Return Policy

Chilled Rides Returns

Returns & Refunds Policy

Clear information about changing your mind, returning an order, reporting damaged or faulty goods and how refunds are handled. Nothing in this policy limits your statutory consumer rights.

Last updated: 10 October 2026

↩️ 14 days to cancel For most online purchases, tell us within 14 days of receiving your order if you've changed your mind.
📦 Then 14 days to return it After telling us you wish to cancel, you normally have a further 14 days to send the goods back.
🚚 E-bike returns typically £50–£100 Typical change-of-mind collection cost from most mainland UK addresses.

Changing your mind

For most goods bought online, you have a legal right to cancel the purchase without giving a reason.

In most cases, you need to tell us that you wish to cancel within 14 days after the day you receive the goods. If an order contains multiple items delivered separately, the relevant cancellation period may run from receipt of the final item.

Once you've told us that you are cancelling, you normally have a further 14 days to send the goods back.

That's why we describe our standard process as up to 28 days. If you request cancellation on the final day of the initial 14-day period, you then have another 14 days in which to send the goods back.

You don't need to give us a reason

You're welcome to tell us why you're returning something — the feedback can be useful — but you don't need to provide a reason in order to exercise a statutory cancellation right.

Checking the product & condition of returns

You're entitled to inspect and handle the goods to establish their nature, characteristics and functioning — broadly, in the way you might reasonably be able to inspect them in a shop.

Opening the packaging and carrying out reasonable inspection does not automatically prevent a change-of-mind return.

A change-of-mind return does not mean you can use the bike normally and still expect a full refund. If the bike has been ridden or handled beyond what is reasonably necessary to inspect it, and that use has reduced its resale value, we may make a proportionate deduction from your refund to reflect the actual loss in value.
Reasonable inspection Opening the packaging, visually inspecting the bike, checking its size and features, and carrying out reasonable checks necessary to understand what you've bought will not automatically reduce your refund.
Use beyond reasonable inspection Riding the bike outdoors, adding meaningful mileage, using it for commuting or leisure, getting it dirty, causing tyre or brake wear, marking components, modifying it or otherwise using it beyond reasonable inspection may significantly reduce its resale value.

Where this happens, any deduction will be based on the actual reduction in value rather than an automatic restocking charge. Depending on the condition and extent of use, that deduction may be substantial.

Please keep the original packaging where possible. E-bikes are large and can be easily damaged in return transport if they aren't packaged securely. Missing packaging does not automatically remove a statutory cancellation right, but damage, missing components or reduced resale value resulting from poor packaging or excessive handling may affect the amount refunded.

Who pays for return transport?

Change-of-mind returns

For a change-of-mind cancellation, you're normally responsible for the direct cost of returning the goods to the return location we provide, unless we've expressly agreed to cover that cost.

E-bikes and other large items cannot normally be returned using an ordinary postal service.

For most e-bike collections from mainland UK addresses, return courier costs are typically around £50–£100.

The exact cost can vary depending on the bike, packaged size, collection location and courier required. If a return is likely to cost more than the typical range above, we'll tell you the applicable cost before arranging collection.

If you arrange your own return, you're responsible for making sure the goods are securely packaged and returned using a suitable service. We strongly recommend using a tracked and appropriately insured courier and retaining proof of dispatch.

Typical mainland UK e-bike return cost: £50–£100. This applies to change-of-mind returns where the customer is responsible for return transport. If the bike is genuinely faulty, damaged or incorrect and Chilled Rides is responsible for the remedy, different arrangements apply.

Faulty, damaged or incorrect goods

Where goods are genuinely faulty, damaged or otherwise do not conform to the contract and Chilled Rides is responsible for the remedy, you won't be expected to bear the reasonable necessary return, collection or repair costs that the law requires us to cover.

Faulty, damaged or incorrect goods

Change-of-mind returns and faulty-goods rights are different. If you believe there is a fault, delivery damage or you've received the wrong item, please contact us so that we can investigate and agree the appropriate next step.

Damage noticed on delivery

Please inspect your order as soon as reasonably possible after delivery. If you notice damage, take clear photographs or video of the product and packaging and keep the packaging while we investigate.

We ask customers to report visible delivery damage ideally within 48 hours, because prompt reporting makes courier claims and investigations much easier.

The 48-hour request is an investigation aid — it is not a deadline which removes your statutory rights if a genuine fault or delivery problem is discovered or reported later.

Your rights if goods are faulty

Goods sold by Chilled Rides must be of satisfactory quality, fit for purpose where applicable and as described.

Where goods do not meet those requirements, UK consumer law provides remedies which can include rejection and refund, repair, replacement, price reduction or a final right to reject depending on the circumstances and when the problem arises.

The Consumer Rights Act provides a short-term right to reject qualifying faulty goods, normally lasting 30 days. After that, repair or replacement will often be the first appropriate remedy, subject to the circumstances and your statutory rights.

