Refund policy

Your right to cancel

Under the UK Consumer Contracts Regulations 2013, you have a 14-day "cooling off" period from the day you receive your order during which you can change your mind. After cancelling, you have a further 14 days to return the item to us.

To cancel within this window, email returns@ride-out.co.uk with your order number. We'll respond with a Returns Authorisation (RA) number and instructions. Items returned without an RA number will not be accepted.

How to return an item

1. Email returns@ride-out.co.uk within 14 days of delivery, with your order number.
2. We'll respond within one working day with an RA number, return address, and shipping guidance.
3. Pack the item securely in its original packaging with all accessories.
4. Arrange and pay for return shipping (see below).
5. Once we receive and inspect the item, we'll issue your refund within 14 days.

Return shipping

Customer pays return shipping. This is in line with the UK Consumer Contracts Regulations, which allow retailers to require customers to bear the direct cost of returning goods, provided this is made clear before purchase (which it is, here).

Approximate costs you should budget for:

• Spare parts (under 2 kg): £4–8 via tracked Royal Mail
• Larger parts & accessories (2–10 kg): £10–20 via courier
• Scooters, bikes & dirt bikes (palletised): £80–150 via pallet courier — these items must be returned in their original carton with full packaging

We strongly recommend tracked, signed-for shipping. We can't issue refunds for items we don't receive, and lost return shipments are not our responsibility.

Condition on return

Items must be:

• Unused and undamaged
• In their original packaging, including all manuals, accessories, free gifts, and protective wrapping
• Free from signs of wear, scratches, scuffs, or rider use

If an item arrives back to us in any condition other than as new, we may:

• Apply a restocking fee of up to 25% for cosmetic damage or missing accessories
• Refuse the return and ship the item back to you at your cost

Spare parts — specific terms

Returns on spare parts are only accepted if the item is:

• Completely unused
• In its original sealed packaging (where applicable)
• Returned within 14 days of delivery
• Accompanied by a valid Returns Authorisation number

The following spare parts cannot be returned:

• Items removed from sealed packaging where the seal protects the item from contamination or makes it visibly used (inner tubes, brake pads, tyres, lubricants, batteries)
• Any part that has been fitted, attempted to fit, or partially installed — including parts removed from the bike or scooter after fitting
• Bespoke or special-order items (unless faulty)
• Electrical items where seals or anti-tamper stickers have been broken

Customer pays return shipping on all spare-parts returns. If the part is confirmed defective on inspection, we will refund the return shipping; if not, we will not.

Vehicles (scooters, e-bikes, kids' bikes) — specific terms

Whole-vehicle returns must be sent back in the original carton with all packaging materials and protective inserts. We cannot accept vehicles returned in any other packaging — they will be refused and shipped back to you at your cost.

If you have disposed of the original packaging, you can source equivalent packaging at your own cost; otherwise we cannot process the return.

Vehicles returned with any of the following will incur fees or refusal:

• Riding wear (tyre marks, scuffs on deck, dirty grips) — restocking fee 25%
• Crash damage, dents, or visible impact — return refused
• Software unlocks or modifications — return refused
• Missing accessories (charger, key, manual, toolkit) — value of missing items deducted from refund

Pallet courier return is the customer's responsibility. Typical cost £80–£150 depending on courier and destination.

Faulty goods

If your item develops a fault, your statutory rights under the Consumer Rights Act 2015 apply.

• Within 30 days of delivery: You have the right to reject the item for a full refund. Email support@ride-out.co.uk with photos and a description.
• After 30 days: The product is covered under our 12-month warranty. See our Warranty page for terms and exclusions.

If a fault is confirmed within 30 days, we cover return shipping. If on inspection the issue is found to be misuse, crash damage, water damage, or wear-and-tear, the return is treated as change-of-mind and standard return-shipping rules apply.  After 30 days: The product is covered under the manufacturer's warranty (typically 12 months — see Warranty page for product-specific terms and exclusions, including Revvi).

Items we cannot accept back

• Any product showing signs of use, wear, or modification
• Spare parts removed from sealed packaging where the seal protects integrity
• Items returned without a Returns Authorisation number
• Items returned outside the 14-day window
• Vehicles without original packaging
• Bespoke or special-order items (unless faulty)

Refund timeline

Once we receive and inspect your return, we will issue the refund within 14 days to your original payment method. Card refunds typically clear within 3–5 working days; Klarna and Shop Pay Installments refunds take effect within those providers' own timelines (usually 1–3 working days).

Statutory rights

Nothing in this policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you believe we have not honoured your statutory rights, please contact us first. UK consumers can also seek free advice from the Citizens Advice consumer helpline.

Contact

Email: returns@ride-out.co.uk
Response time: 1 working day (Mon–Fri).

Ride Out is a trading name of Ride Out Supply Ltd, registered in England and Wales (Company No. 17189632 Registered office: Lytchett House Unit 13 Freeland Park Wareham Road Poole Dorset BH16 6FA England.