Terms of service

Last updated: June 2026

OVERVIEW
This website, voolm.com, is operated by Lim Silavann-John, Sole Trader, trading as VOOLM. Throughout the site, "we", "us", "our" and "VOOLM" refer to the operator. By accessing or using voolm.com, or by placing an order, you agree to be bound by these Terms of Service ("Terms"). If you do not agree, please do not use the website. These Terms combine the conditions governing your use of the website and the conditions governing the sale of our products. Your statutory rights as a UK consumer — including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — are fully preserved and take precedence where applicable.

1. SELLER & BUSINESS IDENTIFICATION
Trade name / brand: VOOLM
Operator: Lim Silavann-John, Sole Trader
Registered business name (INSEE): SNL.CF
Registered office: 10 rue de la Paix, 75002 Paris, France
SIREN: 983 192 030
SIRET: 983 192 030 00028
APE / NAF code: 4791B — Distance selling via specialist catalogue
VAT status: Not applicable — French micro-enterprise exemption (Article 293B CGI)
Email: contact@voolm.com
Phone: +441202080175
Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT/BST)
UK Fulfilment Hub (physical stock & dispatch): Unit 1–7 Eldon Way, Crick Industrial Estate, Crick, Northamptonshire, NN6 7SL, United Kingdom.
Website hosting: Shopify Inc., 151 O'Connor Street, Ground Floor, Ottawa, Ontario, K2P 2L8, Canada.

2. SCOPE
These Terms apply to all users of voolm.com and to all sales concluded between VOOLM and consumers purchasing products on the website. By placing an order, you confirm acceptance of these Terms in full.

3. ACCESS TO THE WEBSITE
voolm.com is freely accessible to any user with internet access. Access may be interrupted temporarily for maintenance or technical reasons, without entitling the user to compensation. You agree not to use the website for any unlawful purpose.

4. INTELLECTUAL PROPERTY
All content on voolm.com — text, images, graphics, logos, and design — is the exclusive property of Lim Silavann-John (trading as VOOLM) or its licensed partners. Any reproduction, distribution, or use without prior written authorisation is strictly prohibited.

5. PRODUCTS
The products sold on voolm.com are VOOLM electric bikes. Descriptions, specifications, and images are provided for information purposes. Photographs may not perfectly reflect the final product. We take care to ensure product information is accurate and compliant.

6. AVAILABILITY
All offers are subject to stock availability. If a product becomes unavailable after your order, we will offer a substitute of equivalent quality or a full refund.

7. ORDERS
7.1 Placing an order — Select your products, add them to the basket, and complete checkout. Your order is confirmed once you receive an order confirmation email from VOOLM.
7.2 Modifying an order — Requests to change an order must be sent to contact@voolm.com at least 24 hours before dispatch.
7.3 Cancelling an order — You may cancel free of charge at least 48 hours before scheduled dispatch. After dispatch, your statutory right of withdrawal applies (see Section 11).

8. PRICING
All prices are shown in GBP (£), inclusive of all applicable taxes. Delivery is free to mainland UK addresses. No hidden charges apply at checkout. Prices may change; the price applicable to your order is the one displayed at the time you place it.

9. PAYMENT
Payment is due in full at the time of ordering. Accepted methods: American Express, Visa, Mastercard, PayPal, Apple Pay, Shop Pay, Cartes Bancaires and Klarna. All transactions are processed securely through Shopify Payments (PCI-DSS certified). VOOLM does not access or store your card details. For buy-now-pay-later options, the relevant provider's terms apply.

10. DELIVERY
We deliver exclusively to mainland UK addresses, free of charge. All VOOLM electric bikes are stocked and dispatched domestically from our UK fulfilment hub in Crick, Northamptonshire — with no import duties or customs delays.

Handling time: 1–2 business days.

Transit time: 2–4 business days via UPS.

Total estimated delivery: 3–6 business days from order confirmation.

VOOLM bears all risk during transit until delivery. Full delivery terms are set out in our Shipping Policy. If your order has not arrived within 30 days of the expected delivery date (excluding force majeure or customer fault), you may cancel in writing for a full refund, under the Consumer Contracts Regulations 2013.

