Refund policy
This Returns and Refund Policy applies to orders placed on voolm.com, operated by Lim Silavann-John, Sole Trader, trading as VOOLM (SNL.CF), SIRET: 983 192 030 00028. Your statutory rights as a UK consumer are fully protected under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
1. 14-Day Right of Withdrawal (No-Fault Returns)
In accordance with the Consumer Contracts Regulations 2013, you have the right to cancel your purchase within 14 calendar days of receiving your order, without reason and without penalty.
To exercise this right:
1. Notify us within 14 calendar days of delivery, by email at contact@voolm.com or by phone on +441202080175 (Mon–Fri, 9:00 AM – 6:00 PM GMT/BST). An email is recommended so we can issue your RMA number in writing.
2. Our team will confirm receipt and provide authorised local return instructions, including your Return Merchandise Authorisation (RMA) number.
3. All returns from the UK market are processed locally. Do not send returns to our registered office in France. Items must be shipped to our designated partner fulfilment warehouse in Unit 1–7 Eldon Way, Crick Industrial Estate, Crick, Northamptonshire, NN6 7SL, United Kingdom.
4. Return the product in its original, unused, undamaged condition, including all original packaging, accessories, and manuals.
5. Ship using a secure, tracked service. Return shipping costs are borne by the customer. VOOLM declines responsibility for items returned without a confirmed RMA reference and tracking proof.
Return costs: Delivery to you is free, so there is no outbound delivery charge to refund. Return shipping is paid by the customer. No restocking fee applies. This policy covers all products sold on voolm.com; the only exception is clearly marked clearance items, where any limitation is stated in the offer itself.
2. Refund Timeline
Once the returned item is received and inspected, we will notify you by email. If approved, a full refund will be issued to your original payment method within 14 days of receiving the returned goods.
3. Damaged, Missing or Incorrect Orders
These situations are handled separately from the 14-day right of withdrawal, at no cost to you:
• Order not received — If your order has not arrived within 30 days of the expected delivery date (excluding force majeure or customer fault), contact us for a full refund or a replacement.
• Order arrived damaged — Inspect your order on arrival and contact contact@voolm.com immediately with photographic evidence. We will arrange a free replacement or a full refund.
• Wrong item received — If you receive a product different from the one you ordered, contact contact@voolm.com. We will arrange return at our cost and send the correct item or issue a full refund.
In these three cases, return shipping is paid by VOOLM, not by you.
All returns from the UK market are processed locally. Do not send returns to our registered office in France. Items must be shipped directly to our designated partner fulfilment warehouse at the following address:
UK stock: Unit 1–7 Eldon Way, Crick Industrial Estate, Crick, Northamptonshire, NN6 7SL, United Kingdom.
Please ensure your Return Merchandise Authorisation (RMA) number is clearly marked on the outer packaging before shipping.
4. Returns for Quality Defects (After 14 Days)
Beyond the 14-day withdrawal period, returns are accepted only for genuine quality defects or manufacturing faults:
1. Contact contact@voolm.com with description and photo/video evidence.
2. Technical team assesses the claim within 5 business days.
3. If confirmed: replacement parts or unit sent at no cost.
Damage from misuse, normal wear, or unauthorised modifications is not covered.
We do not offer direct exchanges. If you wish to change your bike, please return the original item under our 14-day return policy and place a new order.
5. Warranty
- 1-year commercial warranty against manufacturing defects on non-consumable parts (motor, frame, controller, display and wiring), from the date of delivery.
- 30-day cover on consumables (battery, tyres, brake pads, brake lines and disc brakes) against manufacturing defects.
- This commercial warranty is given in addition to your statutory rights under the Consumer Rights Act 2015 and does not affect them. A defect present at delivery is covered by your statutory rights regardless of the commercial periods above.
To make a claim, contact contact@voolm.com with evidence of the fault. For a confirmed defect, we will organise repair, replacement or refund at no cost to you within 14 days of confirmation. Full details are set out on our Warranty page.
6. Non-Returnable Items
• Items assembled, used, or modified beyond reasonable inspection
• Items returned without prior written authorisation from VOOLM
• Damage caused by user error, accident, or unauthorised repair
7. Contact
Customer Service: VOOLM (SNL.CF) — contact@voolm.com — +441202080175 — Mon–Fri 9am–6pm (GMT/BST) — Response within 48 business hours