Returns

• Our online returns policy
• How to return items
• Print a returns form – bikes
• Print a returns form – clothing, parts, accessories
• Postage costs for return items
• Received the wrong item?
• What if I want to exchange an item but no alternative is available?
• International returns
• Custom builds – our returns policy
• Returning faulty, damaged or broken items
• Returns address
• In-store returns policy

Rutland Cycling online returns policy

For items bought in store, scroll to the foot of this page. At Rutland Cycling we will only send you quality products. We check your order thoroughly before we send it out to make sure everything is in perfect condition, and we package your items carefully so they don’t get damaged in transit. However, if you need to return an item, we will happily exchange it or give you a refund. We offer a “no-hassle” returns policy and are happy to accept items back in their original, resaleable condition for a refund or exchange if they don’t fit, you’ve ordered the wrong things, the items are damaged or faulty upon receipt or you simply don’t like what you’ve ordered. (Please note that DVDs, software and magazines are exempt from this policy and may not be returned.) If you would like a refund, please return your item(s) to us within 14 days of receipt. Exchanges can be made up to 28 days after you receive your order. Goods must be accompanied with original proof of purchase and a completed returns form.

How to return items purchased on rutlandcycling.com

• For items bought in store, scroll to the foot of this page.
• For our web returns address, scroll to the foot of this page.

There is no need to contact us before you make a return, unless you think that our help and advice may avoid you having to return the goods (in the case of a fitting problem, etc). Goods must be complete, in pristine and resaleable condition, in their original packaging and must not be fitted or used. We recommend you obtain proof of postage, as we cannot be held responsible for goods lost or damaged in transit.

Please ensure that you include the following with your return:

• Your original proof of purchase (included with your order, or you can print out our order confirmation email)
• Our completed returns form

Refunds and/or exchanges will be issued once the products have been received and inspected by Rutland Cycling.

Postage costs for return items

At Rutland Cycling we offer free postage on orders over £20 within the UK, but unfortunately we cannot extend this to returns or exchanges. If you do return an item for refund or exchange, for whatever reason, we will deduct the postage cost from your refund/credit. This charge is £2.50 for small, low-value items, £4.50 for large packets and £10.00 for oversize items (including bikes, car racks, trainers and wheels).

Received the wrong item?

Believe it or not, we do make the occasional mistake! If we’ve sent you the wrong item, please accept our apologies. We’ll be happy to give you an refund/exchange, and refund your first class postage costs (up to a maximum of £25) for returning the item. You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost. If you are returning a large or heavy item e.g. a car rack, please contact us to arrange a collection (if you choose to post large items yourself, we can only offer a refund of up to £8). Please return the item to us within 7 working days of receipt, enclosing your original proof of purchase (included with your order, or you can print out our order confirmation email), and a completed returns form. Goods must be complete, in pristine and resaleable condition, in their original packaging and must not be fitted or used. We recommend you obtain proof of postage, as we cannot be held responsible for goods lost or damaged in transit. Refunds and/or exchanges will be issued once the products have been received and inspected by Rutland Cycling.

What if I want to exchange an item but no alternative is available?

If we don’t have an alternative item in stock, then provided you’ve returned your unwanted item to us within 28 days, we’ll offer you a refund.

International returns

For international returns, please contact us first, so we can organise the most cost effective method: call +44 (0)1572 737 626 (lines open Mon-Fri, 9.30am-5pm), or email enquiries@rutlandcycling.com.

Custom Builds – our returns policy

When we custom build or you custom order bikes, wheels or wheel sets, considerable time and care is taken to build an end product specifically for you. We hope you’ll be delighted with your new bike or wheels, but if you need to return your custom build, as a goodwill gesture we will accept it back (please note that we are not legally obliged to do this). We will, however, deduct the following charges from your refund/credit, which we hope you’ll agree are reasonable, to cover the time and effort taken in creating your custom build:

• Custom built wheels and wheel sets: £15 per wheel
• Custom built bikes: minimum charge of £100.

Returning faulty, damaged or broken items

All goods purchased from Rutland Cycling are coved by a full warranty. The duration of this warranty is at least 1 year from date of purchase, and some manufacturers offer extended warranty. Generally speaking, warranties cover manufacturing faults and defects but do not cover damage caused by crashing, abuse, general wear and tear, etc. If your faulty item is a previous year’s model and still under warranty, we may not be able to offer an exchange if the model has been discontinued or is unavailable. Should this situation arise, we will offer a repair a suitable alternative or a refund, provided the fault is covered under warranty.
Step 1: If you feel that the product you have purchased from Rutland Cycling has developed a fault, then please contact us before returning goods, as many problems may be solved without you incurring postage costs.

Step 2:If you need to return a faulty, damaged or broken product to us:

• Please make sure it’s clean, and not covered in muck and oil.
• Please wash all clothing items.
• Please enclose your original proof of purchase and a completed returns form

We recommend you obtain proof of postage, as we cannot be held responsible for goods lost or damaged in transit. We will refund 1st Class Royal Mail postage costs of returning faulty, damaged or broken items. You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost. If you are returning a large or heavy item e.g. a car rack, please contact us to arrange a collection (if you choose to post large items yourself, we can only offer a refund of up to £8). If you live outside the UK, please email us at enquiries@rutlandcycling.com with details of the item(s) you wish to return and we will contact you with the best way to return them.

Returns address

All returns should be made to the following address: Rutland Cycling Web Returns, Unit 3, Manton Engineering Wing Road, Manton, Rutland. LE15 8SZ

In-store returns policy

We offer a “no-hassle” returns policy for items bought in store and are happy to accept items back in their original, resaleable condition, within 28 days of purchase date, for a refund or exchange. Goods must be accompanied with original proof of purchase.