Shipping Policy

Order Confirmation:

As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery:

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you a shipping confirmation with tracking details by email within 24 hours of your order being dispatched and you will receive your order within 48 hours of it being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at support@e-ryde.co.uk and we will assist.

Cancellations & Refunds:

If you would like to cancel your order, please contact us immediately via email support@e-ryde.co.uk. Please include your order number when contacting us. When returning a product it must be returned in ‘new’ condition, with all components included, in their original packaging. There will be a charge for the return. 

If your order has not yet left our warehouse, we should be able to stop it shipping and issue you a refund immediately. 

Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

Returns

If you change your mind after buying from us and want a refund, you have up to 14 days to let us know, and another 14 days to return the goods to us. You will need to return the product to us before we can provide a refund.

Please note –  the 14 days return period is to allow you to examine the goods as you would in a shop.

To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden (less than 1km logged on the scooter’s odometer.) 

Signed for deliveries
All orders are sent via a courier of our choice, and we may change the couriers we use without notice, although the level of service will always be equivalent. All deliveries will need to be signed for, whether yourself, household member or a neighbour.

Failed deliveries
If you are away from the delivery address and a neighbour cannot sign for your delivery, then our courier will put a card through your door allowing you to re-book a delivery with the courier or allow you to pick up the order from the depot.

The product will be returned to e-Ryde if the courier unsuccessfully attempts to deliver the order to you on 3 occasions.

e-Ryde reserves the right to charge the full shipping fee applicable to resend if the item is returned to us because the customer could not take delivery for any reason.

Courier returned items will be added back into our stock and your account credited with the order total, minus the fee the courier charges us to deliver the item back to us. You will have to replace the order to have the item re-shipped.

If a customer inputs any incorrect address details on their order, which causes the parcel to be delivered incorrectly, we cannot be held responsible for this parcel, i.e. the customer will have to try to retrieve the parcel themselves, at their cost.

Original box and packaging
Please keep hold of your original box and packaging for at least 30-days, in the event you need to return the product to us.

We cannot accept any returns without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it. If necessary, we can provide a new box at a cost of £25. So please keep the electric scooter box safe.

International Ordering & Delivery

At this moment we only take orders from the UK, but will be very soon delivering across Europe.