Refund-Policy
At RideXpress, we want you to shop with confidence. If you are not fully satisfied with your purchase, please review our refund and return policy below.
EU Consumer Cooling-Off Rights
If you are located within the European Union, you have the legal right to return purchases made online or through other forms of distance selling (including phone or mail orders) within 14 days for a full refund. This applies even if you simply change your mind.
Returned goods must be in “as new” condition, as explained further below.
The cooling-off period expires 14 days after the day you receive your goods. For service contracts, the cooling-off period expires 14 days after the day the contract is concluded. If the final day falls on a non-working day, the deadline extends to the next working day.
After 14 days from receiving your order, you are no longer automatically entitled to a refund or exchange. However, RideXpress may, at its discretion, offer store credit or another resolution.
In-Store Purchases
If you purchase goods directly in person from our physical location, EU distance-selling return rights do not apply unless the item is faulty. However, RideXpress may consider exchanges or store credit on a case-by-case basis, subject to a possible restocking fee.
Sale & Discounted Items
Refunds or exchanges are not available for items purchased during sales, promotions, or at discounted prices. This does not affect your statutory rights. All eligible products remain covered under their applicable warranty and after-sales support.
Shipping Costs & Non-Faulty Returns
For returns due to a change of mind or reasons other than a confirmed fault, RideXpress refunds the product value only. Original shipping costs are non-refundable.
We reserve the right to deduct from any refund any costs incurred in shipping, delivery, handling, or supplying the item to you.
Electronic Spare Parts
Due to the nature of electronic components, refunds or exchanges cannot be provided for electronic spare parts under any circumstances. This includes, but is not limited to:
- Controllers
- Displays
- Screens
- Printed Circuit Boards (PCBs)
- LCD components
Non-EU Orders
The 14-day EU cooling-off period does not apply to orders placed outside the European Union.
For non-EU returns, RideXpress reserves the right to deduct any shipping fees, customs charges, import duties, or other expenses incurred in supplying the item to you. Customers are responsible for any customs duties or return import charges associated with returning products.
How To Cancel A Purchase
To initiate a return, you must notify us by contacting:
Once your request is reviewed, we will provide return instructions and any required return documentation.
Returned items must be in “as new” condition. RideXpress defines “as new” as:
- Unused
- Returned in original packaging
- Including all accessories and manuals
- In fully resalable condition
We reserve the right to refuse returns or reduce the refund amount if returned goods are not in acceptable condition.
Customers are responsible for arranging and covering the cost of return shipping.
Items must be sent back within 14 days of informing us of your intention to return the goods.
Any applicable deductions or charges will be communicated before the return is processed.
Getting A Refund
Approved refunds are processed within 14 days of receiving your cancellation request. However, refunds may be delayed until we receive the returned goods or proof that the goods have been returned.
Refunds will be issued using the original payment method whenever possible.
If a purchase was made using a voucher, gift card, or promotional credit, refunds may only be returned to the same payment source.
Refund requests made through third-party financing or installment providers are subject to the provider’s processing timelines and approval policies.
Deposits & Pre-Orders
Deposits paid toward installment plans, reservations, or special-order products are non-refundable.
Pre-orders are considered binding commitments because orders are placed with suppliers immediately after purchase confirmation. As a result, pre-ordered items cannot be canceled once supplier processing has begun.
This policy also applies to electric bikes, scooters, and special-order mobility products sourced specifically for customer orders.
Contact Us
If you have questions regarding returns, refunds, or cancellations, please contact our support team: