Refund policy

HTR is a trading name of Worsley Capital Group Ltd. This policy explains how returns and refunds work. It does not affect your statutory rights.

Changed your mind? You have 14 days.

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of the day you receive it. Email jack@htr.life with your order number to let us know. You then have a further 14 days to send the item back.

Please handle it as you would in a shop. If a bike has been ridden, or anything has been used beyond what is needed to check it, or it comes back incomplete or damaged, we may reduce your refund to reflect the loss in value.

Returning a bike

Bikes are too big to go by post. You can send yours back yourself, boxed and insured, or we can book a courier collection for you at cost, up to £50 per bike. We confirm the exact cost before booking. If you have changed your mind, you pay for the return.

Returning parts and accessories

Post them back to the address we give you when you get in touch, in the original packaging where possible. You pay the return postage.

Refunds

We refund what you paid, including standard delivery, within 14 days of getting the item back, or of you showing us proof that you have sent it, if that is sooner. Refunds go back to your original payment method.

Faulty, damaged or not as described

Tell us as soon as you can, with photos. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery. After that, we will repair or replace the item, and if that does not fix it you can have a refund. We cover all return costs for faulty items.

Warranty

Every HTR bike has a 2-year warranty against manufacturing defects on the frame, fork, motor, controller and display. The battery pack is covered for 2 years or 500 full charge cycles, whichever comes first. Normal wear on tyres, brake pads, chain, cables and grips is not covered.

The warranty is void if the battery pack is opened, third-party cells are fitted, a non-supplied charger is used, the controller firmware on a road-legal (EAPC) bike is altered, or a Terrain Series machine is ridden on a public road. The warranty is in addition to your statutory rights.

Questions? Email jack@htr.life.