Refund policy

Last updated: July 2026

This Returns, Refunds & Warranty Policy applies to orders placed on www.purepedal.uk.

Pure Pedal is operated by IMREN LIMITED, a company registered in Hong Kong. Pure Pedal serves UK customers through our online store and UK fulfilment support.

This policy does not affect your statutory rights.

1. Return Window

For online orders, customers may contact us within 14 days of receiving the item to request a return or cancellation.

After your return request has been approved, the item should be returned within 14 days according to the return instructions provided by Pure Pedal Customer Support.

Please contact Pure Pedal Customer Support before returning an item so that we can provide the correct return instructions and warehouse details. Returns sent without prior contact may experience processing delays. This does not affect your statutory rights.

2. Return Eligibility

To be eligible for a non-defective return, the return request must be made within the applicable return period.

Customers may reasonably inspect an item in the same way that they would be permitted to inspect it in a physical shop. The item should be returned in good condition with all included parts, accessories, charger, keys, tools and manuals.

Original packaging should be retained and used where reasonably possible, particularly for large products such as electric bicycles.

If an item has been handled or used beyond what is reasonably necessary to inspect it, or is returned damaged or with missing parts, Pure Pedal may reduce the refund to reflect any loss in value, where permitted by applicable law.

This does not affect your statutory rights.

3. Non-Defective Returns

Non-defective returns include returns due to:

Change of mind
Ordered the wrong item
No longer needed
Personal preference
Item not suitable for your own use

For non-defective returns, the customer is responsible for the return shipping cost.

For one electric bike returned from a UK mainland address, if Pure Pedal arranges the return collection, a Return Collection Fee of £150 will be deducted from the refund.

This is a collection and transportation charge. Pure Pedal does not charge a restocking fee.

For remote areas, Northern Ireland, Scottish Highlands, Scottish Islands, Isle of Man, Channel Islands, Isle of Wight or other offshore locations, the return collection cost must be confirmed before the return is arranged.

Customers may also arrange their own return shipping at their own cost, but the return must be sent using a suitable tracked and insured courier service. The customer remains responsible for the item until it is safely received at our UK return warehouse.

Please contact Pure Pedal Customer Support before sending any item back.

4. Defective, Damaged or Incorrect Items

Please contact us as soon as possible if your item is:

Defective
Damaged during delivery
Not as described
Incorrect
Missing important parts
Different from the item you ordered

For delivery damage, please contact us within 48 hours of receiving the order and provide clear photos of the packaging and damaged item.

Reporting delivery damage within 48 hours helps us investigate courier claims quickly, but this timeframe does not limit your statutory rights.

If the issue is confirmed as a product fault, shipping damage, incorrect item, or our mistake, Pure Pedal will cover reasonable return shipping costs or provide suitable return instructions.

Depending on the situation, we may offer:

Replacement parts
Repair support
Exchange
Return and refund
Other reasonable after-sales support

5. Return Shipping Cost

For a non-defective electric bike return from an eligible UK mainland address, if Pure Pedal arranges collection, a Return Collection Fee of £150 will be deducted from the refund.

This is a collection and transportation charge. Pure Pedal does not charge a restocking fee.

For one electric bike returned from a UK mainland address, the return collection fee is £150 if the return collection is arranged by Pure Pedal.

For confirmed defective, damaged, incorrect or not-as-described items, Pure Pedal will cover reasonable return shipping costs after the issue has been reviewed and confirmed by our support team.

Please do not return any item to our warehouse without contacting us first.

6. No Restocking Fee

Pure Pedal does not charge a restocking fee for approved returns.

However, return shipping costs, failed delivery charges, remote-area delivery charges, missing parts, product damage, excessive use, or loss in product value may be deducted from the refund where applicable and permitted by law.

7. Return Address

Authorised returns should be sent to our UK return warehouse only after approval by Pure Pedal Customer Support.

UK Return Address / Warehouse Address:

Unit C1, Swift Point
Swift Valley Industrial Estate
Rugby, CV21 1QH
United Kingdom

Phone: +44 20 4568 9686

Important notes:

This is our UK return warehouse and fulfilment warehouse.
This is not a walk-in retail store.
This is not a customer service office.
Please do not send returns to our Hong Kong registered business address.
Please contact Pure Pedal Customer Support before returning an item so that we can provide the correct return instructions and warehouse details. Returns sent without prior contact may experience processing delays. This does not affect your statutory rights.

8. Return Process

To request a return, please follow these steps:

Contact us by email at support@purepedal.uk
Include your order number and reason for return
Provide photos or videos if the item is damaged, faulty, incorrect, or missing parts
Wait for Pure Pedal Customer Support to review your request
If approved, we will provide return instructions
Package the item securely and return it according to our instructions
Keep your return tracking number and proof of postage
After the returned item has been received and inspected, we will process the refund or arrange the next suitable solution

9. Refund Time

Once the returned item has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 calendar days after we receive and inspect the returned item.

If Pure Pedal arranges a return collection for a non-defective electric bike return, the applicable return collection fee will be deducted from the refund.

Refunds will be issued to the original payment method used for the order.

Original standard delivery charges will be refunded where required by applicable law. Upgraded delivery charges, remote-area delivery charges, failed delivery charges, return collection fees or additional services may not be refundable unless the return is caused by a confirmed product fault, shipping damage or our error.

After the refund has been issued by Pure Pedal, the time it takes to appear in your account may depend on your bank, card issuer, PayPal or payment provider.

10. Exchanges

We do not guarantee direct exchanges for all products.

If you need a different item, please contact our customer support team first. Depending on stock availability and the reason for exchange, we may offer:

Replacement parts
Product exchange
Return and refund
A new order after the original return is completed

11. Items That Cannot Be Returned

We may not accept returns in the following situations:

The return request is made after the eligible return period
The item has been damaged by misuse, accident, neglect, or improper storage
The item has been modified, repaired, unlocked, or altered without our approval
The item is missing important accessories, charger, battery, keys, manual, or original parts
The serial number, label, or product identification has been removed or damaged
The item is not safely packaged for return delivery
The item shows signs of excessive use beyond reasonable inspection

This does not affect your statutory rights if the item is faulty, not as described, or not fit for purpose.

12. Warranty Coverage

Pure Pedal provides limited warranty support for eligible IMREN electric bikes purchased from www.purepedal.uk.

Warranty coverage:

Frame: 1 year
Battery: 1 year
Motor: 1 year
Controller: 1 year
Display: 1 year
Charger: 6 months

Warranty covers manufacturing defects under normal use.

Warranty does not cover:

Normal wear and tear
Tyres, brake pads, grips, chains, and other consumable parts
Accidental damage
Water damage caused by improper use, cleaning, or storage
Damage caused by misuse, collision, overloading, or poor maintenance
Unauthorised modification, unlocking, repair, or alteration
Battery damage caused by incorrect charging, deep discharge, improper storage, or use of an unauthorised charger

For warranty support, please contact us with your order number, photos or videos of the issue, and a clear description of the problem.

13. Contact Us

If you have any questions about returns, refunds, exchanges, or warranty support, please contact us before sending any item back.

Customer Support Email: support@purepedal.uk
Phone: +44 20 4568 9686
Service Hours: Monday – Friday, 9:00 AM – 5:00 PM UK Time
Website: www.purepedal.uk