Shipping & Returns

Please see individual product page for delivery times - Free Delivery On All Orders

Your card will be charged once the order has been placed. If you would like to pre-order an item we will charge your card to reserve your order.

Deliveries are made Monday to Saturday. You will receive a shipping confirmation email the next working day which will contain your tracking information.

For any additional queries about your order, please call us and we will resolve it for you.

Damages

We strongly advise that you inspect all items upon delivery and decline the delivery if your item is damaged. If your item has been damaged, please send clear photos of the damaged items to info@esenelectric.com. Once we have received clear evidence, we will start a claim on your behalf.

Order Cancellations

If you would like to cancel your order please call or email as soon as possible. Please ensure that your order number and contact information are clearly stated. Cancellations after 24 hours may be subject to additional fees as your order may have already been shipped.

Returns

Esen Electric offers a 14 - day returns policy on all products. Products must be returned in the same condition with all original packaging and parts. Any signs of wear and use may result in your refund being declined. Collection of your order is free of charge within the 14 - day period.

If you would like to arrange a return, please email info@esenelectric.com.

Refunds

Please note that we can only validate refunds within the 14 - day return period, and on the original payment method used to buy your item. Your refund may take up to 21 working days to reach your account. You will be notified by us when the refund has been completed. If you have any questions about this process please do not hesitate to contact us.

Basis Electric Bikes

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