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SUPPORT

Here is a comprehensive range of resources that can assist you in resolving any queries or issues you may have with our products. 

Customer Care

At Exe London bikes, we will be the primary point of contact for all customer care matters. Our responsibility includes addressing customer issues and forwarding them to the manufacturers as necessary. As we continue to expand our product offerings, we aim to have a proficient team in place to handle customer care with excellence.

For queries and more information, please feel free to contact us at info@londonexe.co.uk

Warranty

  • The warranty for Exe e-bikes begins from the date the bikes leave the factory.

  • The warranty period for the entire e-bike is 1 year.

  • The frame is covered for 24 months.

  • The motor and battery for well-known brands are covered for 24 months, while Chinese batteries and charge batteries are covered for 12 months.

  • The warranty covers moving bike parts and mechanical faults on a one-to-one basis, as agreed upon by Exe London.

  • Misuse or over-usage that causes wear and tear is not covered under the warranty.

  • Improper usage or tampering with the motor or digital displays to gain more speed is not covered under the warranty.

  • All subsidiaries of Exe London have discretion in enforcing the warranty.

  • The warranty is non-transferable, and proof of purchase is required when making a claim.

After Sale Service

At ExE, we take pride in offering excellent after-sale services for our e=bikes. Our team works in collaboration with our manufacturers in Africa and Asia to ensure that customers receive prompt and efficient support.

All after-sale services are exclusively provided through us, as we are the primary point of contact for customer queries and issues. Our team of experts is well-equipped to handle any concerns related to the e-bikes, including troubleshooting, repair, and replacement of faulty parts.

 

In addition to our in-house support, we work closely with our manufacturers to ensure that our customers receive the best possible service. This collaborative approach enables us to provide comprehensive support to our customers, ensuring that they have a hassle-free experience with our wide range of e-bikes.

Our commitment to an efficient and smooth after-sale services is a testament to our dedication to customer satisfaction. We strive to go above and beyond to provide exceptional service and support, ensuring that our customers are happy with their purchase and continue to trust us as their go-to provider for e-bikes.

Assembly of E-bike

At Exe, we understand that the assembly of an e-bike can be a daunting task, especially for those who are new to the world of cycling. That's why we have taken great care to ensure that our customers have access to all the resources they need to assemble their e-bikes with ease.

To begin with, we have uploaded our own videos on the product pages, which provide step-by-step guidance on how to assemble the e-bike. If you have any doubts or concerns about the assembly process, we are happy to email you the video for reference.

In addition to the video resources, we also include an instruction booklet with every e-bike purchase. This booklet contains detailed instructions on how to assemble the bike, as well as important safety information that you need to be aware of before using the bike.

 

At Exe, we believe that our customers deserve the best possible experience, and that begins with providing excellent support and resources for the assembly of our e-bikes. We are committed to making the process as smooth and stress-free as possible, so that you can enjoy your new bike as soon as possible.

Shipping & Returns Policy

SHIPPING POLICY:

At Exe, we believe in providing a transparent and hassle-free shipping experience for our customers. To this end, our shipping policy ensures that your e-bike is delivered directly to your doorstep, via a selected courier provider.

We work closely with our suppliers in Africa and Asia to ensure that the shipping process is seamless and efficient. Our team carefully selects the most reliable courier providers to ensure that your e-bike is delivered on time and in perfect condition.

Importantly, we cover all shipping costs, including any associated fees, in the price stated to the customer. This means that you don't have to worry about any unexpected charges or fees at the time of delivery. The price you see is the price you pay, and it includes all costs associated with the shipping and delivery of your e-bike.

We believe that our customers deserve the best possible experience, from the moment they place their order to the time their e-bike arrives at their doorstep. Our commitment to transparent pricing and hassle-free shipping is a testament to this, and we strive to ensure that every customer is satisfied with their purchase and delivery experience.

RETURN POLICY: 

We stand behind the quality of our bikes and parts with a guarantee outlined in our warranties page. In the rare event that our troubleshooting and replacement parts support is insufficient, we will do our best to replace the item or issue a refund. For further assistance, please visit our support page or email us at info@londonexe.co.uk.

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