In order to obtain a full refund, you’ll need to inform us you'd like to return your items within 30 days of receiving them, and they’ll need to be in an as new condition. Pure Electric defines “as new condition” as unridden, with all parts, manuals and accessories included in the original box and packaging.
Returned items will be checked by one of our specialists to ensure that they meet the criteria set out in this returns policy. Please ensure all items are packed in the original box safely and securely. It is important to ensure that adequate packaging is used, as any damage in transit may mean that we are unable to accept your return.
If your product is returned to us without all of the internal packaging, is damaged or shows signs that it has been used, we will not be able to accept this as a return. This product will then be sent back to you.
Refunds will be processed within 14 days of us receiving the returned item, using the same method of payment used for the original purchase. Credit and debit card refunds must be made to the card used for the original purchase. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with. We are unable to offer any refund without a valid receipt. This does not affect your statutory rights.
Returning an e-scooter
To arrange a return, you can now use our ‘Rebound’ system online: Rebound Returns Portal.
This will take you through the necessary steps to generate a returns label. When entering your order number, please make sure that you include the #PS at the beginning as without this, you will not be able to generate your postage label. Once all of these details are added and the process is complete, your return is ready to be taken to your nearest post office. Please be aware that there is a £20 charge for postage, which will be deducted from your refund. Please also ensure that all original items are packed in the original box, otherwise an additional cost may be incurred.
Returning an e-bike
We’ll need to organise a collection and send you a consignment number to be attached to the outside of the box. Collections take place between Monday – Friday, 09:00-16:00. Unfortunately, we’re unable to specify a time slot, to enable us to book the collection, please email email@example.com with your order number in the subject line, please also confirm a weekday that suits you for the collection to take place and we will do our best to arrange this.
As soon as we receive your e-scooter/e-bike back to our depot, it will be fully inspected by the Pure Electric team and we will then issue the refund based on our findings and in line with our T&Cs. We will then issue the refund for you.
Alternatively, a faster way to get a solution would be to return the product to your nearest Pure Electric store where a member of our team can fully assess it for you. To find your nearest branch, simply enter your postcode into our handy online store locator: Our Stores.
It may be worth contacting the store ahead of your visit, so they can prepare for your arrival and save you waiting. Please be aware, if the stores are busy they can't always get to the phone, so if you can't get through, we'd advise sending them a quick email so they can get back to you.
For more details on our T&Cs, please click here.