Refund Policy
Your right to cancel (14 days)
As a UK/EU consumer, you have a statutory right to cancel your order within 14 days of delivery without giving a reason, under the Consumer Contracts Regulations 2013. You may inspect the item as you would in a shop; using it beyond that (for example, riding a bike on the road or off private land) may result in a deduction for the reduction in value. Tell us you want to cancel, then return the item within 14 days of doing so — we'll refund you, including standard delivery cost, within 14 days of receiving it back or evidence you've sent it back.
Our 30-day change-of-mind policy
On top of your statutory rights, we also accept returns of unused items in original packaging up to 30 days after delivery for a full refund. Bikes should not have been ridden and should have protective film intact for this extended goodwill window — this doesn't affect your separate statutory right above.
Faulty or not-as-described goods
If an item is faulty, not as described, or unfit for purpose, you're covered by the Consumer Rights Act 2015 regardless of the 30-day window above — including a short-term right to reject within 30 days, and repair, replacement or refund rights beyond that. Contact us with your order number and we'll advise on the right route.
How to start a return
Contact support with your order number. We'll issue a prepaid label for parts and gear; bike collections are arranged by freight.
Refund timing
Refunds are issued to the original payment method within 5 working days of the item passing inspection (or within 14 days of cancellation for statutory right-to-cancel returns, whichever is sooner).