Returns policy
Please read and fully understand this policy before returning goods to us. With exception of Warranty Claims, Faulty or Damaged goods (See terms below), we can only accept a return on an item if it is completely unused and in its original condition.
- Please pack the item carefully in its original packaging.
- Submit a returns form using the retuns form at the bottom of the page.
- Fully complete the returns slip and include it in the package.
- Send the parcel on a through postal/courier service to the returns address.
Returns Address
Bike Bros. Returns
23-25 Woodbridge Hill
Guildford, Surrey
GU2 9AA
Returns & Exchanges Policy Summary
We offer a 30 day returns period from the date of receipt.
Distance Selling
In addition to our Returns Policy, under the Consumer Contracts Regulations, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods.
Faulty Goods:
Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But 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).
It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service. Please ensure that the service you use covers the value of the goods in the parcel.
We are unable to accept returns where the goods or packaging has been used, lost, damaged or is otherwise not in the condition you received it in. Bikes must be returned in a securely packaged bike box.
If you would like us to arrange a collection via courier, then we can do so at a cost of £50. Should you fail to be present for an arranged collection, you will be charged £20 to rebook.
We will refund up to £10 for private postage of faulty or damaged items.
If you would like to exchange an item, we will happily send out a replacement product once the original has been returned.
Refunds will be made to the original payment method - this may take up to 10 days to appear depending on the method of payment. Initial shipping costs are non-refundable.
We are unable to offer a refund without proof of purchase.
We cannot accept returns without a completed returns form.
Signing for delivery receipt of items that have clearly been damaged by the courier is the responsibility of the receiver.
Items that are damaged during a return as a result of inadequate packaging will be declined and returned to you, or charged for.
Several types of goods are exempt from being returned. Perishable goods cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
Faulty Goods and Warranties
If the item that has been received is faulty, damaged, or not as described then we will cover the cost of return postage (up to £10) and offer a refund or exchange. In these instances, we would always recommend using our own shipping services.
Important information to note about returning faulty, damaged, or not as described items:
Bike Bros. issue no warranties, all warranties are issued by manufacturers. For this reason, we may need to send your goods to the manufacturer for inspection before taking any action. Please see the relevant manufacturer's website for full warranty information.
Only products that are faulty, damaged or not as described by us are eligible for returns/exchanges. If damage has been caused through wear and tear, improper care, or some other factor beyond our control then it will not be covered.
Once a faulty item has been used, or if the packaging has been damaged it can still be returned to us, however we - and the manufacturer - reserve the right to offer a repair, replacement, or partial refund.
Remember it is your responsibility to ensure that returned items are packaged appropriately - any damage caused in transit [as a result of inadequate packaging] will be chargeable.
We cannot accept any cycle warranty claim or return for incorrect pedal fitment or damage to crank arms caused by incorrect pedal fitment.
If the wheels on the bike you've ordered become untrue through use, or the gears need readjustment after initial use, this unfortunately not covered under warranty. Every new bike requires a 4-6 weeks check up, this is provided by us free of charge, provided the bike is dropped off and booked in the workshop with us.