SHIPPING

Handling Time (Business Days)*

In-stock orders typically ship within 2-5 days.

Delivery Time (Business Days)*

From UK Warehouse: 2-5 Days                         From China Warehouse: 7-35 Days

 1) Weekends and Holidays above countries may delay those procedures. 
 2) A shipping confirmation email will be sent to the email address attached to the order once the order has shipped.
 3) Bikes and accessories may be delivered separately. 

Shipping Regions**

1) Scotland(Dumfries, Edinburgh, Glasgow, Kilmarnock, Motherwell), England(East Midlands, East of England, North East, North West, South East, South West, West Midlands, Yorkshire, and the Humber), Wales and England(Greater London).

2) As we ship DPD/DX/UPS or other similar carriers for electric bikes or bikes we DO NOT ship to PO BOXES or APO.

2) Residents of  Scotland(Aberdeen, Dundee, Falkirk, Outer Hebrides, Inverness, Kirkwall, Kirkaldy, Paisley, Perth, Galashiels, Shetland Islands), Northern Ireland, Channel Islands, Isle of Man, or other U.K. territories be reached for double order confirmation, this may result in extra shipping fees or order cancellations.

Import Duty and Tax

In most cases, you will receive items or orders at your final payment paid to www.cyrusher.co.uk. It is the customer's responsibility to pay the import and customs duties and fees that are incurred as a result of the international shipment (Except shipping from the above warehouses to a domestic or single marketplace), the customer is also responsible for ensuring they comply with all of their local/state/federal regulations concerning the import and use of electric bicycles.

Changes of Shipping

Any changes that you make regarding shipping once the item is shipped, including but not limited to changing the address, putting an order on hold, or updating shipping settings/preferences may delay your receipt of the Products and replacement Products and/or refunds. If you would like to change the color or size of your ebike, you must do so prior to your order being shipped.

Please note we are not responsible for any lost, stolen, or damaged items due to the actions or inactions of DX or any other parcel service.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return. For more information regarding our limited warranty and claims process, please review our Limited Warranty Terms, which are incorporated into by reference and form a part of these Terms.

For any third-party shipping outside of Cyrusher’s normal shipping process, Cyrusher cannot provide ANY additional shipping information or documentation.

Paypal Shipping Address

If your payment is processed by Paypal, please note that we only ship to the confirmed address provided by PayPal. Before you pay, please make sure your address in PayPal matches the address you would like us to ship to. If in any case of some countries and regions, we can not ship to, we will also inform you accordingly by email after your purchase.

Return Policy

Updated 17,Feb,2024

Important Tips

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 request for sending packing box(s) from Cyrusher to fulfill any return. 

WHAT IS 14 DAY FREE RETURNS?

We know that it’s important to find the right bike for you, which is why we offer 14 Day Free Returns. You’ll have the chance to try the bike that you’ve been lusting after online without the risk of getting stuck with it if it isn’t quite right. If you find that you’ve ordered the wrong size, decide to go for something different or just change your mind we’re here to help. Simply contact our Customer Services team by online form,  online chat, telephone or email to advise that you would like to return your order. For full details terms and conditions please see below.

IS MY ORDER ELIGIBLE FOR RETURN?

To be eligible for Free 14 Day Returns your order must meet the following criteria:

You must contact us and request your return within 14 days from the delivery date of your order as determined by return shipping company delivery reports.
You must retain all original packaging for the product and securely repackage the product into said packaging ready for the collection time agreed with us.
The product must be returned complete with all of its component parts including any ancillary parts. This includes pedals, keys, chargers, baskets, pannier racks, mudguards etc.

Your product must be returned in a reasonable condition and not show wear to a level exceeding that which could be expected for a 14 day trial period. For electric bikes the product is subject to a fair usage mileage of 10 miles. Anything above this will be charged at £5 per mile. This will be deducted from the amount refunded to you when the bike is returned.

WHAT CONSTITUTES REASONABLE CONDITION FOR RETURN?

To qualify for 14 day free returns your product must be in reasonable condition and have only sustained reasonable use. We fully expect that the product(s) you return may have been ridden or used during the trial period. However to receive a full refund the item(s) should not show wear to a level exceeding that which could be expected for a 14 day trial period; show any form of significant damage to the frame or components and should be returned in an acceptable level of cleanliness.

Electric bikes are subject to a fair usage mileage of 10 miles. Anything above this will be charged at £5 per mile. This will be deducted from the amount refunded to you when the bike is returned

HOW DO I RETURN MY ITEM?

We offer a free returns collection service through our courier; all orders must be returned to us on a collection organised by ourselves using authorized return shipping company. Please contact our Customer Services team to arrange a collection by online form,  online chat, telephone or email using the details on our Contact Us page. How you return your item to us will depend on which delivery method you selected at the checkout.

