The Rutland Difference Rutland Rewards 30 Day Test Ride 1 Hour Delivery Slot Price Match Promise Free Click & Collect

Earn Rewards Points

Our Customer Rewards scheme allows you to earn points every time you shop with us. The points you earn can be used to spend on products both online and in store. You can spend your points as soon as they're on your account, so you won't have to wait around for your savings.

Signing up to the Customer Rewards scheme is free, and the points you earn can be used both online and in store. You can spend your points as soon as they're on your account, so you won't have to wait around for your savings. Rewards Points are valid for 12 months from purchase date.

Any bike purchased using 0% finance and/or Cyclescheme (or other employee salary-sacrifice scheme) is excluded from this offer.

Read more about Rutland Rewards

30 Day Test Ride

All the convenience of buying online, without the risk
When you buy a new bike at full RRP from rutlandcycling.com, you can now benefit from the added reassurance of our Rutland 30-day test ride. Once your new bike arrives, you can ride it as your own for 30 days, and we're confident you'll love it! However, if it's not right for you, we'll exchange it for another model. (There's a nominal charge of £10 for us to collect your bike - just make sure you keep the box your bike arrived in.)

On which bikes is the 30-day test ride available?
The Rutland 30-day test ride is available on all full price, non-discounted bikes available for home delivery on rutlandcycling.com. It is not available on discounted or special offer bikes, click and collect bikes, bikes bought on finance, bikes bought through Cyclescheme, or bikes bought in store. This offer is only available on bikes delivered to mainland UK addresses.

How does the test ride work?
Your 30-day test ride starts from the date your bike is delivered. You must notify us by email within 30 calendar days of delivery that you intend to return the bike within this scheme. This offer applies to all bikes purchased on or after 14th August 2014. To ensure you remain eligible, we would ask that you adopt a 'fair usage' attitude during the test ride period, and make sure there is no damage to the bike outside of the minimal wear you would expect from a bike ridden for 30 days or a few rides. Please note that any damage to the bike, including damage from incorrect assembly, will invalidate the test ride.

How many times can I use the 30-day test ride?
We will allow up to two exchanges within this scheme.

Full T's & C's

1 Hour Delivery Slots

Choose our Interlink Predict Priority service and avoid the hassle of waiting around all day for your delivery. Interlink will notify you of your one-hour delivery window by SMS and email, and you can track the progress of your delivery on a real-time map, all the way down to a final 15-minute time slot.

Furthermore, if you find yourself busy on the day of delivery, Interlink will off you rescheduling options, both the night before and on the day, so you can select an alternative delivery date, deliver to a nominated neighbour, leave the parcel in a safe place, collect your parcel from your local Interlink depot, or upgrade to delivery before 1200.

This service is available on most items, but does exclude bikes. If you require a 1 hour delivery slot for your bike delivery then please call our customer service team who can book this service for you over the phone.

Interlink Predict Priority is a premium delivery option. Additional charges apply.

Delivery Information

Price Match Promise

Price is important to everyone these days, so we regularly price check our competitors to make sure we have the best offers for you — but if you see the same product cheaper from one of our listed competitors, then get in touch and we'll do our very best to match the price.

Please note that we can only price match identical items (including size and colour), which are in stock and available for immediate delivery. Comparison price includes all delivery charges.

Ask us to Price Match

Free Click & Collect

Our Click & Collect service offers all the benefits of shopping online, combined with an award-winning retail experience in one of our stores.

Simply order your items, select Click & Collect and pick up your item at a time that's convenient for you - our stores are open 7 days a week. Best of all, the service is completely free.

Don't live near our stores? Use our Collect+ service to collect your package from one of the (many) locations near you.

Find out more

Returns Policy

   Words by Adam

   on 09/09/2013 09:00:00

     

    Our Returns Policy  – the quick version!

    It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service.

    Return shipping costs are non-refundable.

    If you wish to exchange an item for any reason the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund.

    Returns Summary

    What we can do

    • We offer a 30 day returns policy.
    • We offer free post on your first exchange.
    • We will only refund return postage costs on damaged/ faulty goods.
    • We will only credit up to £10 on your return postage – if it is going to cost you more please contact us first we can collect!
    • Refunds will only be returned to the original payment method – this may take up to 10 days to appear depending on how you paid.

    What we cannot do

    • We cannot refund your return postage if you have changed your mind or ordered incorrectly.
    • We are unable to accept returns where the goods or packaging is lost, damaged or not in the condition you received it in. Please note that bikes must be returned in a securely-packaged bike box. If you no longer have your bike box, you can purchase a replacement box.
    • We cannot accept returns without a completed returns form – items received without the correct paper work will severely delay the returns process.
    • We cannot accept returns on food, energy products, videos, DVD’s, face masks, personalised goods, software, gift vouchers, safety equipment or under garments.
    • We are unable to offer a refund without proof of purchase.

