Terms and Conditions
Mastro Ebikes – Terms and Conditions
1. Introduction
These Terms and Conditions apply to all products and services provided by Mastro Ebikes (“the Company”). By placing an order, the customer accepts and agrees to these terms in full.
2. Custom-Built Products
All Mastro Ebikes are built to order and customised to the customer’s specifications.
Because each build is personalised:
Orders cannot be changed once production has started.
Cancellations are only possible before the build process begins.
3. No Right of Return for Custom Orders
Under UK Consumer Law, custom-made or personalised products are exempt from the standard 14-day return policy.
For this reason, Mastro Ebikes does not accept returns or offer refunds on custom-built bicycles unless the item is proven to be faulty.
4. Warranty
Mastro Ebikes provides the following warranty cover:
12 Months on Batteries
24 months on electrical components (motor, controller, display, wiring).
60 months on frames (excluding crash damage, misuse, or improper installation of third-party parts).
Warranty does not cover:
General wear and tear
Water damage
Accidents or misuse
Modifications made delivery
Damage from third-party repairs
Faulty components must be returned for inspection before replacement is issued.
5. Servicing & Maintenance
Every new Mastro bike includes:
premium in-house servicing
This covers check-ups, adjustments, and safety inspections.
Additional repairs, upgrades, or replacements after this period will be charged based on current service rates.
6. Customer Responsibilities
Customers agree to:
Use the bike safely and responsibly
Follow all local e-bike laws and speed restrictions
Use high-power/off-road settings only where legally permitted
Maintain the bike regularly to ensure safe operation
Damage caused by misuse, illegal riding, or lack of maintenance is not covered.
7. Delivery
Delivery estimates are provided at the time of order. Since each bike is custom-built:
Build times may vary
Delays caused by suppliers, shipping, or unforeseen events do not qualify for compensation
Customers will be informed of any significant changes to expected timelines.
8. Liability
Mastro Ebikes is not responsible for:
Injuries or accidents resulting from improper or illegal use
Damage caused by unauthorised modifications or repairs
Losses resulting from delivery delays outside the Company’s control
The customer is responsible for riding safely and following the law.
9. Privacy
Customer information is processed in accordance with the Mastro Ebikes Privacy Notice.
Your data is used solely for:
Order fulfilment
Customer communication
After-sales support
Personal information is never sold or shared with third parties for marketing.
10. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
Any disputes will be handled exclusively in UK courts.
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11. Contact Details
Mastro Ebikes
London, United Kingdom
phone : 07401372418
email: info@mastroebikes.com