FAQ's
Lets get some of your questions answered!
Common Order Queries Answered
Orders & Shipping
We endeavour to post parcels within 1 working day of the order being placed.
Small parcels in the UK are sent out via the Royal Mail Tracked 24 service. Royal mail states the following for this service:
“Your item’s tracked to its destination. Get a photo on delivery and optional signature for extra peace of mind. Delivery aim from next working day“
Larger parcels in the UK are sent via Parcelforce Express 48. This is a service that aims for delivery with 48 hours with full tracking.
All parcels outside of the UK are sent on the quickest service available for your order and postage paid. This usually means you can expect the courier to deliver within 7-10 working days.
Let us know ASAP to ensure you make us aware before the order is shipped. It is best to make us aware via Whatsapp or Live Chat to ensure we are notified straight away. CONTACT US
We can currently only sell batteries to mainland UK delivery addresses. If you have changed your delivery address to any other location, it will remove batteries from your basket and also state they are unavailable on the product pages. Please contact us directly if you are having any issues.
Make us aware straight away, hopefully before the item is sent! Whatsapp or Live chat is best to ensure we are instantly notified. Go to the CONTACT US page
We can ship all our complete electric bikes for FREE to anywhere in mainland England and Wales.
We use The Cycle Courier Company, who are a specialist bike delivery company. Your new bike will be read yto ride as soon as it is rolled off the back of the specially modified vans. No unpacking, no part-assembly required. With a fully charged battery, you can ride the bike as soon as it arrives! If you require any further information on this service please get in touch.
If a box arrives damaged, if at all possible open the box before the courier leaves and if the goods are damaged inside, refuse the delivery and then it will automatically makes it’s way back to us. If this is not possible then make sure you take photos of the damaged box before opening, as well as any damaged contents. Then ensure you email us within 7 days to let us know. We will organise for replacement items to be sent to you.
We try and directly re-use packaging for all orders that we send out. This means boxes branding etc may not be related to the items inside. Do we really need more virgin packing materials? We do not think so. If we have to buy packing materials we only buy plant based, bio-degradeable bubble wrap. You can recognise this as it will be green in colour. Any plastic/oil based packing has been directly re-used and not purchased by Rebellion Bike.
Sorry! Let us know via email as soon as you realise (within 7 days of receipt). We will arrange for the item to be returned at our expense and send the correct items to you.
If a product is out of stock the product page will have a form where you can fill in your details and you will automatically be notified when it is back in stock. We do not take payment for out of stock order requests.
This can be arranged if necessary. Collection will be in Kent, UK. Please contact us for more details.
We are only a small company so are not yet VAT registered, so no VAT is charged or included in the price of our items or services.
We strive to send everything together but occassionally this is not possible. This will likely be the case if your order includes a battery. If it has been shipped out in more than 1 package you will be notified.
We do not personally save any of these details. Paypal who process our payments will give you the choice.
Paypal themselves now offer an option to pay for an order in 3 lump sums. This opportunity is in no way connected to Rebellion Bike, but offered by Paypal directly and is a convenient way to spread the cost of your purchase across 3 payments with 0% interest. For more information check the info page by Paypal HERE
Common Returns & Warranty Questions Answered
Returns & Warranty
If items are in unused, original, re-sellable condition then returns are accepted within 28 days of purchase. The return postage costs are to be paid for by the customer. Items need to be packed as well as when we sent the items to you. If items are lost in the post or damaged on the return trip to us it would be your responsibility to claim compensation from the courier you chose. For this reason we would recommend insuring the parcel for the full value of the items inside. Before returning the item, please CONTACT us for returns authorisation. Refund payments will be made to you within 7 days of us receiving the returned item(s).
Once you have contacted us regarding your return request you will be provided with a return address.
All new electrical parts purchased from this site and used within their specification are guaranteed for 12 months. Motors are guaranteed in this way only if they are used with controllers we have provided.
If you have modified or adapted the part in any way from how we supplied it, the warranty is void.
All warranties are RTB (return to base) warranty. So items have to be returned to us at your expense.
Please Contact us if you need to speak about a warranty claim.
All of our complete bikes comes with a 1 year RTB (return to base) warranty. RTB means the customer has to get the bike back to our workshop at their expense. We are based in Kent and the return address can be supplied once you make contact about your warranty claim.
The 1 year warranty will cover all electrical aspects of the bike as well as non-routine maintenance mechanical issues. This means the following will NOT be covered by the warranty: Brake adjustments, gear adjustments, tyres and inner tubes.
Electrical components are only covered in full if they are still in their original configuration as supplied by us, without any changes to hardware or software by yourself, the customer.
So to break this down and make it simple – If you don’t modify the bike we supply you and it breaks electrically at no fault of your own, then it is covered. If there is a mechanical failure that is unrelated to brakes, gears, tyres or tubes, it is also covered.
