Any item, except food, clothing worn close to the body or face masks can be returned to us for any reason within 14 days, provided that the item has not been used or fitted and is returned in its original packaging with a valid proof of purchase.
Online or in-store purchases can both be returned to any store free of charge or can be returned by post after completing the online returns form. If you are returning an item due to a fault, we will refund your postage.
If you wish to return your bike to us, please keep the box it arrived in and let us know using the returns form and we will arrange collection.
Customer Returns Form
If you wish to cancel, return or exchange an order please call us on 01323 368457. Returns can be processed quicker if all required information is ready.
Terms & Conditions
Items must be returned in their original packaging and be unused, and you must produce a receipt for the item. Refunds will be issued once the products have been received and inspected.
Click & Collect customers can buy with confidence knowing that they can review the item before deciding whether it is right for you before leaving the store. Should you decide it’s not right for you, it can be conveniently exchanged or refunded straight away, or you still have up your legal period to return it if you are still unsure.
1. If the items we have sent you are faulty, damaged or not as we described, we will cover the cost of collection and the delivery of the correct item.
2. If we have delivered the correct bike but upon inspection you decide the bike is not the one for you, we will charge you £24.99 for collection. If you do not have the original box, we will charge you an additional £25 to provide one.
Refunds will be processed using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase.
We are unable to offer a refund without a valid receipt.
Cycleshack Policy on Returns or Refunds for Special Orders
Orders can be deemed “special orders” where an item is not normally stocked by Cycleshack, or is in any way customised or different to a standard item.
These orders cannot be returned unless faulty; consumer law does not require a trader to return a bespoke or special item.
If you would like to order a special item then we will ask you to sign a Special Order contract agreeing that this item cannot be returned to us.
An example of a special item would be a bike from Trek or Orbea that is ordered using the tool on their websites allowing you to customise your bike; an item ordered in specially to be fitted to your bike as part of a custom build; or any other special circumstance.
Normal consumer rights apply if the item is delivered to you in a faulty state.
Deposits are requested on some orders, particularly special orders. A deposit is ‘a guarantee that the purchaser means business’ and we may ask for this in order that we only order an item from a supplier because we know you will definitely buy it. It may be that the item is one which we would not normally want to stock, so we would not be ordering it unless you specifically want it, and we do not want to stock it otherwise.
In this event we ask for a deposit as ‘security for the performance of the contract’ which means that, as long as the amount of the deposit is reasonable in proportion to the cost of the item, the deposit is not refundable. We will typically ask for a non-refundable deposit of approximately 10% of the cost of your bike (or other item).
Deposits on bikes must be paid physically in the store and cannot be paid by phone, post, internet or other remote means.