Frequently Asked Questions

See our Frequently Asked Questions below. If you have any other questions or need assistance in any way you can contact us at contact@bayillagroup.com or call 01582858394 and you will be able to speak to our on hand support team to help with any queries you may have.

General

What are the laws around Ebikes & Scooters?

Electric Scooters are legal to buy and qwn. Currently they are not to be used on any cycle lanes, footpaths or public roads. They can be legally ridden on private land with the permission of the landowner. It is the complete responsibility of the customer to ensure you operate an electrical scooter within all national and/or local laws.
The customer assumes all liability and risk associated with the use of electric scooter products and holds Bayilla Bikes trading as Bayilla group & its owners free from any liability caused by their use.

Electric Bikes are not required to have any insurance or a license. The limit to the motor on public roads is 250W, some e bikes have settings that exceed this limit which are only to be used off-road. The speed limit for e bikes on the road is 15.5mph.
Additionally: any rider must be of 14 years old minimum.

Are electric bikes road legal?

Legal information is displayed on each product under safety and legal, we recommend reading this information before making a purchase. Please note, the customer assumes all liability and risk associated with the use of Electric Assisted Vehicles. 

Electric bikes with motor power under 250W can be used on UK public roads as long as it
meets EAPC (‘Electrically Assisted Pedal Cycles’) regulations, and they can be ridden by persons over the age of 14 years. 

Only bikes that comply with ‘Electrically Assisted Pedal Cycles’ (EAPC) regulations can be used on UK public roads and do not require a licence, insurance, TAX or MOT. 

For more information on the regulations check; Electric
bikes: licensing, tax and insurance - GOV.UK
 

Electric Bikes with more than 250W power cannot be used on UK public roads without first obtaining type approval, insurance, tax, MOT and displaying a number plate. Electric Bikes that have motors over 250W are sold on the basis of being used on private land with the landowner’s permission. The customer assumes all liability and risk associated with the use of Electric Assisted Vehicles. 

Before riding you are responsible for checking the regulations and ensuring compliance with the applicable laws. We are not responsible for any mishaps, accidents or violation of any laws or regulations by use of this product. 

Ensure that the correct safety protection is worn when using any vehicle, including but not limited to helmet, gloves, elbow pads, knee pads or body pads.

Do I need a licence to ride an electric bike?

It is legal to ride an e-bike in the UK without a licence, but only if it meets certain requirements: it must be pedal assist instead of 'twist and go throttle'; and have a maximum power output of 250 watts, with a speed restriction of 15.5mph

How long will the battery last until it needs replacing?

Most batteries are designed to last for over 1000 full charge cycles.

Do I need insurance?

Legally you are not required to be insured to ride an electric bike. We do recommend that you are insured so that you are covered from theft and accidental damage.

Does my new electric bike come with a warranty?

We offer standard manufacturer warranties on our bike frames, batteries and mechanical parts. Please check each product for their individual warranties.

Do you contribute to charity organizations?

Yes we do. We are proudly supporting keech hospice care as a bronze business club Member. Our aim is to be able to provide increasing support to this amazing organization and by choosing us you will be contributing to enabling us to do just that.

Do you offer Cycle To Work Scheme?

Yes we do. Our cycle to work scheme is cycle solutions, if you require further information please do contact us or refer to the cycle to work scheme page that you can find under the help and support tab

Orders & Payment

What payment methods do you accept?

We accept all credit & debit cards. Paypal Pay in 3, PayPal Credit & Payl8r Finance up to 18 months is also available .

How do I cancel my order?

If you would like to cancel your order, please contact us immediately at
contact@bayillagroup.com or on 01582858394. There may be additional fees. If you are returning a product to us, it must be in the same new condition in which you received it in, including all materials and original packaging.

Additional costs;

When customers are cancelling or returning an order that is non-faulty, several of our suppliers have additional costs that the customer will incur. Please see the details below.

Engwe:

Non-Faulty Return: £200 Restocking Fee for Electric Bikes. The fee will be ducted from the refund amount when an item is
returned that is not faulty.

Cancelled Orders Before Item(s) Shipped: 5% (of order) fee to
cover processing, to be deducted from the refund amount.

Cancelled Orders After Item(s) have been Shipped: £200, to be deducted from the refund amount.

I am having a checkout problem, who do i contact?

If you are not able to make a payment when checking out, please firstly contact your bank or check your online banking app to see if you must approve the payment first as sometimes this could be the case. For any reason you have done this, and the payment still won’t go through then please email us at contact@bayillagroup.com or call 01582858394 and we will help you find a solution.

I've not received my order confirmation?

If you have yet to receive your email conformation of your order, please firstly check your spam or junk folder as sometimes you will find your conformation here. For any reason you still do not have this then please email us at contact@bayillagroup.com or call 01582858394 and we will endeavour to have this sorted out for you straight away.

