If you're reading this before buying your bike: stop now and double check our bike size guide. Our number one rule for customers is to make sure you're buying a bike that will fit you. If you've got any doubts or queries about this or any aspect of buying a bike, give us a call or send us an email. Prevention is better than a cure!
If you're reading this because you're unhappy and want to return your bike, then shucks! We're sorry you feel that way and doubly sorry if we screwed up.
If it's still within 14 days of the delivery date then no problemo – you can return the bike for a full refund. For any orders made in December, we extend our returns period until January 15th just in case it was a Christmas present!
Send us an email ASAP (firstname.lastname@example.org
) announcing your intention to return the bike. Although we offer a full refund for the cost of the bike, we can't afford to cover the cost of the return. The organisation and cost of returning the bike safely to us is your responsibility.
The best way to do this is to keep the box and re-pack in the same way it arrived. Please contact us if you need advice on how to pack the bike, but we advise you to:
- Remove the pedals.
- Turn the handlebars.
- Wrap the forks in cardboard to protect them from damage during shipping.
- Fill out the box with spare cardboard to make sure the bike won't rattle around in the box.
- Mark the box as 'Fragile' and attach our delivery address in a clearly visible location.
If the bike was damaged on delivery, you must either refuse the delivery or register the damage with the delivery person. In this case, we can make a claim with the delivery company to recoup costs and you will, of course, receive a full refund.
We will refund the cost of the bike within 7 working days of its arrival in our workshop. This gives us a chance to give it the once over and get the money back in your account.