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Refund Policy

Important:

  1. Please keep your original box and packing materials for at least 14 days after delivery for any potential return. You will be charged up to £50 if requested for sending packing box(s) from Root EV to fulfil any return.
     

  2. Please note that information regarding the expected riding range on a single charge on one of our e-bikes is an estimate, not a guarantee. There are many factors that contribute to the actual, real-world range for an e-bike battery such as the age of the battery, temperature, level of assist, speed, payload, and terrain. Given the right conditions, it is possible to get less than the expected minimum range or greater than the expected maximum range.
     

Returns Policy
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1) Electric Bikes order

  • Returns are not allowed after fourteen (14) days of the delivery date.

  • To be eligible for a return, an e-bike that is not defective or damaged, you must contact Root EV within fourteen (14) days of your receipt of the e-bike. The e-bike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must be in the same packaging and condition that you receive it and must include all items that were inside the box (charger, keys, hardware, etc.).

  • You must receive prior authourization and a prepaid return shipping label from Root EV. Any warranty issues must be discussed and resolved prior to processing a return. 

  • Customer pays the shipping cost for return and original fulfilment;

  • Electric bikes that have been registered in the Buyer's Name officially CANNOT be returned;

 

3) Accessories/Replacements/Parts orders

  • Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within 30 days of receipt.

  • Any returned accessory or replacement part must be unused, free of any wear and tear, dirt, dust, fragrance, and must be sealed and unopened in the same packaging and condition in which you received it. 

  • Subject to a 25% restocking fee (this is withheld from refund);

  • Customer pays the shipping cost for both ways (Original shipping cost is withheld from refund); 

 

4) Used items

  • No returns, except in EXTREME cases of Breakage/Malfunction (Inspected and confirmed by Root EV).

 

5) Non-returnable items

  • Batteries

  • Customised orders

  • Sale items

  • Gift cards

  • Gifted orders

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6) Refunds

  • Any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one e-bike or multiple e-bikes.

  • Refunds will be made after the product(s) is received and inspected.

7) Damaged Items

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If the product(s) arrived damaged, please send any pictures or videos to the customer support immediately (Any delay Damaged Products Report over 2 days after delivery may increase the rejection rate from carriers). Once it is confirmed by Root EV, we will accept returns for a full refund only in accordance with the Return Procedures below.

Your sole and exclusive remedy is that (a) we will issue a refund to your credit card, Klarna, or PayPal account in the amount charged for the Damaged Product (if your credit card, Klarna or PayPal account has already been charged for the Product) or (b) we will not charge your credit card or PayPal account for the Damaged Product. 

 

Return Procedures
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All returns must be made within 14 days after the Product Delivery Date.

  1. Before a return is sent, the customer must have Return Merchandise Authorization (RMA) from Root EV. If a customer sends a return without the written consent of Root EV, refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.
     

  2. If your return has been approved by us, please contact us at customer support to get the return shipping address accordingly. 
     

  3. The purchaser carries full responsibility for the return shipment including possible shipping damages and lost shipments

    Please send us images and documents for the e-bike(s) conditions and packaging prior to returning any item

    We recommend insuring any return shipment for loss or damages.

    If you are shipping an item over £100, you should consider using a trackable shipping service.
     

  4. We don’t guarantee that we will receive your returned item within the time frame confirmed by the carrier.Any refund process, please refer to our Payment Policy below.

 

 

Payment Policy

 

Payment
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PayPal and Credit Card are our preferable payment methods on www.rootev.com. You can also use alternative payment methods - e.g  a bank transfer. If you want to use a bank wire transfer, please contact us at customer support with your order ID to get our bank information.

Payments may be declined or returned to you, at Spree Ltd sole discretion, for any reason. If we accept a pre-order of any Product, your account, credit card, or other payment mechanisms will be charged upon approval by Spree EV Ltd, regardless of when your purchase is expected to ship.

If any credit card chargeback of any amount is issued on an order, the Limited Warranty for that order will be paused until the chargeback has been resolved.

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Tax

All applicable taxes (including VAT tax) will be collected on all orders where such taxes are required to be collected.

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Refund

If you are approved for any refund, a credit will automatically be applied to your credit card or original method of payment, within 2-15 days.

 

Orders Flagged as Fraud

If your order is flagged by our system as a high risk of fraud, we reserve the right to refuse to fulfil and refund your order. If you feel that a refund was made by mistake, please email us at customer support.

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