For more detail about diagnosis, repairs and warranty support, please see our Warranty, Repairs & Aftercare Policy .

Items with different cancellation rules

The statutory right to cancel does not apply to every type of online purchase. Relevant exceptions can include goods which are made to your specifications or clearly personalised.

Where an item genuinely falls within one of the statutory exceptions, we'll make that clear where relevant before purchase.

A standard product is not automatically non-returnable just because we ordered it specially for you. The personalised or made-to-specification exception is narrower than simply ordering a normal catalogue product from a supplier after you've placed your order.

Sale and discounted items

Sale, promotional and discounted goods have the same statutory consumer rights as full-price goods. A product being discounted does not by itself remove your online cancellation rights or your rights if the goods are faulty.

Gift cards

Our discretionary change-of-mind return arrangements do not generally apply to gift cards, except where applicable law requires otherwise.

Lithium batteries and other restricted items

E-bike batteries and some other products are subject to carrier rules for transport. This does not by itself remove any return right, but it can affect how the product must be packaged and transported.

Please contact us before attempting to return a lithium battery so that an appropriate transport method can be agreed.

How refunds work

For a valid statutory change-of-mind cancellation, we'll refund the sums due using the same payment method you used for the original transaction unless you expressly agree to another method.

We will not charge a payment-processing, card or merchant fee simply for providing a statutory cancellation refund.

When will my refund be processed?

Where you've returned goods following a cancellation, we may wait until we've received them back or you've supplied evidence that you've sent them, whichever happens first.

Any refund legally due will be made without undue delay and within the applicable statutory deadline.

For a standard sales return where we have not offered to collect the goods, this is normally no later than 14 days after we receive the goods back or receive evidence that you've sent them back, whichever is earlier.

We aim to process refunds sooner wherever possible. Your bank, card issuer or payment provider may then take additional time to show the funds in your account.

Original delivery charges

Where the statutory cancellation rules require it, we'll also refund the cost of the least expensive standard delivery option we offered for the order.

If you chose an enhanced or more expensive delivery service, we do not have to refund the additional amount above the cost of our standard delivery.

Where standard delivery was free, there is no standard delivery charge to refund.

Deductions for diminished value

Where permitted by law, we may make a proportionate deduction if your handling or use of the goods went beyond what was necessary to establish their nature, characteristics and functioning and this resulted in a genuine reduction in value.

For an e-bike, relevant factors can include mileage, outdoor use, tyre or brake wear, cosmetic marks, dirt, modifications, missing items or damage.

Any deduction will be based on the actual loss in value rather than an automatic restocking or administration fee.

Finance & Cycle to Work purchases

If your order was purchased using finance, instalments or a Cycle to Work scheme, please contact us before returning the item.

Refunds and cancellations may need to be processed through the relevant finance or scheme provider rather than paid directly to you. Their process does not remove any statutory rights that apply to the goods.

How to request a return

Contact us Email returns@chilledrides.co.uk and include your name, order number and the item you'd like to return.
Tell us whether you've changed your mind or there's a problem This helps us give you the correct instructions and determine whether return costs are yours or ours.
Wait for the return instructions Return locations vary depending on the product and supplier. We'll tell you where the item needs to go and discuss collection where appropriate.
Pack the item securely Include all relevant components, keys, chargers, accessories, manuals and other items supplied with the product.
Send it back within the applicable period For a standard change-of-mind cancellation, this will normally be within 14 days after you've told us you're cancelling.
Please don't send returns to our registered office unless we specifically tell you to. Different products may need to be returned to different warehouses, suppliers or service locations. Sending a return to the wrong address can cause substantial delays.

Exchanges

If you'd prefer a different product, the simplest option is normally to return the original item in accordance with this policy and place a separate order for the replacement.

If there's a fault and replacement is the appropriate statutory remedy, we'll deal with that as part of the fault process rather than treating it as a standard change-of-mind exchange.

Cancelling before or after dispatch

If you'd like to cancel an order before dispatch, contact us as soon as possible. If we can stop the shipment, we'll do so.

If the order has already been dispatched, you can still exercise any applicable cancellation rights, but the goods may need to complete delivery and then be returned in accordance with this policy.

Optional cancellation form

You don't have to use a particular form to cancel. A clear email or other statement telling us that you wish to cancel is enough.

If you prefer, you can use the following wording:

To: SD Retail Group Ltd t/a Chilled Rides

Email: returns@chilledrides.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

________________________________________

Ordered on / received on: ________________________________________

Name: ________________________________________

Address: ________________________________________

Order number: ________________________________________

Signature (only if submitted on paper): ________________________________________

Date: ________________________________________

Your statutory rights

This policy is intended to explain our returns process in plain English. It does not exclude, restrict or replace any rights you have under UK consumer law.

If anything in this policy conflicts with a mandatory statutory right, the statutory right takes precedence.

Need to arrange a return?

Send us your order number and let us know whether you've changed your mind or there's a problem with the item. We'll explain the appropriate next step.

Email our returns team