Returns and Refunds

Returns policy updated 9 November 2026. Any more favourable returns terms promised when you purchased remain honoured.

Extended Christmas returns 2026

Our Christmas extension applies to eligible purchases made from 1 November 2026 to 24 December 2026 inclusive, online or in our shop.

  • Qualifying purchase dates: 1 November–24 December 2026 inclusive. For online purchases, use the order date on your order confirmation, not the delivery date. For shop purchases, use the purchase date on your receipt.
  • Return deadline: contact us and hand the return to your carrier, or bring it into our shop, by 31 January 2027 inclusive. You do not need the parcel to reach us by that date if you posted it by the deadline; keep proof of posting.
  • What you receive: exchange or store credit under this extension once your normal refund entitlement has expired.

Purchases outside those dates follow our normal returns policy and any other applicable entitlement. This Christmas deadline never shortens your normal return period or statutory rights, including where delivery takes place later.

  • This extension provides exchange or store credit, not a cash or payment-card refund, once your normal refund entitlement has expired. Your normal 30-day refund policy, any longer policy promised when you bought, and your statutory rights continue to apply where they give you a better right.
  • Items must be unused, complete and in resaleable condition, with original packaging, labels and any hygiene seals intact, subject to the bike and frameset transport-packaging provision below. Please provide an order number, receipt or gift receipt.
  • Standard bikes and framesets are included if unused, complete and undamaged; bikes must not have been ridden outdoors and framesets must not have been built up. Use the original transport box or equally protective packaging. Genuinely personalised goods and goods made to your individual specifications are excluded from this voluntary extension. Normal assembly of a standard bike does not make it a personalised or bespoke item.
  • Exchange or store credit is based on the amount actually paid for the returned item after discounts. Exchanges are subject to availability; any price difference will be agreed with you.
  • For returns relying solely on this Christmas extension, you pay return postage and the original delivery charge is not refunded or credited. Any charge for sending an exchange will be quoted and agreed before dispatch. We do not add a retrospective delivery charge where the original delivery was free.
  • We do not charge a restocking fee under this Christmas extension.

If the online return button is unavailable because the normal return window has passed, email sales@cyclestore.co.uk. The portal's automatic window does not remove your Christmas return entitlement.

Your legal right to cancel an online, telephone or mail-order purchase

For most goods, you can cancel before delivery or tell us you wish to cancel within 14 days, starting the day after delivery. You then have a further 14 days after telling us to send the goods back. You can notify us by email, post or another clear statement; you do not have to use an account, obtain approval or complete our returns form to exercise this right.

For a qualifying cancellation we refund the amount paid for the returned goods. If you cancel the whole order, we also refund the standard outbound delivery charge you paid; any extra amount for a premium delivery service need not be refunded. We do not deduct our original delivery costs where delivery was free.

You pay the direct cost of a change-of-mind return only where we informed you of that responsibility before purchase. For items that cannot normally be returned by post, such as bikes, the required return-cost information must also have been provided before purchase. Contact us for suitable return arrangements. Faulty, damaged, incorrect or misdescribed goods are dealt with separately below.

You may handle and inspect goods as you reasonably would in a shop. Original packaging is helpful, but missing packaging or having opened an item does not automatically remove your statutory cancellation right. Where the law allows, we may deduct an evidenced reduction in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. This is not a fixed cleaning, cancellation or restocking fee.

Some statutory cancellation exceptions apply, including goods made to your specifications or clearly personalised, and sealed goods genuinely unsuitable for return for health-protection or hygiene reasons once unsealed. A standard product ordered specially from a supplier is not automatically exempt. These exceptions do not affect rights where goods are faulty or not as described.

Our year-round 30-day returns policy

In addition to statutory rights, we offer a 30-day change-of-mind returns policy from delivery, or from purchase or collection where you take the goods away in person. Contact us within that period. For qualifying voluntary returns, we offer a full refund of the amount paid for the returned goods when they are unused, complete, in original packaging and resaleable condition. Standard bikes and framesets are included; suitable equivalent protective transport packaging is acceptable for them. We do not charge a routine restocking, inspection or bike-build fee for qualifying returns within this policy.

