We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If 14 days has passed, we are sorry we cannot proceed with your refund or exchange request.
To be eligible for a return, your item must be in the same condition that you received it, This means it must be unused, in a resellable condition and in its original packaging. You may also need the receipt or proof of purchase. (Unused means unridden)
To start a return, you must contact us at email@example.com. If your return meets the above requirements and is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items must be sent to us within 5 business days of receiving a return shipping label to enable a speedy returns process. The cost of the return shipping, will be deducted from your refund.
Change of mind cancellations for orders paid for by finance: There is an administration fee for any order that is cancelled and was paid for with finance. This fee will equal to and be no greater than the cost of providing the finance to you. (The admin fee we are charged by the finance provider currently the only provider we charge an admin fee for is Payl8r and this is at 6% of the order value, this is because their commission fee's are non-refundable for us)
Items sent back to us without a return acceptance will not be accepted.
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. It may take up to 10 business days for us to confirm your refund. Once a refund is processed, you will typically receive the refund within 5 business days, however this could be longer dependant on your bank. (Reasons for a refund being declined would be evidence the product has been used, or damaged by the customer.)
Refunds can only be issued to the same payment method which was used to place the order.
The refund is also conditional upon us receiving the return request within 14 days of the original delivery date, for change of mind returns you must also include all original packaging including the original box. This protects the product during shipping and ensures the product is re-sellable.
You can contact us for any return related questions at firstname.lastname@example.org
We do not offer exchanges, however you may request a refund under the terms of our Delivery and Returns Policy.
Any cancellation requested following an items dispatch is not permitted. This would be treated as a return under the Delivery and Returns Policy.
Damages and issues
Please inspect your order upon receipt and contact us within 24 hours of delivery if the item is defective, damaged or if you receive the wrong item. We can only replace items if they are defective or damaged at time of delivery. If once 24 hours has passed after delivery we will not be liable for the cost of any replacement parts or bike.
We are unable to exchange or replace items that have been damaged while being used.
Please email us at email@example.com to discuss any damages or issues experienced during delivery.