Return & Refunds
Returns and Refunds :
There are some exclusions to our 365 day returns policy, which are detailed below (unless faulty or not as described):
- All products or those with a best before date must be returned within 28 days
- Any customised/personalised items such as wheel builds cannot be returned
- GPS systems such as sports watches or cycle computers can only be returned if unregistered
- For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn (and any protective packaging remains)
- Gift vouchers
- Products received over 365 days ago
- Products that have been opened or unsealed
- Products returned in an unsatisfactory condition
Please note, that we reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
Returned items will be checked by one of our specialists to ensure they meet the criteria set out in this Returns and Refund policy. Please note if you return items which are outside our Returns and Refund policy we will be unable to process a full refund. We will contact you in such circumstances
We cannot offer exchanges for unwanted items; please place a new order for any alternative items you require. All refunds will be issued to the original payment method on the order within 7 days of receipt at our warehouse or once the item has been checked by one of our specialists.
This does not affect your statutory rights.
How to make a return:
If you wish to return unwanted items to us please follow the simple steps below:
- Select the ‘Make a return’ button below (We have partnered with ReBOUND to offer a range of return services for your convenience)
- Enter your order ID and postcode
- Select the items from your order which you wish to return, along with the reason for return
- Select the service you wish to use for return
- Securely pay for return (if applicable)
- Print your return label and return form (you can print this later using the email we send you)
- Insert the return form in your return package with the items you’re returning
- Attached the return label to your box
- Returned goods should be unused, in a saleable condition and in their original packaging with all labels still attached.
Returned goods should be unused, in a saleable condition and in their original packaging with all labels still attached.
What is your warranty policy ?
We work hard prior to dispatching your product to make sure it never comes back as a warranty issue. We get how frustrating warranty problems can be and our aim is to assess any problems, find a resolution and get you back out using your product as quickly as we can. As with all warranty though there are some things you need to know:
Our policy does not affect your statutory rights.
Our company does not warrant against failure or damage due to misuse such as, but not limited to incorrect installation, poor maintenance, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by us.
Our company does not cover general small item.
Corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occurs after extended use will not be covered under warranty.
After the initial 30 day period Our shop Reserve the right to repair/replace any defective part under warranty.
Warranty is non transferrable and applies to the original purchaser only. Proof of purchase is required with all potential warranty claims.
Any item that is repaired or replaced under warranty will be covered by a period equal to the remaining warranty period of the original part.
Usage during competitions, events, circuits or activities other than those for which the goods has been conceived will greatly reduce its useful life and is not covered under warranty.
Costs incurred as a result of loss of use, as well as labour charges for part replacement or changeovers are not covered.
If a repair/replacement is not possible our shop reserve the right to offer an alternative of equal or greater value (colour may vary) or a partial refund proportional to the remaining life of the product.
Always install, repair and use your product in strict compliance with the product’s instructions; failure to do so might damage the products and cause a serious accident.
Will my claim be successful ?
It very much depends on the problem and whether your item is still inside warranty. We look at each case with the aim of resolving the issue to your satisfaction. We use our team workshop mechanics to assess and repair. We also raise issues to the manufacturers for repair and replacement. Each claim is thoroughly investigated to ensure we give you the best possible service.
How long will my warranty claim take ?
We make every effort to resolve warranty as fast as possible; we know you want to get back on your bike asap! If we can sort the issue we will but in some cases products have to be sent back to manufacturers, our workshop or specialist repair partners and this can then take a little longer. Please be patient with us as you can be assured we are constantly striving to achieve the quickest turn around we can.
What is your returns policy ?
We make it simple for you – if you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 365 days of receipt. Please note we do not offer exchanges, all returns will be refunded back to the original payment method. Please see exclusions in the terms and conditions above.
How do I make a return ?
Just follow the instructions and guidelines above to choose the most suitable return method for you. Once we have processed your return we will send you an email to confirm. All refunds will be processed back to the original payment method. We do not offer exchanges. Once your return is received back at our warehouse, it will be processed within 7 days.Do I need to contact you before making a return ?
There is no need to contact us before returning an item unless it is incorrect or faulty. If there is a problem with your order please contact us before you make a return.How long do I have to return an item ?
We have a 365 days returns policy. If you’re not completely satisfied with an item and it has not been used or fitted you can return it to us within 12 months of purchase for a full refund.Does my return have to be in the original packaging ?