Are there finance options for PayPal ?

Are there any other finance options?

Yes, you have the option for Payl8er finance up to 18 months and can view the calculator on our store and next to each product.

Disclaimer - Bayilla Group Ltd is a Introducer Appointed Representative of Social Money Ltd t/a Payl8r, a company registered in England under company number 08054296, and is authorised and regulated by the Financial Conduct Authority, and is entered on the Financial Services Register under reference number 675283. Registered with the Information Commissioner's Office under reference number ZA026178.

Delivery

How long will delivery take?

Each brand of bike has its own unique delivery time, you will be able to find out more information of timescales on the home page under deliveries. You will also see we have a tacking tab on our homepage so you can track your order anytime you wish, alternatively feel free to contact us.

What delivery options do you offer?

We offer Free Standard Delivery which is available on all orders over £500. If you order is under this please contact us at contact@bayillagroup.com and we will provide a shipping quote based on the weight of items being ordered.

Assembly

Does my electric bike require assembly?

Most E bikes require some sort of assembly, this can easily be done at home and is easy to do. We need to ensure the product is tightly compact upon sending it to you to reduce any chance of damage. Instruction manuals will be provided to show a step-by-step guide on how to assemble the remaining parts efficiently and at ease.

Returns

Can I return my order?

Our policy can be seen on our home page tab; we offer 14 days return for an exchange or refund, but we must have the product back in the same brand-new condition you received it in with all accessories and packaging intact.

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at contact@bayillagroup.com

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at contact@bayillagroup.com.

Damages and Issues:

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to contact@bayillagroup.com so that we can open an insurance claim on your behalf.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@bayillagroup.com

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Cancellations & Non Faulty Refunds

Any orders cancelled after placing the order may be subject to additional fees. Please contact us if you would like to know if there are any costs you may be subject to based on the product you wish to purchase – some of our brands incur these costs but many offer free cancellations and refunds. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order. Please see below the details of the brands for which these fees may be applicable:

Non-Faulty Return: £200 Restocking Fee for Electric Bikes. The fee will be ducted from the refund amount when an item is returned that is not faulty.

Cancelled Orders Before Item(s) Shipped: 5% (of order) fee to cover processing, to be deducted from the refund amount.

Cancelled Orders After Item(s) have been Shipped: £200, to be deducted from the refund amount.


Unfortunately, we cannot accept returns on sale items or gift cards.

 

I have a problem with my E-bike, who do I speak to?

If you are having any issues with your new bike or scooter, you can contact us at contact@bayillagroup.com and we will be more than happy to help. Please provide as much information as possible for us to investigate your query.

Product

Can I use my E-bike without the motor?

Yes, electric bikes can be used as you would a regular push bike if you choose to leave the assistance off. You will of course feel a tad added weight of the battery and motor, but you will still be able to ride without the assistance.

How do I ride a E-bike or E-scooter?

Electric bikes are designed to be just like a normal push bike. When you
initially set off you need to ensure you have the motor power on and pedal as normal. Once you get moving you will feel the assistance and is best practice to make sure you are in the correct gear.

Can I remove my E-bike battery for charging?

On most e-bikes, you have the option to remove the battery for easier charging. Some E-bikes now have a feature integrated battery which are not removable, but this will be identifiable on the product page on our site, and they are designed to be charged in-situ. On most e-scooters, the battery is not removable. Please consult the manual of your e-scooter model to see if the battery can be removed.

Can I charge my battery overnight?

All E-bikes & E-scooters we supply will have an automatic cut off in the battery management system. This means that will stop charging when the battery is full.

Do I need to get my electric bike serviced?

We suggest that you take your bike for a generally service around 6-12 months depending on usage. If you are riding very frequently (most days of the week) then every 1000 miles is the perfect time for checkup. If you don’t ride to often then every 12 months is fine.

Can I use my E-Bike in the rain?

Most electric bikes are highly effective in all-weather including the rain & they are typically classed as water resistant. However, we do recommend not to use a heavy-duty pressure washer to clean the bike.

What size electric bike do I need?

Each model of e-bike will have it’s own size guide, check out the product page for more detailed information or feel free to contact us at contact@bayillagroup.com if you have any questions or concerns.

How much range will I get from my battery?

This is dependent on the capacity of the battery from the E bike of choice. Several factors do impact the range including the level of pedal assist used, ground incline and cyclists weight. Please check out the details on the product listing for more information.

How long does it take to charge my E-bike battery?

Typically a full charge should take about 4-6 hours for most E-bikes brands, however please check the details on the product page for more information on each specific model or feel free to contact us for clarification.

BayillaBikes

Hopefully you have found the answer you were looking for! However, if you have any other questions or require assistance in any way please contact us at contact@bayillagroup.com or call us on 01582 858394 to speak to our support team.