Returns and cancellations

You have 14 days to change your mind. Under the Consumer Contracts Regulations 2013, you can cancel a distance purchase within 14 days of receiving it, for any reason, and get your money back.

Send it back unused and undamaged, in a condition we could sell it in again. Refunds go back within 14 days of us receiving the item, or of you showing us proof you sent it.

The exception is made-to-order work. A bike built to a spec you chose is made for you specifically, so the automatic cancellation right doesn't apply to it. That is the law's exception, not a policy we invented — and if you're unsure whether a build counts, ask before you order and we'll tell you straight.

Faulty items are separate. If something arrives broken or fails early, the Consumer Rights Act 2015 applies and this 14-day window has nothing to do with it. Tell us and we'll repair, replace or refund.

Every bike we sell is covered for 6 months from the day it reaches you. If it arrives damaged, or the drivetrain, battery, controller or wiring fails in normal use inside that window, we will replace the bike with an equivalent one — or refund what you paid for it — at our cost.

This sits on top of your legal rights, and takes nothing away from them. The Consumer Rights Act 2015 already says goods must be as described, fit for purpose and of satisfactory quality, and for the first six months a fault is presumed to have been there from the start unless we can show otherwise. Nothing on this page changes that.

What it does not cover: crash damage, water damage from submersion, competition or stunt use, modifications made after it left us, worn tyres, brake pads, chains and sprockets, and any battery that has been left flat for months. Those are wear and misuse, not faults.

How to claim. Send us a message with your order reference and a short video of the problem. We answer within one working day. If it is covered, we arrange collection and send a replacement — you are not paying to post a 70-kilo bike back to us.

Come to us first. We settle problems directly, and we are quicker at it than any dispute process — one message, one working day, and a decision.

We say that plainly because of how you pay us. A bank transfer is not a card payment: it does not carry chargeback rights, and Section 75 of the Consumer Credit Act does not apply to it either. We would rather you knew that before you send money than discover it afterwards. The warranty above is exactly why it exists — it is our own guarantee standing where a card scheme's would.

If you did pay by card, or through a provider that offers its own protection, those rights are yours and we are not going to pretend otherwise. All we ask is that you give us the chance to put it right first. In practice that is faster for you, and it means we can keep taking payment the way that lets us sell these bikes at the price we do.