Refund policy

 

 

Roxform Return and Refund Policy

Office Address: Unit 21 Vale Industrial Park, 170 Rowan Road, Streatham, London, SW16 5BN
Email: info@roxform.co.uk

1. Return Eligibility

We offer a 30-day return policy for unused items, starting from the day you receive the item (i.e. the day you take physical possession of the goods). To be eligible for a return:

  • The item must be in the same condition as received: unused, with tags, and in its original packaging.

  • You must provide proof of purchase (receipt or order confirmation).

You may assemble the bike for inspection purposes. A short indoor test ride (under 500m) is acceptable, but signs of outdoor use, damage, dirt, or excessive wear will render the item ineligible for return.

2. How to Initiate a Return

To start a return, email us at info@roxform.co.uk with:

  • Your order number

  • Reason for return (optional)

  • A brief description of the item's condition

Once accepted, we will provide instructions for the return. Items sent back without prior approval may not be accepted.

3. Return Fees

Customers are responsible for return shipping costs unless the item is faulty or incorrect. If you’d like us to arrange a collection:

  • Accessories under 10kg: £20

  • Accessories over 10kg: £45

  • E-bikes: £70

Returns must be packaged securely. Any damages during return transit due to improper packaging may result in additional charges.

4. Damaged or Faulty Items

If your item arrives damaged or faulty, contact us within 48 hours of delivery. For confirmed issues:

  • Repairs or replacements will be offered at no cost.

  • Return fees for damaged or faulty items will be covered by us.

If damage or faults are found to be unrelated to manufacturing issues upon inspection, you may be charged for the return collection fee.

5. Warranty

All Roxform e-bikes come with:

  • A 2-year warranty covering the frame, motor, battery, and electrical components (e.g. display, throttle).

  • A 1-year warranty for the charger, lights, and non-wear mechanical parts.

The warranty does not cover:

  • Damage from misuse, neglect, or lack of maintenance

  • Modifications, paint, or graphics

  • Wear-and-tear components such as tyres and brake pads

To activate your warranty, register your bike on our website.

6. Exchanges

If you need a different model or size, the fastest way to exchange is to:

  • Return the original item (following return eligibility)

  • Place a new order for the desired product

7. Refunds

Refunds will be issued to your original payment method within 14 days of inspecting the returned item. Please note that your bank or card provider may take additional time to process the refund.

For cancellations within the 30-day window, you are entitled to a refund for the item and the basic delivery cost (if applicable).

Contact Us

For any questions or concerns about returns, refunds, or warranties, email us at info@roxform.co.uk. We’re here to assist you!