Welcome to our terms and conditions of sale
These are the terms and conditions of sale of EBCO Limited (“EBCO”, “we”, “us”), for sales of products via this website to consumers. If you place an order via this website, you are agreeing to be bound by these terms and conditions. Please read them carefully before choosing to place an order.
EBCO Limited’s registered address is 5, Pegasus House, Warwick, CV34 6LW and it has the UK registered company number 7176978 and VAT number 994325192.
If you have any questions, please contact our customer service team at [email protected].
We only accept orders when you pay for them
Your order will be accepted and a contract will be formed once we receive payment for your order. We will send a confirmation of the acceptance of your order at this point. Where you have ordered more than one item, the acceptance shall only apply in relation to the items indicated in the confirmation email.
Once we have received payment for your order, a contract is formed between you and EBCO for the sale of the items indicated in the acceptance email.
Sometimes we reject orders
Sometimes we reject orders or parts of orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, because the transaction looks suspicious (i.e. potentially fraudulent), or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
When we will charge you
We will charge you when you checkout via the website. If we reject part of your order but accept part of it, we shall only charge you for the amount relating to the accepted part of the order.
We will always apply the VAT rate which is applicable at the date we charge you.
When you will own the product
You will own your product once you collect it or it has been delivered to you.
Products and prices
A product’s true colour may not exactly match that shown on your device when viewing our website.
We may change the prices of the products from time to time at our discretion. The prices available on our website may be different from prices available elsewhere.
Despite our best efforts, we may occasionally misprice products on our website. When we check your order prior to accepting it, we will also check the pricing. On the rare occasions where we have mispriced a product, we will contact you to inform you of the mistake and give you the option to confirm the order at the new price or to cancel the order. If you confirm the order at the corrected price we shall send an acceptance email, as usual, with the correct price. We are under no obligation to sell you a product at an incorrect price.
Where we label a product as “ex display” or as a “display model”, the product may previously have been on display to customers and may have been demonstrated to customers. The product may show signs of use, and minor wear and tear.
Delivery shall be to the click and collect location you select. The delivery costs will be displayed during the checkout process and are in addition to the product prices displayed. The delivery costs may vary depending on the delivery option selected, the delivery location and the products purchased.
Where we provide a delivery timescale to you, please note that this is an estimate only and, although we shall use reasonable endeavours to meet it, we cannot guarantee delivery within that timescale.
Click and collect
Where you select a click and collect location, we will deliver your order to the selected location. Once your order has arrived at the location, you will receive an email to confirm that your order is ready for collection.
To collect the order you must attend the selected location within the time period set out in the confirmation email, and during the opening hours set out in the confirmation email. If you do not collect your order within this period, your order (and the contract) will be cancelled and the order shall be returned to us. You should contact our customer service team at 01926 437 700 or email [email protected] to arrange a refund.
You will need to bring your order number and an acceptable form of ID. If you do not have these, you will be unable to collect your order.
The following forms of ID are acceptable:
- Credit / debit card
- Valid driver’s licence
- Valid passport
- Recent utility bill
If you want to authorise somebody else to collect your order on your behalf, they must either bring an acceptable form of ID for you or, if they share your surname, an acceptable form of ID for them. You agree that we can release your order to anyone who meets these criteria.
You have a legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
When you can’t change your mind. You can’t change your mind about an order for goods that are made to your specifications or are clearly personalised.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day you receive your order (or somebody authorised by you receives it). If your order is delivered to you in parts, then you must let us know no later than 14 days after the day you receive the final part of your order.
How to let us know. To let us know you want to change your mind, you must use one of the following methods to let us know:
- You can contact our customer service team with a clear statement that you want to cancel the order, and including your name, address, the order number and your contact information. You can contact our customer service team at: 01926 437 700 or email [email protected]
- You can use the cancellation form. If you want to use this form, you can print it off, complete it and you can scan and email it to the contact details above, or you can post it to the contact details above.
You have to return the product at your own cost. When exercising your right to change your mind, you have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost unless the product is defective or if we delivered the wrong product to you.
How to arrange a return. To return the product you should contact our customer service team at: 01926 437 700 or email [email protected] to arrange the details of the return. Where you received the order via a click and collect location, you will need to return the product to the click and collect location you received it from, or to another location agreed with us.
We only refund standard delivery costs. Where you return all products in an order under your right to change your mind, we will also refund the standard delivery costs for the order. We don’t refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, the product has been used or stored outdoors, price tags have been removed, any packaging you received is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
When and how we refund you. If you tell us you’ve changed your mind about a product that hasn’t been delivered, we refund you as soon as possible and within 14 days. If you’re sending the product back to us, we refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). If you are returning the product to a click and collect location, we refund you within 14 days of the click and collect location receiving it from you. We refund you by the method you used for payment. We don’t charge a fee for the refund.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you should contact our customer service team at [email protected]. We may require you to return the product to us or to the relevant click and collect location. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.