11. RIGHT OF WITHDRAWAL (14-DAY RETURNS)
Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 calendar days of receiving your product, without reason and without penalty. To exercise this right, notify us in writing at contact@voolm.com within 14 days of receipt, and we will issue a Return Merchandise Authorisation (RMA) number and the designated UK return address. All UK returns are processed locally at our
UK stock: Unit 1–7 Eldon Way, Crick Industrial Estate, Crick, Northamptonshire, NN6 7SL, United Kingdom.

Do not send returns to our registered office in France. Products must be returned unused and complete, in their original packaging and with all accessories. Return shipping costs are borne by the customer. Refunds are issued to the original payment method within 14 days of our receiving the goods. Full details are set out in our Returns & Refund Policy.

12. WARRANTY & STATUTORY RIGHTS
All VOOLM electric bikes come with a 1-year commercial warranty against manufacturing defects on non-consumable parts (motor, frame, controller, display and wiring), and 30-day cover on consumables (battery, tyres, brake pads, brake lines and disc brakes). This commercial warranty is in addition to your statutory rights under the Consumer Rights Act 2015, which remain fully preserved; a defect present at delivery is covered by those rights regardless of the commercial periods.

Beyond the 14-day withdrawal period, returns are accepted for genuine quality defects or manufacturing faults. Contact contact@voolm.com with photo or video evidence; our technical team assesses claims within 5 business days. If confirmed, we will repair, replace or refund at no cost. Damage from misuse, normal wear or unauthorised modification is not covered.

13. DATA PROTECTION
We process personal data in accordance with UK GDPR and the Data Protection Act 2018. See our Privacy Policy for details. To exercise your data rights, contact contact@voolm.com.

14. LIMITATION OF LIABILITY
Website information is provided in good faith for informational purposes. VOOLM is not liable for inaccuracies, technical interruptions, or damage arising from access to or use of the website, or from third-party sites linked from voolm.com. Nothing in these Terms limits or excludes liability that cannot be limited or excluded under UK law, including liability for death or personal injury caused by negligence, for fraud, or under the Consumer Rights Act 2015.

15. FORCE MAJEURE
Neither party is liable for failures resulting from events beyond reasonable control, including natural disasters, strikes, or government restrictions.

16. AMENDMENTS
VOOLM may amend these Terms at any time. The version that applies to your order is the one published at the time of purchase. Continued use of the website constitutes acceptance of the current Terms. You can review the most recent version on this page at any time. For significant changes, we will take reasonable steps to notify customers, for example by email or a notice on the website.

17. Suspension and Termination
We may suspend or terminate your access to voolm.com, or refuse or cancel an order, if you breach these Terms, misuse the website, or engage in fraudulent or unlawful activity. Where an order is cancelled after payment, we will issue a full refund to your original payment method. Termination does not affect any rights or obligations that arose beforehand, nor your statutory rights as a UK consumer.

18. GOVERNING LAW & JURISDICTION
These Terms are governed by the laws of England and Wales. Disputes fall under the jurisdiction of the courts of England and Wales, without prejudice to your right as a consumer to bring proceedings in your place of habitual residence. Nothing affects your statutory rights as a UK consumer.

19. DISPUTE RESOLUTION
Please contact us first at contact@voolm.com so we can resolve any issue directly. If unresolved: Citizens Advice — www.citizensadvice.org.uk — Consumer Helpline: 0808 223 1133.

20. CONTACT
VOOLM (SNL.CF) — Lim Silavann-John, Sole Trader
Email: contact@voolm.com — Phone: +441202080175
Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT/BST)
Registered office: 10 rue de la Paix, 75002 Paris, France
UK fulfilment hub: Unit 1–7 Eldon Way, Crick Industrial Estate, Crick, Northamptonshire, NN6 7SL
Response time: within 48 business hours.

ANNEX — MODEL WITHDRAWAL FORM
(Complete and return only if you wish to cancel your contract.)
To: VOOLM — contact@voolm.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Order placed on: ____________________
Order number: ____________________
Customer name: ____________________
Customer address: ____________________
Date: ____________________