Refund Policy

Our Commitment to You

At Kuymovie UK, we want you to be completely satisfied with your purchase. We understand that buying an electric bike is a significant investment, and we're committed to making your purchasing experience as risk-free as possible.

This Refund Policy outlines our comprehensive returns and refunds process, designed to give you confidence when choosing your perfect electric folding bike.

14-Day Money-Back Guarantee

We offer a no-quibble 14-day money-back guarantee on all products purchased from our website or showroom. If you're not completely satisfied with your purchase, you can return it for a full refund within 14 days of delivery.

What's Covered

• All new electric bikes and folding bikes
• Accessories and components
• Clothing and protective gear
• Gift vouchers and experience days

Refund Conditions

To qualify for a full refund, the returned item must:

• Be in unused, resalable condition
• Include all original packaging and documentation
• Have no damage beyond normal inspection
• Be returned with proof of purchase

30-Day Exchange Policy

Changed your mind about the model or colour? We offer a 30-day exchange policy that allows you to swap your purchase for a different product of equal or greater value.

Exchange Process

• Contact our customer service team within 30 days of delivery
• Specify the alternative product you'd prefer
• Pay any price difference for higher-value items
• We'll arrange collection of your original item
• Your new item will be dispatched upon receipt of the return

Exchange Benefits

• No restocking fees on exchanges
• Free collection service for exchanges
• Priority processing for exchange orders
• Extended warranty period for exchanged items

Test Ride Satisfaction Guarantee

We're so confident you'll love your new electric bike that we offer a unique Test Ride Satisfaction Guarantee. If you're not completely satisfied after your test ride, we'll provide a full refund of your deposit.

How It Works

• Book a test ride at our Covent Garden showroom
• Pay a £50 refundable deposit
• Test ride the bike for up to 30 minutes
• If not satisfied, we'll refund your deposit immediately
• No questions asked and no obligation to purchase

Return Process

Initiating a Return

To start your return, follow these simple steps:

1. Contact Us: Call +44 20 7946 0958 or email [email protected]
2. Provide Details: Share your order number and reason for return
3. Receive Instructions: We'll email you a return label and instructions
4. Package Item: Securely pack the item in original packaging
5. Ship Return: Drop off at any designated collection point

Return Shipping

We make returning items easy and cost-effective:

• Free return shipping for all UK orders
• Pre-paid return labels provided via email
• Collection service available for large items
• International returns may incur shipping costs

Refund Processing

Processing Times

Once we receive your returned item:

• Inspection: 1-2 business days to process and inspect
• Approval: Immediate upon successful inspection
• Refund: 3-5 business days to reach your account

Refund Methods

Refunds are processed using the original payment method:

• Credit/Debit Card: Refunded to original card (3-5 days)
• Bank Transfer: Returned to source account (1-3 days)
• PayPal: Refunded to PayPal account (1-2 days)
• Financing: Loan balance adjusted (5-7 days)

Refund Confirmation

You'll receive:

• Email notification when your return is received
• Confirmation email when refund is processed
• Reference number for tracking purposes
• Customer service support if issues arise

Special Circumstances

Faulty Products

If you receive a faulty product, we offer enhanced protection:

• Free replacement or full refund
• No time limit for manufacturing defects
• Free collection and delivery
• Priority processing for fault returns

Damaged in Transit

If your order arrives damaged:

• Document the damage with photos
• Contact us within 48 hours of delivery
• Choose replacement or full refund
• We'll arrange collection of damaged item

Incorrect Items

If you receive the wrong product:

• Contact us immediately
• We'll send the correct item right away
• Free collection of incorrect item
• £20 gift voucher for the inconvenience

Non-Returnable Items

For hygiene and safety reasons, some items cannot be returned:

• Personal Protective Equipment: Helmets, masks, gloves
• Underwear/Base Layers: Cycling shorts, undershirts
• Custom Orders: Personalised bikes or bespoke builds
• Perishable Items: Energy gels, nutrition products
• Downloadable Products: Digital guides, software

These items are excluded from our standard return policy unless they arrive faulty or damaged.

Financing and Payment Plans

Financed Purchases

If you purchased using our financing options:

• Return within 14 days for full cancellation
• No cancellation fees or penalties
• Loan agreement terminated immediately
• Credit file updated accordingly

Deposit Returns

For orders paid with deposits:

• Full deposit refund on returns
• Processing within 5 business days
• No administration fees
• Original payment method used

International Returns

EU Customers

For customers in the European Union:

• 14-day return rights under EU consumer law
• Return shipping costs may apply
• Customs duties refunded on returns
• Multi-language customer support

Rest of World

For international customers outside the UK/EU:

• 14-day return policy applies
• Customer covers return shipping costs
• Customs and import duties non-refundable
• Local regulations may apply

Seasonal Sales and Promotions

Sale Items

Items purchased during sales promotions:

• Standard 14-day return policy applies
• Full refund of sale price paid
• No reduced refund amounts
• Same quality of service

Bundle Deals

For promotional bundle purchases:

• Return individual items from bundle
• Proportional refund calculated
• Bundle discount maintained on kept items
• Clear itemisation provided

Customer Support

Dedicated Returns Team

Our specialist returns team is available to help:

• Monday - Friday: 9:00 - 18:00
• Saturday: 10:00 - 16:00
• Email: [email protected]
• Phone: +44 20 7946 0958 (Option 2)

Support Services

We offer comprehensive support for your return:

• Live chat assistance on our website
• Video call support for technical issues
• Collection booking service
• Progress tracking via email updates

Frequently Asked Questions

How long do I have to return an item?

You have 14 days from the date of delivery to return items for a full refund, or 30 days for exchanges.

Do I have to pay for return shipping?

No, we provide free return shipping for all UK orders. International returns may incur shipping costs.

What if I've used the product?

Products must be returned in unused condition. However, we understand that electric bikes need to be tested. Normal test riding (up to 5 miles) is acceptable for returns.

How quickly will I receive my refund?

Refunds are processed within 3-5 business days of us receiving your returned item.

Can I return a custom-built bike?

Custom orders are non-returnable unless they arrive faulty or don't match your specifications.