Frequently asked questions
Are your bikes easy to ride?
If you can ride a conventional push bike you can ride an electric bike!
The Twitter range of electric bikes have been designed to be as easy as possible to ride.
They incorporate the latest technology but ensure that all the functions are kept nice and simple to ensure easy operation.
The first time that you ride a Twitter electric bike we guarantee you’ll be surprised at just how easy they are to ride!
Return & Refund policy
What should I do if I need to return an unwanted item to you?
We feel that you should be totally satisfied with your purchase from E-Bikes Direct. If, however, you wish to return an item as unwanted then you can return it to us within 14 days of purchase. Please note that we require you to contact us by email and quote your order number and reasons for return prior to sending the item back. Please see below for important details on the condititon of an unwanted item return.
When can I return an item?
If you want to return an unwanted item, the item must be unused, in its original condition and suitable for resale (the items must be in an “as new” condition and in the original packaging including labels, stickers, additonal accessories etc.). If reasonable care has not been taken of the item prior to our receipt, resulting in damage or deterioration of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied by the invoice with details of the reason for return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure method of delivery e.g. signed delivery. The customer is responsible for any delivery charges incurred for the return of an unwated item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable, this particularly applies to any boxed item, the box must not be used as external packaging!
In the unlikely event that an item is faulty then you may return it for repair within the period of warranty. Faults arrising from poor/improper use are excluded from this returns policy. If a returned item is found not to have any manufacturing faults after testing then it will be the customer's responsibility to pay the return delivery cost or the cost of return if we have arranged for a courier to collect, this will be deducted from any refund. Any product found to be faulty within the first 30 days of purchase will be exchanged for the same product, or spare component parts will be supplied, but these items cannot be refunded.
Should in the unlikely event that we send a wrong item to you then we will at our expense, either arrange a courier collection or supply a pre paid postage label to you to enable you to return the incorrect item to us. Once we have received the item back we will issue you a replacement item. Should you need an expedited service we can issue a charged replacment item and credit you once we have received the wrong item back. Just get in contact with us and we can discuss these options with you.
Damaged in transit
Please check your purchase upon arrival. If you notice any damage to the packaging please sign for it as damaged and notify us within 48 hours if there is an issue with the item. At our expense, we will either arrange a courier collection or supply a pre paid postage label to you to enable you to return the damaged item to us. Once we have received the item back we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the damaged item back. Just get in contact with us and we can discuss these options with you. We can also supply replacement parts to you in certain circumstances.
Courier Collections / Boxed Bikes
Courier collections can be arranged for you and are charged at £24.99 for parts or flat pack bikes and £44.99 for fully assembled electric bikes, however faulty/damaged return collections will be free of charge. Missed collection are charged at £15 so please ensure you are available on the day that the collection is booked for. You will need to package the bike as it was received in the original box
Return Postage costs
We are not able to refund the cost of postage (both the original delivery charge and return postage) unless the item is faulty in the first 30 days. If you would like to request reimbursement for postage applied to any incorrectly advertised, damaged or faulty items then just get in touch with us via email. For Faulty Items we will either arrange for a courier to collect the item from you at our cost or provide you a prepaid returns label.
Shipping information
Free UK Delivery
We deliver all our bikes free of charge. If you’re outside of the UK or Highlands / Islands we have agreed excellent rates with our shipping company so you can also benefit.
Terms & Conditions of use & legalitys
Electric bike / Scooter & Hover Board in use
The user is in good health, fit and competent to ride & over 14 years of age .
The user must not be under the influence of alcohol or substances that may affect mental capacity or reaction time.
A suitable helmet must be worn at all times when in use.
Photographs/videos of the event may be taken on the day, to be used in the future for marketing communications.
The Rider is responsible for his/her riding behaviour and must behave sensibly and observe all the rules of the Highway Code if s/he is on the public roads.
Jac Tools Aylesbury Ltd confirm the use of these products are entirely at your own risk , & you accept the full responsibility for any accident involving yourself or a third party.
E-bikes must be restricted to 15.5mph & 250w for use on UK roads / Pavements.
I declare I will not use this bike in an unrestricted state unless off road or on private land and I do so at my own risk.
Scooters / Hover boards are not currently deemed as road legal & should be used off road or on private land only .
Once you’ve taken delivery, it is your responsibility to check all components are tight & correctly adjusted before use and as ongoing maintenance.
