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Frequently Asked Questions

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Electric Bikes

What is an e-bike?

E-bikes are essentially bicycles equipped with a battery-powered motor that provides assistance either through pedalling or, occasionally, via a throttle. When you pedal on a pedal-assist e-bike, the motor kicks in to give you an extra push, making it easier to climb hills and navigate challenging terrain without getting overly tired.

Often referred to as 'pedelecs', these bikes offer the same riding experience as traditional bicycles, but with added benefits. They are a healthier, more environmentally friendly, and convenient mode of transport, making cycling more accessible to a wider range of people.

How do e-bikes work?

E-bikes differ from traditional bicycles due to three key components: the battery, the motor, and the sensor. These parts are essential for enhancing the rider's pedalling effort.

When you start pedalling on a pedal-assist e-bike, the motor activates to help propel the wheels, easing your ride. The battery supplies the necessary power, and the sensor detects when you are pedalling, triggering the motor to assist you. The e-bike's display allows you to monitor the battery status, adjust the level of assistance, and check your speed. These components work in harmony to ensure a smooth and enjoyable riding experience.

How many kinds of e-bike are there?

The market offers a variety of electric bikes, each catering to different needs and preferences. Here are some popular types and their unique advantages:

Cargo E-Bikes: Offer an eco-friendly, efficient way to transport heavy loads or passengers in urban areas, combining the convenience of cycling with the practicality of a small cargo vehicle.

City & Urban E-Bikes: Provide a fast, eco-friendly way to navigate through busy streets, offering a convenient and effortless commute ideal for daily city travel.

Fat Tyre E-Bikes: Known for their stability and quiet performance, these bikes handle all kinds of terrain, both on and off-road, providing a smooth and reliable ride.

Folding E-Bikes: Ideal for travellers, these bikes feature a compact, foldable design that makes them easy to carry, store, and transport. Unfold them when you're ready to continue your journey.

Hybrid E-Bikes: Blending features of road and mountain bikes, hybrids offer versatility for both city cruising and light off-road adventures, making them a great all-around choice.

Electric Mountain Bikes: Designed for off-road adventures, these bikes come equipped with powerful motors and rugged frames, allowing you to tackle challenging terrains effortlessly.

Step-Through E-Bikes: Perfect for those who seek easy and comfortable mounting, these bikes combine practicality with a stylish, traditional look.

Are e-bikes legal in the UK?

Yes - electrically assisted pedal cycles (EAPCs) are powered by motors but are distinct from motorbikes under UK law, allowing anyone over 14 to legally ride them. According to current legislation, EAPC motors must not exceed 250W, and they are restricted to assisting speeds up to 15.5 mph to qualify as EAPCs.

EAPCs do not require a licence, insurance, MOT, or tax. They can be ridden wherever standard bicycles are permitted.

Are e-bikes still road legal if they have a throttle?

Throttles on e-bikes are legal in the UK but can only operate without pedalling up to 6km/h or 3.7mph, typically for “walk start” assistance. To go faster, the rider must pedal, and the throttle can assist up to 15.5mph.

Are e-bikes waterproof?

Every electric bike is crafted with water resistance in mind, enabling you to comfortably ride in rainy conditions and navigate through puddles.

We do however recommend you consult the manufacturer's guidelines for precise information regarding water resistance. Refrain from using power washers when cleaning your bike.

For more comprehensive information on water resistance levels, please consult the IP rating provided in the specification section of our product pages or get in contact with us at info@bikeyardonline.co.uk

What size e-bike should I get?

Please see our size guide here for our comprehensive guide.

Do your e-bikes come with warranty?

Absolutely, we back our products with confidence. All our e-bikes and e-scooters include a minimum 6-month manufacturer’s warranty.

For detailed warranty information, please refer to the product pages.

Please be aware that the warranty does not cover damage due to negligence, use of non-original parts, or modifications. It also excludes normal wear and tear.

How heavy are e-bikes?

Most vary between 15 and 28kg. For more precise information, check the specification of the bike you are interested in from the product page.

What happens if I run out of charge? Can I still ride without the battery?

