Refund policy

Returns, Refunds & Warranty Policy

Effective Date: July 2026

At My Perfect eBike Ltd, our mission is to provide high-quality electric bike products at the most competitive prices possible. To achieve this, we operate an efficient sales, logistics and after-sales support process. Please read this policy carefully before placing your order.


Returns

You have 14 calendar days from the date you receive your order to request a return.

To be eligible for a return, the item must:

  • Be unused and in brand-new condition.
  • Be returned in its original packaging.
  • Include all supplied accessories, manuals and components.
  • Show no signs of installation, use, modification or damage.
  • Be accompanied by proof of purchase.

Returns requested after the 14-day period may not be accepted.


How to Request a Return

To request a return, please contact:

support@myperfectebike.com

Please include:

  • Full Name
  • Order Number
  • Reason for the return.
  • Photographs where applicable.

Returns sent without prior authorisation may be refused.


Return Shipping

Our goal is to offer premium products at the most competitive prices possible.

Due to the significant logistics, handling and shipping costs involved in supplying our products, customers are responsible for arranging and paying for return shipping.

My Perfect eBike Ltd does not provide prepaid return labels for change-of-mind returns.

Customers are free to use any suitable courier service.

We strongly recommend using a tracked and fully insured delivery service, as My Perfect eBike Ltd cannot accept responsibility for products that are lost, delayed or damaged whilst being returned.

Return shipping costs are non-refundable unless the return is the direct result of an error made by My Perfect eBike Ltd.


Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, faulty or incorrect item, please notify us within 48 hours of delivery and provide clear photographs showing the issue.

We will assess the matter and work towards the most appropriate resolution.


Non-Returnable Items

Unless faulty, we cannot accept returns for:

  • Custom-built products.
  • Made-to-order products.
  • Installed or used motors.
  • Installed or used controllers.
  • Installed or used batteries.
  • Installed electrical components.
  • Modified products.
  • Clearance or sale items.
  • Gift cards.


Exchanges

We do not offer direct exchanges.

If you wish to purchase another product, please return your eligible item and place a new order once your return has been approved.


Refunds

Once your returned item has been received, it will undergo an inspection to ensure it complies with the conditions outlined in this Returns Policy.

Please allow up to 7 working days for our team to inspect and assess your return.

If your return is approved, your refund will be issued to your original payment method.

Once approved, refunds are normally processed by My Perfect eBike Ltd within 7–10 working days. Please note that your bank, card issuer or payment provider may require additional time for the funds to appear in your account.

Under normal circumstances, customers should allow approximately 10–15 working days from the date the returned item is received by us for the complete refund process.

If your return is rejected following inspection, we will contact you explaining the reason and discuss the available options.

Original shipping charges are non-refundable unless the return resulted from an error made by My Perfect eBike Ltd.


Manufacturer Warranty & After-Sales Support

To provide highly competitive pricing, warranty coverage for our products is provided by the manufacturer, rather than directly by My Perfect eBike Ltd.

My Perfect eBike Ltd acts as the intermediary between the customer and the manufacturer throughout the warranty process. We assist with communication, technical diagnosis where required and facilitate the resolution offered by the manufacturer in accordance with their warranty policy.

Warranty approvals, repairs, replacements and all final warranty decisions are subject to the manufacturer’s technical assessment and warranty terms.

Where available, My Perfect eBike Ltd operates after-sales service centres and works with experienced technicians who can inspect, diagnose and repair products.

Depending on the nature of the warranty claim, labour charges may be fully covered, partially covered or chargeable. Every warranty claim is assessed individually based on the specific circumstances of the case.

Customers are responsible for arranging and paying for shipping when sending products to our workshop or service centre for inspection, diagnosis or repair unless agreed otherwise in writing.

My Perfect eBike Ltd cannot accept responsibility for products that are lost, stolen or damaged whilst being transported to our workshop. We strongly recommend using a tracked and fully insured courier service.


Warranty Conditions

To ensure accurate diagnosis and maintain the integrity of the warranty process, all warranty claims must be handled exclusively through My Perfect eBike Ltd.

Products must not be inspected, repaired, modified or disassembled by any third-party workshop, mechanic or repair centre without prior written authorisation from My Perfect eBike Ltd.

Any unauthorised repair, attempted repair, modification or disassembly carried out by a third party may result in the manufacturer’s warranty being void, as we are no longer able to verify the original condition of the product or accurately determine the cause of the fault.

Where a warranty claim is required, customers must first contact My Perfect eBike Ltd and follow the instructions provided by our support team. This may include troubleshooting, providing photographs or videos, or returning the product for inspection before any repair work is carried out.

Failure to follow the approved warranty procedure may affect or invalidate the warranty claim.


Warranty Exclusions

Warranty does not cover damage resulting from:

  • Incorrect installation.
  • Incorrect wiring.
  • Improper setup or configuration.
  • Water ingress.
  • Crash or accidental damage.
  • Rider abuse or misuse.
  • Normal wear and tear.
  • Consumable parts.
  • Unauthorised modifications.
  • Products used outside the manufacturer’s specifications.
  • Damage caused by third-party repairs or servicing.


European Union Customers

Where applicable, customers within the European Union benefit from their statutory 14-day cooling-off period.

Returned items must still satisfy the eligibility requirements outlined within this policy.


Contact

For all return requests, warranty enquiries and after-sales support, please contact:

support@myperfectebike.com