This policy applies to customers in the United Kingdom. It sits alongside your legal rights and does not replace them.

Your right to cancel (change of mind), 14 days

You have the right to cancel your order for any reason within 14 days, starting the day after you receive your item. You do not need to give a reason.

To cancel, email info@wheeltrek.co.uk within that 14-day window. After cancelling you then have a further 14 days to return the goods to us. We will provide the return address once you contact us.

You are responsible for the cost of return shipping on change of mind cancellations. We may reduce your refund if the item shows signs of handling beyond what is necessary to check it (for example, more than you would be able to in a shop). Simply unboxing and inspecting an eBike is fine.

We will refund you within 14 days of receiving the goods back, to your original payment method, including standard outbound delivery.

Faulty, damaged or wrong items, 30 days

This is separate from change of mind. If your item is faulty, damaged on arrival, or not what you ordered, you have the right to reject it for a full refund within 30 days of receiving it.

Please contact us at info@wheeltrek.co.uk with a photo of the issue. We will arrange a courier collection at no cost to you and issue a full refund, or arrange a replacement if you prefer.

After 30 days, you are still entitled to a free repair or replacement. If that is unsuccessful, you are entitled to a refund.

Returns process

Please contact us before returning anything so we can authorise the return and send instructions. Items sent back without prior contact may be delayed.

Refunds

Once we receive and inspect your return, we will confirm your refund by email and process it to your original payment method. Refunds are issued promptly on our side, though your bank may take a few business days to post the funds. If more than 14 business days pass after we confirm your refund, contact us at info@wheeltrek.co.uk.

WheelTrek, operated by The Product Mill Ltd, 16 Queen Street, Ilkeston, Derbyshire, DE7 5GT, UK. Phone 01332 480 564. VAT 484812270. Company 11728466.