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FAQs

 

Orders & Payment

What payment methods do you accept?

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A - PAYPAL
With PayPal you can pay easily, speedily and securely. Use your existing PayPal account and pay conveniently for your order with us. As a rule, we usually receive a payment confirmation immediately from PayPal and will be able to process your order straight away. For you, payment via PayPal is always free - Pedal & Chain pays the processing fees.

Haven't got a PayPal account? You can register your bank account on www.paypal.co.uk in just a few clicks. The registration with PayPal takes only a few seconds, since you only have to provide your e-mail address, address and bank account. You can securely make payments on the internet without passing on your bank data to third parties.

CREDIT CARD
Convenient and reliable: Payment by debit from your credit card (VISA or MasterCard). You enter your credit card number, validity and verification number, and we will transmit the data using secure encryption. If your credit card is unlocked for 3D-Secure, you will be forwarded to the security questionnaire for your bank. A few seconds later your order can be processed. The amount will be debited only upon dispatch of the goods.

 

I've not received order confirmation?

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If you've not received an email order confirmation, please check your junk/spam folders – sometimes confirmation emails can end up there!

If you still can’t see it there, please contact us at info@pedalandchain.co.uk.
It’s possible that there’s a typo in your contact email address, in which case we can easily rectify this.

Do you offer a student discount?

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Unfortunately we do not currently offer student discount, however we
recommend keeping an eye on the website as we do offer great discounts regularly which you may be entitled to.

Do you offer finance options?

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If you're considering getting a new E-Scooter or E-Bike but don't have the cash to pay for one right now, financing may be a great solution for you. 

We offer a selection of finance options:
- PayPal 0% Credit

- Klarna

- Cycle To Work Scheme

How do cancel my order?

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Any orders cancelled after 24 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

Checkout problem?

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We're sorry to hear you're having issues when trying to purchase on our website.

If your card is being declined when attempting to make a payment we recommend contacting your bank, unfortunately we hold no control over the payment method
used.

If your bank have sent you an authorisation text message, you may need to respond to this in order for your order to be processed successfully.

Delivery

How long will delivery take?

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You can find specific delivery times on our individual product pages as
delivery times can vary between brands. You will also receive tracking information upon ordering where you can check live delivery status. 

Do you offer click & collect?

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We do not currently offer a click and collect service. All orders can be delivered directly to your shipping address entered at checkout. 

Will my e-bike be delivered assembled?

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Most of our bikes will arrive to you 90% assembled, which means you may need to attach the handlebars, saddle, pedals, front wheels, or a few other
minor parts. All of this is possible with a basic knowledge of bicycles.

What's your shipping and delivery policy?

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Order Confirmation:
As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@pedalandchain.co.uk so that we can help.

General

What are the laws around Electric Scooters?

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Electric scooters are not to be used on any roads, footpaths or cycle lanes. It is the complete responsibility of the customer to ensure you operate an electrical scooter within all national and/or local laws. The customer assumes all liability and risk associated with the use of electric scooter products and holds Pedal & Chain & its owners free from any liability caused by their use. More info can be found at Gov.UK here.

What are the laws around Electric Bikes?

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E Bikes, sometimes referred to as pedal assisted bikes, do not require insurance or a license. The limit to the motor on public roads is 250W, some e bikes have settings that exceed this limit which are only to be used off-road. The speed limit for e bikes on the road is 15.5mph.

Additionally:

- Riders must be a minimum of 14 years old

- Helmets are not mandatory

How do I get 14 days free insurance?

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All bikes purchased from Pedal & Chain qualify for 14 days free insurance. Simply activate your free insurance in the email you receive 1 day after your order.

Bikmo will cover your bike for accidental damage and theft. If something happens, Bikmo will replace or repair your new bike.

Do I need insurance for my ebike?

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No, legally you are not required to be insured to ride an electric bike.

However, we would recommend that you are insured so that you are covered from theft and accidental damage.

Luckily, if you buy your electric bike from Pedal & Chain, you will receive 14 days free insurance with Bikmo. At the end of the 14 days, you can extend your insurance with a 5% discount for our customers.

Do you have a show room or shop?

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No, at this time Pedal & Chain is a web based store. All of our products are boxed and sealed ready to ship and therefore viewings cannot be arranged.

Does my new e-bike come with a warranty?

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Yes, we are proud to support you after you ride away with your new bike. All our e-bikes and e-scooters come with at least 6 months manufacturers warranty. Please check individual product pages for accurate warranty information.

Please note that warranties do not apply in any case to damage or defects derived from negligent use of the bicycle, the mounting of non-original items or manipulation of the bike. Warranty not applicable to any damage to the bike other than material defect. Normal wear and tear. Components may show signs of wear and tear in less than two years depending on amount of use, type of use and other conditions.

If you have any questions about warranty for a specific product, please contact info@pedalandchain.co.uk and one of our customer advisors will be able to help you.

How does the Cycle To Work Scheme work?

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Cycling to work is a great way to stay fit and healthy, so we’re currently partnered with 5 schemes to help you make that a reality.

Cycle to work schemes allow you to spread the cost of an electric bike across 12 months with a discount of up to 47%!

For full details on how to buy through a cycle to work scheme, or for more information on what you are entitled to, please follow the link: Cycle to Work.

Product

Can I charge my e-bike battery overnight?

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Yes, all the e-scooters and e-bikes that we sell have an automatic cut off in the battery management system that will stop charging when the battery is full. We
recommend keeping your battery charged up at every opportunity.

Regular charging is better for overall battery health and will help to increase the lifespan of the battery.

Can I remove my e-bike battery for charging?

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On most e-bikes, you are able to remove the battery for easier charging. Some now feature integrated batteries which are not removable, but this will be identifiable on the product page on our site, and they are designed to be charged in-situ.

On most e-scooters, the battery is not removable. Please consult the manual of your e-scooter model to see if the battery can be removed.

How long does it take to charge my e-bike battery?

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The charge time on your e-scooter or e-bike will vary based on the size of the battery and power of the charger. In most cases it is between 3-8 hours, from zero charge.

For estimated product-specific charge times, consult the user manual or the product page on our site.

Returns

Can I return my order?

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We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

Please note - returns policies do alter between different brands available through Pedal & Chain. Please check individual product pages for accurate information regarding returns for each product.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@pedalandchain.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

How long do returns take?

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If you have returned an item to us please allow 10 working days from the delivery date shown on your returns tracking link for your item to be processed by the engineers in our workshop. Please do not contact us within 10 working days as this may slow down our process.

If you have not received an update on your return after 10 working days, please don’t hesitate to let us know and we will look in to this for you. Please email info@pedalandchain.co.uk with your order number in the subject line.

How long do refunds take?

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Once confirmation of the acceptance of the refund has been received, it takes up to
14 days to process the refund. Once it’s been processed, it can take up to a further five working days for the money to appear in your account.

Please note that all refunds go back to the same payment method that was used for purchase.

Problems with my e-bike or e-scooter?

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If you are having issues with your new bike or scooter, please email info@pedalandchain.co.uk with details of the issue that
you’re experiencing. Please include your order number in the subject of your email and any photos or videos that will help demonstrate the issue you are encountering.

If you’re outside the first 30 days since your purchase, we’ll help you to make a warranty claim for any manufacturing faults that may have arisen during your ownership.

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