Returns & Refunds Policy (Full Terms)
1) YOUR LEGAL RIGHTS
We comply with UK consumer law including:
- Consumer Contracts Regulations 2013 (online/distance sales including click & collect orders placed online)
- Consumer Rights Act 2015 (faulty goods, incorrect items, not as described)
Your statutory rights are not affected.
2) ONLINE & DISTANCE ORDERS – 14-DAY CANCELLATION RIGHT
If you purchased online (including click & collect placed online), you can cancel within 14 days of receiving or collecting your goods.
HOW TO CANCEL
Tell us you want to cancel within 14 calendar days of delivery/collection by:
- email: returns@rmcycles.co.uk
- post: Returns Department address below
- or using our cancellation form (see Section 12)
RETURNING GOODS
After notifying us, you have 14 days to return the goods.
REFUNDS
If you cancel within the legal timeframe, we refund:
- the item price, and
- the cost of standard outbound delivery (if you cancelled the entire order)
Refunds are made within 14 days of receiving the goods back or receiving proof of return.
Premium delivery upgrades are not refundable unless the goods are faulty or incorrect.
RETURN COSTS
Return costs are paid by the customer unless the item is faulty or incorrect.
Oversized items may require collection and a fee applies (see Section 9).
CONDITION & DEDUCTIONS FOR USE
You may inspect goods as you would in a shop.
If used beyond inspection, we may reduce your refund to reflect loss in value (e.g. wear, washing, missing packaging/tags, signs of riding).
3) 30-DAY GOODWILL RETURNS (UNUSED ITEMS)
We offer a voluntary 30-day goodwill return for eligible items provided they are unused, unworn, unwashed and returned in original condition with tags/packaging intact.
This is separate from your legal cancellation rights.
4) FAULTY GOODS / NOT AS DESCRIBED (CONSUMER RIGHTS ACT 2015)
If goods are faulty, not as described or not fit for purpose, you are entitled to a remedy under the Consumer Rights Act.
- Within 30 days, you may be entitled to a full refund
- After 30 days, repair/replacement may apply, and if unsuccessful, refund/price reduction
We cover reasonable return costs or arrange collection for faulty/incorrect items.
5) INCORRECT ITEMS
If you received the wrong item, contact us with:
- order number
- name/address
- product details and what is incorrect
- whether you want a replacement or refund
We’ll advise next steps and arrange return/collection at our cost.
6) USED BIKES
Used bikes are sold with full consumer rights. Condition is described as accurately as possible.
For change-of-mind cancellations, the bike must be returned in the same condition as supplied. If ridden beyond reasonable inspection, a deduction may apply.
7) CUSTOM BUILDS & SPECIAL ORDERS
Custom builds and special orders may be exempt from the 14-day cancellation right where they are made to your specification.
Faulty/not-as-described rights always apply.
(See Custom Builds Addendum below.)
8) CLOTHING, HYGIENE & NON-RETURNABLE ITEMS
Items must be returned unused and in resaleable condition.
CLOTHING TRY-ON RULES
- Items may be tried on for sizing but not worn for activity
- Please do not wear perfume/aftershave/deodorant when trying items
- Shorts must be tried on over clean underwear
If returned with signs of wear/washing/odour/stains, returns may be refused or have a deduction applied.
HEAT MOULDING / NEOPRENE
- Shoes that have been heat-moulded cannot be returned unless faulty
- Neoprene products (e.g. wetsuits) are inspected prior to dispatch; damage caused by trying-on/use is not accepted as a return reason unless faulty
9) OVERSIZED ITEMS – COLLECTION FEES (CHANGE-OF-MIND RETURNS)
Some items require specialist courier handling due to size/weight. For change-of-mind returns, a collection fee applies to cover courier costs:
- Bikes or bike boxes: £60
- Indoor bikes: £100
- Turbo trainers, trainer mats, wheels, workstands and any item over 61cm x 46cm x 46cm: £15
These fees are waived if the item is faulty or incorrect.
TO ARRANGE COLLECTION,
EMAIL returns@rmcycles.co.uk
WITH:
- full name and collection address
- order number + items returning
- preferred collection date (Mon–Fri)
- contact number for courier
10) TEST RIDES / OUTDOOR USE (BIKES)
Bikes must be returned without signs of use beyond reasonable inspection.
Outdoor riding may result in a refund reduction to reflect diminished value.
11) RETURNS PROCESS
All returns must include:
- completed returns form
- invoice/order confirmation
Package securely and do not place labels directly on product packaging (shoe boxes, item packaging, bike boxes).
Keep proof of postage and tracking.
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CUSTOM BUILDS & SPECIAL ORDERS – ADDENDUM
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CUSTOM BUILDS & SPECIAL ORDERS
A custom build/special order is any order assembled or created to your specification, including:
- non-standard components chosen by you
- parts ordered specifically for you
- bikes built to your requested configuration
- cockpit setup requests or bespoke fitting work
- cutting steerer tubes, installing tubeless sealant, custom wheel builds, etc.
CANCELLATION RIGHTS
The legal 14-day cancellation right may not apply to goods made to your specification or clearly personalised, particularly once work has started or parts have been ordered specifically for you.
Where this applies, we will make it clear at the time of order.
DEPOSITS
Custom builds may require a deposit. If you cancel after work begins or parts have been ordered specifically for you, the deposit may not be refundable (except where required by law).
FAULTY GOODS
Nothing in this policy affects your rights for faulty goods or goods not as described.
FIT & CUSTOMER CHOICE
If a custom build is built correctly to the agreed specification, we cannot accept returns simply because a customer later changes their mind on sizing or component choices.