Returns Info - Online

If you decide that you do not want any item that we have delivered via an online or over the phone purchase, we are happy to offer you an exchange or refund within 14 days of delivery.  Providing it is returned to us in its original and unused condition (including in its original packaging), along with the wrapping and delivery note (as proof of purchase) we will issue the exchange or refund which can take up to 14 days to process via our third party payment gate Sagepay.

DVD's, memory cards and software can only be exchanged if faulty or if returned unused with the original seal and wrapping intact.

Personalised products, made-to-order products, items not on general stock, and custom bicycles where any part is fitted that is not on the original specification, cannot be returned unless faulty.  Where a deposit is taken against any item not in stock or against a bicycle or frame, it is transferable but non-refundable.

You will be given this info ahead of time if we are ordering an item for you that is not typically a stocked item by ourselves.

Methods of return are as follows:

1) To our Stores.

The easiest and quickest way to return your item or items is to take them to our Ambleside or Ings Stores for a replacement or refund along with your copy invoice as proof of purchase.

2) By post (if the item has been posted to you)

To return an item by post you must firstly contact Biketreks. We will issue a Returns Authorisation which must accompany the goods being returned. Items returned without a Returns Authorisation cannot be accepted.

Let us know which item(s) you wish to return, and the details of any fault, along with your customer order number and your personal details and we will send you an email containing a returns note.

When you receive this email, simply print out the returns note and place it in your parcel with the item(s) you wish to return. Please package your item(s) securely, returning in the original outer packaging where possible. All items returned by post (unless faulty) are returned at your cost. You are advised to obtain a certificate of posting (available from all Post Offices at no charge) when returning items by post. If you post your item(s) back to us, we will endeavor to send you a replacement or refund your payment within 14 days, providing your Returns Authorisation is included with the items returned.

3) Collection by Biketreks (larger items delivered to you by courier)

Depending on the size and weight of the item you wish to return, it may be necessary for Biketreks to collect your goods from you and we may charge you for collecting the goods if they are not faulty. We will inform you if collection is necessary when you contact us about your return.

To arrange for an item to be collected by Biketreks, you must firstly contact Biketreks. We will issue a Returns Authorisation, which must accompany the goods being returned. Items returned without a Returns Authorisation cannot be accepted.

If we collect your item(s), we will endeavor to send you a replacement or refund your payment within 14 days, providing your Returns Authorisation is included with the items returned.

For faulty items, we will, upon receipt of the product, examine it or we may have to return it to the manufacturer for examination. We aim to dispatch a replacement product, arrange a repair or refund your money within 14 days, providing your Returns Authorisation is included with the items returned.

Promotional items: When returning items that were purchased online as part of a ‘Buy One, Get One Free’ offer, 'Buy One, Get One Half Price' offer, '3 for 2' offer, or a 'Buy , Get a Free' offer, all of the items involved in the offer must be returned.

When returning goods, if no fault is found we do not refund delivery charges and may charge for collecting the goods if they are not brought into our stores.

We will endeavor to process returns within 14 working days of receipt.

You can contact Biketreks for further information.

This does not affect your statutory rights.