Cancellations & returns

If you change your mind, please contact us as soon as possible. If your order hasn't yet been dispatched, we will normally be able to stop it before delivery.

For most online purchases, you have the right to cancel within 14 days of receiving the goods. Once you've notified us that you wish to cancel, you then normally have a further 14 days to return them. Exceptions can apply to certain products and circumstances.

For a change-of-mind return, you will normally be responsible for the cost of returning the goods unless we've agreed otherwise. Large items such as e-bikes can be expensive to transport, so please contact us before arranging a return.

If an item is faulty, damaged or incorrect, different rights and arrangements apply and you should contact us so we can agree the appropriate next step.

Please don't send an item back without contacting us first. We'll provide the correct return instructions and address for your particular order.

See our full Return Policy for the detailed return conditions and process.

Refunds

Once a valid return has been received and assessed, we'll process any refund due back to the original payment method unless another method has been expressly agreed.

For statutory distance-sale cancellations, we do not deduct a payment or merchant-processing fee simply for issuing the refund.

Where permitted by law, deductions may apply in circumstances such as excessive handling which has reduced the value of the goods, or where the customer chose a more expensive delivery service than our standard option.

Banks and payment providers can take additional time to show the refund after it has been processed by us.