E-bikes offer the option to ride without activating the motor, operating similarly to conventional bicycles. Despite the additional weight from the motor and battery, resulting in a slightly heavier feel, you can still experience a smooth ride without assistance.

How far can I go with the battery?

The distance your ebike's battery can cover is determined by its capacity, which is outlined in the specification tab on our product pages. Variables such as terrain, rider weight, tyre pressure, and headwind can impact the actual distance achievable.

For long range ebikes, we would suggest taking a look at our Engwe and Himiway collections.

How long does it take to charge the battery?

Charging times generally take between 3 and 8 hours depending on the model for a full charge. Some bikes also feature fast charging allowing you to part charge the battery in a much shorter timeframe.

For more precise information, check the product description of the model you are considering.

What is the difference between hub and mid drive motors?

Hub-drive e-bikes are the most common category. They have the motor in the front or rear wheel, offering a simpler, quieter, and more affordable system but may struggle more on steep hills. Mid-drive e-bikes place the motor at the pedals, using the bike’s gears for better hill climbing and a more natural ride, though they tend to cost a little more and need extra maintenance.

Choose a hub-drive for a smoother, budget-friendly ride on flatter terrain. Opt for a mid-drive if you need better hill performance or plan to ride off-road.

Some bikes have a torque/cadence sensor option. What's the difference?

Torque sensors measure how hard you pedal and provide a smoother, more natural riding experience with efficient battery use, making them ideal for challenging terrains. However, they demand more effort from the rider.

Cadence sensors measure whether you're pedalling, offering consistent motor power with minimal effort, making them simpler but can feel less intuitive or jerky.

In summary: choose torque for fitness or serious cycling and cadence for easier cruising.

What is the cost of charging an electric bike?

The cost to charge an electric bike battery depends on your electricity rates and can vary. However, based on typical local tariffs and battery sizes, it generally ranges between £0.04 and £0.15 per charge, making it an affordable mode of transport.

Electric Scooters

Why does my e-scooter battery sometimes deplete quickly?

Each electric scooter has a specified maximum range it can cover on a single charge, which reflects ideal conditions. This range can be influenced by several factors, including:

  • The combined weight of the rider and any cargo
  • The selected assistance mode
  • Temperature and weather conditions
  • Tyre pressure
  • Wind speed and direction
  • The route taken (e.g., terrain type and hills)
How long does it take to charge an e-scooter?

Most e-scooter batteries typically require 2 to 6 hours to charge from empty to full. However, the exact charging time can vary based on the brand, battery capacity, and type of charger used.

How often should I charge my e-scooter battery?

For best results, charge your battery as often as possible at room temperature. If you’re not using your scooter for an extended time, maintain the battery at about 60% charge, checking periodically to ensure it doesn't fully discharge. Always use the manufacturer’s recommended charger.

Is maintenance necessary for my e-scooter battery?

Batteries need regular charging to function properly. If neglected for extended periods, they may enter a 'safe mode' (sometimes called 'shipping mode' or 'sleep mode') to protect both the battery and the user. This can necessitate a chargeable diagnostic reset or even a battery replacement.

If you don't frequently use your scooter, store the battery in a dry place away from direct sunlight, keeping it fully charged and checking it every few months - just be careful not to leave it plugged in for more than a day.

What is the typical lifespan of an e-scooter battery?

An electric scooter battery generally lasts between 300 and 500 cycles, equating to roughly one to three years or 3,000 to 10,000 miles. However, its lifespan can vary based on battery size and how well it is maintained.

Should I keep my e-scooter battery clean and dry?

While electric scooters come with varying degrees of water resistance, indicated by their IP rating, none are entirely waterproof. Avoid exposing your scooter and battery to excessive moisture. If your scooter does get wet, ensure you check and dry the area around the battery.

How can I minimise fire risks when charging my e-scooter?

