30 Day E-Bike Satisfaction Guarantee

When you buy a new electric bike from Rutland Cycling, in store and online, you can benefit from the added reassurance of our Rutland 30-Day E-Bike Satisfaction Guarantee. You can ride your new e-bike as your own for 30 days, and if it's not right for you, we'll exchange it for another model. (There's a charge of £60 for us to collect your bike, if you've ordered online — just make sure you keep the box and all packaging that your bike arrived in.)

On which bikes is the guarantee available?

The Rutland 30-Day E-Bike Satisfaction Guarantee applies to all new electric bikes, bought in store and online. Ex-hire, ex-demo and return e-bikes are excluded from the guarantee. E-bikes bought on finance or via a Cycle to Work scheme are also excluded. If you are buying online, this guarantee is only available on e-bikes delivered to mainland UK addresses.

How does the guarantee work?

Your 30-day guarantee period starts from the date your new e-bike is collected or delivered. You must notify us by email within 30 calendar days of this date that you intend to return the bike within this scheme. To ensure you remain eligible, we ask that you adopt a 'fair usage' attitude during the guarantee period, and make sure there is no damage to the bike outside of the minimal wear you would expect from a bike ridden for 30 days or a few rides. Please note that any damage to the bike, including damage from incorrect assembly, will invalidate the test ride.

How many times can I use the 30-day E-Bike Satisfaction Guarantee?

We allow one exchange within this scheme, to a different model of e-bike.

How do I return my e-bike for an exchange?

If you have bought your electric bike in store, please contact the store directly within 30 calendar days of collecting your bike, to arrange an exchange.

If you have purchased online, please email enquiries@rutlandcycling.com within 30 calendar days of receiving your e-bike. We will then contact you to discuss an exchange and arrange for the e-bike to be collected, for a nominal charge of £60. You must use the original box your bike arrived in, and the bike should be part disassembled and packaged safely, in the same way that it arrived. If you no longer have the box, we can provide a replacement box at a cost of £25.

Once we've received your bike and checked it over, we'll get your replacement e-bike sent out to you free of charge.

Do I need to clean the e-bike before I return it?

For health and safety reasons, we ask that you please clean your e-bike before sending it back to us. Bikes returned dirty will incur a £30 surcharge.

What happens if the e-bike I'd like to exchange for costs more, or less, than my original e-bike, or if I'm not sure which model I need?

If the new exchange bike costs more than your original bike, you simply pay the difference upon placing your new order. If it costs less, then we will issue you with Rutland Cycling vouchers to the value of the difference. These vouchers can be redeemed online or in store. If you're not sure which bike to choose, just call our customer service team on 0330 555 0080 and we can help advise you on a replacement model.

What about the other items I purchased with my e-bike?

Parts, accessories or clothing purchased/supplied with or fitted to your e-bike are not eligible for the 30-day satisfaction guarantee. You can still return these items within 90 days if they are unused, in accordance with our standard returns policy.

I bought my e-bike with finance. Am I eligible for the 30-day guarantee?

We're sorry, but bikes bought on finance are not eligible for our 30-day guarantee.

I bought my e-bike with Cycle to Work. Am I eligible?

We're sorry, but e-bikes purchased through a Cycle to Work (salary sacrifice) scheme, including the Green Commute Initiative, are not eligible for our 30-day guarantee.