Returns

RETURNS

UNWANTED ITEM RETURNS

If an item is 'as new' and has not been used or fitted in any way, you can simply return it to us within 14 days of delivery for a refund or exchange. Please ensure that the goods are returned in their original packaging and are in an unused condition.

HOW TO RETURN AN ITEM

Step 1 – Email us directly at info@wheelhousebikes.co.uk detailing any issues, faults and reasons for return.

Step 3 - Send the item to us via your preferred postal service/courier. We recommend that you return the item via a recorded delivery service to cover yourself against any loss.

Step 4 - Once we receive your items we aim to complete your return within 7 working days. Once processed we will contact you via email to confirm your exchange, refund or  credit note.

PLEASE NOTE

We can only exchange like-for-like products. This means a product in a different size or colour (subject to selling price and availability). If you would like a completely different item, please return the item for a full refund and place a new order online.

Items returned without a preceding email, or in a used condition, may also take longer to process.

We cannot refund you for the return postage where you have ordered incorrectly or are returning unwanted items.

BIKE RETURNS

We want to make sure you love your new bike as much as we do! So, we offer a 14-day grace period on bike purchases to give you the time to get out on your favourite ride or club run and make sure that you are 100% happy with your Wheelhouse bike. All we ask is that it is returned with no discernible damage.

Should you wish to return your bike within the 14-day grace period, or for any other reason, you must first email us within 14 days of receiving your bike. Our customer service manager will then guide you through the returns process.

If there is a fault with your bike, please email us with video, pictures and detailed description of the exact problem that you have experienced, when you first noticed the problem and if the bike has been involved in any crashes or impacts – either when being ridden, in storage or during transportation. We will then inform you of the next steps to return your bike to us.

PLEASE NOTE

Any bike returns are subject to our standard restocking fee of £80.00. Any inspection and workshop time required for returning the bike to a ‘re-saleable’ condition is charged at our service cost of £125.

Bikes must be returned in their original packaging and must be assembled as they were when received. If you require a new box, please inform us and we will send one out to you at a charge of £30.

We require that the bike is returned in a clean condition, bikes returned to us in a dirty condition will incur a cleaning charge of £45.

Any bikes purchased on finance or bike to work schemes are not eligible for the 14-day grace period return, and cannot be returned for a refund.

Any accessories that you may have purchased, and fitted onto the bicycle, are not eligible for the 14-day grace period return. This includes pedals. Our normal returns procedure applies to unused accessories.

INCORRECT, DAMAGED OR FAULTY ITEM RETURNS

We will happily exchange or refund any product that has been sent in error or has been damaged upon delivery.

Where an error has been made by us and you have received items that were not ordered, we will replace these as quickly as possible.

Any shortages or errors must be notified within 7 days of receiving the goods.

HOW TO RETURN AN ITEM

Step 1 – Email us directly at info@wheelhousebikes.co.uk detailing any issues, faults and reasons for return.

Step 2 - Send the item to us via your preferred postal service/courier. We recommend that you return the item via a recorded delivery service to cover yourself against any loss.

Step 3 - Once we receive your items we will contact you via email to confirm the next step of your incorrect, damaged or faulty item return.

PLEASE NOTE

Some items will have to be returned to the manufacturer/distributor for inspection and/or repair, this may extend the returns period but we will keep you informed on progress. We cannot refund postage on warranty returns whereby the warranty has been declined. Returns processed under warranty will be repaired or replaced at the manufacturer/distributor discretion.

Incorrect, damaged or faulty items must be returned unused and with all accompanying packaging.

Items returned without an email contact or in a used condition may also take longer to process.

INTERNATIONAL RETURNS

Please follow the applicable returns procedure detailed on this page. You must ensure to mark the package as 'RETURNED GOODS – FAILED SALE'. Failure to include this may result in the package being refused at UK Customs and returned to you.

If you have paid import duty on a returned order, you should be able to claim back a refund of the duties paid from your local Customs Authority. You will need to show the Customs Authority proof of duty paid when you received the order and proof of export – this is your proof of returning the order to us.

GENERAL

When requesting a refund, items must be returned in their original packaging and in an unused condition.

Used items that you have found to be faulty must be returned in a clean condition, any items deemed as unfit for return may be refused and you may be liable for any postage costs to return the item to you.

Items must be returned within 14 days of the original purchase date.

Items must be returned to Wheelhouse Bikes Ltd, and not to the manufacturer.

Where a refund is processed it will be applied to the original payment source. Please allow up to 10 working days for your refund to show in your account once it has been processed.

In the case where an item is being returned that was part of a discount or promotion and the threshold for the discount has been crossed – the discount will be deducted from your refund. For example, if the order took advantage of a special offer such as ‘Save £25 on all orders over £250’ and your return brings your overall order value to less than £250, the discount will be removed from your order. If you return an item worth £50, then your refund would be £25 (£50 minus the value of the discount, £25).

We reserve the right to reject any returned items which are not returned in accordance with our returns policy. You would be liable for the return postage of the items back to you in this instance. Our returns policy does not affect your statutory rights.

We operate an ethical, fair business and we do everything we can to ensure your experience with us is positive. We recognise that you have a great choice of stores available to you and we appreciate that you have chosen Wheelhouse Bikes.  The above guidelines are our ‘Standard’ Terms and Conditions, but all cases will be considered on an individual basis and dealt with fairly and appropriately, at our discretion.

FREQUENTLY ASKED QUESTIONS

Has my Return been received and processed?
Once we receive your items we aim to complete your return within 7 working days. Once processed our returns department will contact you via email to confirm your exchange, refund or credit note.

How should I return an item?
Please follow the steps noted in the applicable returns procedure above. We recommend that you return the item via a recorded delivery service to cover yourself against any loss.

Who pays for the return delivery cost?
We will refund the return postage cost only on incorrect, damaged or faulty items up to a maximum value of £25. If the postage is going to cost more than £25 please contact us by email and we will arrange to collect the item.