    What you need to do

    • Always hold on to your packaging (including bike boxes) until you are completely satisfied with your purchase – we cannot accept returns without this. Please note that bikes must be returned in a securely-packaged bike box. If you no longer have your bike box, you can purchase a replacement box.
    • Try and keep packaging intact as damaged packaging may invalidate your right to a refund.
    • When returning your order under warranty please make sure any items of clothing, footwear or bikes have been suitably cleaned – failure to do this may severely delay or  invalidate your warranty claim.
    • It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service.

    Rutland Cycling online returns policy

    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 food, energy products, videos, DVD’s, face masks, personalised goods, software, gift vouchers, safety equipment or under garments are exempt from this policy and may not be returned.)

    If you would like a refund, please return your item(s) to us within 30 days of receipt. Exchanges can also be made up to 30 days after you receive your order. Goods must be accompanied with original proof of purchase and a completed returns form.

    HOW TO RETURN A BIKE, OR A LARGE / HEAVY / HIGH VALUE ITEM

    • Please return your item within 30 days of purchase.
    • If you wish to exchange an item, the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund.
    • Please contact us first, if you are returning a large, heavy or high-value item, e.g. a bike, car rack, video camera, turbo trainer or wheelset. We can often save you money on return postage by using our couriers: we charge a flat fee of £20 for bike collections and £15 for oversized/high value items.
    • Please note that bikes must be returned in a securely-packaged bike box. If you no longer have your bike box, you can purchase a replacement box.
    • Return items must be complete, in pristine and resaleable condition, in their original packaging and must not be fitted or used.
    • Please enclose the following with your return package:
      • Your original proof of purchase or order confirmation email (we are unable to process refunds without proof of purchase)
      • A completed returns form (enclosed with your delivery, or you can download one here).
    • We recommend you obtain proof of postage or use a tracked service, 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. Refunds are issued within 10 working days of the goods being received.

    For our web returns address, see here.

    HOW TO RETURN CLOTHING, PARTS OR ACCESSORIES

    • Please return your item within 30 days of purchase.
    • If you wish to exchange an item, the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund.
    • There is no need to contact us before you return clothing, parts or accessories, unless you think that our help and advice may avoid you having to return the goods (in the case of a fitting problem, etc).
    • Return items must be complete, in pristine and resaleable condition, in their original packaging and must not be fitted or used. Please ensure you wrap your items securely to avoid any damage in transit.
    • Please enclose the following with your return package:
      • Your original proof of purchase or order confirmation email (we are unable to process refunds without proof of purchase)
      • A completed returns form (enclosed with your delivery, or you can download one here).
    • We recommend you obtain proof of postage or use a tracked service, 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.

    For our web returns address, see here.

    Postage costs for returns and exchange items

    If you wish to exchange an item, the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund.

    At Rutland Cycling we offer free delivery on all orders over £20 within the UK.

    We do not offer free returns because we aim to keep the cost of the product as low as possible. Of course, if goods are found to be faulty, we will reimburse any cost incurred.

    If you would like to exchange an item, we will happily send out a replacement product free of charge of postage. In the rare event that you need to make further exchanges of the same order, we will add our return postage cost to your new invoice (currently £3.99 for small, low-value items, £5.99 for large packets and £15.00 for oversize/high value items including: car racks, video cameras, turbo trainers and wheels). We charge £20 for exchanging a bike.

    If you are returning an item for a refund, then we can only refund the original amount paid for the item, plus any initial shipping costs you may have incurred. We cannot refund your return postage for items where you have changed your mind about keeping them. If you are returning a large, heavy or high-value item, e.g. a bike, car rack, video camera, turbo trainer or wheelset, then please do contact us first, as we can often save you money on return postage by using our couriers. We charge a flat fee of £20 for bike collections in this instance.

    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 £10) 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, heavy or high-value item, e.g. a bike, car rack, video camera, turbo trainer or wheelset, please contact us to arrange a collection (if you choose to post large items yourself, we can only offer a refund of up to £10).

    Please return the item to us within 30  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 30 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 332 032 (lines open Mon-Fri, 9.30am-5pm UK time), 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.

    Please note: we cannot accept any cycle warranty claim or return for incorrect pedal fitment or damage to crank arms caused by incorrect assembly. If the wheel on the bike you’ve ordered becomes untrue through use, it is not covered under warranty. We always recommend having your bike assembled by a professional; failure to do this may invalidate your warranty.

    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 email or call us on 01572 332 032 (lines open Mon-Fri, 9.30am-5pm) 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 up to £10 postage costs of returning faulty, damaged or broken items. You may send goods back to us using Priority or Guaranteed services but again we can only refund up to £10 postage costs. 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 £10).

    If you live outside the UK, please email us 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.