Refund policy

Return & Refund Policy

At Falcon Ebike & Scooters, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. This policy outlines the terms and procedures for returns, refunds, and exchanges.

1. 30-Day Return Window

We offer a 30-day return policy. You have 30 calendar days from the date you receive your order to request a return or exchange.

2. Return Eligibility & Conditions

To be eligible for a return, your item must meet the following criteria:

  • The item must be unused, in the same condition that you received it, and free from damage or signs of wear.

  • The item must be in its original packaging with all manuals, accessories, keys, charger, and tags included.

  • Proof of purchase (order number, sales receipt, or invoice) is required for all returns.

Note: Custom modifications or personalized items cannot be returned unless defective.

3. How to Initiate a Return

  1. Contact Us: Reach out to our customer support team via email at Contact@falcon-ebikescooters.com or call us at +44 121 798 9048 with your order number and reason for the return.

  2. In-Store Return: You can also bring the item directly to our physical shop/workshop in West Bromwich during business hours.

  3. Approval & Instructions: Once your return request is approved, we will provide you with the return address and instructions on how to send your package back to us.

4. Return Shipping Fees & Restocking Fees

  • Defective, Damaged, or Incorrect Items: If you received a defective item, a damaged shipment, or the wrong product, Falcon Ebike & Scooters will cover all return shipping costs or arrange a pickup free of charge.

  • Customer Choice / Change of Mind: If you are returning an item due to change of mind or buyer's remorse, you will be responsible for paying the direct cost of return shipping.

  • Restocking Fee: We do NOT charge any restocking fees ($0 / £0 restocking fee).

5. Refund Process & Processing Time (7 Days)

  • Inspection: Once we receive your returned item at our workshop, our technical team will inspect it within 1 to 2 business days to verify its condition.

  • Refund Approval: After inspection, we will notify you of the approval or rejection of your refund.

  • Refund Timeframe: If approved, your refund will be processed immediately. The money will automatically be credited back to your original payment method within 7 business days.

  • Cash on Delivery (COD) Refunds: For orders paid via Cash on Delivery, refunds will be issued via direct bank transfer. You will need to provide your UK bank details (Account Number and Sort Code) to our support team.

6. Exchanges

If you wish to exchange your e-bike or scooter for a different model or color, the fastest method is to return the original item following the steps above. Once approved, you can make a separate purchase or exchange it directly at our physical store.

7. Contact Information

For any questions regarding returns, refunds, or technical assistance, please contact us:

  • Business Name: Falcon Ebike & Scooters

  • Store & Workshop Address: 5A Hall Green Road, West Bromwich, B71 3JS, United Kingdom

  • Phone Number: +44 121 798 9048

  • Email Support: Contact@falcon-ebikescooters.com

  • Customer Service Hours: Monday – Saturday: 9:00 AM – 6:00 PM (GMT)