Fulfillment/shipping policy

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• Mack-e-Bikes ship only in the UK.

• Same day dispatch on orders made before 2pm (excluding weekends and bank holidays).

• Our customers will receive a shipment confirmation and tracking number once the product has been dispatched.

• Free delivery on all products.

• All bikes will be signed for when delivered and will be delivered by one of the top courier companies in the UK (dependent on location).

• If for any reason there is a delay in dispatch/delivery, please ensure we will notify you with the whereabouts of your product.

 

Mack-e-Bikes is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.

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Refund/cancellation policy

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You may cancel your order within a 14 working day ‘cooling off period’ (excludes weekends and bank holidays) after receiving the goods, This will then be subject to a full refund including initial shipping price within 30 days of cancellation. The goods must be returned to ourselves MTF Enterprises LTD. This excludes sale items, which can be returned for credit or exchange only.

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It is the buyer's responsibility to return the goods to us, so please ensure you repackage the goods efficiently and take out courier insurance if returning by courier. We can also arrange the carriage back for you, but this is at a cost to yourselves. If the goods have not been returned within 21 days of cancellation we will take steps to recover the goods.

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Please Note: We cannot accept returns of items that have been modified or customised in any way.

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Returns

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We feel that you should be totally satisfied with your purchase from MACK-e-BIKES LTD. If, however, you wish to return an item as unwanted then you can return it to us within fourteen days of purchase. Please note that we require you to contact us by email and quote your order number and reasons for return prior to sending the item back.

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When can I return an item?

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If you want to return an unwanted item, the item must be unused, in its original condition and suitable for resale (the items must be in an “as new” condition and in the original packaging including labels, stickers, additional accessories etc.). If reasonable care has not been taken of the item prior to our receipt, resulting in damage or deterioration of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied by the invoice with details of the reason for return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure method of delivery e.g. signed delivery. The customer is responsible for any delivery charges incurred for the return of an unwanted item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable.

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Faulty

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In the unlikely event that an item is faulty then you may return it within the period of warranty. Faults arising from poor/improper use are excluded from this returns policy. If a returned item is found not to have any manufacturing faults after testing then it will be the customer's responsibility to pay the return delivery cost or the cost of return if we have arranged for a courier to collect, this will be deducted from any refund. Any product found to be faulty within the first 30 days of purchase will be exchanged for the same product, or issued a credit note.

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Damage​d in Transit

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Please check your purchase upon arrival. If you notice any damage to the packaging please sign for it as damaged and notify us within 24 hours if there is an issue with the item. At our expense, we will either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the damaged item to us. Once we have received the item we will issue you a replacement e-Bike.

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6 Month Warranty

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The warranty period for Mack-e-Bikes is 6 months and begins with delivery of the goods. Excluded from the warranty are damages caused by natural wear and tear or improper use.