Refund policy

Summary

Consumers have a legal right to cancel most online purchases within 14 days of receiving the goods. Items must be returned in their original condition and packaging. Return shipping costs are your responsibility unless the item is faulty. For eBikes, a £60 return shipping fee is deducted from your refund if we arrange collection.

Contents

1. Your Right to Cancel (Cooling-off Period)

2. Products Eligible for Return

3. eBike Returns

4. Accessories, Replacement Parts and Non-Returnable Goods

5. How to Start a Return

6. Return Shipping and Costs

7. Refunds

8. Faulty or Damaged Goods

9. Exchanges

1. Your Right to Cancel (Cooling-off Period)

1. If you are a consumer, you may cancel most online purchases within 14 days without giving a reason.
2. The cancellation period ends 14 days after you, or a nominated third party, receives the goods.
3. To cancel, you must clearly inform us (email is sufficient). No specific form is required.

2. Products Eligible for Return

Eligible items include:

• eBikes purchased directly from Big Game Bikes
• Accessories and replacement parts
• Other goods from our online store (unless marked as non-returnable)

To remain eligible for a refund, returned goods must:

• Be in original packaging wherever reasonably possible
• Be handled only as necessary to inspect the item, similar to what is allowed in a shop

3. eBike Returns

1. You have 14 days from delivery to notify us if you wish to return a non-faulty eBike.
2. The eBike must be returned in its original packaging and in a condition suitable for inspection. Excessive use may result in a deduction from your refund.
3. Manufacturing faults are covered by our Limited Warranty, which provides at least a 1-year warranty against manufacturing defects.

4. Accessories, Replacement Parts and Non-Returnable Goods

Accessories and parts may be returned within 14 days if they are:

• In original packaging
• Unopened and unused
• Undamaged and free from signs of wear

Non-returnable items (unless faulty):

• Used goods and gifts
• Clothing, helmets, or wearables (hygiene reasons)
• Items not in original condition or missing parts

5. How to Start a Return

To request a return, contact us at:
Email: hello@biggamebikes.com

Include your order number, contact details and details of the item. We may request photographs of the product and packaging.

We will advise how and where to send your return, or arrange collection if applicable (e.g., eBikes).

6. Return Shipping and Costs

1. Unless your item is faulty, you are responsible for return shipping costs.
2. For eBikes, if we arrange collection, a £60 fee is deducted from your refund.
3. If you arrange your own courier, package the bike securely and use an insured, tracked service.

Return address:

We are not responsible for returned items lost or damaged in transit when you use your own courier.

7. Refunds

We will refund:

• The price you paid for the goods
• Standard delivery costs (where legally required)

Possible deductions:

• Loss in value due to unnecessary handling
• Any applicable return shipping fee (e.g., £60 for eBike collection)

Refund method: the same as your original payment unless agreed otherwise.
We may withhold your refund until we receive the goods or proof of return.

Refund timelines:

• Within 14 days of receiving returned goods
• Or, if no goods were supplied, within 14 days of receiving your cancellation notice

Discount codes: if you return part of an order, the proportional value of the discount may be deducted.

8. Faulty or Damaged Goods

If your product is faulty, damaged or not as described, contact us promptly.
We may request photos or videos.
If a fault is confirmed, we may provide repair, replacement parts, a replacement product, or a refund.

9. Exchanges

We do not offer direct item-for-item exchanges.
You may return an item under this policy and place a new order for a different product.