These are the general terms and conditions between The Bike Shop (“we” or “us”) and anyone who buys from us (“you”). The Bike Shop is part of The Bike Project, a registered charity (charity number: 1152354) and a company limited by guarantee registered in England and Wales (company number: 08359498), our registered office is at The Bike Project HQ, 3Space International House (7th Floor), Canterbury Crescent, London, SW9 7QD.


You can contact The Bike Shop via the following methods:

  • Write to us at The Bike Project HQ, 3Space International House (7th Floor), Canterbury Crescent, London, SW9 7QD
  • Fill in our online form here: Contact 

Please don’t hesitate to contact us if you would like to access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information.


If your order is under £30 we will charge a £5 shipping fee. Most orders above £30 that are shipped to mainland UK will be charged at £19.99, however, some remote regions may incur an extra fee. Unfortunately, we are unable to deliver outside the mainland UK.

Delivery service

You will need to be available to accept the bike when it arrives. We will send you an email to let you know it has been dispatched.

Delivery failure

If all attempts to deliver the goods fail then the goods will be returned to us. We will issue a refund less the costs of the delivery, the return fee and any admin fees we may have incurred.

Bike satisfaction guarantee

We are so confident that you will like your bike that you have 14 days to test ride it. If you like it – great! If you decide it’s not the bike for you then simply return it for a full refund.

You will need to notify us at of your intention to return the bike within 14 days of the delivery date. We offer a full refund but you will be responsible for organising and paying for returning the bike safely. It would help if you keep the box and make sure to pack the bike securely.

The bike must be returned in the same condition you received it in. Failing this, we may deduct the cost of repairs from the refund.

We will refund the cost of the bike within 7 days.

If you are unhappy simply email us at or call us on 020 7733 8098 and we’ll be happy to handle your query.

Additionally, under the Consumer Rights Act you have a right to reject any goods that are of unsatisfactory quality, unfit for purpose, or not as described, and get a full refund. This right is limited to 30 days from the date you took ownership of the goods. This could be the date of purchase or the date the goods were delivered to you – whichever is later. After the initial 30 days, you can’t demand a full refund in the first instance, but you still have the right to repair or replacement.

Safety warning

Your bicycle must be properly assembled and checked before riding. The Bike Project Shop accept no responsibility for injury or damage due to faulty assembly. Failure to ensure your cycle is properly assembled may lead to injury and invalidate any opportunity for returning the bike. Assembly undertaken without professional assistance is at the owner’s risk. If you are in any doubt, please contact us for assistance.

Bike servicing

Our bike services offer a 3 month guarantee period and during this time if you experience any problems with your bike, please call us on 0207 846 9383 so we can assess the situation. New parts should come with a 1 year manufacturer warranty but this doesn’t cover general wear and tear or damage.

If you use one of our courtesy bikes, you are responsible for the bike during that time and will be asked to pay for any damages or loss of the bike. After your service is complete, you are expected to pick up your bike within one month of the service being complete.


All prices quoted include VAT where applicable. It is always possible that some of the goods we sell may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that, where the goods’ correct price is less than our stated price, we will charge the lower amount when dispatching the goods to you. If the goods’ correct price is higher than the stated price we will normally, at our discretion, either contact you for instructions before dispatching the goods, or reject the order and tell you. If the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as an error, we do not have to provide the goods to you at the incorrect (lower) price.

Refugee Routes

By signing up the the challenge you agree to be fully prepared for the physical challenge and will check with your doctor to ensure that you are medically fit to participate. You agree to take part in at your own risk and will not hold The Bike Project or any connected persons responsible for any accident, injury or illness sustained to the fullest extent possible in law.

As part of your stewardship, you agree to be contacted via email, telephone, and post.

Governing law

These terms and conditions shall be governed by English and Welsh law and we both agree to the non-exclusive jurisdiction of the English and Welsh courts.


If you believe that your intellectual property or other rights are being infringed by The Bike Shop, or if you are dissatisfied with The Bike Shop or any aspect of our service, in the first instance please email or call us on 020 7733 8098.


We want everyone who supports us, or who comes to us for support, to feel confident and comfortable with how any personal information you share with us will be looked after or used. Please read our Privacy Policy for more details.


We use cookies to help identify your computer so we can tailor your user experience, track shopping basket contents and remember where you are in the order process. Please read our Cookies Policy for more details.