Your rights will depend on how quickly you report the fault to us after you receive the product:
- Within 30 days from the date you receive the product: if the product is faulty, you will be offered the choice of a repair, replacement, or a full refund.
- After 30 days from the date you receive the product but within 6 months: if the product is faulty you are entitled to have the product repaired or replaced or, if we are unable to repair or replace the product, a refund.
You may have further rights after 6 months. For detailed information about your rights in respect of faulty products, please visit the Citizens Advice website www.citizensadvice.org.uk.
Even where there is something wrong with your product, you have a legal obligation to take reasonable care of it while it is in your possession. If you do not take reasonable care of an item, we may be entitled to compensation and we may set this against any refund which we pay to you.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if:
- you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due;
- you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from the relevant click and collect location. If you have said you will collect the product but you don’t do this within the period set out in your click and collect confirmation email, then we may choose to treat your order as cancelled and refund the purchase price.
We don’t compensate you for all losses caused by us or our products
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section “We’re not responsible for delays outside our control”.
- Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
- A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
We may offer a warranty in addition to your existing legal rights
For some products we may offer a warranty which is better than your legal rights under consumer laws. If this is the case, please check the warranty details on the product specification page for information about the warranty and how to make a claim.
In addition to your legal rights under consumer laws, EBCO electric bicycles purchased from EBCO come with a 2-year warranty. This warranty covers manufacturing or material defects with the frame, fork and components. Please note that not all faults are covered by this 2-year warranty. The scenarios below are NOT covered under this warranty.
- Stripped pedal threads.
- Damage from causes other than defects in material or workmanship. For instance, damage caused by crashing your bike.
- Normal wear and tear. Components may show signs of wear and tear in less than two years depending on amount of use, type of use and other conditions. Some components can be expected to reach the end of their serviceable lifespan within this time.
- Damage to products improperly installed or repaired by somebody other than us or our authorised representatives.
- Products that have been modified, neglected, abused or poorly maintained.
- Electric bikes that have been derestricted.
EBCO also offers a specific battery warranty for the batteries supplied with EBCO electric bicycles purchased from EBCO. In addition to your legal rights under consumer laws, your ebike battery is guaranteed to maintain a minimum of 60% state of health for 2 years from the date of purchase or a maximum of 500 charge cycles (if reached sooner than 2 years from the date of purchase). To maintain this warranty the battery must be used in accordance with the manufacturer’s instructions and charged every 90 days as a minimum.
In the unlikely event you receive a faulty product, or to exercise a warranty, please contact the EBCO support team on 01926 437 700 or email [email protected]
We are not responsible for any unauthorised modifications to the products or for your failure to maintain the products
The products we supply may be dangerous if not used properly. Physical activities can be dangerous if not carried out with appropriate training and preparation. You should always ensure that you are appropriately trained and are competent before using a product supplied by us.
You should always inspect your product before use to identify wear and tear or any safety issues with the product.
It is your responsibility to use and maintain the products in accordance with the manufacturer instructions and good practice. If you fail to do so, or if you modify the products without authorisation, we shall not be responsible for any losses, injury or death that may result. We shall accept no liability for death or personal injury, unless caused directly by our own negligence.
Nothing in this section is intended to interfere with your legal rights as a consumer.
We can make changes to these terms and conditions
We may make changes to these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order products from us unless:
- We are required to change these terms and conditions to comply with laws, in which case the changes may apply to orders previously placed by you; or
- We notify you of any changes to these terms and conditions before we accept your order, in which case the amended terms and conditions will apply to your order. If you do not wish to proceed with the order under the amended terms and conditions, you can cancel your order within 7 days of us notifying you of the change.
Resolving disputes with us
Our complaints policy. Our customer service team: 01926 437 700 or email [email protected] will do their best to resolve any problems you have with us or our products.
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Your legal rights. Nothing in these terms is intended to affect with your legal rights under consumer laws.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer you can contact EBCO support team on 01926 437 700 or email [email protected] to end the contract within 14 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
We’re not responsible for delays outside our control. We will not be liable or responsible for any failure to perform, or delay in performance of any of our obligations to you that is caused by events outside of our reasonable control (a “Force Majeure Event”). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes (without limitation) the following: strikes or other industrial action, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport, impossibility of the use of public or private telecommunications networks, or the acts, decrees, legislation, regulations or restrictions of any government. In the event of a Force Majeure Event, our performance is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution to allow us perform our obligations despite the Force Majeure Event.
These terms and conditions are for consumer sales only. These terms and conditions do not apply to business-to-business sales (“B2B Sales”). All B2B Sales will be subject to separate terms of sale agreed between EBCO and the relevant business.