Refunds and Returns Policy

Effective Date: November 2025

Eskuta Scotland is operated by Sport Aberdeen (Company Registration No. SC350981, Charity No. SC040973), trading as Eskuta Scotland, with registered office at Stronachs LLP, 28 Albyn Place, Aberdeen, AB10 1YL. Head Office at 4th Floor,The Bridge, Kings Way, Bridge of Don, AB23 8BL

Sport Aberdeen is VAT registered: GB988795813

Contact: eskutascotland@sportaberdeen.co.uk

Made-to-order Eskuta e-bikes

All Eskuta e-bikes are built to order. Under the Consumer Contracts Regulations 2013, goods that are custom-built or made to the consumer’s specifications are exempt from the standard 14-day cancellation period. Once your order is confirmed and the build process has started, you do not have a right to cancel because you have changed your mind.

Your statutory rights under the Consumer Rights Act 2015 remain unaffected. If your bike is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund.

Delivery

Our Eskuta bikes are built to order and are usually delivered within two weeks. We will confirm your expected delivery date once your order is processed.

Faulty or damaged on arrival

If your Eskuta arrives faulty or is damaged in transit, email eskutascotland@sportaberdeen.co.uk within 48 hours with your order details and photos. We will arrange inspection and a repair, replacement, or refund. Transit damage is our responsibility once verified, and you will not be charged for return shipping in this case.

Change of mind

Because your Eskuta is built to order, we cannot accept returns or cancellations if you change your mind once the build has started. However, if you contact us immediately before work has begun we may be able to support you.

Accessories and small items

You may return accessories for any reason within 14 days of delivery. Accessories can also be returned within 30 days of purchase if unused and in resale condition, including all original packaging, labels, manuals, and parts.

If packaging is missing or damaged, we may deduct up to 20% of the item price to cover repackaging costs. If the item is damaged, used, or missing parts due to misuse or mistreatment, we may deduct an amount that reflects the loss in value, up to the full value if it is no longer resaleable. Damage proven to have occurred in transit is excluded from deductions.

Return shipping

For all customer-initiated returns not due to our error or a confirmed fault, you are responsible for paying return shipping. Shipping costs are non-refundable. If a refund is issued, any outbound and return shipping fees paid by us may be deducted unless the return is due to a confirmed fault or verified transit damage. If a return is to be arranged by us we will send you a shipping label, or confirm a collection with you via email or telephone.

Refunds

Once your return is received and inspected, we will notify you of approval or rejection. If approved, the refund will be processed to your original payment method. Please allow a few working days for your bank or card provider to post the credit.

Exchanges

Bikes can only be exchanged where there is a confirmed fault or damage on arrival. Accessories may be exchanged depending on stock availability. If not available, a refund will be provided. We do offer a discretionary trade in service for model 3s. Call us to discuss.

Need help?

For any questions about refunds or returns, please contact us at eskutascotland@sportaberdeen.co.uk