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This Returns Policy sets out how we deal with returns and is designed to work in accordance with our Terms and Conditions.
CHANGED YOUR MIND OR ORDERED THE WRONG ITEM?
You can cancel an order at any time before you receive it for a full refund. You have up to 14 days from receiving an item to change your mind and return it for a full refund for goods purchased online, no reason is required but we do require notification. You will then have 14 days from the point of notification to return the item to us. For items purchased in store, we offer a 30 exchange program. For full details please see our exchange policy below. For a full refund, the goods must to be in a re-saleable condition That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and "free gifts" or bonus items. To complete your refund or exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. We are unable to refund return postage costs. Refunds will be processed back to your original payment method within 14 days of receipt of your item.
RECEIVED A FAULTY ITEM?
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). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.
MY ITEM IS DAMAGED!
We will either repair or replace the item as soon as possible. Please let us know as soon as reasonably possible, As soon as we are able to confirm there is a fault, we will refund your return postage costs. We recommend you contact us to discuss the best options for return. If an item is faulty on receipt, please let us know as soon as possible. We will arrange for a replacement with 14 days of receipt. If the item develops a fault within the warranty period, usually 12 months, we will repair, exchange or refund the item. If we find there is no fault with the item we will return the item to you at your own expense.
I RECEIVED THE WRONG ITEM!
If you have received an item that you didn't order please contact us to arrange an exchange. We will cover the return postage costs up to our standard rate.
30 DAY EXCHANGE PROGRAM
If you have purchased an item in store we offer a 30 exchange program. To take advantage simply return your item to store. We will inspect your item for signs of use, if your item is unused we will exchange for another item of your choice without penalty. Any exchange must be for an equivalent value item or greater, the difference must be paid but no refund or credit will be made for lower priced items. For used items within the 30 day exchange program we will deduct 10GBP for each mile ridden to cover loss of value. We reserve the right to refuse acceptance into the program if the item has been misused or damaged as a result of neglect. Fair wear and tear excluded. This does not affect your statutory rights.
All products available for sale at www.e-velo.uk come with a standard 12-month warranty (unless otherwise specified) to protect you against manufacturing defects and faults.
This does not include:
Damage as a result of misuse.
General Wear & Tear.
Consumable items i.e Tyres, chains, brake pads.
Damage caused by lack of maintenance.
Damage caused by poor storage conditions
The above list is not exhaustive.
Some manufacturers offer extended warranties, please contact us for details for each individual item or check with the manufacturer directly. Registration with the manufacturer may be required to activate an extended warranty.
Warranties are for the original purchaser only and proof of purchase will be required when making a claim.
To return an item
Contact us for returns authorisation.
Package the item(s) carefully with plenty of padding (i.e Bubble wrap, cardboard) to ensure safe return to us. Attach your returns label to the outside of the parcel. Send the parcel to us via a courier service of your choice (unless we have arranged collection on your behalf). Please note that you are responsible for the safe carriage of this parcel, we recommend an insured trackable service. An item can also be returned directly to us if preferred. Please return to the address below.
Velo Bicycles Limited
7a Blyth Road Ind. Est.