To reduce fire hazards while charging lithium batteries, consider these precautions:

  • Avoid blocking exits with your e-scooter or charging batteries; store them in a garage or shed when possible.
  • Watch for warning signs of battery failure.
  • Never leave your battery charging unattended or while you sleep.
  • Ensure both the battery and charger meet UK safety standards.
  • Only use the charger provided by the manufacturer and purchase replacements from reputable sources.
  • Allow your battery to cool before charging.
  • Unplug the charger once the battery is fully charged.
  • Install smoke alarms in the area where you charge your batteries.
What are the warning signs of a damaged e-scooter battery?

Heat: While it’s normal for batteries to generate some heat during use or charging, excessive heat could indicate a defect and potential fire risk.

Performance: Difficulty achieving a full charge or longer charging times may signal battery failure.

Noise: Hissing or cracking sounds from the battery may suggest it is failing.

Bulging: A swollen or deformed battery is a clear sign of failure. Stop using it immediately if you notice this, as well as any lumps or leaks.

Smoke: If your battery or device is emitting smoke, it is a sign that a fire has already started.

Smell: A strong or unusual odour coming from the battery could indicate a problem.

Is it possible to repair an e-scooter battery?

In most cases, repairing an e-scooter battery is not feasible. If the battery is damaged - such as from a fall - it is advisable to stop using it immediately. There could be internal damage that isn’t visible, posing risks of overheating or fire. Opening the battery also voids the warranty and can be dangerous.

Refunds & Returns

Can I cancel my order?

Yes. To cancel your order, you can reach out to us via the web chat feature on our website (located in the bottom left corner) or by sending an email to info@bikeyardonline.co.uk.

Please be aware that orders cancelled more than 12 hours after placement may be subject to additional fees. If your order has already been dispatched, you will be responsible for any return shipping expenses. Refunds will be credited back to the original payment method used for the purchase.

Can I return my order?

Absolutely, we have a 14-day return policy starting from the date of item receipt. Return policies can differ among brands, so please refer to the specific product page for more comprehensive details.

For a return to be eligible, items must remain in their original condition, unworn or unused, with tags intact, and in the original packaging. A valid receipt or proof of purchase is necessary.

To begin a return process, please reach out to us at returns@bikeyardonline.co.uk. Once your request is approved, we will provide instructions for returning your package. Please note that items returned without prior approval will not be accepted.

How long does it take to process a return?

Once approved, refunds are processed within 14 days. Once processed, it may take an additional five working days for the funds to appear in your account.

Please be aware that refunds are issued back to the original payment method used for the purchase.

Something's not right with my e-bike. What do I do?

Should you encounter any issues, please send an email to info@bikeyardonline.co.uk along with your order number and any relevant photos or videos.

We would also encourage you to use our troubleshooting tool to help diagnose the fault.

For any problems arising beyond the initial 14 days, we will assist you in initiating a warranty claim for any manufacturing faults.

How long do refunds take?

After acceptance, refunds are processed within 14 days. It may take an additional five working days for the funds to reflect in your account.

Please be aware that refunds are issued back to the original payment method used for the purchase.

Orders & Payment

What payment methods do you accept?

We currently accept all major payment platforms.

You can also pay over three months using PayPal's Pay in 3 for purchases between £30 and £2000.

We also accept Klarna which allows you to buy your new ebike or scooter today and pay in 30 days.

I can't find an order confirmation

If you haven't received an email confirmation for your order, please check your junk or spam folders, as confirmation emails can sometimes end up there. If you still can't find it, please contact us through live chat or via email at info@bikeyardonline.co.uk.

It's possible there was a typo in your email address, which we can easily correct.

Do you have a student discount?

Unfortunately, we do not currently offer a student discount. However, we recommend keeping an eye on our website, as we regularly offer great discounts that you may be eligible for.

Our discouted collection can be found here.

I am having problems at checkout

We're sorry to hear you're experiencing issues while trying to make a purchase on our website. If your card is being declined, we recommend contacting your bank, as we have no control over the payment methods used. Please also check if your bank has sent you an authorisation text message, you may need to respond to it for your order to be processed successfully.

Note: To successfully process your order, the billing address should match the name and address to which the card is registered.

Is it safe to purchase at Bike Yard Online?

