Click Here to View/Print Our Bike Returns Form
Click Here To View/Print Our Returns Form for Parts/Accessories/Clothing
Rutland Cycling conform to the Distance Selling Regulations, which are designed to protect you when buying items by Mail Order. We offer a flexible returns policy and are happy to accept items back 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: YOU MUST ensure that our completed returns form is included with your return. If you do not include the form we will be unable to process your return efficiently.
Returning for refund/exchange
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 returned within 7 working days of receipt. Goods received after this time will only be exchanged or credited to your account.
- Goods must be in original packaging.
- Goods must not be fitted or used.
- All refunds and/or exchanges will only be issued when the products have been received by Rutland Cycling.
- Goods must be accompanied with original proof of purchase and a Completed Returns Form.
- DVD's and magazines are exempt from this policy and may not be returned.
- We cannot refund any postage costs you may have incurred from your original order.
At Rutland Cycling we offer free postage on all orders over £20 (Excluding bikes), but unfortunately we cannot extend this to product exchanges. If you do return an item to be exchanged for a different size or colour etc, then we will charge the postage cost to your card.
This charge is £2.50 for small, low value items, or £4.50 for large packets and £8.00 for oversize items (bikes, Car Racks, Trainers & Wheels)
Custom Builds
When we custom build wheels/order wheel sets in or a bike for you, it is built specifically for you, and to your exact specification. This means that we are not obliged to accept back custom built/wheel sets items for a refund or exchange. Custom built wheels/wheel sets will be accepted back but a £15 per wheel charge will be levied on an exchange or refund, to cover the time and effort taken in creating the wheel. Custom Built Bikes will be accepted back but a minimum charge of £100 will be levied on an exchange or refund, to cover the time and effort taken in building the bike.
Faulty, damaged or broken?
All goods purchased from Rutland Cycling are coved by a full warranty. The duration of this warranty is at least 1 year but 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 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. If the goods need to be returned:
- Goods must be clean, not covered in muck and oil.
- Clothing must be washed and clean.
- Goods must be accompanied with the original proof of purchase and a Completed Returns Form.
- You will have to pay the post office to return the goods but we will refund these costs to your card or send you a cheque for the value (UK orders only).
- We can only refund the cost of 1st Class Royal Mail. If you are returning a large or heavy item e.g. a car rack, please contact us to arrange a collection.
- You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost this is for small to large items.
- Post charges for oversize items (bikes, Trainers, Car Racks & Wheels) will only be refunded up to £8.00 - we can arrange collection of these items for you.
- If you live outside the UK unfortunately we cannot cover postage costs either way you will need to pay to have the item sent to us and we will request payment for returning the item(s) before we send them.
- Items which develop a fault within the first six months will be repaired or replaced. If an item develops a fault after this period and up to six years from the date of purchase (excluding consumable or perishable goods) the onus will be on the customer to prove that the item is inherently faulty in line with the Sale of Goods Act.
Exchanges will only be issued when the products have been received by Rutland Cycling. In accordance with the distance selling regulations , if a repair or replacement is not available, processing refunds can take up to 30 days however this is generally not the case and we try to process them as soon as possible.
Please be honest when dealing with us, we will try our best to resolve any problem you have as it is in our interest to have a happy customer!
With regards to faulty items that are past season i.e. a previous year’s model we may not always be able to offer an exchange as they may be discontinued and therefore unavailable. Should this situation arise we will offer a repair or a refund given that the fault is a warranty issue.
Sent the wrong part?
Believe it or not we do make mistakes on the odd occasion! If we have sent you a part which is different to what is listed on your invoice we will be happy to make an exchange and pay your first class postage costs for returning the item.
- Goods must be returned within 7 days of receipt.
- Goods must be in original packaging.
- Goods must not be fitted or used.
- You will have to pay the post office to return the goods but we will refund these costs to your card or send you a cheque for the value.
- We can only refund the cost of 1st Class Royal Mail Recorded Delivery. If you are returning a large or heavy item e.g. a car rack, please contact us to arrange a collection.
- For non-UK returns please contact us first to arrange the return so we can organise the most cost effective method.
- You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost.
- All refunds and/or exchanges will only be issued when the products have been received by Rutland Cycling.
- Goods must be accompanied with the original proof of purchase and a Completed Returns Form.
Return address
All returns should be made to the following address at your cost:
Rutland Cycling Web Returns,
Unit 3, Manton Engineering
Wing Road,
Manton,
Rutland.
LE15 8SZ