Last updated: May 2026 · electrily.co.uk
Overview
We want you to be completely happy with your new electric vehicle. If something isn’t right, we’re here to help. Please read this policy carefully before making a purchase.
Return window
You may request a return within 28 days of receiving your vehicle. Requests made after this period cannot be accepted.
Under the UK Consumer Contracts Regulations 2013, you have a statutory right to cancel online orders within 14 days. Our 28-day window gives you even more time.
Eligibility conditions
To be eligible for a return, your vehicle must meet all of the following conditions:
- Returned within 28 days of delivery
- In its original, unused condition — the vehicle must be in a fully resaleable state
- No signs of use, wear, scratches, scuffs, or any indication the vehicle has been ridden or operated beyond an initial inspection
- All original packaging, accessories, keys, and documentation included
- Odometer/mileage reading consistent with delivery only (zero or near-zero)
- No registration has been applied for or completed
Important: If a vehicle is returned showing evidence of use — including wear on tyres, handlebars, pedals, seats, or any increase in mileage beyond delivery — and no manufacturing fault is present, we will not authorise a return or issue store credit. The vehicle will be made available for collection at the customer’s expense.
Non-returnable items
The following cannot be returned under any circumstances:
- Vehicles showing evidence of use with no manufacturing fault present
- Vehicles that have been registered with the DVLA
- Vehicles with mileage beyond what is consistent with delivery and initial inspection
- Custom-ordered or specially configured vehicles
- Vehicles damaged through misuse, accident, or neglect
- Accessories or parts that have been installed or used
How to start a return
1
Contact our team at returns@electrily.co.uk within 28 days of delivery with your order number and reason for return.
2
We will review your request and respond within 2 business days with a Return Merchandise Authorisation (RMA) number if approved. Returns sent without an RMA number will be refused.
3
Arrange and pay for return delivery to our address using a suitable, fully insured courier or specialist transporter.
4
On receipt, we will inspect the vehicle. If it meets the eligibility conditions above, we will process your store credit or exchange within 5 business days. If evidence of use is found and no fault is present, the return will be declined and we will contact you.
Return shipping costs Customer pays
Return shipping is the customer’s responsibility and cost. We strongly recommend using a fully insured, tracked service. Electrily is not liable for vehicles lost or damaged in transit during a return.
If your return is due to a verified manufacturing fault or an error on our part, we will arrange and cover the cost of collection.
Refunds Store credit & exchanges
We do not offer cash or card refunds for change-of-mind returns. Approved returns will receive one of the following:
- Store credit — issued to your Electrily account, valid for 24 months, redeemable against any purchase on electrily.co.uk
- Exchange — swap for another vehicle or product of equal or greater value (difference to be paid by the customer)
Please note: Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If your vehicle is faulty or not as described, you may be entitled to a full refund regardless of the above. Please contact us immediately in such cases.
Faulty or damaged vehicles
If your vehicle arrives damaged or develops a fault within 30 days of delivery, please contact us immediately. Under the Consumer Rights Act 2015, you have the right to a full refund, repair, or replacement. We will arrange collection at no cost to you.
Contact us
Have a question about a return? We’re happy to help.
returns@electrily.co.uk
electrily.co.uk