FAQs

Product Information

Q. Is the Charger included with the bike?
A. Yes the charger is included.

Q. What is an electric bike?
A. A conventional bicycle that uses a battery powered motor to aid the rider whilst cycling. Electric bikes can be ridden just on power (only suitable on relatively flat ground) By way of turning a throttle like you would have on a motorbike, or electric bikes can be ridden with power assisting your pedalling at the same time. And can also be ridden as a normal bike by just pedalling

Q. Are electric bikes road legal?
A. All of the electric bikes we supply are road legal. They all conform to the following criteria:
• The motor rating is not over 200 watts continuous power output
• Powered speed does not exceed 15mph
• The electric cycle weighs 40kg or less
• The cycle has working pedals
Riders must be aged 14 or over

Q. Are MOT’s, Licenses, or Insurance required for Electric Bikes?
A. No there are no legal requirements for Insurance, MOT's, Licenses or Road Tax.

Q. Is a helmet required when riding?
A. No - The same rules and recommendations apply as regular cycles. Wearing a cycle helmet is not a legal requirement, but is recommended.

Q. Speed limit – What is the maximum speed?
A. The law in the UK requires electric bicycles to reduce the power supplied by the motor as the bike's speed approaches 25km/hour (15mph). This doesn't prevent you to going faster than that, but you're going to have to do it under your own steam as the motor will stop helping you (switch off) once you hit the top legal speed it's allowed to operate at.

Q. What are electric bikes used for?
A. Exactly the same you’d use a push bike for, but you can remove the difficulties of regular cycling such as hill, strong winds, long journey times, and lack of fitness. They are especially appealing for people travelling to work and not wanting to break a sweat. Also an ideal solution for the elderly or less mobile.

Q. Can Electric bikes cope with Hill and Headwinds?
A. Of course! An Electric bike with a reasonable amount of pedal assistance will tackle hills anywhere from 1 in 10 to 1 in 7. Basically the power assistance flattens hills and takes the strain out of pedalling. This same principle applies to tackling headwinds.

Q. Are Electric Bikes heavy?
A. Our electric bikes use a lithium battery which is the lightest ebike battery available. They are heavier then normal bikes. But combined with alloy frames the overall weight is not significantly more then a normal bike.

Q. Can Ebikes be ridden as conventional bikes, without the power?
A. Yes. They are light enough to ride comfortably without power.

Q. What security will I need?
A. They need to be treated as any other bike. A quality lock is recommended. Adequate Insurance cover is recommended.

Q. Can electric bikes be taken on trains?
A. They are classed the same as conventional bikes on trains. Please contact your local rail operator to find out if they have any services where cycles are prohibited.

Q. Do I need to pedal?
Most of our electric bikes have throttles (to confirm check what modes it states in description) This means the bike can be used without pedalling, but they are designed to be pedalled. So an electric bike wouldn’t be recommended to someone who has no intention or ability to pedal.

Q. What range can I expect to get from a full charge?
This varies from model to model on electric bikes and will depend on the individual bike and type of battery. This information for each bike can be found on the product details page, please bear in mind this is an average figure.

Q. Do electric bikes have normal gears and brakes?
A. Yes they do and they operate regardless of the electric being used. The brakes will actually cut the power when you apply them.

Q. What are the running costs?
A. The cost of mains electricity to fully charge the battery is about 5-7p. Compared with the equivalent cost for petrol this equates to over 450km per litre of fuel or about 1,300 mpg!

There are no significant running costs. Basic maintenance and servicing should be carried out as you would with a normal pedal cycle, however the electronic components of the bikes are sealed units (motor, sensors etc) and therefore require no specialist servicing during their lifetime other than routine lubrication or cleaning as directed.

Q. How long does it take to charge the battery?
A. Between 4-6 hours. This can vary on different models.

Q. How can I tell how much charge is left in the battery?
A. Our electric bikes have a power gauge on the top of the front light. This provides an indication of battery life remaining.

Q. Assembly of an electric bike
A. Generally speaking they will come to you with very little assembly needed. At Most the front wheel, handle bars and pedals will need attaching. The brakes and gears are pre set, however we still recommend checking them before your first ride.