You pay return transport for voluntary change-of-mind returns. If we arrange collection or supply replacement transport packaging, we will quote the charge and obtain your agreement first. We do not retrospectively charge for originally free outbound delivery. Any more favourable terms promised when you bought remain honoured.

These unused-condition and packaging requirements apply to our voluntary policy, not to statutory cancellation or faulty-goods rights. A cancellation notified within the statutory cancellation period remains a statutory cancellation even if the goods reach us later. The Christmas extension above applies when it gives you longer to return an eligible purchase.

Change-of-mind returns after 30 days

For both online and shop purchases, we do not accept change-of-mind return requests made after the normal 30-day period, except where our Christmas extension or a longer returns entitlement promised at purchase applies. Outside those entitlements, late change-of-mind returns are not eligible for a refund, exchange or store credit.

This restriction does not apply to faulty, damaged-on-arrival, incorrect or misdescribed goods, or to any other statutory right. If you notified us of your return or cancellation within the applicable period, the parcel arriving after day 30 does not by itself remove your entitlement. Any return already agreed with us, and any more favourable terms promised when you purchased, remain honoured, including the legacy 365-day policy below.

Faulty, damaged, incorrect or misdescribed goods

Please contact sales@cyclestore.co.uk with your order details and a description of the problem. We will arrange or cover reasonable return costs where the goods are faulty, damaged on arrival, incorrect or not as described. We do not charge a restocking fee for a valid statutory claim.

Your rights under the Consumer Rights Act 2015 may include a refund, repair or replacement, depending on the circumstances and timing. The statutory short-term right to reject faulty goods is normally 30 days, and other rights can continue beyond that period and beyond any manufacturer's warranty. Our Christmas deadline does not limit those rights. Please contact us before arranging an expensive courier so we can agree a suitable service.

How to return an item

  1. For orders on our current website, log in to your Cyclestore account, open your order and choose Request return, where available.
  2. Tell us which items you are returning and whether you would prefer a refund, exchange, store credit or help with a fault. A reason is useful but is not required for a statutory change-of-mind cancellation.
  3. Alternatively, email sales@cyclestore.co.uk or write to the address below. If the portal blocks an eligible return, contact us directly.
  4. Pack the items securely and include your order number or another way to identify your purchase. A printed form is optional; a handwritten note is fine.

Returns Department
CSO Logistics
Unit 2 Radnor Park Industrial Estate
Back Lane
Congleton
Cheshire
CW12 4XJ
United Kingdom

For a return in person, our shop is Cycle Centre, 36–40 West Road, Congleton, CW12 4ES. Please bring proof of purchase.

Packaging and bike returns

Please use protective outer packaging rather than sticking postage labels or tape directly onto a shoe, helmet or other display box. Include the supplied parts and accessories. For clothing, keep labels and hygiene strips intact where possible. If returning worn clothing for a fault assessment, contact us about safe cleaning first; do not wash an item if this could worsen or obscure the fault.

Contact us before sending a bike so we can help arrange safe transport. Use its original transport box if available, or suitable equivalent protective packaging. For voluntary change-of-mind returns you pay return transport; statutory cancellation return costs depend on the pre-purchase information described above. We arrange or cover reasonable return costs for valid faulty, incorrect or misdescribed bike claims. These packaging requests do not remove statutory rights.

Refund processing

We aim to inspect and process returns within 72 hours of receipt and email you when completed. For statutory cancellations, refunds are made without undue delay and no later than 14 days after we receive the goods back or receive evidence you sent them back, whichever is earlier. Inspection does not extend that legal deadline. Refunds go to the original payment method unless another method is expressly agreed without a fee. Your payment provider may take additional time to display the payment.

If you have not heard from us within 10 days of posting your return, please email us with proof of posting. This does not extend any statutory refund deadline.

Orders placed before 29 June 2026

Orders placed on our previous website before 29 June 2026 retain the 365-day returns policy and the terms promised at purchase. The new 30-day policy and Christmas conditions do not replace those existing rights. You can use our printable returns form, or enclose a handwritten note with your order number and requested outcome. Email us if you need help.

This policy adds to, and does not restrict, your statutory rights.