Returns Policy

At Midlands Cycles, we want you to be happy with your purchase. If you need to return an item, please read our returns policy below. This does not affect your statutory rights.

Online Orders

If you have purchased an item online, by phone or by email, you have the right to cancel your order within 14 days of receiving your goods.

Once you have told us that you would like to cancel or return your order, you then have a further 14 days to return the goods to us.

Items must be returned unused, in a resaleable condition and, where possible, in the original packaging with all tags, manuals, accessories and parts included.

Once we have received the returned goods, or you have provided proof of return, we will process your refund within 14 days.

Returning Bikes and E-Bikes

Bikes and electric bikes can be returned under the same online cancellation rights, providing they are unused and in a resaleable condition.

We understand that you may need to inspect the bike in the same way you would in-store. However, bikes that have been ridden, used outdoors, damaged, marked, modified or registered may be subject to a deduction from the refund amount if their value has been reduced.

Please keep all original packaging where possible, as bikes and e-bikes need to be returned safely and securely.

In-Store Purchases

For items purchased in-store, there is no automatic right to return an item simply because you have changed your mind.

However, we may offer an exchange or credit note at our discretion, provided the item is unused, in its original packaging and returned with proof of purchase.

This does not affect your rights if an item is faulty, not as described or not fit for purpose.

Faulty or Damaged Items

If your item is faulty, damaged or not as described, please contact us as soon as possible.

Under UK consumer law, you may be entitled to a refund, repair or replacement depending on the circumstances and how long you have owned the item.

If a fault is reported within 30 days of purchase or delivery, you may be entitled to reject the item and receive a refund. After 30 days, we will usually offer a repair or replacement in the first instance.

Please do not continue to use an item if you believe it is faulty, as this may make the issue worse and could affect your claim.

Items That Cannot Usually Be Returned

Unless faulty, we cannot usually accept returns on:

• Items that have been used, fitted or marked
• Special order items made specifically for you
• Custom-built or personalised products
• Helmets where the packaging has been opened or the item has been used
• Clothing that has been worn or had tags removed
• Nutrition products, food items or hygiene-sensitive goods
• Electrical items that have been fitted or used
• Gift cards or vouchers

Workshop, Repairs and Servicing

Workshop labour, repairs and servicing are not treated the same as standard product returns.

If you are unhappy with any work carried out by our workshop, please contact us as soon as possible so we can inspect the bike and look into the issue.

We always aim to carry out work with reasonable care and skill. If there is a problem with the work we have completed, we will do our best to put it right.

Parts fitted during workshop jobs are covered by the relevant manufacturer warranty and your statutory rights.

Return Postage

For unwanted items returned under the online cancellation period, the customer is responsible for return postage costs unless the item is faulty or we have made an error with the order.

We recommend using a tracked and insured delivery service, as the goods remain your responsibility until they arrive back with us.

For faulty items, please contact us before returning anything so we can advise the best way to proceed.

Refunds

Refunds will be made back to the original payment method.

Original standard delivery charges may be refunded where required under UK consumer law. Additional delivery upgrades, such as express delivery, may not be refunded.

We may reduce the refund amount if returned goods have been handled more than necessary, used, damaged or returned incomplete.

How to Start a Return

To arrange a return, please contact us with:

• Your name
• Order number or proof of purchase
• The item you would like to return
• The reason for return
• Photos, if the item is damaged or faulty

You can contact us at:

Email: info@midlandscycles.co.uk
Website: www.midlandscycles.co.uk
Store: Midlands Cycles, Stone, Staffordshire

Please contact us before sending any items back, especially bikes, e-bikes or faulty items.