FAQ

Buying an electric bike is a big investment, and you deserve the best bike and reliable after-sales support. With Shift eBikes, you’re not just purchasing a bike-you’re gaining peace of mind, exceptional service, the best warranties in the e-bike industry.

✔ Industry-leading 3-year warranty - Longer than any e-bike brand

✔ Complimentary loaner bike - Stay mobile while your e-bike is being repaired

✔ Fast & hassle-free warranty claims - No long wait times or complicated processes

✔ Dedicated customer support - We’re here to help, every step of the way

Contact Us & Ride with Confidence
Have questions about our warranty? Need to make a claim? Our friendly support team is here to assist you.

Email us: hello@shift.bike

An e-bike is a bicycle equipped with an electric motor that assists your pedalling, making it easier to ride uphill, cover longer distances, and carry heavier loads.

No, as long as the e-bike meets EAPC (Electrically Assisted Pedal Cycle) regulations (maximum 250W motor, pedal-assist up to 15.5 mph). However, insurance and registration are recommended for commercial use.

In the UK, e-bikes with pedal assist are limited to 15.5 mph (25 km/h). Some models may have a throttle but will be subject to different regulations.

Pedal-assist requires pedalling to activate the motor, while throttle-controlled e-bikes can be powered without pedalling. Most legal UK e-bikes are pedal-assist only.

Rental is aimed at short term use, is not your bike, you can make no changes and generally comes in black or white. Subscription is your bike whilst you pay for it, you can make changes to it, add you own accessories take it around the world if you want and the beauty of our subscription, you can change to another bike in the range, upgrade or downgrade at any time with no penalties.

With the exception of punctures, you have nothing more to pay, we cover the costs of all non-accident or misuse repairs, services, tyres, brakes, batteries, motors etc.

With pay-as-you-go you have a lifetime warranty on the complete eBike, we are the only company to offer this, you have the peace of mind knowing you will never have expensive bills for batteries, motors, LCD’s or any other out of warranty part.

The uniqueness of this subscription service allows you to upgrade to a different package or change to a different model at any time, allowing full flexibility to try different eBikes after an initial 6 month period.

If you have an issue with your bike please contact us at Support@shift.bike and we will arrange a convenient time to either repair the bike at your premises or collect it if a more thorough test if needed.

If you have fallen off or have incurred any other accidental damage, again call us on the above numbers for an assessment of repair costs to give to your insurance company or for you to pay direct.

DO NOT take the ebike to any independent bike retailer/service centre without the written permission of Shift, any attempt to repair the ebike at an independent retailer/service centre will void the warranty and the customer will be responsible for all cost associated with the repair or replacement of any damaged or removed parts.

Our support team will schedule an engineer for your repair or service when we have an engineer in your area. Our aim is to have you up and riding within 7 working days.

A few scratches are an acceptable level of wear and tear and you will not be charged. If it is an unacceptable level of damage we will assess it and give you a quote to repair or replace the damaged parts, if the bike is damaged in an accident we will work with you and your insurance company to replace it with a new bike.
If you have fallen off or incurred any other accidental damage, contact us at Support@shift.bike for an assessment for the cost of repair to give to your insurance company or for you to pay directly to us.

If you have taken out our subsidized theft cover, you will need to contact customer services Support@shift.bike who will guide you through the process. You will need a crime reference number from the police and an image captured at the scene. If your ebike is stolen, there is an excess policy admin fee of £150. This admin fee is refunded once the ebike is recovered. Our subsidised theft cover gives you the peace of mind that the bike cost is covered but does not guarantee you a replacement.
please ensure you read the theft process page.

If you decide to take out your own insurance provider, please ensure you follow their process for a claim. You are responsible for ensuring a successful claim is processed and we are reimbursed by your chosen insurance provider for the stolen eBike. If the claim is rejected, you will be liable for the full price of the eBike.

Whilst the bike is in your possession you are free to add any accessories, lights, saddles, mudguards, forks etc. All we ask is that you keep all the accessories we deliver on the bike safe and return them with the bike at the end of the subscription. Unfortunately, if you lose the original components you will have to leave your replacement accessories on the bike when it’s returned.

If you return the eBike before the end of the 4-month minimum period, you will lose your initial deposit.

If your payment fails you will be charged a late admin payment admin fee of £10.00 for each month you fail to make payment. We have the right to terminate the agreement due to non payment.

Absolutely not, if the bike is returned with excess rust (a little rust is to be expected) or clear signs of damage caused by moisture in the LCD display, Battery or a completely rusty chain etc. you will be charged for the replacement of the water damaged components.

If you move house, you must notify us immediately, and unfortunately if you move to Scotland you will need to return your bike a we currently don’t cover Scotland.

The law states that you must be over the age of 14 to ride and e-bike on public roads.

A full charge typically takes between 3 to 6 hours, depending on the battery capacity and charger type.

Range varies by model, but most e-bikes cover 25 to 100 miles, depending on battery capacity, terrain, rider weight, and assistance level.

Yes, most e-bikes are water-resistant (rated IPX4 or higher). However, avoid deep puddles or heavy downpours that may damage electrical components.

A high-quality lithium-ion battery lasts 500 to 1,000 charge cycles (approximately 3 to 5 years) with proper care.

They require similar maintenance to regular bikes but with extra attention to the battery, motor, and electronics.

Yes, most batteries are removable and replaceable, but it’s best to use a compatible, certified battery from your retailer.

First, check the battery charge, wiring, and display settings. If the issue persists, contact us, and we’ll help diagnose and resolve the problem.

Always use the manufacturer-approved charger, avoid charging overnight or unattended, and keep the battery away from flammable materials. Charge in a well-ventilated area and unplug once fully charged to prolong battery life and ensure safety.

Using a fire-resistant charging bag, such as those offered by VLITEX, can provide additional safety during charging, storage, and transportation. These bags are designed to contain potential fires and offer heat resistance up to 1,000°C. (vlitex.com)

We offer an industry-leading 3-year warranty on our e-bikes, covering key components like the motor and battery.

Yes! You can save up to 42% on an e-bike through the Cycle to Work scheme. We work with multiple UK schemes, making it easy for you to purchase an e-bike through your employer. For full details on how to apply and the schemes we support, visit our Cycle to Work Scheme page.

Yes, we offer servicing and repairs, including battery diagnostics, motor checks, and general bike maintenance.

Consider your riding needs (commuting, off-road, cargo), range requirements, and budget. We can help you select the best model based on your preferences.