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Refund and Returns

Returns & Refunds Policy

At Moose Bike Marketplace we strive to ensure you purchase the perfect bike from us. However, if you are not completely happy with your purchase, we’re here to help. Please review the following policy to understand the process for returns and refunds.

1. Requesting a Return or a Refund

If you wish to return a product or request a refund, you must contact us within 30 days from the date of delivery. To start the return process, please reach out to us at help@moosebikemarketplace.com.

We will provide instructions on how to proceed, depending on the issue with your product.

2. Products Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The product must be unused and in the same condition that you received it.
  • The item must be in its original packaging, including all accessories, manuals, and documentation. (a replacement box can be purchased for £30 if required)
  • A valid proof of purchase or receipt is required.
  • The e-bike or bike must not show any signs of use including additional miles on the odometer. Any additional miles will incur a fee, relevant to the devaluation of the bike. We also reserve the right to reject a return if the bike shows signs of use.
  • The goods must be returned with all components, keys, accessories, manuals and packaging included in the original box. 
  • The item returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred.
  • Your product must not show any wear or signs of use.
  • Any additional accessories that were fitted by the team will be deducted by £10 per accessory from the final amount due to the time it takes to fit them on for sale.
  • A return collection fee of £50 will be deducted from the refund amount.

3. Initiating a Return

To initiate a return, please follow these steps:

1. Contact us at help@moosebikemarketplace.com
2. Include your order number, the item(s) you wish to return, and the reason for the return.
3. Follow the instructions provided by our support team to log the return on our returns portal

4. Damages and Issues

Upon receiving your bike, please inspect it carefully. If the product is defective, damaged, or you receive the wrong item, please notify us immediately. We will review the issue and provide instructions for return, replacement, or refund/partial refund.

5. Non-Returnable Items

As per our return policy, all bikes must be returned in the same condition that they were received in. If unsure about your eligibility for a return, please contact us at help@moosebikemarketplace.com.

6. Email Communication

All return or refund-related inquiries should be directed to our customer support team via help@moosebikemarketplace.com. We aim to respond to all communications within 2 business days to resolve your issue promptly.

7. Exchanges

If you would like to exchange a product for a different model, please contact us. Exchanges are subject to product availability, and you may need to cover the cost difference or shipping fees.

8. Refunds

Once your return is received and inspected, we will send you a notification confirming that we have received your item. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7 business days

9. Contact Information

If you have any questions or concerns about this Returns & Refunds Policy, or if you need assistance initiating a return, please reach out to our customer service team: