Terms and Conditions
These Terms and Conditions govern the use of MATE.BIKE’s store services and website. By visiting our website and/or purchasing products from us, as a consumer or as a business, you ACCEPT and AGREE to be bound by these Terms and Conditions. We reserve the right to update or change any part of these Terms and Conditions at any time and it is your responsibility to check the current version of the Terms and Conditions on this page.
Date of latest update: 16/09/2022
MATE Ebike UK Ltd.
Unit 7 Commonwealth Buildings, Woolwich Church Street
London SE18 5NS
Company Registration No. 13455560
If you have any questions about these Terms and Conditions, please contact our customer service team on firstname.lastname@example.org
Ordering and MATE Bike Descriptions
When purchasing products from this website, make sure to check if the product(s) you wish to purchase is in stock. In stock product(s) are typically dispatched within 2 working days unless a different time is stated in the product description. Out of stock product(s), pre-orders, crowdfunding campaigns or any other special offer will have a different delivery time(s). An estimated delivery lead time will be clearly stated in the product description.
Note that dispatch and delivery dates are not guaranteed and may vary depending on current market conditions and uncertainties in the supply chain that are out of our control. Any relevant changes will be communicated as soon as possible.
Prices for bikes include the cost of delivery to mainland UK. Additional costs may apply for offshore deliveries. Prices for accessories are excluding the cost of delivery and will be calculated upon checkout, unless the order total is over £50.
Upon checkout, an order confirmation will be sent to the e-mail address provided by you. Please check your order carefully and contact us immediately if anything is incorrect.
If you choose to purchase a product from our website, you must designate and provide information about preferred payment methods (e.g., credit card, online payment service or any other payment method made available by MATE).
If you are interested in quantity purchases of 10 or more, please contact customer service on email@example.com
MATE X 250W is legal worldwide and road-legal in the EU according to EN15194 certification without any license.
MATE X 750W is only legal when riding on private property (not on public road). If in doubt, please check your local regulations.
MATE City 250W is legal worldwide and road-legal in the EU according to EN15194 certification without any license.
Payment & Delivery
All orders must be paid in full prior to shipment.
Coupons cannot be used in conjunction with other coupons.
A shipping confirmation will be sent to the email address attached to the order once the order has been dispatched. We DO NOT ship to PO BOXES or APO.
Delivery is made with a variety of carriers, and delivery times may vary according to availability. MATE.BIKE will not be responsible for any delays resulting from carrier delays or force majeure.
Delivery is made within the normal working hours to the curb of the address provided. As a rule, goods are not carried higher than ground level. It is not possible to provide a specific time for delivery, we can however offer an estimated day of arrival. Note that products may ship and arrive separately. We will do our best to keep you informed of the delivery of your order as information becomes available.
If delivery is attempted on several occasions and nobody is at home to sign for the item, then the customer will be responsible for any costs incurred for the return and re-dispatch.
Risk of Loss and Damages
Once your order has been delivered to you, the risk of loss, or of damage to the product(s) will pass to you. Therefore, it is important that you notify us immediately of any missing or damaged product(s) on delivery.
When you receive the delivery, you should check:
1. If the box contains the correct product(s) as per your order confirmation
If the box does not contain the correct product(s) or if a product(s) is missing from the order, you must contact our customer service team immediately at firstname.lastname@example.org. You will need to quote your order confirmation number and include the delivery document, as well as photos of the box label and contents.
- If the box has any external damage
If there is any damage to the box, it is very important that you i) take photos of the box damage BEFORE opening it, ii) open the box immediately in the presence of the carrier to check if a product(s) is missing or damaged. Only after this should you accept the delivery. If there is no apparent damage or loss to the product(s), accept the delivery ONLY with a verifiable reservation on the delivery receipt from the carrier describing the box damage.
- If there is damage to, or loss of, the product(s)
If there is damage to the product(s), DO NOT ACCEPT DELIVERY UNLESS YOU MAKE A VERIFIABLE RESERVATION on the delivery receipt from the carrier accurately describing the damage to the box as well as the delivered product(s) and listing any lost product(s). Upon receipt of the damaged product(s), you must contact our customer service team immediately at email@example.com. You will need to quote your order confirmation number and include the delivery document with your reservation as well as identifying photos specific to the damaged box and of the product(s). Damage discovered later, resulting from improper handling during transport, risks being the subject of a dispute as to whether such damage occurred after receipt of the product(s) and hence liability may be difficult to determine.
If there is no apparent damage to the product(s) but you still want to return the order you must contact our customer service team immediately at firstname.lastname@example.org. You can also send the product(s) back to MATE.BIKE no later than 14 days after receipt in accordance with the right of withdrawal as stated below.
Withdrawal and Returns
Consumer’s right of withdrawal
As a consumer you have the right to withdraw from your purchase within 14 days of receiving your order.
The withdrawal period expires 14 days after the day on which you or a third party specified by you, not being the carrier, takes physical possession of the product(s). If you have ordered multiple products in one order but they are delivered individually, the withdrawal period will start counting from the day on which you or a third party specified by you, not being the carrier, take physical possession of the last product(s).
If you wish to exercise your right of withdrawal, you must notify MATE.BIKE of your decision to withdraw from your order in an unambiguous statement (e.g., by e-mail to our customer service at email@example.com). We will promptly acknowledge receipt of such notice of withdrawal.
The withdrawal period is respected if you send your notice of withdrawal before the withdrawal period has expired.
When exercising the right of withdrawal, both the amount of the product(s) and the delivery cost will be refunded without undue delay and in any event no later than 14 days from the date on which we receive notice of your decision to withdraw from your purchase. We will make such a refund using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not be charged any fees as a result of the refund.
You cannot withdraw from or cancel the order by denying receipt of the product(s) or by failing to pick up without also notifying us of your withdrawal. If you deny delivery, the delivery and return cost will be deducted from the refunded amount.
You will be responsible for the direct costs of returning the product(s). Products can be returned to any of our stores or can be sent by courier to:
MATE BIKE UK
Unit 7 Commonwealth Studios
Woolwich Church Street
We may also be able to arrange collection at a cost. Please contact us if this service is required. The typical cost for collecting a bike will be between £50-£150. You will only be liable for any reduction in the value of the product(s) resulting from handling other than that necessary to establish the nature, characteristics and functioning of the product(s).
Products Exempted from the Right of Withdrawal
- Special orders: any product(s) subject to individual modifications that give the product(s) a unique, unrepeatable character.
- Gift cards
Dangerous Goods Shipment
Due to the nature of certain products, some cannot be returned by normal post. This applies for example to the battery. When returning bicycles and batteries, we recommend using the original packaging which is customised to avoid damaging these products.
Procedure for Return
Do NOT initiate a return without written acknowledgement from MATE.BIKE. Such returns will be deemed unsuccessful.
Prior to returning any product(s), you must contact customer service at firstname.lastname@example.org to inform them of your intention of returning the product(s). Once an agreement has been established, you must follow the instructions provided by customer service.
If MATE.BIKE accepts the product for return, we will refund your (reasonable) delivery costs. The goods must always be returned in proper packaging.
The Condition of the Returned Product(s)
You are allowed to test the product(s) in the same way they would in a store (to establish the nature, characteristics and functioning of it) but you are not entitled to put the product(s) in real use.
Upon receipt of returned goods, MATE.BIKE will inspect the condition of the returned product(s) based on its possible resale value and will calculate any loss of value to the returned product(s).
If the product(s) value is diminished by the wrongful or excessive testing you will only be entitled to part of, or none of, the price reimbursed, depending on the commercial value of the product(s). Bikes with an ODO reading of over 15km will be deemed as used and this will be reflected in the refund value.
Products must be returned in the original packaging. If returning bikes and batteries in non-original packaging, there is an increased risk that the bike parts will be damaged and/or impaired.
MATE.BIKE does not accept packages that are not delivered to our premises (i.e. shipments to central postal offices are not accepted) or packages sent per cash on delivery or similar.
Defects, Complaint Procedure and Product Changes
Defect in product(s)
Subject to the limited warranty section below and any mandatory legal warranty in force in the country or state to which a product is delivered, the provisions of this defect in product(s) section applies to all products purchased from MATE.BIKE’s store services and website.
If not otherwise specified by law, your rights are restricted to the contents in these provisions. MATE.BIKE makes no other warranties, express or implied.
When you purchase product(s) from MATE.BIKE as a consumer, this means that you by law have a 2-year period to complain about defects in the product(s). Such a period starts from the day on which you or a third party specified by you, not being the carrier, takes physical possession of the product(s). You must notify MATE.BIKE customer service at email@example.com within a reasonable time after the discovery of the defect. If we receive a notification within two (2) months after the defect has been found, the complaint is regarded to be timely.
If the complaint is justified, this means that depending on the specific situation, you may be entitled to one of the following remedies: product repair, product replacement, purchase price reduction, or purchase price refund.
If MATE.BIKE accepts the product for return, we will refund your (reasonable) delivery costs. The goods must always be returned in proper packaging.
When you purchase product(s) from MATE.BIKE as a business, this means that you by law have a 1-year period to complain about defects in the product(s). Such a period starts from the day on which you or a third party specified by you, not being the carrier, takes physical possession of the product(s). Furthermore, you are subject to the commercial duty to examine the product(s) and notify MATE.BIKE customer service at firstname.lastname@example.org of any defects immediately and otherwise without undue delay if a defect is to be claimed against MATE.BIKE. Notification within five (5) calendar days after delivery is considered to be timely.
