In the unlikely event you need to return anything to us, please send an e-mail to our customer care department,
Please put as much detail as possible in the e-mail in case it is possible to resolve the problem to your full satisfaction without returning the bike. If it is necessary to return the bike we will e-mail you a returns number. We ask that you include a copy of this e-mail with the returned bike.
Please do not return any item without first contacting our customer care department for a returns number.
If any goods are returned unwanted or incorrectly ordered by you, we will either exchange the goods or issue a refund provided your decision to return the goods is communicated to us within 14 days of their original delivery to you. In such circumstances, you will responsible for returning the goods to us and ensuring they are repackaged properly to ensure damage in transit is avoided.
If any goods are returned owing to an error on our part, we will gladly refund delivery charges including the cost of collecting the incorrect item.
If any goods are returned which you feel are faulty and covered by the manufacturer's warranty, these must be returned to us for inspection, together with your purchase receipt. If it is found to be a genuine fault of manufacture (not accidental damage, misuse, abuse, neglect, normal wear and tear, something that can be adjusted), we will usually either repair or replace it free of charge, provided the fault is deemed to have occurred within a reasonable time period. In some cases we may offer a full refund. Your standard postage costs will be reimbursed, but we will not reimburse any additional postage costs you paid for services such as priority delivery or delivery outside of mainland UK.
If any parts on the bike are faulty, or develop a fault during the 12 month guarantee period, we will send out replacements free of charge, as long as the fault is a manufacturing fault and has not been caused by poor maintenance or a customer assembly error.
If any goods are returned to us as faulty which after inspection by our mechanics are found to have failed due to poor maintenance or a customer assembly error, we will contact you to inform you of this and the cost of sourcing a replacement part for you. In this event, you will be liable for all postage costs.
When you receive your bike or bikes, it is important that you inspect them before signing for the delivery. If you are suspicious that the goods are damaged, or the box containing the goods looks badly damaged, then you should refuse delivery. In this event, do not sign for the goods and please contact us immediately (3 working days maximum) so that we can resolve the situation with our courier. Another bike will be sent out to you as soon as possible. If you sign for the goods and subsequently find that the goods are damaged it makes it harder for us to deal with your complaint.
It is important that all original packaging is kept until you are satisfied with the bike or bikes and are sure that they will not need to be returned. Couriers will not accept a bike if it is not in its original packaging.
- All postage costs relating to the returning of goods will be the responsibility of the buyer (except when the goods are either faulty or incorrect). We only offer a collection service for warranty claims within 28 days of the delivery date. Bikes will only be collected if they are enclosed in their original box.
- If a part is missing, damaged or broken, there is usually no need to send the whole bike back. Contact us and we will send any item(s) to you free of charge the next working day (whenever possible).
These statements do not affect your statutory rights.