Yes, all products must be unused, in a saleable condition and in their original packaging with all labels still attached. For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn. If hygiene strips have been removed we will not be able to accept the return.How do I return a goods ?
Other large items are too big for our standard returns service. Please contact us and we can arrange a collection with one of our delivery partners at a reduced rate. All items must be boxed and packaged prior to collection.Where do I find my Order Number and Stock ID ?
Your order number and stock ID will be on your delivery invoice, confirmation or dispatch email or in ‘Your Account’. The order number starts with ‘#’ followed by numbers, for example #1619026599. The stock ID is a series of numbers displayed above the product description on your invoice, you can also find this on our website, on the product page by clicking “view all options as a list”What if my item is faulty ?
Faulty items are not included in our 365 day return policy as they can be sent back to us at any time. Items sent back to us will undergo an inspection and, in certain circumstances, it may be necessary to send the item away to the manufacturer to confirm the fault. All goods purchased from our shop are normally covered by a manufacturer’s warranty, which, generally speaking, will cover manufacturing faults and defects including poor workmanship. We will always honour the manufacturer’s warranty where applicable (these are normally one year). If your product develops a fault within 30 days of purchase, please return following the “How to make a return” steps and we will issue a refund. Please select the return Reason “Faulty” when returning your item via Rebound. Following the 30 days period, we’ll repair the product as long as it’s within the terms and conditions of our warranty. If you feel that your purchase has developed a fault, then please contact us with photographs of the issue before returning any goods – we may be able to solve your problem without you incurring any postage costs. We will then get in contact with you for the next steps in completing your claim.How do I return a used/broken item ?
If your item has been used and there is a problem with the product you can raise a warranty claim with us. All the information you need to do this is on our Warranty Claims page. Once we receive your query we will make every effort to get your claim assessed quickly and get you back to you with the next steps.Who pays for my return delivery cost ?
If the item is being returned as a result of our error, (damaged, defective, wrong item sent etc), we will refund Royal Mail First Class or Standard Parcel postage costs. Other returns are payable by you and non-refundable. Free UK returns are available with the Asda toyou service. There is a charge of £2.95 for all other returns procedures. For large items or from regions were local postage is very costly please contact us for additional options.I’ve returned my item, what happens next ?
Once your return is received back at our warehouse, it will be processed within 7 days.What if there is an issue with my return request ?
Don’t worry if there are any problems a member of our team will be in touch to sort it out. They will email you at the email address you used when placing the order.Can I return an item I bought in store to the website and vice versa ?
The simplest way to return an item is to return it to where you bought it. This gives you the flexibility to get a refund or pick another item (or items) to exchange it with.Can I claim a refund for customs duty ?
If you have paid duty for the order you received and you’re returning it to us, you should be able to claim a refund of duties from your local customs authority. To find out how and for any other queries about customs duty please contact your local customs authority.Where will my refund be paid to ?
Your refund will be paid back to you via the original payment method you used to purchase the item. Please see different refund/payment methods below: 1. Credit/debit card – If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. 2. Paypal – we’ll process a refund to your PayPal account originally used to place and pay for the order. 3. Gift voucher – If you paid for using a gift voucher you will be given a gift voucher to the relevant value.Damaged, Incorrect & Incomplete ?
If you have received an item that is damaged, not what you ordered, or is missing parts please contact us with photographs of the issue before returning any goods – we may be able to solve your problem without you incurring any postage costs.How we will refund you
1. Credit/debit card – If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. 2. Paypal – we’ll process a refund to your PayPal account once we receive your item. 3. Gift voucher – If you paid for using a gift voucher you will be given a gift voucher to the relevant value.Cancellation rights at law
For purchases made in Australia, see the Australia Policy. You also have rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which state that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund. You have the right to cancel this contract within 14 days from delivery without giving any reason. This right does not apply to any customised or personalised goods bought through our website. To exercise this right please Contact Us prior to the expiry of the cancellation rights period. If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). Where charges apply, you are responsible for paying the return delivery charges. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than: 14 days after the day we received back from you any goods supplied; or (if earlier) 14 days after the day you provide evidence that you have returned the goods; or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following: up to 30 days: if your goods are faulty, then you can get a refund; up to six months: if they can’t be repaired or replaced, then you’re entitled to a full refund, in most cases; up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back. This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk. Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law. Please contact us, if you want: us to repair the goods; us to replace the goods; a price reduction; or to reject the goods and get a refund.