Absolutely. At Bike Yard Online, your security is our utmost priority. We've put strong measures in place to safeguard your payment information:

SSL Encryption: We use SSL encryption to protect your payment details, ensuring a secure connection during transmission.

No Storage of Card Information: We do not store your credit card details on our servers. Your sensitive information is discarded immediately after the transaction is completed to maintain your privacy and security.

PayPal: You can shop in full confidence knowing we accept PayPal with industry-leading buyer protection.

Delivery

Where do you ship?

As of now, we only ship to the UK. All orders to UK mainland over £200 come with free delivery.

If you are purchasing from the Highlands or non-UK mainland, please get in touch before placing your order as there may be a small excess to pay which is brand specific.

Do you offer click & collect?

At this moment in time, we do not have a click and collect service. All orders are delivered to the shipping address provided during checkout.

However, some brands offer a white-glove assembly package. If this is available, this will be shown on the product page.

Do I need to assemble the bike when it arrives?

Most of our bikes over arrive 95% assembled. You may need to attach the wheels, pedals, saddle, handlebars, or other minor parts yourself. But don't worry - all of this is very simple and if you require any further assistance, don't hesistate to contact us on 0333 880 7203 or info@bikeyardonline.co.uk.

Some brands are eligible for full white-glove delivery. If this is available for your desired bike, it will be shown on the product page.

How long will my bike take to arrive?

This will depend on the brand and the model chosen. Please see the product page for the item you are considering for the most up-to-date information.

What are your shipping and delivery policies?

Order Confirmation

After placing your order, your card will be pre-authorised but not charged immediately. We will then verify with our supplier that the item is available for immediate dispatch. Once confirmed, we will process the payment and dispatch your order right away. If the item is on backorder, we will void the pre-authorisation and notify you promptly.

Order Delivery

If your order is in stock and ready for dispatch, we will charge your card and send out your order within 5 working days (typically this is much faster). You will receive an email with tracking details within 24 hours of dispatch. If you haven't received tracking information within 6 working days, please contact us at info@bikeyardonline.co.uk for assistance.

Safety & Legal Information

Is it legal to ride an e-bike on the road?

Pedal-assisted electric bikes (e-bikes) with motors up to 250W are legal to use on public roads without the need for insurance or a licence.

The maximum speed is restricted to 15.5 mph, and riders must be at least 14 years old. Although helmets are not compulsory, they are strongly recommended for your safety.

For further information, please see the gov.uk website and our legal guide here.

Do I need insurance?

If your bike has a motor under 250W, insurance is not legally required. However, we strongly recommend obtaining insurance to protect against theft and accidental damage.

We have partnered with Cycler who can provide our customers with comprehensive insurance for all EAPCs (electrically assisted pedal cycles). You can see our dedicated page here.

For further information, please see the gov.uk website and our legal guide here.

Do you need a licence to ride e-bikes?

In the UK, no licence is required to ride an electric bike if you are over 14 years old. Additionally, there is no need for registration or vehicle tax.

An electric bike is classified as an "electrically assisted pedal cycle" (EAPC) if it meets the following criteria:

  • It has pedals for propulsion.
  • The motor stops providing assistance beyond 25 km/h (15.5 mph).
  • The motor's power does not exceed 250 watts.

E-bikes that meet these standards can be used on cycle paths and other designated bike areas. However, off-road e-bikes that can exceed 15.5 mph do not comply with EAPC regulations for on-road use.

If an e-bike has a motor exceeding 250W or assists at speeds above 15.5 mph, it is classified as a motor vehicle. Consequently, it must be registered, insured, and taxed, and requires a driving licence and a motorcycle helmet.

For further information, please see the gov.uk website and our legal guide here.

Is it safe to ride an e-bike? Do I need a helmet?

Electric bikes are as safe as, if not safer than, traditional bicycles. The pedal assist feature allows you to exert less effort while riding, which helps you stay less fatigued and more attentive to your surroundings - an important factor for road safety. Additionally, the ability to accelerate quickly at junctions and keep up with traffic improves your visibility and safety. Climbing hills becomes much easier, reducing the likelihood of becoming breathless and distracted.

