Returns Policy
What Is 14 Day Free Returns?
We know that it’s important to find the right bike for you, which is why we offer 14 Day Free Returns. You’ll have the chance to try the bike that you’ve been lusting after online without the risk of getting stuck with it if it isn’t quite right. If you find that you’ve ordered the wrong size, decide to go for something different or just change your mind we’re here to help. Simply contact our Customer Services team by telephone or email to advise that you would like to return your order. For full details terms and conditions please see below.
Is My Order Eligible For Return?
To be eligible for Free 14 Day Returns your order must meet the following criteria:
- You must contact us and request your return within 14 days from the delivery date of your order as determined by DX delivery reports.
- You must retain all original packaging for the product and securely repackage the product into said packaging ready for the collection time agreed with us.
- The product must be returned complete with all of its component parts including any ancillary parts. This includes pedals, keys, chargers, baskets, pannier racks, mudguards etc.
- Your product must be returned in a reasonable condition and not show wear to a level exceeding that which could be expected for a 14 day trial period. For electric bikes the product is subject to a fair usage mileage of 15 miles. Anything above this will be charged at £5 per mile. This will be deducted from the amount refunded to you when the bike is returned
What Constitutes Reasonable Condition For Return?
To qualify for 14 day free returns your product must be in reasonable condition and have only sustained reasonable use. We fully expect that the product(s) you return may have been ridden or used during the trial period. However to receive a full refund the item(s) should not show wear to a level exceeding that which could be expected for a 14 day trial period; show any form of significant damage to the frame or components and should be returned in an acceptable level of cleanliness.
Electric bikes are subject to a fair usage mileage of 15 miles. Anything above this will be charged at £5 per mile. This will be deducted from the amount refunded to you when the bike is returned
How Do I Return My Item?
We offer a free returns collection service through our courier; all orders must be returned to us on a collection organised by ourselves using DX. Please contact our Customer Services team to arrange a collection by email or telephone using the details on our Contact Us page. How you return your item to us will depend on which delivery method you selected at the checkout.
Returning a Home Delivery item:
After they have been made aware of your intention to return your product a member of our customer service team will provide you with a returns number and arrange a suitable date for its collection. You will then need to securely repackage your item(s) into their original packaging in time for the collection slot you have agreed with us. If you are unable to repackage your product into its original packaging there will be a charge to supply replacement packaging. A charge of £20 will be applied to your refund if we supply replacement packaging for bikes. After our courier has collected the item(s) from you it usually takes one working day for the products to be delivered to us. Once the item(s) arrive with us they will be inspected and your refund will be issued within 3 working days.
Returning a Click & Collect item:
Our Customer services team will need to be made aware of your intention to return the item(s) that you have ordered via Click & Collect so that we can provide you with a returns number. It is important that you contact us directly to organise your return before contacting the store you selected for Click & Collect delivery to ensure that your refund is issued successfully.
You will need to return the bike to the store from which you originally collected your item(s). We will then liaise with our partner dealer who will repackage the product(s). We will arrange collection from our partner dealer the next working day and your refund will be processed within 14 working days of the product(s) arriving with us.
Returning Cycling Accessories:
Please contact us by email or telephone to progress with your return.
How Long Will My Refund Take?
Refunds are only issued after the products you ordered have been returned to us. Your refund will then be issued within 14 working days of us receiving your items. This period is required to allow us to inspect the bike and process the refund to your account.
Will There Be Any Charges To Pay?
We offer a returns collection service for free through our courier DX, however, if you are unable to repackage your product into its original packaging there will be a charge to supply replacement packaging. A charge of £20 will be applied if we supply replacement packaging for bikes.
Once the returned product has been returned to us it will be inspected by our service centre to ensure the product has returned in reasonable condition and has only sustained reasonable use. Assuming that the returned product meets this criterion a full refund will be processed. However, in extreme cases where the returned product has sustained significant damage or has been returned in an unacceptable condition charges will be applied to your refund. These charges will be decided on a case by case basis dependent on the severity of condition. In this case, we will contact you to make you aware of any charges that have been applied to your refund [before] your refund is processed.
Additional costs will be incurred if the product is returned without all of its original components. In this case, your monies will be refunded less the cost of the missing components and associated labour charges.
Finance Orders
If you have placed your order using Klarna you will need to contact our Customer Service team to advise that you would like to cancel your purchase. We will then be able to organise the collection of your product and the cancellation of your finance agreement with Klarna. Klarna will then cancel any payments which may have been made directly to them in the form of deposits etc.
Please note that a partial return on your finance order will not be possible where this will result in the value of the remaining products being under the minimum threshold for finance which currently stands at £350. Where a partial return will result in this situation you will either be required to return all products from the original order or arrangements can be made for you to pay the appropriate amount for the products that you wish to keep via Credit or Debit card in advance.