Returns & Exchanges
Simply return the items to us in their original, resalable condition, and securely packaged, within 60 days of receipt.
All goods must be returned complete, unused and in the same condition as received with the original box and packaging in an undamaged and resalable condition. No refund can be issued until the goods have been received and inspected by us so there may be a small delay.
For hygiene reasons we can’t accept the returns of undergarments if these items have been worn. We understand you would like to try clothing on for sizing and fit, but please make sure you wear undergarments when trying on for size. Our Returns department will inspect your items before issuing a refund to ensure your item is unworn and in a resalable condition
If you have any questions before purchasing any of these items, please call us on 01582 250955.
Fill in and enclose our returns form to help us process it as quickly as possible. You will need to pay for the items to travel back to us for an exchange/refund (for bikes the postage cost is £35. For larger/more expensive items there is a £20 cost for us to arrange a courier). Please include the returns form and remember to get proof of dispatch, as we cannot be held responsible for goods lost or damaged in transit.
Please Note: Refund amounts are subject to change if a voucher code has been used on the order. If you have any questions please call us and we'll be happy to help.
I've been sent the wrong item - what do I do?
Don't worry - we'll put things right. If we sent you something you didn't order, you need to notify us within seven working days. Return the item within 60 days unused and in its original packaging and you will be refunded, including the return postage cost. Please fill in and enclose our returns slip to help us process your return as quickly as possible.
We'll refund postage costs up to a maximum of £5. Please contact us if your return costs exceeds this amount.
My product has arrived faulty or damaged. What should I do?
We try our best to make sure items arrive in good condition. If the courier tries to deliver your items damaged, please either do not accept delivery from the courier, or sign for the item as 'damaged'. If you do not have the opportunity to inspect on delivery, you can sign for your item as 'unchecked'. You must inform us at email@example.com of any such problems within seven working days so we can rectify the problem.
If you return something due to it being faulty or damaged we refund postage costs up to a maximum of £5- please keep a copy of your receipt to send across to us. Please contact us if your return costs exceed this amount.
Can I cancel my order?
Yes! You can cancel your order via email or telephone. Our email address is: firstname.lastname@example.org or you can contact us on 01582 250955. If the order has been completed and has been shipped, then you will need to arrange a return. This is easiest by telephone so if emailing in please include a daytime telephone number so we can call you back. Your account will be credited once the products arrive back at Riders in Gear.
How do I return a product under warranty?
In the event of a warranty problem with a product, please inform us at email@example.com and we will advise you on the best course of action. Please note that proof of purchase is required with all potential warranty claims.
If you return something due to it being faulty or damaged we refund postage costs up to a maximum of £5 once the warranty has been confirmed- please keep a copy of your receipt to send across to us. Please contact us if your return costs exceed this amount.
Many bikes and parts are covered by a manufacturer warranty.
Below is a list of scenarios that are not covered under warranty.
- Stripped pedal threads. When you receive your new bike you will need to fit the pedals. Follow our step-by-step guide to fitting your pedals.
- Damage from causes other than defects in material. For instance, if damage is caused by crashing your bike, it won't be covered under warranty.
- Normal wear and tear. Components may show signs of wear and tear in less than two years depending on amount of use, type of use and other conditions. Some components can be expected to reach the end of their normal lifespan within this time.
- Damage to products improperly installed or repaired.
- Products that have been modified, neglected or poorly maintained.
- Electric bikes that have been derestricted.
Can I return an item from outside the UK?
Yes, you can. You can return any unwanted item within 30 days of receipt for a full refund. You will need to pay for postage back to us.
If your item is faulty, has been sent in error or is damaged then send the item back to us for a full refund, pending inspection. We will cover the cost of return up to €10. If you’re unsure about your return delivery, please call us on01582 250955 and we’ll help arrange this for you.
How will I be refunded if I have paid by voucher?
Any payment made by voucher will be refunded as a voucher to the same amount.
How will I be refunded if I have used a discount voucher code?
If you have received a discount when placing your order, this may affect the amount you are refunded. For more information on your order please call us on 01582 250955.
What about my delivery charges?
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.
The fourteen calendar days start from the day after you receive your order.
If you’re returning your whole order and you’ve paid for delivery we'll refund the cost of Standard Delivery to your country even if you've used one of our quicker delivery options.For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £2.95 then we will refund you £2.95. The extra £2.05 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
We need written confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order under the Consumer Contracts Regulations 2013.
If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you'd like to cancel we will respond and let you know how to do this.
The items you return must be unworn and in their original condition and will be inspected once we have received them.
We try hard to accept all returns. Returns to us need to have the original packaging and/or tags still on them. It is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.