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MULE
Salop Rd, Oswestry, Shropshire, SY11 2NR
📧 mule.cycles@gmail.com | 📞 01691 590361

MULE Terms & Conditions – In-Store & Online Sales

At MULE, we want you to love your electric bike as much as we do! These Terms & Conditions ensure a smooth experience for all customers, whether shopping in-store or online. If you have any questions, we’re always happy to help.

1. Cancellations, Returns & Refunds

1.1 Consumer Rights (In-Store & Online)

• Under the Consumer Rights Act, you have the right to reject goods within 30 days if they are faulty, unfit for purpose, or not as described. After this, you are entitled to a repair or replacement before a refund is considered.

• The Consumer Contracts Regulations allow online customers to cancel their order within 14 days of receiving the item. Refunds will be issued within 14 days of cancellation.

1.2 Change of Mind (In-Store & Online)

• In-Store Purchases: We do not accept returns for used electric bikes if you simply change your mind. However, we’re always happy to assist you before purchase.

• Online Purchases: If your purchase isn’t quite right, you may return it for a refund, credit, or exchange within 30 working days of receipt. Refunds are at the customer’s expense, but free exchanges are available for mainland UK orders.

• Items must be unused and in their original condition with intact packaging.

• Custom-made items cannot be returned unless previously agreed.

• Pre-loved/second-hand bikes are non-returnable, as they may show signs of use. We encourage customers to inspect second-hand bikes in-store before purchasing.

1.3 Faulty or Defective Bikes (In-Store & Online)

• Customers have 30 days from delivery or collection to report any manufacturer defects.

• We will repair or replace the defective component. If we cannot resolve the issue, a refund or exchange will be offered.

• The issue must be proven and not caused by misuse, wear and tear, or accidental damage.

1.4 Returns Under Warranty

• If a fault arises after 30 days, the warranty applies. We repair before refunding, ensuring you get back on the road quickly!

1.5 Returns Process

• Notify us before returning an item by email or phone.

• Customers must return goods in their original condition and are responsible for return costs unless the item was delivered damaged or incorrectly.

• Refunds are processed within 14 days of cancellation.

2. Order Cancellations (In-Store & Online)

• In-Store: Once an order is paid for and taken home, it’s final. We’re happy to help ensure you make the right choice before purchase.

• Online: Orders can be cancelled before dispatch for a full refund. If the order has shipped, return shipping costs will be deducted from the refund.

3. Delivery & Collection (Online Purchases Only)

• Orders will be processed and shipped within 30 days of purchase.

• Standard delivery takes up to 7 working days after dispatch.

• Customers can choose in-store collection, subject to availability.

• MULE is not responsible for transit damage caused by third-party couriers but will assist in resolving issues.

4. Warranty & Repairs

• All electric bikes from MULE include a manufacturer’s warranty covering key components (motor, battery, frame) for a set period.

• The warranty does not cover wear and tear, accidental damage, or unauthorized modifications.

5. Website Terms & Use

• You may use this website in accordance with these terms.

• We strive for 24/7 website availability but cannot guarantee uninterrupted access due to maintenance or technical issues.

• Any material submitted by users (excluding personal data) is considered non-confidential and may be used by MULE as needed.

• Users must not post harmful, offensive, or illegal content. Any breaches will be reported to authorities.

• Links to third-party sites do not imply endorsement; MULE is not responsible for their content.

6. Vulnerable Customer Policy

MULE is committed to fair treatment for all customers, including those in vulnerable circumstances. Our staff is trained to recognize and assist vulnerable customers appropriately. If you need additional support, please let us know.

7. Complaints Process

We aim to resolve complaints as quickly as possible. If your issue is not resolved within 5 working days, we will provide an update. If further resolution is required, we will respond within 14 working days.

For complaints, please contact us:
📧 mule.cycles@gmail.com
📞 01691 590361
🏠 MULE, Salop Rd, Oswestry, Shropshire, SY11 2NR

At MULE, we want you to have the best possible experience with your electric bike. If you ever need assistance, just reach out—we're always happy to help! 🚴‍♂️⚡