Returns and Refunds

Our Returns Policy

We offer a 30-day returns policy from the date of delivery. If you're not completely satisfied with an item, return it to us unused and in its original packaging for a full refund. We understand people sometimes buy out-of-season products or gifts that aren't opened straight away — as long as the item comes back within 30 days of delivery, unused and in original condition, we're happy to accept it.

How to Return an Item

First, check when you placed your order:

  • Ordered before 29 June 2026 (on our previous website)? Your order keeps its 365-day returns policy — please use the printable returns form below.
  • Ordered on or after 29 June 2026 (on this website)? Use the quick self-serve process below — no printing required.

To return an order placed on our current website:

  1. Log in to your Cyclestore account (or create one using the email address you ordered with).
  2. Open the relevant order and choose Request return.
  3. Select the item(s), tell us the reason and whether you'd like a refund, exchange or replacement, and submit.
  4. We'll review your request and email you the return instructions and address.

Prefer not to use an account, or need a hand? Just email sales@cyclestore.co.uk with your order number and what you'd like to do, and we'll sort it for you.

Changed Your Mind Before It Ships?

If your order hasn't been dispatched yet, you can cancel it for a full refund rather than waiting to return it. Log in to your account and request a cancellation on the order, or email sales@cyclestore.co.uk with your order number as soon as possible — if it hasn't shipped, we'll cancel and refund it straight away. Once an order has been dispatched, please follow the returns process above instead.

Terms & Conditions

  • Each returned item must be in its original packaging with manufacturers' labels attached.
  • If a product is received in a display box, do not write on, sellotape, or stick anything to it — the box forms part of the product. Do not use the display box as shipping packaging.
  • When returning shoes or helmets, do not use the shoe/helmet box as a postage box. Boxes must be complete and unmarked.
  • Sunglasses and lenses must be returned in as-new condition including all packaging. Items received with fingerprints, grease marks, scratches, or signs of use will not be accepted.
  • When returning clothing, all zips must be closed and original hygiene strips must be in place.
  • Clothing and gloves returned under warranty must be laundered.

We reserve the right to reject returns that do not meet these conditions and may ask you to cover the cost of returning the goods to you. This policy does not affect your statutory rights.

Refund Processing

Once we receive your return, we will inspect and process it within 72 hours. Refunds are issued to the original payment method within 1–2 working days of processing. We will email you when your return has been dealt with. If you haven't heard from us within 10 days of posting, contact us at sales@cyclestore.co.uk.

Return Postage

The customer covers return postage unless the item is being returned due to our error (damaged, defective, or wrong item sent), in which case we will refund standard postage costs.

We cannot refund return postage where an item doesn't fit. Size guides are provided by manufacturers as general guides and may not be accurate for every range — we recommend checking reviews before ordering.

Returning a Bike

Please contact us at sales@cyclestore.co.uk before returning a bike. It must be packaged as received in the original box and returned at your own expense via a courier. You are liable for the condition of the bike during transit.

Orders Placed Before 29 June 2026

If you ordered from our previous website (before 29 June 2026), your order is covered by the 365-day returns policy that applied at the time of purchase. To return one of these orders, please print and complete our returns form and post it with your item:

Download Returns Form

If you're unable to print the form, include a handwritten note with your order number and the action you'd like taken (refund / exchange / replacement), and post it to the address shown on the returns form. All other conditions above (original packaging, labels, hygiene strips, etc.) still apply.