The defect liability only applies to manufacturing defects in workmanship and materials that were present or where the cause of the defect was present when you received the product(s). Excluded from the liability are all parts subject to normal wear and tear (such as tyres, tubes, spokes, chain, rims, brake pads, etc.).
MATE.BIKE is not liable for defects caused after the delivery of the product(s) or for other causes which are not related to the manufacturing process; in particular MATE.BIKE is not liable for loss of the product, for damages caused by misuse of or failure to care for and properly maintain the product(s) in accordance with the owner’s manual, nor shall it be liable for other damages caused by misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, installation of parts or accessories not originally intended or compatible with the bike as sold, operator error, water damage, extreme riding, stunt riding, or improper application of the product.
In extreme cases an entire bike may be replaced. In these cases, the original bike may have to be shipped to a MATE.BIKE facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not be sent but the repaired bike will be returned to you.
You may not make any changes to the design or specification of the product(s) unless MATE.BIKE approves of such changes in writing. By doing so without MATE.BIKE permission you may lose the product warranty.
Batteries purchased as part of a bike are initially covered by the legal warranty implied in the defect in product(s) section above. However, batteries wear out over time, and thus the warranty obligations are limited to the following situations:
- If, within 12 months from the date of shipment of the battery, under normal conditions of use, the actual capacity of the battery falls below 70% of its nominal capacity
- If, within 24 months from the date of shipment of the battery, under normal conditions of use, the battery has total failure.
The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage.
Limited Warranty for Products
Subject to the following limitations, terms and conditions, the provisions of the defect in product(s) section above applies to product(s) purchased on this website by customers residing outside of the EU. It is emphasised, however, that the limited warranty rights may vary depending on the applicable laws of the country or state to which the product is delivered.
MATE.BIKE warrants to the original purchaser of each product, that such product when purchased new, is free of defects in materials and workmanship. It is the responsibility of the owner claiming under this limited warranty to demonstrate that the product has been maintained according to the instructions in the MATE.BIKE owner’s manual.
MATE.BIKE will not replace any part without first seeing photos or videos of the damaged part. We will not offer warranty services to second owners. We will not replace any part damaged by the user. We will not pay for any third-party service, repair or part replacement unless this has been specifically agreed to in writing prior to the service, repair or replacement.
We will not pay for return shipping of any damaged or defective product or component. If MATE.BIKE requires the return of any bike or bike part to process your warranty claim, you must pay the cost of the return shipment. MATE.BIKE will not cover any damage that may occur during shipping if the owner sets up their own shipping option.
You must provide the order number, email address or name used at the time of the purchase to prove the warranty date.
MATE.BIKE reserves the right to modify this limited warranty at any time, in its sole discretion.
Notwithstanding anything in these Terms and Conditions to the contrary, any timeframe provided by MATE.BIKE is a good faith estimate of the expected delivery date. MATE.BIKE will use commercially reasonable efforts to fill customer’s orders within the time stated but in no event shall MATE.BIKE be liable for any damages associated with MATE.BIKE’s inability to meet any such timeframes or deadlines.
The customer is responsible for safe and legal use of the product(s) supplied to them, including any minimum age limits for the use of electric bikes and ensuring that other persons using the product(s) are capable of doing so safely.
The minimum age requirement in the UK to ride an electric bike is 14.
MATE.BIKE shall not be liable for damages in the event of death, personal injury, or damages arising from material contractual obligations unless caused directly by MATE.BIKE’s gross negligence.
In the event of damage that means we have not fulfilled the contract, we take responsibility for typical contractual obligations, such as foreseeable damage. MATE.BIKE shall under no circumstances be liable for incidental or consequential damages or expenses. This includes, but is not limited to, loss of income, profits and third-party claims.
The product liability rules remain unchanged.
MATE.BIKE will not be liable to the customer or deemed to be in breach of contract because of any delay or non-performance directly or indirectly due to any cause beyond MATE.BIKE’s reasonable control including without limitation lack of adequate instructions from the customer, Governmental regulations or requirements, Acts of God, unavailability of materials, work stoppages, strikes, slowdowns, boycotts or other industrial action and in such case may wholly or partially suspend shipment of Goods.
The entire legal relationship between the customer and MATE.BIKE shall be governed by the laws of England and Wales. The United Nations Convention on Contracts for the International Sale of Goods (CISG) do not apply.
For consumers, this choice of law applies only to the extent that the protection afforded is not nullified by mandatory provisions of the law of the country or state where the consumer has his normal place of residence.