FAQ

How long will it take to get my order and do I have to pay shipping?

Standard Delivery to UK and Europe is 6-8 weeks although it does vary depending on the location. We will give you a code to track your order.

For shipping, it is free in the UK although a standard fee will apply for any shipping outside the UK.

Do you ship internationally?

It largely depends for example if you live in on the small country of Palau, maybe not. Reach out to us by sending an email to info@newgenbikes.com and we will let you know what we can do.

 

However currently, NewGen ships in the UK and to the following countries in Europe: Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, The Channel Islands, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Romania, San Marino, Slovenia, Slovakia, Spain, Sweden, Switzerland and the United Kingdom.

Do I have to assemble my bike?

We won't ship you the bike in pieces, that wouldn't be fair. The only thing you will need to assemble is putting the front tyre and the handlebar. Don't worry, we will provide you with the tools and some really good instructions in the manual. We find putting a little bit of elbow grease makes the bike that much more special.

You can learn more from the manual.

Can I ride my 345 in the rain?

Yes you can. We live in London, one of the wettest cities in the world, we had to make our bike rideable in the rain. Although we should note that you will need to buy our mudguards. Also, we should point out the 345 is not meant for use in large puddles, heavy rain and riding through streams/rivers.
Additionally, we highly recommend to never immerse the bike in water as the electrical system may be damaged. If you leave your bike out in the rain and taking the battery out, just make sure the battery connectors are dry before placing your battery in it.

What happens if I have an issue on my bike, who do I call?

Ghostbusters (sorry had to). If you have any issues, don't fret just shoot us an email or give us a call and we will happily help in troubleshooting your bike. Although if your bike does not fall in your warranty, we can't replace or fix your bike for free and you might need to go and get parts to replace. This shouldn't be hard as the bike is made of standards parts which can be found in your local bike shop.

Can I cancel my order?

Yes you can although we will be sad to not see you on the road. Our cancellation policy lasts 14 days however if 14 days have gone by since receipt of your order, we won't be able to cancel your order.

 

You can learn more about our cancellation policy on the cancellation & returns.

What if I want to return my bike?

If you want to return the bike, it has to fall in two conditions:
-The bike is unopened and unused. Proof of unopened items will need to be verified with photos and attached to the return form. 

-The bike you received is faulty, or we are at fault.

 

In the case of the second condition, we won't charge you for the return otherwise if you're returning an item because you've changed your mind, you'll need to pay for getting the item back to us.

You can learn more on our refund policy on the cancellation & returns.

How long does my warranty cover me?

​Your warranty covers 2 years for the frame and fork and 1 year for the electrics. The warranty excludes wear and tear on tyres, tubes, rims, spokes, brake pads, cables, chain, wheels, handlebar grips, and seat. The warranty also does not include damage from power surges, use of an improper charger, water damage, improper maintenance, or such other misuse or normal wear.

 

However, any modifications to the bike or the electrical components will void the warranty. This includes the use of a thumb throttle which may affect the lifetime of the battery, motor, and controller since the bicycle is designed to be a pedal assisted e-bike.

You can learn more on our warranty terms and conditions in our manual.

Gossamer Gardens, E2 9FN,

London, United Kingdom

2021 Copyright© THE 345 by NEWGEN GLOBAL LTD. 

Company number 11465616

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