Refund policy
Cancellations, returns and how the warranty fits in.
We’re finalising these terms with our attorney before we start taking payment online. If anything here matters to a decision you’re making, please ask us and we’ll confirm it in writing.
Before you collect
If you have paid a deposit or in full and change your mind before collecting the bike, contact us and we will refund you in full.
Refunds go back to the card or account you paid with. Once we issue one, it usually takes 5–10 business days to appear, depending on your bank.
After you collect
These are powered off-road vehicles, and a bike that has been ridden cannot be resold as new. Returns after collection are handled case by case — talk to us and we will be straight with you about what we can do.
A formal return window has not been set yet and will be published here before online payments go live.
Faults and warranty
A fault is a warranty matter rather than a refund one. 12 months or 1,000 miles — see the warranty section for what is and is not covered.
Warranty claims come through us, not a call centre. Message us with your order number and what's happened, and we'll deal with E-Ride Pro on your behalf.
Questions about any of this? Email info@trailwhip.com.