Return Shipping, Collection & Return CostsUpdated an hour ago
Return transport for an e-bike, e-trike or lithium-battery product needs to be arranged carefully. Please wait for Ridewave’s written return instructions before booking a courier, dropping an item at a depot or sending anything back.
Who pays for return freight?
For an approved change-of-mind return, customers normally pay for secure return freight and packaging. Original delivery costs, return freight, applicable restocking costs and payment-provider charges may be deducted from the refund where applicable.
If the return relates to a verified Ridewave fault, incorrect item or approved freight issue, the appropriate transport arrangement is assessed case by case. Do not assume that every issue is handled in the same way, and do not pay a third party for a repair or return service before Ridewave has confirmed the plan in writing.
Keep the original carton and packaging
Original packaging is important for any bulky return. Keep the outer carton, internal protective materials, manuals, keys, charger and every supplied accessory until you have decided to keep the order.
If a return is approved, the item must be packed securely in its original packaging unless we tell you otherwise. We cannot accept responsibility for damage caused by inadequate packaging during customer-arranged return transit.
Collection and bulky freight
An e-bike or e-trike may require a bulky-freight collection rather than a standard parcel return. The available carrier, collection location and timing depend on the product, packaging, postcode and the reason for return. Do not assume a standard parcel shop can accept a large vehicle carton.
Where Ridewave confirms a collection, please make sure the carton is accessible, secure and ready at the agreed location. A missed collection or a shipment refused without prior agreement can create extra carrier charges.
Lithium batteries and chargers
Lithium-ion batteries are subject to carrier and dangerous-goods requirements. Do not send a battery, charger or battery-powered vehicle separately unless Ridewave has given you specific return instructions. If a battery is damaged, swollen, leaking or unusually hot, do not charge or transport it—contact Ridewave immediately for safe next steps.
Need help?
Contact Ridewave with your order number, item, reason for return and postcode. We will review the request and provide the correct approved method before a return is shipped.