Returns & Cancellation

Returns & Cancellation

Not satisfied or changed your mind? No problem – we’ll handle the return for you.

  1. Your Right to Cancel
    You can withdraw from your purchase within 14 days without giving any reason. The period begins on the day you receive the goods.
    A simple email or letter is all it takes – it must reach us before the 14-day deadline. The full cancel notice including the model form is in our Terms & Conditions https://aventon.co.uk/policies/terms-of-service.
    For defects or incorrect deliveries, returns are free – just get in touch.

  2. How to Return Your Order – Step by Step
    1. Notify us: Get in touch by email or contact form with your order number and reason for return. Must be within 14 days of receipt.
    2. Receive your return label: We’ll send you a prepaid return label.
    3. Pack the item: Pack in original packaging including padding. Include your delivery note or order confirmation.
    4. Collection / drop-off: E-bikes and batteries are collected by freight carrier – no post office needed. Accessories can be dropped at any parcel shop.
    5. Refund: Once received and inspected, we’ll refund the purchase price minus return costs within 14 days to your original payment method.

  3. Return Shipping Costs at a Glance
    Applies to standard returns (no defect, no incorrect delivery). Costs are deducted from your refund – return label provided by us.
    - E-Bikes: free shipping, but processing/handling fees may apply depending on the item’s condition (see Section 4).
    - Batteries: £30 / item
    - Accessories & Small Parts: £4 with Parcel service

    Accessories are returned free of charge when sent back together with an e-bike.
    Free returns: In the event of a product defect or incorrect delivery, we will cover all return shipping costs.

  4. Condition of the Item – What Is Permitted?
    You are welcome to unpack and inspect the e-bike. To familiarise yourself with the bike, a brief test ride is permitted under the conditions outlined below. Please note: Because a ridden e-bike requires safety inspection and reconditioning before resale, different return service fees apply based on usage:

    Permitted Test Ride / Category A (Up to 10 miles):
    - Condition: Test rides restricted to dry, clean asphalt (up to 10 miles) with light handling wear on tires or chain.
    - Fee: Free return (£0 fee) or Free Exchange.

    Not Permitted Usage / Category B (Exceeding 10 miles or improper use):
    - Condition: Mileage exceeding 10 miles at the time of return, riding through mud, wet conditions, off-road terrain, or visible damage/scratches.
    - Light-to-moderate use: 15% – 30% deduction.
    - Heavy use: 30% – 50% deduction.
    - Damage: Deducted based on repair cost estimate.
    - Note: Exchange is excluded for Category B.

  5. Original Packaging – Please Keep It!
    Transport and insurance cover are only guaranteed in the original packaging. Without it, the carrier may refuse collection.

    No longer have the original box?
    We’ll send you a replacement box in advance – additional fee: £99.99 (incl. shipping of the empty box).

  6. Return Address
    We’ll give you the correct return address once you’ve notified us – it varies by product and case.
    Please do not send parcels without prior coordination and a return label – unannounced returns cannot be processed.

  7. Questions? We’re Here to Help.
    Please always include your order number when getting in touch.
    - Email: support@aventon.co.uk
    - Contact form: https://aventon.co.uk/pages/contact

  8. Legal Basis
    Full cancel notice including model form available in our Terms and Conditions under Cancellation policy.