Refund Policy

Your Right to Cancel

As an online retailer we comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are a consumer purchasing online, you have the right to cancel your order within 14 calendar days of the day you receive your goods, without giving a reason.

To cancel, notify us in writing within this 14-day period by emailing sales@zipcarts.co.uk with your order number and a clear statement that you wish to cancel. Once we have received your cancellation notice, you then have a further 14 days to send the goods back to us.

Refund Processing

Once your cancellation has been confirmed and the returned item received and inspected, we will process your refund as follows:

Refunds are issued to the original payment method only
Processing takes 5–7 business days from the date we receive your return or from the date you provide proof of return, whichever is earlier
Your bank or card provider may take additional time to credit your account, which is outside our control
Original outbound delivery charges are refunded only where the cancellation or return is due to a fault, damage, or error on our part

Orders Cancelled Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us immediately at sales@zipcarts.co.uk. If we are able to stop the order before dispatch, a full refund will be issued with no deductions. If the order has already been dispatched, it will need to follow the standard returns process outlined in our Returns Policy.

Faulty, Damaged, or Incorrect Items

If your item arrives damaged, develops a fault, or is not as described, you may be entitled to a refund under the Consumer Rights Act 2015. Depending on when the fault arises:

Within 30 days of delivery: You may request a full refund, repair, or replacement at your choice
Between 30 days and 6 months: We will offer a repair or replacement in the first instance; if this fails, a full or partial refund will be issued
After 6 months: You are entitled to a repair or replacement, subject to demonstrating that the fault existed at the time of delivery

Where a fault is confirmed, Zip Bikes Ltd T/A Zip Carts will cover all reasonable return or collection costs.

Items Not Eligible for Refund

The following are not eligible for a refund:

Items returned outside the 14-day cancellation window without a confirmed fault
Items that have been used, ridden, or damaged through misuse or negligence
Items modified or tampered with after delivery
Custom or specially ordered products
Gift cards or digital vouchers
Lithium batteries that have been used, modified, charged with non-approved chargers, or physically damaged, unless proven to be faulty at the time of delivery

E-Bike and Battery Refunds

Any damage caused by misuse, improper storage, water exposure, accidents, or unauthorised modifications is not covered under this policy. Customers are responsible for using all products in accordance with applicable UK law. Zip Bikes Ltd T/A Zip Carts accepts no liability for fines, penalties, or damages arising from unlawful product use.

For lithium battery returns, prior written approval from our support team is required before shipping. We will provide guidance on compliant packaging and courier requirements at that point.

Statutory Rights

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.

Last updated: March 2025