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Written guides

At Rutland Cycling, we're here to help. We know you just want to get out riding, so we've put together this Help section, to give you instant answers to your questions. View our Help Section

Rutland Cycling - Winner of the Bike Biz Award for Best Independent Retailer 2013

Rutland Cycling Returns Policy

Our Returns Policy – the quick version!

Please read and fully understand this policy before returning goods to us.

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. Please ensure that the service you use covers the value of the goods in the parcel.

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:

  • From 01/11/14 up until 25/12/14 we will be offering a 90 day returns window*
  • We offer free postage on sending out your first exchange.
  • We will only refund return postage costs on damaged/ faulty goods.
  • If return postage is more than £10 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.

*Rutland Cycling reserve the right to withdraw this promotion at any time - please see our T&C's page for the latest returns details.

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. Please ensure that the service you use covers the value of the goods in the parcel.

Rutland Cycling online returns policy

For items bought in store, click here.

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.

We will be offering a 90 day returns policy from 01/11/14 up until 25/12/14 so you can shop with confidence. We do reserve the right to withdraw this offer at any time; see our T&C's for the most up to date returns information.

How to return items purchased on rutlandcycling.com

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

  • Please return your item within 30 days of purchase or 90 days if purchased between 01/11/14 and 25/12/14*.
  • 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. Why do I pay return postage?
  • 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. Read our guide on how to package your bike correctly here.
  • 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. Please ensure that the service you use covers the value of the goods in the parcel.
  • Refunds and/or exchanges will be issued once the products have been received and inspected by Rutland Cycling.

*Rutland Cycling reserve the right to withdraw this promotion at any time, please refer to our T&C's for the most up to date returns policy.

For our web returns address, see here.

HOW TO RETURN CLOTHING, PARTS OR ACCESSORIES

  • Please return your item within 30 days of purchase or 90 days if purchased between 01/11/14 and 25/12/14*.
  • 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. Please ensure that the service you use covers the value of the goods in the parcel. Why do I pay return postage?
  • Refunds and/or exchanges will be issued once the products have been received and inspected by Rutland Cycling.

*Rutland Cycling reserve the right to withdraw this promotion at any time, please refer to our T&C's for the most up to date returns policy.

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, or 90 days if purchased between 01/11/14 and 25/12/14* 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.

*Rutland Cycling reserve the right to withdraw this promotion at any time, please refer to our T&C's for the most up to date returns policy.

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 6 months 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 your postage costs when returning faulty, damaged or broken items. You may send goods back to us using Priority or Guaranteed services but if postage is more than £10 please contact us before returning the goods. If you are returning a large or heavy item e.g. a car rack, again please contact us to arrange a collection.

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.