Q. What Should I do if my electric bike develops a fault?
A. For full terms of warranty, please visit our terms and conditions.

The length of warranty is 1 years as standard..

If you are unfortunate enough to develop a fault in the warranty period and it is not solvable remotely by advice. We will collect the bicycle from you, fix the problem and send it back at our cost. If you collected the bike from us we would expect you to bring the bike back for repair. Outside of warranty we do still offer a collection service but it is chargeable.

Q. What should I do about servicing my electric bike?
A. You should be aware that the electronic components (e.g. battery, charger, motor, throttle, sensors and controller) are sealed units and therefore require no specialist servicing during their lifetime other than routine lubrication or cleaning as directed by the accompanying documentation.

You should carry out basic maintenance as you would with a normal pedal cycle. In most cases your local bicycle shop will be able to advise you of their costs for servicing the conventional parts of the bike.

Q. Do you supply spare parts and accessories?
A. Yes, we supply accessories and a full range of spare parts for our electric bikes including replacement batteries and chargers. Check out our spares and accessories section or just email us with your requirements.

Q. I really want to ask someone a question about a product...
A. No problem, you can always drop us an email, or call us for more information.

Managing Your Order

Q. How can I view previous order status & details.
A. If you login to the website and click the link "My Orders" in the user panel area.

Q. How do I know my order was placed successfully?
A. When your order has been placed you should receive a confirmation email. You can also view your order when logging into the website and checking your previous orders.

Q. When will I receive my order?
A. Typically all orders will be received within 5 working days.

Q. How can I cancel my order?
A. Please contact us immediately by phone or email. You then have 7 day 'cooling off period' from the date of delivery to cancel for a full refund. This will then be subject to a full refund including initial shipping price. This will then be subject to a full refund including initial shipping price within 30 days of cancellation.

It is the buyers responsibility to return the goods to us, so please ensure you repackage the goods efficiently and take out courier insurance if returning by courier. We can also arrange the carriage back for you, but this is at a cost to yourselves.

Managing Your Account

Q. I want to subscribe / unsubscribe to the newsletter.
A. There is a link at the bottom of the e-newsletter which will allow you to unsubscribe.

Q. Forgotten your password?
A. To reset your password click the link "Forgotten Password" on the Login Page page. If you still have problems please contact us for further assistance.

Q. Changing your login details
A. Please login to your account area to modify your details.

Q. Changing your contact details
A. Please login to the account area to amend your details.'

Q. Payment Information
A. We can accept payment in the following methods: Visa, Mastercard, Delta, Solo, UK Maestro. If you wish to order any products from our site and do not have one of these cards please contact us to make an order over the phone.

Q. I am having problems logging in?
A. If you are having problems logging on - first try our password change facility. If you still have problems please contact customer care who will investigate the problem for you.

Returns & Refunds

Cancelled Orders
You may cancel your order within a 7 working day ‘cooling off period’ (excludes weekends and bank holidays) after receiving the goods, This will then be subject to a full refund including initial shipping price within 7 days of the goods being returned to us in as new condition.  It is the buyers responsibility to return the goods to us, so please ensure you repackage the goods efficiently and take out courier insurance if returning by courier. We can also arrange the carriage back for you, but this is at a cost to yourselves.

Q. What if I receive an incorrect item?
A. If you receive an incorrect item please contact us within 7 days of receiving the order. We will gladly arrange for the item to be swapped with the correct item at no extra cost to you.

Q. What if you change your mind?
A. If your order has not been despatched and you change your mind please contact customer care to cancel the order.

Q. If you receive items damaged in transit
A. If you receive an item that has been damaged in transit please contact us within 7 days of receiving the order. We will gladly arrange for the item to be swapped at no extra cost to you.

Reseller & Dropshipping information

Q. Do you do Wholesale?
A. We can offer wholesale services. Please get in touch either via telephone or email us.

Delivery Information

Q. What is the typical expected delivery time for UK standard shipping?
A. Your order will normally be despatched within 48 hours, please allow up to 5 working days for delivery, we will notify you if for any reason delivery is going to take any longer.

Q. How do I get faster delivery?
A. Please call us to discuss next day delivery options.

Q. How do I get free delivery?
A. Unfortunately due to the large size of our products we cannot offer free shipping on our items.