RETURNS – ONLINE
For items purchased online, you can send them back for a full refund within 28 days, provided it has not been used or fitted, and is returned with any packaging that form part of the goods with a valid proof of purchase.
If your item is faulty, please complete and include the Returns Form with your goods when sending it back to us. Please retain your proof of postage as we will need that to reimburse you the cost of the return for the faulty items. This will be done once the return has been processed.
Here's the return address:
Willow eBikes
2 Station Gate
Melrose
TD6 9PS
Scottish Borders
For yours and our safety: if your items are glassware or ceramic, please email pictures to us and don't send anything back until we've been in contact with you.
For any returns, the original packaging and swing tickets, where applicable, need to still be in place.
Please note: Unfortunately, you can't return personalised or bespoke items, items which deteriorate or expire rapidly, or items that are sealed for hygiene reasons.
RETURN – BOUGHT IN STORE
To return your item(s) bought in store for a credit note or where possible make an exchange, visit the Willow eBikes store within 28 days of purchase provided your item has not been used or fitted, and is returned with any packaging that form part of the goods with a valid proof of purchase.
If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.