If you have any questions on the warranty, please do not hesitate to Contact us.
We are confident that we offer a very substantial warranty on items that many sellers simply do not cover at all. We can offer such a good warranty because we are confident in our products and bikes.
If you have provided a bike for us to convert to electric, then you get a 12 month Return To Base (RTB) warranty for the electrical items supplied and fitted by Rebellion Bike. This cover is valid as long as no modifications have been done to the electronics and they are still being used in the same way as supplied by us. In the event of a warranty claim, please get in touch and the return address will be supplied and you will need to return the items at your expense. No other elements of the bike are covered under the warranty unless specifically mentioned at the time of the conversion work being carried out.
Common Technical Queries Answered
Technical
You need the following for our motors, controllers and battery systems to fit your bike:
- Your bike needs to have a Quick Release (QR) or standard threaded axle on the rear wheel. There needs to be a diameter of 10mm in the dropouts for the motor axle to fit. Often dropouts can be modified when 10mm is not available, contact us for more information.
- Your bike needs to have enough clearance for the battery to fit on the bike. Pay close attention to the dimensions of the different battery options, shown on the product pages.
- If buying a pre-built wheel with motor, ensure the size purchased is the size of wheel on the bike being converted.
- Ensure the width between the rear dropouts is the same or close, to the width mentioned on the motors product page.
We provide 2 kits. 1 is fully UK Road Legal. This means the motor is rated at 250W, and the assist is only up to the speed of 15.5mph, before motor assist is automatically removed and this assistance is only provided while the pedals are being turned. The throttle only allows speeds of up to 3.5mph, which is useful to get you moving from standstill with ease.
Yes, we provide an off-road kit. These are not UK road legal and are only allowed to be used on private land with the land owners permission. The motors in these off road kits are 500W and have unrestricted speed limits, with both pedal assist and throttle only options.
Yes – We can build custom wheels in-house in Kent, United Kingdom. Contact us with your requirements.
If you are having issues with installing the kit we can provide up to 45 mins video call via Whatsapp with our engineer for free. If items are faulty, please get in contact with us through the CONTACT US page.
Yes – We offer a service for you to bring or send us your bike, we will fit and return your bike ready to ride. We are also looking to be able to provide a build-an-ebike experience, where you can have a 1-2-1 session with our Cytech qualified mechanic and directly modify your bike together with them. Helping you to learn the ins and outs of your newly converted e-bike, and setting you up to take care of your new, favorite form of transport! No previous tinkering experience necessary. To register your interest use the CONTACT US page.
Common Questions About Our Custom E-Bikes
E-Bikes
Firstly, the battery is physically opened up and inspected. Individual cells are measured with a multimeter to ensure all cells are the same voltage as each other. We then carry out detailed, controlled discharge tests to plot out discharge and resistance rates, enabling us to spot faulty battery cells or battery packs. We can then determine the capacity of the battery pack, in comparison to its stated specification as new. All of our second hand e-bikes have batteries with a minimum of 90% capacity compared to their new specification.
All of our second hand e-bikes have batteries with a minimum of 90% capacity compared to their new specification. This is an unrivaled by other sellers. All of our secondhand batteries are supplied with a 6 month warranty against failure as well as the capacity remaining above 70%. This ensures there is confidence in the second hand batteries that we sell.
We go above and beyond what is both legally required of us and what other sellers offer. We carry out the full pre-delivery inspection (PDI) process that the law requires for NEW bikes. Second hand sale of bikes do not legally require these steps, whereas our Cytech trained mechanic will carry out all of these checks to ensure a safe and pleasant ride. On top of the PDI we also carry out lots of other maintenance and refurbishment processes to ensure the bike is in the best shape it can be, mechanically and electrically. From brakes, to tyres, bottom brackets to bearings, everything is extensively checked as well as tested, to ensure the best possible ride is passed to you, the new owner.
There are plenty of secondhand ebikes available for sale privately but after you hand over the cash, that is the end of your warranty and peace of mind. Buy from Rebellion Bikes and know that the bike has had a full and complete check over, tweaks and adjustments as well as new parts where necessary, to ensure your bike will ride like new. If in the unlikely event you have issues after purchase you are covered by a 6 month warranty across various aspects of the bike.
Firstly, report the issue by contacting us and make sure you include pictures and videos where possible. We will reply within 48hrs (Mon-Fri) and will endeavor to empower you to fix it with our guidance via either email, Whatsapp messenger or a video call. If a fault is deemed too complex to assist you in attempting a repair, then you will need to pay for the return shipping to us (a courier that we can arrange). The bike will be looked at in-house and we will communicate with you the problems found and solutions. If the fault was caused by incorrect operation by the user, courier costs to return the bike to you will be paid for by yourself. If the bike developed a fault that was not caused by the user, Rebellion Bikes will pay to return the bike to you.
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