Returns, Exchanges & Refunds
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 Items:
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 click "Make an RMA slip", and then provide a reason and any information you feel useful and again click "Make an RMA slip". We'll then accept your return request.
Then post the item back to us. 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.
What happens next?
As soon as we receive your returned item, we’ll process it and either give you a refund or send your preferred alternative/replacement.
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.
I wasn't home when my order was delivered, where is it?
At your local Royal Mail Delivery Office awaiting your collection, check and see is a calling card has been left, if so follow the instructions on it and collect your order as soon as possible to avoid it being returned to us. In the event that no calling card has been left please contact your local Royal Mail Delivery Office, they will give you instructions on how to collect without a calling card.
My order has been returned to sender because I couldn't/didn't collect it in time, what can I do?
Get in contact with us using the Contact Form, once your order arrives back here with us we'll arrange to send it back out to you again. Please make suitable arrangements so that your order can be delivered successfully, if this means asking us to deliver to a friend, neighbour or your local Post Office that's fine.
Please note, should your order be returned to us again, we will cancel your order and refund you less the second delivery cost incurred by us.
Will you refund postage costs for my returned goods?
As above postage up to the value of £5.00 will be refunded when we receive the receipt for the cost (unless displayed on the postage label such as on Royal Mail postage stickers).
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.
Can I speak to someone about my 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