Frequently Asked Questions

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.

 

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.