Refund Policy

Under the Consumer Contracts Regulations 2013, you have the right to cancel your agreement within 14 days of receiving your item. During this period:

• You may cancel for any reason without penalty
• You must return the item in its original, unused condition
• You must include all original packaging, accessories, and documentation
• We will arrange collection at no cost to you
• Any payments made will be refunded within 14 days of receiving the returned item

To exercise your right to cancel:

1. Email us at [email protected] with your order number and reason for cancellation
2. We will confirm your cancellation and arrange a collection date
3. Pack the item securely in its original packaging
4. Hand the item to our courier on the agreed collection date

Alternatively, you can post written notice to: EZOwn Returns, 123 Finance Street, London, EC1A 1BB.

If your item arrives faulty or damaged, or develops a fault within the first 30 days:

• Contact us immediately with photos of the damage or fault
• We will arrange a replacement or, if unavailable, a full refund
• You are entitled to reject the item for a full refund within 30 days
• Collection of faulty items is always free

After 30 days: If a fault develops after 30 days but within 6 months, we will repair or replace the item. If repair or replacement is not possible, you may be entitled to a partial refund based on your use of the item.

Most items come with a manufacturer's warranty. We will assist you in making warranty claims where applicable:

• Electronics and appliances typically have 1-2 year warranties
• E-bikes usually have separate warranties for the frame, motor, and battery
• We'll provide all necessary documentation for warranty claims

Warranty claims do not affect your statutory rights under consumer protection law.

Refunds are generally not available if:

• The item has been used, worn, or shows signs of damage beyond initial inspection
• Original packaging and accessories are missing or damaged
• The item was made to your specifications or clearly personalised
• You have made significant payments and wish to cancel after the cooling-off period (early settlement may be available instead)

If you wish to end your agreement after the cooling-off period, you have two options:

Option 1: Pay off and keep the item

• Pay the remaining balance in full
• Ownership transfers to you immediately
• No early repayment penalties

Option 2: Return the item (voluntary termination)

• Available once you've paid at least 50% of the total amount
• Return the item in good condition with reasonable wear and tear
• Your agreement ends with no further payments due
• Previous payments are not refunded

Once we receive and inspect returned items:

• Refunds are processed within 14 days
• Refunds are made to the original payment method
• You will receive email confirmation when your refund is processed
• Bank processing times may add 3-5 business days

For any questions about returns or refunds, please contact our customer support team:

• Email: [email protected]
• Phone: 0800 123 4567 (Mon-Fri, 9am-5pm)
• Post: EZOwn Returns, 123 Finance Street, London, EC1A 1BB