees in respect of Goods are provided entirely by the Emu Electric Bike Company and are subject to terms contained therein. You are reminded to retain all warranty cards and invoice documents upon receipt of the Goods.

Delivery

Once Goods have been delivered to you or your agent, they will be held at your own risk and we will not be liable for their loss or destruction.

You must notify us in writing of any shortage or mis-delivery in any Goods ordered immediately, or at the latest within five working days of such shortage or mis-delivery, thereafter you shall be liable for any such shortage or mis-delivery. Where we have arranged delivery on your behalf with a third party delivery service provider, any claims for loss or damage in transit should be made directly to the delivery service provider. We will assist you in making any such claim, or alternatively we can deal with such claim on your behalf, at your reasonable cost. You should retain all packaging in the event of a claim or return within the terms of these terms and conditions.

All orders are shipped from the UK and, therefore, deliveries made to countries outside the EU may be subject to customs, legal, regulatory and certain practical restrictions. It is your responsibility to pay any additional taxes, fees or levies, import duty or other fees required by the local customs authority in order to release the goods to you. Please ensure that you enter the correct international delivery address and postcode. If the address is entered incorrectly or if customs duties or formal customs entry procedures are required, the delivery may be delayed. We are unable to offer you any assistance if either issue arises. Customs policies vary widely from country to country, therefore you are advised to check the local requirements in your country when placing an order.

If you fail or refuse to pay these charges, what happens to the goods is out of our control. In the event that the goods are returned without any charge to us we will refund the whole purchase price to you. In the event that the goods are returned to us but a delivery charge is levied on us, we will refund you the purchase price less the charge levied on us to return the goods. It is possible that the goods will not be returned to us, in which case no refund of the purchase price will be given to you. In any event, goods that are returned due to you refusing or failing to pay any of the charges outlined in this paragraph will not be entitled to a refund of the delivery charge.

Liability

If the Goods we deliver are not what you ordered or are damaged or defective, we shall have no liability to you unless you notify us in writing at our head office (as set out above) of the problem within 5 working days of the delivery of the Goods in question.

If any Goods are alleged to be damaged or defective, you must return such Goods to us for inspection and report (without any obligation on us to replace the said Goods prior to such inspection). You further confirm that it shall be reasonable for us to inspect, repair or replace (at our option) such defective Goods and allow manufacturers to undertake inspections so as to allow production methods to be modified. You further accept that it is reasonable to inform us of any interruption, defect or other failure prior to contacting independent third parties or incurring expense and to allow us to remedy the defect, failure or interruption.

If you notify a problem to us, our only obligation will be, at our option:

  • to replace or repair any Goods that are damaged or defective; or

  • to refund to you the amount paid by you for the Goods in question in whatever way we choose.

Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under these terms and conditions and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Goods in question above.

You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase Goods from our site. We make no representation and accept no liability in respect of the export or import of the Goods you purchase.

Notwithstanding the foregoing, nothing in this policy is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.

Emu Electric Bike Company Limited is a private limited company registered in England & Wales, company no. 08835491. The company’s registered office address is  PO Box 772, Rickmansworth, WD3 OLY, United Kingdom.