Warranty, Servicing and Parts

Will the bike I receive look like the ones on this website?

Yes and probably even better! We might make a few changes and improve certain details but rest assured that we will only make such modifications if it makes your bikes better.

Bike Warranty

We offer a 2 year warranty on the frame, motor, battery & charger, controller & display, sensors and paintwork. You must service and maintain your bike as per the full details of the suppliers warranty and terms and conditions.

Where can my bike be serviced

Any qualified bike mechanic can service the bike. The Shimano gears and brakes, CST Sensamo tyres and lights are familiar brands to bike shops and repair centres. Most parts are standard bicycle parts.

The bike is designed to be easy to repair, it has modular wiring. If you have an issue with the power, the battery or wiring then EMU Electric Bikes have a telephone backup.

Can I have a test ride

Please call or email first to check we have products in stock.

Battery Information & Assembly

How long does the bike battery last?

10.4 Amp Battery 30-50 miles or 60-80 hours.

14.5Amp Battery 40-65 miles or 65 to 100 hours.

5Amp 12-20 miles or 20-30 hours.

But there are a number of factors, your weight, how many hills, what power setting and the temperature will all affect performance. You may well be able to travel much further.  In some tests, conducted by Emu Bikes, the bikes covered over 100 miles. There is no agreed industry standard currently and other manufacturers may quote other numbers.

How much assembly is required?

Bikes are delivered 98% assembled. It arrives in a very large box. You wheel the bike from the box, straighten and adjust the handlebars using the supplied allen keys. You then need to fit the pedals using the supplied spanner. You then need to fully charge the battery. It is straightforward and explained in the supplied Quick Start Guide. Although for safety we recommend the bike is at some point checked by a bike mechanic to ensure everything is correctly tightened.

How often do I need to recharge the bike battery?

This can be recharged on the bike or you can easily remove the battery and charge it with the portable charger.  We recommend frequent recharging for best battery performance. From flat, the battery will take 6-7 hours to fully recharge, but it can be topped up with a 1-2 hour recharge.  The mini bike charges in half this time.

How do I charge my mobile phone?

There is a USB port (only on the Step Through and The Cross Bar. Not the Mini). You need the correct cable for your phone and we recommend a phone holder for the handlebars so you can easily navigate around town and country. We sell the Finn Cycling Smartphone Mount and the OsoMount.

Orders and Returns

How do I place an order?

Please use this website to place your order. Prices are in Pound Sterling (GBP) and payment is made using Stripe. You can also visit us at our office to place an order and make payment.

Do I need an account to place an order?

You do not need an account to place an order.

Who should I to contact if I have any queries?

If you have any queries please call 01723 384525 or email [email protected] and we will do our best to help.

How can I cancel or change my order?

You can cancel your order, except for any Goods which are made to your special requirements by telling us no later than 14 calendar days from the day the Contract was entered into. If you simply wish to change your mind and without giving us a reason, and without liability, except in that case, you must return to any of our business premises the Goods in undamaged condition at your own expense. Please see our terms and conditions for full details.

How do I track my order?

To track your order please enter your Order ID in the box below and press the “Track” button. This was given to you on your receipt and in the confirmation email you should have received.

How can I return a product?

You can send back your purchase or hand them over to us at Kingston House, South Ennismore Gardens, London, SW7 1NF no later than 14 days from the day on which you communicate to us your cancellation of your order.