FAQ's
Frequently Asked Questions (FAQ's)
Welcome to the Swift Ebike Hub's FAQ's page! We’ve compiled answers to some of the most common questions we receive about electric bikes, delivery, shipping, returns, finance, and more. If you can’t find what you’re looking for, our friendly customer service team is here to help.
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**General E-Bike Questions**
1. **What is an electric bike (e-bike)?**
An electric bike is a bicycle equipped with an electric motor that assists with pedalling. E-bikes are powered by a rechargeable battery and provide varying levels of assistance to make riding easier, especially on hills and long distances.
2. **Do I need a license or insurance to ride an e-bike in the UK?**
No, you do not need a license or insurance to ride an electric bike in the UK, as long as the e-bike meets the UK government’s requirements: a maximum power output of 250W and a top speed of 15.5 mph. Riders must be at least 14 years old.
3. **How far can an e-bike travel on a single charge?**
The range depends on factors like the model, battery size, terrain, rider weight, and the level of assistance used. Most e-bikes can cover between 20 to 60 miles on a single charge. Some high-performance models may offer longer ranges.
4. **How long does it take to charge an e-bike battery?**
Charging times vary depending on the battery capacity and charger type. Typically, it takes between 3 to 6 hours to fully charge an e-bike battery.
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**Delivery & Shipping**
5. **Do you deliver across the UK?**
Yes, we offer delivery across the UK, including England, Scotland, Wales, and Northern Ireland. Delivery times may vary depending on your location.
6. **How much does delivery cost?**
We offer **free delivery** on all e-bike orders over £500 across the UK. Smaller accessories may have a shipping fee, which will be calculated at checkout.
7. **How long will delivery take?**
Our standard delivery time is 3-7 business days for mainland UK addresses. For more remote areas, including Northern Ireland, delivery may take up to 10 business days.
8. **Can I track my order?**
Yes, once your order has been dispatched, you will receive a tracking number via email so you can follow your e-bike’s journey from our warehouse to your door.
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**Cancellation & Changes**
9. **Can I cancel or change my order after placing it?**
Yes, you can cancel or make changes to your order before it has been dispatched. To do so, please contact us as soon as possible at **support@swiftebikehub.com**. If your order has already been dispatched, our return policy will apply.
10. **What if I’ve ordered the wrong e-bike or accessory?**
If you’ve made a mistake with your order, contact us immediately to amend it. If the item has already been shipped, you may need to wait for delivery and then return the item for an exchange or refund.
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**Returns & Refunds**
11. **What is your return policy?**
We offer a **14-day return policy**. If you're not completely satisfied with your purchase, you can return your e-bike within 14 days of delivery, provided it’s in new, unused condition and in its original packaging. A restocking fee may apply.
12. **How do I return an e-bike?**
To initiate a return, contact us at **returns@swiftebikehub.com**. We will provide instructions for returning the e-bike, including shipping arrangements. Please note that you are responsible for return shipping costs unless the bike is faulty or incorrect.
13. **How long does it take to process a refund?**
Refunds are processed within 7-10 business days after we receive and inspect the returned item. You will receive a confirmation once the refund has been issued.
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**Warranty & Repairs**
14. **What warranty comes with my e-bike?**
All of our e-bikes come with a **standard 1-year manufacturer’s warranty**, which covers the motor, battery, and frame. Some brands may offer extended warranties—please refer to the individual product page for specific warranty details.
15. **What does the warranty cover?**
The warranty typically covers defects in materials and workmanship, including the motor, battery, and electrical components. It does not cover wear and tear, improper use, or damage from accidents.
16. **How do I make a warranty claim?**
If you believe your e-bike has a manufacturing defect, contact us at **support@swiftebikehub.com** with details and photos of the issue. We will guide you through the warranty claim process, including repair or replacement options.
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**Financing & Payment**
17. **Do you offer financing options?**
Yes, we offer **flexible financing options** through our partners. This allows you to spread the cost of your e-bike over manageable monthly payments. Options may include interest-free financing, depending on your eligibility.
18. **How do I apply for financing?**
During checkout, you will have the option to select financing as your payment method. You’ll be redirected to our financing partner’s application page, where you can apply for a payment plan that suits you.
19. **What payment methods do you accept?**
We accept all major credit and debit cards, including Visa, MasterCard, and American Express. We also accept payments through PayPal.
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**Product Information & Maintenance**
20. **How do I choose the right e-bike for me?**
Consider your riding habits, terrain, and needs when choosing an e-bike:
- **Commuting**: Choose a lightweight city or hybrid e-bike.
- **Off-road riding**: Opt for a mountain e-bike with robust suspension and larger tires.
- **Long-distance rides**: Look for models with larger battery capacities for extended range.
If you need further assistance, our team is happy to help!
21. **How do I maintain my e-bike?**
To keep your e-bike in top condition, regular maintenance is key. This includes:
- Keeping the battery charged (avoid full discharge).
- Lubricating the chain.
- Checking tire pressure regularly.
- Ensuring brakes and gears are properly adjusted.
You should also schedule periodic services with a qualified bike mechanic.
22. **Can I ride my e-bike in the rain?**
Yes, most e-bikes are designed to be water-resistant and can handle light rain and wet conditions. However, it’s important not to submerge the electrical components or expose the bike to prolonged heavy rain. Always dry the bike thoroughly after wet rides.
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**Contact Us**
If you have any other questions or need further assistance, don’t hesitate to reach out!
- **Email**: support@swiftebikehub.com
- **Phone**: 0333 880 7729
- **Live Chat**: Available on our website during business hours.
We’re here to help you get the most out of your e-bike experience!