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Easy Returns

 

90 day returns / Including bikes!

Any item including bikes (but with the exception accessories) can be returned to us for any reason within 90 days, provided it has not been used or fitted, and is returned in its original packaging with a valid proof of purchase.

Online or in-store purchases can both be returned to any store free of charge, or can be returned by post.

Click & Collect customers can buy with confidence knowing they can try the item before leaving the store. Should you decide it's not right for you, it can be conveniently exchanged or refunded straight away in the store, or you still have up to 90 days to return it if you take it away.

Refunds will be processed using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase, Cheque payments will be refunded in cash but due to banking restrictions can only be refunded at least 14 days after the original purchase date. Due to the high incidence of fraud we regret that we are unable to offer any refund without a valid receipt.

 

Free returns to any store

You can return any items back to any of our stores nationwide.

Simply take your purchase and original receipt into your chosen store. You then choose to get the item refunded or exchange it for an alternative.

You must return the item within 90 days. Refunds will be processed using the original payment method, and the goods must be returned in original packaging with all warranty cards, manuals and accessories.

Purchases paid for using foreign currency (EUR, USD, JPY or AUD) must be returned by post to the Returns Department, using the standard returns policy.  We are unable to process foreign currency refunds in stores.

 

Returning your purchase by post

To return your purchase by post complete our Returns form. Please provide us with all the details of why you wish to return your purchase, as your input is invaluable to us when reviewing the products we stock.

Once you have completed the Returns form cut out the returns address label and attach to your parcel. Place a copy of the returns form and if possible the despatch note or receipt.

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 the item is being returned due to our error then any postage will be reimbursed upon assessment.

It can take 5 days for your parcel to reach us dependent on the courier’s service that is used. Once we receive your parcel we will inspect and process your return within 24 hours. Refunds can take up 3/5 days with your bank to appear in your account. You will receive an email update upon the completion for your return.

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.

Items paid for in EUR, USD, AUD or JPY will be refunded in that currency. Other orders will be refunded in SGD or IDR.

 

Returning bicycles and bulky objects

We understand it may be difficult for you to arrange a return of bulky items such as bicycles, forks and turbo trainers. We can offer a collection service for these items. Please contact us or call 889-272-0705 to arrange.

Please note: Depending on the reasons for returning a bulky item a charge may be incurred for this service. This will be discussed with you prior to arranging the collection.

However you can take advantage of free returns by returning your purchase to a store

 

International Returns

Same as returning your purchase by post but with the exceptions detailed below.

If you wish to return an item that is unsuitable or simply not required, the return shipping costs are non-refundable. If you wish to then try a different size or style, delivery will be charged again to post the item back to you.

If the item is being returned due to our error then please contact us to discuss the most convenient return method.

Items paid for in EUR, USD, AUD or JPY will be refunded in that currency.  Other orders will be refunded in SGD or IDR. 

 

Duty Paid

If you have paid duty on an item that has been delivered to you but you are now returning to us, you should be able to claim the duty from your local customs office. For any customs related queries please contact your local customs authority.

Our policy does not affect your statutory rights. Full details of which can be obtained from any Trading Standards Department or Citizen’s Advice Bureau.

 

Faulty or wrong items received

We want you to be completely satisfied with you order and we know that sometimes things can go wrong. However help is on hand. On receipt of your order, if you have an issue or a faulty item please call our Contact Centre on 889-272-0705 or use our contact us page. Please have a copy of your order number to hand.

 

Warranty Claims

All products ordered from MTBSALE Cycles come with a full warranty which covers manufacturing faults and defects in workmanship. If you feel that your purchase has developed a fault, the fastest response we can offer is to take advantage of our stores 7 day opening hours and take your product in store for an assessment. To do this you will need to take your proof of purchase.

If taking your product in store is not an option then please email our Warranty department. Please include photographs of your product (please keep below 20mb), your MTBSALE Cycles order number (or copy of receipt) so we can immediately start to assess the issue, we may even be able to solve the issue without viewing the product.

Please note: In some cases the manufacturer/supplier or MTBSALE Cycles may require to see the item(s) before repair or replacement can take place. If this is the case we will inform you and arrange how to do this.

All used items being returned to us must be cleaned for hygiene purposes.

On receipt of your goods we will carry out a full inspection & contact you within 3 working days of receipt.

Proof of purchase is also required with all potential warranty claims.