Thank you for purchasing from Visla Bikes. If you are not entirely satisfied with your purchase, we’re here to help.

If you made your purchase from one of our registered dealers, please contact them directly. If you purchased on vislabikes.com, please read our returns policy below.

Extended returns period over Christmas

Any orders placed over the Christmas period are covered by an extended returns policy. If you wish to return or exchange an item, you have until the 31st January to contact us.

Visla Guarantee

Your purchase is covered under a standard manufacturer’s warranty. The frame and forks of the e-bike is covered for 2 years. The motor, battery and controller are covered for 1 year.

If you notice a manufacturing defect, we will repair or replace the relevant component and labour free of charge. This warranty is expressly limited
to the repair or replacement of defective items and said repair and replacements are the sole remedies of the warranty. The costs of shipping of the item in order to repair or replace it is not covered under this warranty.

Returns Policy

We offer a no-hassle returns policy to any unused bikes with the intact original packaging. For full-priced items, you have 30 days to contact us. For items bought during a sale, you have 14 days to contact us. You will need to provide proof of purchase. In these circumstances, you will be eligible for a full refund.

What should I do if I want to return my bikes after riding it?

If you are not entirely satisfied with your bike after riding it and want to return it, please contact us. You may be eligible for a partial refund, depending on the circumstances. However, we reserve the right to make a deduction to your refund for wear and tear (for example, the cost to replace the tyres and scratches under the frame). Any refund issued to a used bike or with missing packaging is at our discretion.

How do I return my bike?

The first thing to do is to contact us within the first 30 days of owning your bike. We will need proof of purchase. When we receive your information, we will explain what to do next. We can arrange a collection with our courier; the cost of the collection will be deducted from your refund and is normally £15.

Email: sales@vislabikes.com
or call VislaHQ: +44 (0)161 848 8695

Please including the following information:

• Your name
• Your address
• Order number
• Product to be returned
• Reason for return (please select)

1. Damage upon arrival
2. Manufacturers defect
3. Incorrect product
4. Changed my mind
5. Unwanted gift
6. Modification
7. Service

• Action required (please select)

1. Refund
2. Exchange
3. Modification
4. Service 

Refund Policy

You will be eligible for a full refund of the cost of the product if you return your item unused with all original packaging intact. If you are returning your product, you may have to cover the cost of the shipping charges.

Once I've returned my bike, when will my refund be issued?

Once we receive your item, we will inspect the returned items. After the inspection is complete, we will notify you of the status of your refund immediately. If your return is approved, we will initiate a refund to your credit card (or original payment method). You will receive the credit within a certain amount of days, depending on your card issuers policies.

Can my shipping charges be refunded?

If the return is due to our mistake (e.g. wrong colour or manufacturing fault), the shipping charges will also be fully refunded. If we have not made a mistake, the cost of the return shipping will be deducted from your refund. If you are unsure, please contact us, we're here to help.

I have paid duty to receive my bike, can duty be refunded?

Yes, you should be able to claim the duty back from your local customs office.