Refund policy

Returns & Refunds Policy

Last Updated: August 22, 2026

At Lyzen Tech LTD, we want customers to understand their return and refund options clearly before making a purchase.

This policy applies in addition to any statutory rights you may have under applicable UK consumer law.

30-Day Return Policy

We offer a 30-day return period.

You must contact us within 30 days of receiving your order if you wish to request a return.

Return Eligibility

Unless the product is faulty, damaged, incorrect, or your statutory rights provide otherwise, returned products should be:

  • In their original condition

  • Unused beyond what is reasonably necessary to inspect the product

  • Returned with the original packaging where reasonably possible

  • Returned with accessories, manuals, chargers, keys, components, and other items originally supplied

  • Accompanied by proof of purchase

You may be responsible for any reduction in value caused by handling the product beyond what is reasonably necessary to establish its nature, characteristics, and functioning, where permitted by law.

How to Request a Return

Please contact our customer support team before returning a product.

Provide:

  • Your full name

  • Order number

  • Product being returned

  • Reason for the return

  • Photographs or video where relevant, particularly for damaged, faulty, or incorrect products

Our team will provide the applicable return instructions.

Please do not send a product to an address without first receiving return instructions from us.

Return Shipping Costs

For standard change-of-mind returns, the customer is responsible for the cost of returning the product, subject to applicable UK consumer law.

Because electric bikes are large and heavy products, return transportation costs may be significant. We recommend using an appropriate tracked and insured delivery service.

Where goods are faulty, damaged, incorrect, or otherwise not as described, your rights and any applicable return costs will be handled in accordance with UK consumer law.

Damaged or Incorrect Products

Please contact us promptly if your product arrives damaged, defective, or different from what you ordered.

Include your order number and clear photographs or videos showing the issue.

We will review the information and provide an appropriate resolution in accordance with your legal rights.

Refunds

Once an eligible return has been received and inspected, we will notify you of the outcome.

If approved, the refund will be issued to the original payment method.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

Original Delivery Charges

Where applicable, refunds of standard outbound delivery charges will be handled in accordance with UK consumer law.

Additional costs resulting from a customer selecting a premium or expedited delivery method may not be refundable beyond the cost of the least expensive standard delivery option offered, where permitted by law.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If the order has already entered the dispatch process, we may not be able to stop the shipment. Your applicable cancellation and return rights will still be handled in accordance with this policy and UK consumer law.

Exchanges

Please contact our customer support team if you would like to exchange a product. Availability of replacement products cannot be guaranteed.

Statutory Rights

Nothing in this policy is intended to exclude or restrict any rights available to consumers under applicable UK law, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.

Contact Us

For return and refund enquiries:

Lyzen Tech LTD
4 St Lawrence's Rd
Coventry, CV6 7AA
United Kingdom

Email: support@lyzen.co.uk
Phone: +447916697486