2. Placing an order

When you place an order, you are offering to buy the products shown in your basket on the basis of the information and terms made available to you during the purchase process.

When we may be unable to accept an order

We may be unable to accept an order for reasons such as:

• the product becoming unavailable;
• an obvious pricing or listing error;
• payment or fraud-prevention checks failing;
• a delivery address being outside the available service area;
• a supplier or fulfilment restriction;
• legal or regulatory restrictions; or
• an unusually large or clearly commercial/resale order that we cannot fulfil.

If we cannot accept an order, we will let you know and refund any amount that should be returned to you.

4. Product information

We aim to make product descriptions, specifications, sizing, road-use information, images and pricing as accurate and useful as reasonably possible.

Many specifications originate from manufacturers or suppliers. We may also verify, clarify or re-present that information to make comparisons easier.

Images & colours

Product images are intended to represent the product accurately, but minor differences can arise from lighting, screen settings, manufacturing changes or differences between variants.

Where a particular specification, component or colour is especially important to you, please ask us before ordering if you need confirmation.

Specification changes

Manufacturers occasionally make running specification changes. Where a change is material to an order that has already been placed, we will deal with it fairly and in accordance with your contractual and statutory rights.

Range figures

E-bike range figures are estimates rather than guarantees. Actual range can vary materially according to factors such as rider weight, terrain, gradient, speed, assistance level, weather, tyre pressure, battery condition and temperature.

6. Bike setup, assembly & first use

How an e-bike arrives depends on the brand, model and delivery method. Some bikes arrive fully assembled while others arrive boxed or partially assembled and require final preparation before riding.

If your bike arrives boxed or partially assembled, follow the manufacturer's instructions carefully and make sure any remaining assembly, adjustment and safety checks have been completed correctly before first use.

Unless the product page or manufacturer specifically requires professional assembly, you do not automatically have to use a professional mechanic. However, if you are not confident carrying out the work or safety checks correctly, we strongly recommend using a competent bicycle mechanic or suitably trained cycle professional.

See our Warranty, Repairs & Aftercare Policy for more detail.

8. Cancellations, returns & refunds

Consumers buying online usually have statutory cancellation rights in addition to rights relating to faulty goods.

For most standard change-of-mind online purchases, you have 14 days after receiving the goods to tell us that you wish to cancel, followed by a further 14 days in which to return them.

Exceptions can apply to certain goods or circumstances.

Condition of change-of-mind returns

You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning.

If an e-bike has been ridden or otherwise used beyond reasonable inspection and this causes a genuine reduction in value, an appropriate deduction may be made from the refund where the law allows.

Return transport

For change-of-mind e-bike returns, customers are normally responsible for return transport. Collection from most mainland UK addresses typically costs around £50–£100, although the actual cost can vary by bike, packaged size, location and courier.

Faulty, damaged or incorrect goods are dealt with separately.

Full details are set out in our Returns & Refunds Policy .

10. Finance, instalments & Cycle to Work

Finance & instalment providers

Where finance or instalment options are offered, the relevant provider's own eligibility criteria, approval process and contractual terms also apply.

Chilled Rides cannot guarantee that a particular application will be approved.

Where a purchase is financed, cancellations, returns and refunds may need to be processed in conjunction with the finance provider.

Cycle to Work schemes

Cycle to Work purchases are also subject to the terms, eligibility rules and voucher or payment process of the relevant scheme provider and employer.

Only products eligible under the applicable scheme and legal requirements can be supplied through that route.

12. Using our website

You may use the website for lawful personal or business purposes connected with browsing, purchasing from or communicating with Chilled Rides.

You must not knowingly:

• use the site for unlawful or fraudulent purposes;
• introduce malware, viruses or other harmful code;
• attempt to bypass or interfere with website security;
• gain unauthorised access to systems, accounts or data;
• use automated tools in a way that materially disrupts the site;
• misrepresent your identity for fraudulent purposes;
• infringe our intellectual property or the rights of another person; or
• use the site in a way that causes unlawful harm to other users or Chilled Rides.

We may restrict or suspend access where reasonably necessary to protect the website, customers, our systems or our legal rights.

14. Reviews, feedback & user-submitted content

If you submit a review, testimonial, photograph, comment or other material for publication, you confirm that you have the right to provide it and that it does not unlawfully infringe another person's rights.

Where you intentionally submit content for public display or promotional use, you grant us a non-exclusive, royalty-free licence to reproduce, display and format that content for those purposes, subject to applicable privacy and consumer law.

We may decline to publish or may remove user content where reasonably necessary because it is unlawful, fraudulent, abusive, irrelevant, infringes third-party rights or breaches our website rules.

16. Email, SMS & electronic communications

We may send service communications necessary to administer an order, account, delivery, return, safety issue or support request.

Promotional emails or messages are subject to applicable marketing and privacy rules. Where you receive promotional communications, you can opt out using the unsubscribe method provided or by contacting us.

Marketing consent is not a condition of buying from Chilled Rides.

Your mobile or communications provider may apply its normal charges for receiving or sending messages.

18. Our responsibility to you

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or restricts:

• your statutory rights relating to goods or services;
• liability for death or personal injury caused by negligence;
• liability for fraud or fraudulent misrepresentation; or
• any other liability which cannot lawfully be excluded or restricted.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill, subject to the rules and limitations permitted by law.

We are not normally responsible for losses that were not reasonably foreseeable when the contract was made, or for business losses arising from products purchased wholly for business purposes where consumer law does not apply.

20. Changes to these Terms

We may update these Terms from time to time for future use of the website and future orders, for example because our services, technology or legal requirements change.

The version applicable to an existing purchase is determined by the terms and information forming part of that contract. We will not retrospectively change material contractual information simply by publishing new website wording where your agreement would legally be required.

22. Governing law & disputes

These Terms and contracts with Chilled Rides are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you because of where you live.

If you are a consumer living elsewhere in the UK, nothing in this clause removes mandatory rights or prevents you from relying on protections or jurisdiction rights that applicable law gives you.

We encourage customers to contact us first if a problem arises so that we have an opportunity to resolve it promptly and fairly.

Related policies & information

• Returns & Refunds Policy
• Shipping Policy
• Delivery & Returns
• Warranty, Repairs & Aftercare Policy
• UK E-Bike Road Use Guide
• Privacy Policy
• Cookie Policy