FAQ's
Get's answers to the most common questions about the service.
For Buyers / Approved Used eBikes
12 Month Warranty, 14-day returns and everything about buying an Approved Used e-bike
Why Buy An Approved Used Electric Bikes from eBikeBuyer?
Why Buy An Approved Used Electric Bikes from eBikeBuyer?
Electric bikes are becoming more and more popular due to their significant advantages of extra power and versatility versus non-electric versions. New electric bikes are still considerably more expensive than non-electric versions and this has led to a growing demand for quality used bikes. eBikeBuyer takes away the uncertainty and risks involved with buying second hand by only selling approved, tested and quality pre-owned bikes including a comprehensive warranty. Our 14 day money back guarantee gives you added reassurance that if the bike is not right for you or you have simply changed your mind, you can return it for a full refund or exchange.
What Condition Bikes Do You Sell?
What Condition Bikes Do You Sell?
We only sell bikes that are in full working order and a minimum of good condition. Our condition classifications can be viewed here. We don't sell any bikes with significant cosmetic damage or missing parts. All our bikes are fully tested and approved to be in full working order. All our bikes come complete with battery, charger and keys if applicable.
What Warranty Do You Offer?
What Warranty Do You Offer?
All our approved used electric bikes come with a 12 month warranty that covers any faults or defects to all main components including the frame, motor, battery and electrics. To utilise the warranty simply contact us at info@ebikebuyer.com quoting your order reference and we will advise the next steps. You can use a local authorised bicycle repair shop to complete any diagnosis/repairs under our warranty however this requires our prior approval. Costs for any approved works undertaken will be reimbursed with a valid receipt/invoice. If the fault is not economic to repair, we will provide you with a replacement bike of equal value.
What Happens If I Change My Mind?
What Happens If I Change My Mind?
We offer a 14 day money back guarantee on all our used electric bikes. If for any reason you do not want to keep your electric bike we will offer a full refund provided it is returned in exactly the same condition and no more than 50 miles completed. We understand that customers need some reassurance when buying online and this gives you the opportunity to make sure the bike is right for you.
Can You Deliver To My Area?
Can You Deliver To My Area?
We deliver across mainland UK. For more remote parts of Scotland a delivery surcharge may apply. Please contact us if you are unsure if your area is covered.
How Long Does Delivery Take?
How Long Does Delivery Take?
Once your order is placed please allow 3-5 working days for delivery via our secure couriers.
Do You Offer Part Exchange?
Do You Offer Part Exchange?
Yes we can offer part exchange on your existing electric bike (subject to conditions). Please contact customer services for further information on the process.
Do I Need A Special Licence To Ride An Electric Bike?
Do I Need A Special Licence To Ride An Electric Bike?
No. All our electric bikes are classified as pedal bikes so do not require any additional licence to use.
Can I Pick Up My e-Bike From You?
Can I Pick Up My e-Bike From You?
Yes. Our bikes are stored in a separate storage facility in Hemel Hempstead, Hertfordshire. Full details are available at checkout.
Do You Offer Finance?
Do You Offer Finance?
We do not offer finance arrangements, however if you purchase through PayPal you may be eligible to spread your payments over time. We suggest you contact PayPal directly regarding this offer.
How Do I Make A Complaint?
How Do I Make A Complaint?
We hope your experience with eBikeBuyer is trouble free but if you have any problem with your order and would like to make a complaint, please contact us on 0800 689 0372 or email info@ebikebuyer.com and a member of customer service team will be happy to assist.
For Buyers / Marketplace eBikes
Buyer Protection, Delivery and everything about buying a used e-bike from a private seller.
Can I Return An e-Bike Bought Through A Private Listing?
Can I Return An e-Bike Bought Through A Private Listing?
Our buyer protection guarantee provides you with the right to return an e-Bike if it arrives significantly 'not as described'. You have 48 hours after receiving your e-Bike to notify us and make a claim under this policy. We will put your order on pause and review the claim. You may be asked to provide photographic evidence relating to the issue. For valid claims, we will arrange to have the e-Bike returned and provide you with a full refund, including any shipping costs incurred.Our Buyer Protection Guarantee does not apply if you have changed your mind or have ordered the wrong size frame (unless inaccurately listed). See our Terms and Conditions for further details.
Can I Cancel An Order?
Can I Cancel An Order?
You can cancel your order in the following circumstances:
- The collection from the seller has taken more than 5 working days from the date of your order.
- The collection has not yet been confirmed/booked.
- The seller no longer has the e-Bike available
Can You Deliver To My Area?
Can You Deliver To My Area?
We deliver across mainland UK. For more remote parts of Scotland a delivery surcharge may apply. Please contact us if you are unsure if your area is covered.
How Long Does Delivery Take?
How Long Does Delivery Take?
Once your order is placed please allow 4-7 working days for delivery via our secure couriers.
What Owner Checks Are Completed?
What Owner Checks Are Completed?
