To return a product it must be unused, complete and in its original condition so that it is resellable at full price including all of its original packaging. We must receive it back within 30 days of being signed for, you must have authorisation from us to return the product. Please make sure you enclose a covering note stating your returns number which we will provide, full name, address, order number and a brief note stating the reason for the return.
It is your duty of care to ensure the return is packed as received (outer and internal packaging) with the parts secured to avoid any damage in transit. If a product is received back with any damage because it has not been correctly packaged we will not refund the full amount.
You must keep hold of the original packaging until you're fully satisfied with your purchase as it will be needed if a the bike / product is needed to be returned.
See pics below of how the bike must be packed to avoid damage on the return shipment, the front wheel, seat post and handlebars must be securely attached to the frame to avoid movement in transit.
In the unlikely event your bike has a missing or damaged part please contact us at firstname.lastname@example.org within 7 working days of delivery giving as much detail as possible, so we can look to resolve the issue to your full satisfaction without returning the bike. If the packaging is visibly damaged please do not sign for the goods. We can't be held responsible for damaged caused by the courier after a package has been signed for.
If any goods are returned unwanted or incorrectly ordered by you, we will either exchange the goods or issue a refund provided your decision to return the goods is communicated to us within 14 days of their original delivery to you. In such circumstances, you will responsible for returning the goods to us and ensuring they are repackaged properly to ensure damage in transit is avoided.
When returning any item for any reason it is your responsibility until they are delivered to us. We cannot be held responsible for any lost or damaged items whilst on their way to us. Ensure you send using a tracked service and with cover against loss or damage to protect yourself.
If you wish to make a return please email us at email@example.com clearly stating which item you are returning, the reason and the action you would like us to take. If you request a refund then the amount paid will be creditied back to your original payment method.
BikesDirect365.com does not offer a free returns service. You will be responsible for the costs of returning an unwanted item. If the item you are returning is faulty / damaged or was incorrectly supplied we will arrange collection using our transport partner.
It will always be our first priority to try and rectify the issue you may have rather than take the bike back.
BikesDirect365.com cannot be held responsible for any unwanted returns parcel lost in the post, therefore we advise you use a 'Signed for" service. Ensure you are adequately covered in the unlikely event of your parcel going missing in transit.
All bikes should be assembled/checked by a qualified cycle mechanic to ensure the bicycle has been assembled and set up correctly and that it is safe to ride, if a bike has not been assembled correctly this can potentially cause serious issues and faults which would not be covered by the warranty - so correct assembly is very important.
All goods supplied by BikesDirect365.com are from official sources and are covered by the normal manufacturers’ warranty. Generally speaking, warranties cover manufacturing faults and defects but do not cover damage caused by crashing, abuse, stunts and general wear and tear. It is your responsibility to ensure bikes are built correctly and well maintained with regular servicing as brake and gear cables will stretch over time with use, so will need adjustment to keep them running smoothly. Bikes should be serviced regularly and we strongly recommend this is every 3 months to maximise the life of moving parts. The first service must be within the first 3 months of ownership and proof will be needed to support any warranty claim. If an item has failed prematurely please contact us with details of the product and fault. Certain products may need to be returned to our supplier, for inspection and possible repair, before a credit can be issued.
If an exchange is requested a replacement will be sent when we have available stock.
We aim to process returns in 7 days, but please allow up to 14 days for exchange/refund.