RETURNING A HOME DELIVERY ITEM:

After they have been made aware of your intention to return your product a member of our customer service team will provide you with a returns number and arrange a suitable date for its collection. You will then need to securely repackage your item(s) into their original packaging in time for the collection slot you have agreed with us. If you are unable to repackage your product into its original packaging there will be a charge to supply replacement packaging. A charge of £50 will be applied to your refund if we supply replacement packaging for bikes. After our courier has collected the item(s) from you it usually takes 2-3 working days for the products to be delivered to us. Once the item(s) arrive with us they will be inspected and your refund will be issued within 3 working days.

RETURNING CYCLING ACCESSORIES:

Please contact our Customer Services team to arrange a collectiony online form,  online chat, telephone or email using the details on our Contact Us page.

HOW LONG WILL MY REFUND TAKE?

Refunds are only issued after the products you ordered have been returned to us. Your refund will then be issued within 14 working days of us receiving your items. This period is required to allow us to inspect the bike and process the refund to your account.

WILL THERE BE ANY CHARGES TO PAY?

We offer a returns collection service for free through our authorized return shipping courier, however, if you are unable to repackage your product into its original packaging there will be a charge to supply replacement packaging. A charge of £50 will be applied if we supply replacement packaging for bikes.

Once the returned product has been returned to us it will be inspected by our service centre to ensure the product has returned in reasonable condition and has only sustained reasonable use. Assuming that the returned product meets this criterion a full refund will be processed. However, in extreme cases where the returned product has sustained significant damage or has been returned in an unacceptable condition charges will be applied to your refund. These charges will be decided on a case by case basis dependent on the severity of condition. In this case, we will contact you to make you aware of any charges that have been applied to your refund [before] your refund is processed.

Additional costs will be incurred if the product is returned without all of its original components. In this case, your monies will be refunded less the cost of the missing components and associated labour charges.

WARRANTY

WARRANTY POLICY

Updated 17,Feb,2024

This warranty only applies to the original owner of a Cyrusher. This warranty is limited to the replacement of defective parts at the sole discretion of Cyrusher. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement bike be issued, in such case, the original bike has to be shipped to Cyrusher’s facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not always be sent. The warranty is of 2 years for the bike, 1 year for the battery. This warranty does not include accessories, consumables, or normal wear, and tear parts. Cyrusher will not be liable and/or responsible for any damage, failure, or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage must be reported to Customer Services team by online form within 14 days after shipment arrival. In no event shall Cyrusher be responsible for any direct, indirect, or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with its products. Cyrusher may charge a minimum service fee, replacement part cost, for cases where the warranty policy may not apply. All replacements are limited to 1-time per item. All shipping for warranty must be pre-paid and insured by the customer. Cyrusher cannot be liable for lost in-bound packages. Warranty void where prohibited. To see warranty details visit www.cyrusher.co.uk.

Warranty Terms

Every electric bike bought from cyrusher.com and authorized sales channels is covered under our manufacturer's limited lifetime warranty for the original owner against defects in material or workmanship, including individual components as follows:

A) 2-Years Limited Warranty

Cyrusher bicycle components including a motor, controller, battery charger, frame, rims, stem, handlebar, headset, seat post, bottom bracket, crankset, and rear rack are warranted against manufacturer defects in materials and/or workmanship for 1 year or 1-time replacement from the date of original purchase, whichever comes first.

B) 1-Year Limited Warranty

Lithium-ion batteries, hydraulic brakes, front fork, bike computer, pedal assistant sensor, and shifting systems are warranted against manufacturing defects in materials and/or workmanship for 6 months or 1-time replacement from the date of original purchase, whichever comes first. The battery warranty does not include damage from power surges, use of an improper charger, improper maintenance, or another such misuse, normal wear, or water damage.

C) No Warranty

Please note that gears and accessories are excluded from this warranty policy but included in our Return Policy.

How to Apply for Warranty

Contact our Customer Services team by online form with the description of your problem and proof of purchase (i.e. order number, date of purchase, and purchase channel). 

What Will We Do?

If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective parts. We will replace any parts deemed to have been damaged during shipping. We will provide the owner a replacement product if the product cannot be repaired after a reasonable number of tries as determined by Cyrusher Team.

What Will We Not Do?

Cyrusher will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third-party service or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component. Cyrusher will not cover any damage that may occur during shipping if the owner uses its own shipping service. For more information, please check our Return Policy. We will not offer any warranty service to the owners who did not purchase from cyrusher.co.uk or authorized dealers.

Claims

All claims to this warranty must be made through Cyrusher. Proof of purchase will be required with any warranty request. Before making a warranty claim, we suggest that you contact our customer service team as there may be a simple fix for your problem. Valid warranty claims will be processed through Cyrusher within one year of initial purchase. Warranty claims may be submitted to Customer Services team by online form.

Shipping Damage Claims

IMMEDIATELY inspect your product(s) for damage. Shipping damage claims are extremely time-sensitive. We will not accept shipping damage claims later than 14 days from receiving of product. Note any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 14 days of delivery to Customer Services team by online form. 

Credit Card Chargebacks

If for any reason a credit card chargeback of any amount is issued on an order and the customer is still in possession of the product(s) within said order, the warranty will be paused until the chargeback is resolved.