Customer Services > FAQ's

I want to buy a used ebike whose owner claims to have made some improvements. What do you recommend?

Our clear advice in this situation: Stay away from such offers. The Bosch eBike System is designed for maximum safety and service life, and all components of the system are controlled and monitored by very complex software. Any intervention in the structure of the system will almost certainly lead to deterioration in function: It can jeopardize the safety of the driver, cause wear to greatly increase, or even mean that operation and use violate legal regulations. Any work on the system except by an authorized person or organization following the manufacturer's guidelines would certainly negate any Guarantee or Warranty offered by the manufacturer or supplier.

Is Electric Bike Tuning Authorised?

The are various companies and individuals who offer a “tuning” or customized modification of Bosch eBike Systems, especially through the internet. As the original component manufacturer, Bosch eBike Systems strongly advises against using such products and services, or attempting to modify a Bosch eBike System yourself: there is a great risk of shortening your system’s service life, and of damaging both the drive unit and the bike. There is also the danger of negating the guarantee and warranty claims on the bike you purchased. In addition, improper treatment of the system will endanger your safety and that of other road users, risking accidents as a result of this tuning, as well as steep personal liability costs and even criminal prosecution. Therefore, Bosch eBike Systems calls upon all eBike riders and vendors to refrain from “tuning” products and services.

What is covered under my warranty?

With your cycle, you will have received an Owners Handbook. Details of what is covered are detailed on the first page of this handbook.

I have purchased a bike from the website and decided it is not suitable for me. What do I do?

Raleigh UK is happy to refund or exchange any item purchased via our online shop, but your return must be accompanied by a completed returns form and within 21 days. The online form is available here. Please ensure you have followed the full returns procedure which will ensure your return can be processed in a timely manner.

Returned goods must be unused, in a saleable condition and in their original packaging with all labels still attached.

You will need to pay the cost of returning goods to us and the following will apply:

Bikes – A £25 charge will be applied. We will arrange a courier to collect the bike from you.

Accessories – these can be mailed directly to us.

I have purchased a bike from a retailer and decided it is not suitable for me. What do I do?

Your contract of purchase is with the original retailer. If for any reason you are unhappy with your purchase, you must refer back to them. Please note that individual retailers operate independently from Cyclelife and as such, have their own returns policies and procedures.

How do I know which size bike I need?

There is a link to our sizing guide on every bike details page.

How do I find a local dealer?

Please visit the Dealer Locator on this site.

My bike has developed a fault and it is out of warranty. Can I still purchase replacement parts?

It is not always possible for us to stock replacement parts for our entire range. However, in most instances, we do sell replacement parts - you can enquire about availability and costs of replacement parts with your local dealer.

I have a problem with my bike and it is covered under warranty. What do I do?

In the first instance, refer back to the dealer you purchased the bike from. If you purchased your bike from a shop which is not local to you, or over the internet, please visit the Dealer Locator. Select the dealer of your choice and contact them to request that they undertake the work required. You will not be required to pay for warranty work undertaken – we will directly reimburse the retailer for any parts or labour as appropriate. Please note that in order for us to verify that your cycle is within the guarantee period, proof of purchase will be required.

I have recently bought a bike and need to know how to assemble it. What do I do?

Please download our Bicycle Assembly Instructions for guidance on how to build your bike. If you have any doubts, please refer to your local dealer to ensure that the bikes are correctly and safely assembled. There may be a charge for this service. Please note that if you do not assemble your bike in accordance with the instructions, this will invalidate your warranty should problems occur as a result of this.