Returns & Refunds

Draft for review. This page has been prepared as a working draft and has not been reviewed by a qualified adviser. Every highlighted field needs a real value before publication, and the whole page should be checked against the law of each market you sell into. Do not rely on it as legal advice.

Your statutory right of withdrawal

If you are a consumer buying at a distance within the EU, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to return them.

This is a legal right and sits alongside — not instead of — anything else on this page.

How to start a return

[OWNER TO CONFIRM: the exact returns process: email address or portal, whether an RMA number is issued, and the return address]

Condition of returned goods

You may examine the bike as you would in a shop. You may be liable for any reduction in value caused by handling beyond what is necessary to establish its nature and characteristics — in practice, a bike that has been ridden outdoors, marked or modified is not in the same condition as one that has been assembled and tried.

  • Return the bike in its original packaging where possible.
  • Include all parts, tools, chargers, keys and documentation.
  • Do not remove or deface serial number labels.

Return shipping costs

[OWNER TO CONFIRM: who pays return carriage under the right of withdrawal, and whether a collection service is offered for bikes]

Refunds

[OWNER TO CONFIRM: refund method and timescale after goods are received and inspected]

Faulty or damaged goods

If an item arrives damaged or develops a fault, this is not a "change of mind" return and different rules apply. Under EU consumer law you have a statutory legal guarantee of conformity, generally for two years from delivery. Contact us with photographs and your order number and we will deal with it.

Report transit damage as quickly as possible — see the delivery-day notes in our shipping policy.

Batteries

Lithium batteries are subject to transport restrictions and cannot always be returned by ordinary post. Contact us before sending a battery back so we can arrange a compliant method. Never ship a damaged or swollen battery.

Exclusions

[OWNER TO CONFIRM: any lawful exclusions, e.g. made-to-order or personalised items, and how the extended warranty product is treated]