Why buy from us?

You are buying from a company who have experience in selling electric bikes since 2006. Please feel free to contact us for assistance with any aspect of your Sustain Cycles electric bike and will be happy to help. 
 
New bikes are covered by a 90 day “Return to Base” Warranty followed by a further 9 Months Parts Only Warranty.  Please also note that during the 90 days, in the unlikely event that the item has to be returned, you will be responsible for the cost of return to us.  Following the repair we will, though, pay for the cost of shipment back to you.  After the 90 day warranty we offer an after sales service comprising supply of parts and if you are unable to fit these yourself, we are certain that anyone familiar with bicycles will be able to do it for you. Please note that items not covered by warranty are tyres, chains, brakes, cables, plastics and general wear and tear, as you would expect. However, in addition, if for any reason you are not satisfied, you can return any item in its original condition within 7 days of the date of shipment for a refund or an exchange. It's that simple.  (See Distance Selling Regulations below)

Once we receive your returned item and it is accepted, your refund or new item will be processed in a timely manner. Upon receiving your return, the item will be reviewed by our Quality Assurance department. Please note that items showing signs of wear or those that have been altered or damaged in any way cannot be accepted for return.

Before you return an item to us, please make sure you follow our returns process.

Distance Selling

We work in line with this requirement which provides you with the right to return the item to us up to the end of the 7th working day following the day after you received the item.  We do not need a reason for cancellation but the item MUST not have been assembled or used and MUST be returned in “As New” condition and in its original packaging.  You must notify us by e-mail that you wish to cancel but do not have to give a reason, although this would be useful.
If you have assembled and used the bike we can not sell it as new, therefore we can not accept it as a direct return. 
If you choose to return it we reserve the right to charge a minimum 10% restocking fee.
You will also be responsible for the costs of shipping the item back to us and we recommend that you use an insured service.  However, once we have received and inspected the item, we will immediately return your original payment for the item itself but not the cost of shipping it to you.  Please note that transportation is a separate contract and has nothing to do with the item purchase price.  Indeed, you may collect the item free of charge or may organise your own courier.

Before you return an item to us, please make sure you follow our returns process.

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