We verify ownership for all e-Bikes listed on the marketplace. We check the sellers proof of purchase and frame numbers are checked against stolen bike registers.
How Will The e-Bike Be Delivered?
How Will The e-Bike Be Delivered?
Most e-Bikes will be delivered fully assembled and ready to ride. If the seller is located in more remote parts of Scotland your e-Bike may arrived boxed and will require some assembly.
How Do I Make A Complaint?
How Do I Make A Complaint?
We hope your experience with eBikeBuyer is trouble-free but if you have any problem with your order and would like to make a complaint, please contact us on 0800 689 0372 or email info@ebikebuyer.com and a member of customer service team will be happy to assist.
For Sellers
Private seller listings, guaranteed and cash options and everything sellers need to know about selling their used e-bike.
Do I Need To Provide Any Paperwork?
Do I Need To Provide Any Paperwork?
If you wish to proceed with selling through our website, we require proof of purchase of the e-Bike to prove you are the owner. This can be in the form of a paper receipt or email order confirmation. If you have difficulty obtaining this please contact us and we can advise alternative proof. In certain cases we may need copies of ID to confirm ownership.
How Will You Make Payment?
How Will You Make Payment?
Payment is made via bank transfer only.
Private Seller listings (applicable for sales completed from 31/05/26)
For first-time sellers, your payout will be released 10 working days after the eBike has been delivered to, or collected by, the buyer.
For repeat sellers, your payout will be released within 4 working days after delivery or collection.
This allows time for the buyer to receive and inspect the eBike under our Buyer Protection process and helps ensure the transaction is completed smoothly for both buyer and seller.
It also allows time for courier confirmation, payment settlement, security checks, and any dispute or fraud prevention checks that may be required by eBikeBuyer or third-party payment providers.
Some issues, such as battery charging problems, missing accessories, motor assistance faults, or courier-related queries, may not be identified immediately. The payout release period gives us enough time to handle these situations fairly before releasing funds.
Longer first-time payout times also help support a safer marketplace by reducing fraud risk and giving buyers more confidence when purchasing higher-value eBikes from private sellers.
Guaranteed Option:
An initial payment is made after successful inspection of your eBike. The balance payment is then released when the eBike is sold, or after 45 days if it remains unsold. Once payment has been processed, bank transfers normally take 2–3 working days to clear into your account.
Cash Option:
The full amount is released after successful inspection of your eBike. Once payment has been processed, bank transfers normally take 2–3 working days to clear into your account.
Are There Any Transaction Fee's Or Other Hidden Costs?
Are There Any Transaction Fee's Or Other Hidden Costs?
Private Seller listings:
We charge a tiered success fee based on the final sale price of your eBike. This fee is deducted from the balance paid to you after the sale.
Our fees are:
- Less than £1,000: 14%
- £1,000–£1,500: 13%
- £1,501–£2,500: 12%
- £2,501 or more: 11%
Guaranteed Option:
There are no fees or charges.
Cash Option:
There are no fees or charges.
How Does Collection Work?
How Does Collection Work?
We will arrange to have your e-Bike collected fully assembled via our specialist courier at no cost to you.
How Long Is An Offer Price Valid For?
How Long Is An Offer Price Valid For?
Our guaranteed/cash offers are valid for 7 days. After this period, we will need to reissue a new valuation.
What Happens If I Don't Describe The Condition/Faults Accurately?
What Happens If I Don't Describe The Condition/Faults Accurately?
It is in your interest to be as complete and open about the condition of your e-Bike. When your e-Bike is inspected and there are additional faults not declared or the condition significantly differs as described we may have to cancel the order and return the bike to you.
Do I Need To Clean My eBike Before Sending?
Do I Need To Clean My eBike Before Sending?
We require all e-Bikes to be in reasonably clean condition so that the cosmetic and mechanical condition can be checked. If an e-Bike is received in heavily soiled condition we reserve the right to deduct a cleaning fee (see Terms & Conditions).
Do You Permit Non-working eBikes?
Do You Permit Non-working eBikes?
We only list fully working e-Bikes. Cosmetic damage is expected but any structural issues such as broken forks, motor or battery issues will prevent us from providing you with an offer price.
Are There Any eBikes That You Don't List?
Are There Any eBikes That You Don't List?
We don't permit the listing of e-Bikes where the battery or motor have been modified with non-standard manufacturer parts or if there are electrical faults.
Do You Cover The Whole Of The UK?
Do You Cover The Whole Of The UK?
We list e-Bikes from across mainland UK. If you are located in more remote parts of Scotland (Highlands) and offshore islands additional collection charges may apply (please contact us for more information).
How Do I Make A Complaint?
How Do I Make A Complaint?
We strive to make every experience a happy one. If something isn't right, we will work hard to resolve any issue for you. If you need to make a complaint, in the first instance, please email info@ebikebuyer.com or call us on 0800 689 0372 and a member of our customer service team will assist you.