Perhaps the product is not what you want, it doesn't fit, or maybe you've just changed your mind. As long as your item is unused, in its original undamaged packaging, in re-saleable condition and returned within 28 days of receipt, then we are happy to offer an exchange or refund.
Please be aware that if the returned product has damaged/dirty packaging, signs of use, fitment/tool marks, etc, we will only offer a partial refund as the product is no longer re-saleable as new.
How to Return Products:
To arrange for a return, please go to your >>Order History<< page, select the appropriate order and then scroll down and place a tick next to the product/s you wish to return. Next enter a short reason for the return and the click "Request a Return", you'll now be taken to your Merchandise Returns page where you can print off your Returns Form which includes the Conditions of Return. We'll then accept your return request and await delivery of your returned products/s before processing your refund.
Please note our Conditions of Return: All products must be returned in their original packaging and in new condition, unused and without damage and be in re-saleable condition. This includes clothing, which additionally must be clean (free from dust, dirt, fluff, pet hair, etc), may have been tried on to test fit & size but not used/worn further to this. We will not accept used/worn clothing which has been returned dirty, soiled, otherwise clearly "used" or that has been washed/cleaned prior to return. Please be aware that if the returned product has damaged/dirty packaging, signs of use, fitment/tool marks, etc, we will only offer a partial refund as the product is no longer re-saleable as new.
Posting your products back to us:
Dropper Post Returns:
NOTICE: Dropper post returns must be made using DHL/DPD/FedEx, DO NOT return using Royal Mail, dropper posts are classified as prohibited goods and Royal Mail will remove and destroy the dropper post.
Dropper post returns can be booked through either:
All other product returns:
We recommend using a tracked delivery method for returning goods (such as Royal Mail Signed For 2nd Class or, although cheaper and slower - My Hermes). This method requires a signature upon delivery and insures you for the value of the item/s; we cannot be held liable for any returned parcels lost or damaged in transit to us so please package them well.
When returning an item that's Faulty, Damaged or been supplied Incorrectly we will refund the return postage cost up to a maximum of £5.00. Please do NOT use overly priced express services. For example: Currently to post a cassette by 1st Class Signed For costs £4.45, 2nd Class Signed For costs £3.95. Express delivery services cost upwards of £8.00 and will not be refunded unless agreed in advance for high value returns.
Returns can be posted at your local Post Office.
What happens next?
As soon as we receive your returned product, we’ll process it in line with the Conditions of Return and either give you a refund or send your preferred alternative/replacement. In a situation where a product is returned without original packaging or damaged packaging, used and/or damaged resulting in the product no longer being resalable as new, then we will contact you to discuss this. In most cases we will be happy to offer a partial refund.
Are any items excluded from the returns policy?
Certain products such as food/drink or perishables cannot be returned. Personalised items, or those made to order, are also excluded unless they are faulty.
Can I get an exchange before my items are returned or can I fast track my return?
With regard to return for exchange, we cannot deliver an exchange until we have received the original item back. We always aim to process returns efficiently, however, if you want to speed the process up you can order a replacement item and then return the original for a refund. Please do not use overly priced express courier services to return items, we will refund up to a maximum of £5.00 only, unless returning a dropper post in which case a maximum of £15.00 for courier returns.
Will you refund postage costs for my returned goods?
As above postage up to the value of £5.00 will be refunded for qualifying returns when we receive the receipt for the cost (unless displayed on the postage label such as on Royal Mail postage stickers). For qualifying dropper posts returns up to £15.00 will be refunded.
Please note that if items are returned as unwanted (changed mind), doesn't fit/too small/big or ordered incorrectly then the cost of return delivery will not be refunded.
How much will I be refunded?
You will be refunded the full price you have paid, less any priority or express delivery options you have paid for - 1st Class Delivery, Special Delivery, DHL Express, etc.
Can I get the refunded money sent to me a different way?
You're refund will be made back to the original payment source only. For example: if you paid by credit card, we cannot send you a bank transfer or cheque.
Where is my order?
You can follow the progress of your order from your account page. Once it has been marked as shipped it is over to Royal Mail or DHL to get your order to you. If a tracking number is available it will be added to your order and you will receive an email with this too.
If you have purchased and used the free delivery option then your order will be sent by Royal Mail 2nd Class. Below is a breakdown of the expected (but NOT guaranteed!) delivery times:
- Royal Mail 2nd Class - 1-2 Working days from dispatch
- Royal Mail 1st Class - 2-4 Working days from dispatch
- Royal Mail Special Delivery - Next Working day from dispatch
- Royal Mail International Tracked/Signed - 7-14 Working days from dispatch
- DHL - Next Working day from dispatch
- DHL International - 7-14 Working days from dispatch
These are delivery times FROM dispatch, not from the time of placing your order. "Working Days" are Monday - Friday excluding bank and national holidays in the United Kingdom and rest of world. The Royal Mail 1st Class, 2nd Class and International delivery times are not guaranteed! Delivery could take as long as:
- Royal Mail 2nd Class - 10 Working days from dispatch
- Royal Mail 1st Class - 10 Working days from dispatch
- Royal Mail International Tracked/Signed - 20-25 Working days from dispatch
MTBRiders will not issue a refund under any circumstances for delayed or lost parcels until the above time scales have passed, as this is the minimum time that must pass before we can claim for the loss, and in which time the order may still be delivered.
Can I speak to someone about my order or return?
Please use the Contact Form as this is the fastest way to get in touch for support.
Please read the MTB Riders Components and Accessories Terms & Conditions