Returns Policy

How to Start a Return

To initiate a return, email sales@zipcarts.co.uk with the following:

Your full name and order number
The item or items you wish to return
The reason for the return

We will respond within 2 business days with return instructions. Please do not send items back without first contacting us, as unauthorised returns may cause delays in processing.

Returns Window

You have 14 calendar days from the date you receive your goods to notify us that you wish to return them. Once we have confirmed your return, you have a further 14 days to send the item back.

Returns requested outside this window will only be accepted where the item is proven to be faulty or not as described.

Condition of Returned Items

To be accepted for return, items must be:

Unused and in their original, resaleable condition
Complete with all original parts, accessories, manuals, and packaging
Accompanied by proof of purchase

You may inspect and handle the item to the same extent you would in a physical retail store. If an item shows signs of use beyond this, including any evidence of outdoor riding for e-bikes, we reserve the right to make a reasonable deduction from your refund or refuse the return entirely.

Items That Cannot Be Returned

The following items are not eligible for return:

Items that have been ridden, used outdoors, or show signs of wear
Items that have been modified or tampered with after delivery
Custom-built or specially ordered products
Items returned without original packaging, parts, or accessories
Items returned outside the 14-day window without a confirmed fault
Gift cards or digital vouchers
Lithium batteries that have been installed, used, charged with non-approved chargers, or physically damaged, unless proven faulty on delivery

Return Shipping Costs

Where the return is due to a fault, damage in transit, or an error on our part, Zip Bikes Ltd T/A Zip Carts will arrange and cover all reasonable collection or return shipping costs
Where the return is a change of mind or cancellation under the 14-day right, the customer is responsible for return shipping costs
We strongly recommend using a tracked and fully insured service, as the item remains your responsibility until received by us
Zip Bikes Ltd T/A Zip Carts accepts no liability for items lost or damaged during return transit

Returning E-Bikes and Batteries

Due to the size and nature of e-bikes, please contact us before arranging any return so we can advise on the most suitable collection method.

Lithium batteries must only be returned with prior written approval from our support team. Returns must comply with relevant courier safety and transport regulations for lithium batteries. We will provide full guidance when approving the return.

Faulty Items

If an item develops a fault, your rights under the Consumer Rights Act 2015 apply regardless of the returns window. Please contact us at sales@zipcarts.co.uk and we will assess the fault and provide an appropriate remedy including repair, replacement, or refund. Full details are set out in our Refund Policy.

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 2026