There is no law mandating helmet use, but we highly encourage wearing one to minimise the risk of injury.

Cycle to Work Schemes

Who is eligible to join the scheme?

Employers of any size can participate. Employees must be paid through the PAYE system and must earn more than the National Minimum Wage after salary sacrifice. No credit checks are required, and employees under 18 can join with a guardian's signed guarantor agreement.

How can I get my employer signed up?

If your employer does not currently offer the cycle to work benefit, we would ask them to contact one of our providers.

Gogeta can set the scheme up for you very quickly. You can view their site here.

What is salary sacrifice, and how do participants save?

Salary sacrifice occurs when an employee agrees to reduce their salary for a set period (typically 12 months in the Cycle to Work scheme) in exchange for a non-cash benefit, such as a bike and safety equipment.

This reduction is taken from their gross salary (before tax), meaning the employee pays less in income tax and National Insurance.

Which bikes are available through the scheme?

You can choose from any road-legal e-bike in our catalogue, provided it is mainly used for commuting.

You can also check the Road Legal toggle using our filters on the left hand side of our collection pages.

Still unsure? Contact us on info@bikeyardonline.co.uk

What savings can employees and employers expect?

Employees typically save 32% if they are basic-rate taxpayers and 42% if they are higher-rate taxpayers. Savings can be up to 50% depending on the scheme and what is purchased.

Employers usually save 13.8% of the salary sacrifice amount due to reductions in Employers’ National Insurance Contributions (NICs).

Is there a maximum value for the bike and equipment package?

There is no upper limit. Employers with a Consumer Credit Licence can allow employees to choose bikes of higher value.

Who owns the bike?

The employer owns the bike and equipment during the hire period. If the employer uses a finance company to fund the scheme, the finance company or bank owns the bike.

Does the bike need to be used for commuting?

Yes, the bike should primarily be used for commuting (at least 50% of its use should be work-related). However, it can also be used for personal purposes, and there is no requirement for employers to monitor usage or for employees to keep a mileage log.

Note that employees cannot claim business mileage allowance for a bike hired through their employer.

Who is responsible for maintenance, and what happens if the bike is stolen?

The employee is responsible for maintaining the bike. We have put together a guide to make this easier for you - please click here for more details.

If the bike is stolen, the employee must replace it and continue using it primarily for commuting. In this case, the salary sacrifice reductions will still apply, allowing the employee to benefit from tax and NIC savings.

We have partnered with Cycler who can provide out customers with full comprehensive insurance on all road legal ebikes (EPACs). Please click here for more details.

What happens at the end of the hire period?

To maintain the scheme’s tax benefits, there is no obligation or guarantee of transferring ownership immediately after the hire period ends. However, many employers offer this option, and the cost depends on the duration of the hire period. Hire can also be extended at no extra cost to the employee.

Can I request only safety equipment and accessories?

Yes, you can apply for safety equipment and accessories without including a bike in your request.

What if an employee leaves or is made redundant?

Once the Hire Agreement is signed, it cannot be cancelled after the 7-day cooling-off period following collection.

If an employee leaves or is made redundant, they must repay the remaining salary sacrifice amount in full from their net pay, without tax benefits. Ownership of the equipment may then be offered as usual.

Can I place another order if I already have a Hire Agreement?

No, you cannot request another Certificate until your current Hire Period ends.

Is there a minimum spend for safety equipment-only requests?

Yes, there is a minimum spend of £100 for safety equipment-only requests.

What safety equipment is allowed?

Approved safety equipment includes:

  • Cycle helmets
  • Bells
  • Lights (including dynamo packs)
  • Mirrors and mudguards
  • Cycle clips and dress guards
  • Panniers, luggage carriers, and straps
  • Child safety seats
  • Locks and chains
  • Pumps, puncture repair kits, cycle tool kits, and tyre sealant
  • Reflective clothing, white front reflectors, and spoke reflectors

Please note that items such as cycle computers and trailers are not allowed under the scheme.

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