Returns & Refunds

We offer a 30-day returns window for eligible items. Days 1–14 are your statutory cancellation period for online purchases; days 15–30 are an additional voluntary return period from EnviroRides. The conditions for each route are set out below.

Statutory cancellation: notify us within 14 days

You may cancel an eligible online purchase by notifying us within 14 days after the day you, or someone you nominate, receives the goods. If an order arrives in separate parts, the period starts the day after the final delivery.

• No cancellation fee: we do not charge an administration or restocking fee when you cancel within this statutory period.
• Return deadline: after notifying us, return the goods or make them available for collection within a further 14 days.
• Refund: we refund the product price and the cost of our standard outbound delivery option. Any upgrade above the standard delivery cost is not refundable. We may wait to issue the refund until the goods arrive or you provide evidence they have been sent back.
• Return label and cost: we can provide a return label for every order and arrange the return for you. For unwanted, non-faulty goods, the applicable return or collection charge below is payable and will be deducted from your refund. You may also use an appropriate courier yourself. There is no collection charge when you return the item in person to our depot.

Voluntary returns: days 15–30

If you notify us after the statutory 14-day period but within 30 days of delivery, we may accept an eligible unwanted, non-faulty return under our voluntary extension. The item must be in as-new condition, complete with its supplied components and safely packed. eScooters and eBikes must have no more than 5 km added to the odometer; accessories and spares must be unused.

Voluntary day 15–30 returns carry a 5% administration and restocking fee, calculated on the returned item price, plus the applicable direct return or collection cost. This fee applies regardless of the payment method and is not charged simply because Klarna, Clearpay or another finance provider was used.

Return and collection costs for unwanted, non-faulty goods

If EnviroRides provides a return label or arranges collection, the following charge will be deducted from the refund:

• Accessories and spares: £9.99 (Northern Ireland: £29.99)
• EnviroRides electric scooters under 30 kg: £55 (Northern Ireland: £85)
• EnviroRides electric scooters over 30 kg: £85 (Northern Ireland: £85)
• EnviroRides electric bikes: £75 (Northern Ireland: £165)

These are collection/return costs. They are separate from the 5% fee that applies only to voluntary returns first notified on days 15–30.

Faulty, misdescribed or unfit goods

The 5% administration and restocking fee does not apply when you use a statutory remedy because goods are faulty, not as described or not fit for purpose. Where we are responsible for the return, we will arrange or reimburse its reasonable cost.

Evidence of the fault is required so we can assess the issue. When you submit the form, upload clear photos or a short video showing the fault, together with any relevant details. We may ask for additional information or arrange an inspection before deciding whether repair, replacement or refund is appropriate. If the issue cannot be shown clearly in a photo or video, explain this in the form so we can advise the next step. Where we are responsible for the return, we will arrange or reimburse its reasonable cost.

Condition, handling and deductions

During the statutory cancellation period, handle the goods only as needed to establish their nature, characteristics and functioning, as you could reasonably do in a shop. We may deduct the actual reduction in value caused by handling beyond that level; this is assessed case by case and is not an automatic penalty.

Missing parts or damage may reduce the refund only by the actual loss in value. Indicative replacement values include:

• Charger: £44.99
• Toolkit: £14.99
• Phone holder: £12.99
• User manual: £3.99
• Lights: £28.99 each

Keep and reuse the original packaging wherever possible. It is a condition of our voluntary day 15–30 return extension. If you want to return within the statutory 14-day period but no longer have the original box, you can buy suitable replacement packaging from us for £24.99 plus delivery, subject to availability. The replacement packaging must be used safely for the return, particularly where a courier collection is arranged. Not having the original packaging does not by itself remove a statutory cancellation right, but you remain responsible for safe packing. Where legally permitted, loss caused by inadequate return packaging may be deducted.

How to request a return

Complete the returns and refunds form below. This is the main way to request a return; please do not email the initial request separately. Enter the following information in the form:

• The name shown on the order
• Your order number
• Your best contact details
• The item or model being returned
• The reason for the return, such as unwanted, faulty or misdescribed
• For eScooters and eBikes, a clear photo of the odometer reading, plus any other photos requested in the form

If we ask for additional images after you submit the form, email them to help@envirorides.co.uk with your order number and a clear subject such as Return additional images – Order [order number]. Explain briefly what each image shows. For files over 35 MB, you may use WeTransfer.

Once a return is received, we will inspect it and process any refund due to the original payment method. For statutory cancellations, refunds are made within the legal timeframe, normally no later than 14 days after we receive the goods or evidence that they were returned. Your bank or finance provider may then take additional time to display the refund or adjust your payment plan.

This policy applies consistently to all payment methods. Your statutory rights are unaffected.

Browse our care guides for practical checks while you prepare your return.