Returns & refunds
Find the return conditions, the steps to follow and when to expect your refund.
Last updated: September 2026
Your 14-day statutory right to cancel
UK consumers may cancel an eligible distance-sale order within 14 calendar days of receiving the goods under the Consumer Contracts Regulations 2013. To cancel, email salesuk@txedbikes.com within that period and include your order number. This statutory right is not limited by our voluntary return policy.
Our 30-day returns policy
In addition to statutory rights, TXED offers eligible customers a voluntary 30-day return window from delivery. For non-quality returns under this voluntary policy, the customer is responsible for arranging and paying the tracked return shipping. TXED does not provide a prepaid label or reimburse voluntary return postage. This does not affect rights relating to faulty, damaged, misdescribed or incorrect goods.
Return conditions
For the voluntary 30-day policy, return the bike and all supplied items in their original packaging where reasonably possible, including the charger, keys, tools, manual and accessories. You may inspect the goods as you would in a shop. If handling beyond what is reasonably necessary reduces the value of the goods, we may make a lawful and proportionate deduction. This does not affect rights relating to faulty, damaged, misdescribed or incorrect goods.
How to make a return
- Email salesuk@txedbikes.com with your order number and reason for return.
- We will send return instructions. For a non-quality return, arrange tracked shipping with a carrier of your choice at your cost.
- Repack the item securely with all supplied components.
- Attach the carrier label and retain proof of postage.
We may provide an RMA reference to help identify the parcel. A missing RMA reference may delay matching the parcel to the order, but it will not invalidate an otherwise valid statutory return.
Return address
Top Cloud Logistics Ltd (A1256)
DC6 Prologis Park Midpoint
Midpoint Way, Minworth
Sutton Coldfield
Birmingham B76 9EH
United Kingdom
Do not arrange independent shipping before contacting us. After we provide return instructions, the customer is responsible for tracked return shipping for non-quality returns and should retain proof of postage.
Faulty, damaged or incorrect goods
Email us as soon as possible with your order number and clear photos or video. TXED covers return shipping and will provide an appropriate remedy in accordance with the Consumer Rights Act 2015. Transit-damage claims should be reported promptly, but reporting guidance does not remove statutory rights.
Refund timing and method
Once the return is received and checked, we process the refund to the original payment method within 15 calendar days. If UK law requires an earlier refund, the statutory deadline applies. Your bank or payment provider may require additional processing time. Any lawful deduction for diminished value will be explained.
Order cancellation before dispatch
Email us immediately if you wish to cancel before dispatch. If the parcel has already left the fulfilment centre, follow the return process above. For a non-quality return, customer return shipping applies; statutory rights and faulty or incorrect goods remain unaffected.
Contact
Email: salesuk@txedbikes.com
Ready to start the right return route?
Share the order number and reason for the request before sending any item back.