MULE Terms & Conditions – In-Store & Online Sales
AtMULE, we want you to love your electric bike as much as we do! These Terms & Conditions ensure a smooth experience for all customers, whether shoppingin-store or online. If you have any questions, we’re always happy to help.
1. Cancellations, Returns & Refunds
1.1 Consumer Rights (In-Store & Online)
Under theConsumer Rights Act, you have the right toreject goods within 30 daysif they are faulty, unfit for purpose, or not as described. After this, you are entitled to arepair or replacementbefore a refund is considered.
TheConsumer Contracts Regulationsallowonline customersto cancel their orderwithin 14 daysof receiving the item. Refunds will be issued within14 daysof cancellation.
1.2 Change of Mind (In-Store & Online)
In-Store Purchases:We donot accept returnsforusedelectric bikes if you simply change your mind. However, we’re always happy to assist you before purchase.
Online Purchases:If your purchase isn’t quite right, you may return it for arefund, credit, or exchange within 30 working daysof receipt. Refunds are at the customer’s expense, butfree exchanges are available for mainland UK orders.
Items must beunused and in their original conditionwith intact packaging.
Custom-made itemscannot be returned unless previously agreed.
Pre-loved/second-hand bikes are non-returnable, as they may show signs of use. We encourage customers to inspect second-hand bikes in-store before purchasing.
1.3 Faulty or Defective Bikes (In-Store & Online)
Customers have30 daysfrom delivery or collection to report anymanufacturer defects.
We willrepair or replacethe defective component. If wecannot resolve the issue, a refund or exchange will be offered.
The issue must beprovenand not caused by misuse, wear and tear, or accidental damage.
1.4 Returns Under Warranty
1.5 Returns Process
Notify usbefore returning an itemby email or phone.
Customers mustreturn goods in their original conditionand are responsible for return costs unless the item was delivered damaged or incorrectly.
Refunds are processedwithin 14 daysof cancellation.
2. Order Cancellations (In-Store & Online)
In-Store:Once an order is paid for and taken home, it’s final. We’re happy to help ensure you make the right choice before purchase.
Online:Orders can be cancelledbefore dispatchfor a full refund. If the order has shipped, return shipping costs will be deducted from the refund.
3. Delivery & Collection (Online Purchases Only)
Orders will be processed and shippedwithin 30 daysof purchase.
Standard delivery takesup to 7 working daysafter dispatch.
Customers can choosein-store collection, subject to availability.
MULE is not responsible for transit damagecaused by third-party couriers but will assist in resolving issues.
4. Warranty & Repairs
All electric bikes fromMULEinclude amanufacturer’s warrantycovering key components (motor, battery, frame) for a set period.
The warranty doesnotcover wear and tear, accidental damage, or unauthorized modifications.
5. Website Terms & Use
You may use this website in accordance with these terms.
We strive for 24/7 website availability but cannot guaranteeuninterrupted accessdue to maintenance or technical issues.
Anymaterial submitted by users(excluding personal data) is considered non-confidential and may be used byMULEas needed.
Users must not postharmful, offensive, or illegal content. Any breaches will be reported to authorities.
Links to third-party sites do not imply endorsement;MULEis not responsible for their content.
6. Vulnerable Customer Policy
MULEis committed to fair treatment for all customers, including those in vulnerable circumstances. Our staff is trained to recognize and assist vulnerable customers appropriately. If you need additional support, please let us know.
7. Complaints Process
We aim to resolve complaints as quickly as possible. If your issue is not resolved within5 working days, we will provide an update. If further resolution is required, we will respond within14 working days.
For complaints, please contact us:
📧[email protected]
📞01691 590361
🏠MULE, Salop Rd, Oswestry, Shropshire, SY11 2NR
AtMULE, we want you to have the best possible experience with your electric bike. If you ever need assistance, just reach out—we're always happy to help! 🚴♂️⚡