The Velo House, Tunbridge Wells, Kent Returns Policy

RETURNS POLICY

At The Velo House our priority is to ensure that you are 100% satisfied with your purchase. In the unlikely event that you are not, please feel free to return your goods within 14 days of the purchase date for a full exchange or refund.

Any item including bikes (but with the exception of food) can be returned to us for any reason provided it is in new condition has not been used or fitted and is returned in its original packaging and with a valid proof of purchase. If item is returned to us in an unsalable condition, it  will be returned with no refund and delivery will be charged again to post the item back to you.

 Returns can be made at the Velo House store, including purchases made online. Or you can return your purchase by post.

Refunds will be processed using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase, Cheque payments will be refunded in cash but due to banking restrictions can only be refunded at least 14 days after the original purchase date. Due to the high incidence of fraud, we regret that we are unable to offer any refund without a valid receipt.

Returning your purchase to a store

We offer the option of returning your mail order purchase to The Velo House in person.

Our stores are open 7 days a week with many open extended hours. Simply come in and see us with your purchase and original receipt and we will issue a refund on the spot, or you can browse our store and exchange your purchase for an alternative product.

As with postal returns, store returns must be made within 14 days, refunds will be processed using the original payment method, and the goods must be returned in original packaging with all warranty cards, manuals, and accessories.

Returning your purchase by post

To return your purchase by post complete our online returns form. Please provide us with all the details of why you wish to return your purchase, as your input is invaluable to us when reviewing the products we stock.

Once you have completed the returns form please print out and send with the returning items.

It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service. Please ensure that the service you use covers the value of the goods in the parcel. Return shipping costs are non-refundable. If the item is being returned due to our error then any postage will be reimbursed.

It can take 5 days for your parcel to reach us dependent on the courier’s service that is used. Once we receive your parcel, we will inspect and process your return within 48 hours. Refunds can take up to 5 days with your bank to appear in your account. You will receive an email update upon the completion for your return.

If you wish to exchange an item for any reason, the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund.

Items paid for in EUR, USD, AUD, or JPY will be refunded in that currency.  Other orders will be refunded in GBP.

Returning bicycles and bulky objects

We understand it may be difficult for you to arrange a return of bulky items such as bicycles, forks, and turbo trainers. We offer to arrange the returns for you via inter link for these items. Please complete the online returns form following the instructions on how to arrange collection of these items.

Please note:  this will be at your cost. This will be discussed with you prior to arranging the collection.

However, you can take advantage of free returns by returning your purchase to a store.

PayPal orders

Purchases paid for using PayPal must be returned using the online returns form process above.

We are unable to process PayPal refunds in store.

Items paid for in EUR, USD, AUD or JPY will be refunded in that currency.  Other orders will be refunded in GBP.

Gift Item’s returns

If you have received an item as a gift, you may exchange it or we can refund it as store credit. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties. Or you can take advantage of free returns by returning your purchase to our store.

International Returns

Same as returning your purchase by post but with the exceptions detailed below.

If you wish to return an item that is unsuitable or simply not required, the return shipping costs are non-refundable. If you wish to then try a different size or style, delivery will be charged again to post the item back to you.

If the item is being returned due to our error then please contact us to discuss the most convenient return method.

Items paid for in EUR, USD, AUD or JPY will be refunded in that currency.  Other orders will be refunded in GBP.

Duty Paid

If you have paid duty on an item that has been delivered to you but you are now returning to us, you should be able to claim the duty from your local customs office. For any customs, related queries please contact your local customs authority.

Our policy does not affect your statutory rights. Full details of which can be obtained from any Trading Standards Department or Citizen’s Advice Bureau.

Faulty or wrong items received

We want you to be completely satisfied with you order and we know that sometimes things can go wrong. However, help is on hand. On receipt of your order, if you have an issue or a faulty item please call us on 01892 554 500 or email us at shop@thevelohouse.com. Please have a copy of your order number to hand.

Warranty Claims

All products ordered from The Velo House come with a full warranty that covers manufacturing faults and defects in workmanship. If you feel that your purchase has developed a fault, the fastest response we can offer is to take advantage of our store 7 day opening hours and take your product in store for an assessment. To do this you will need to take you proof of purchase.

If taking your product in store is not an option then please email us at shop@thevelohouse.com. Please include photographs of your product (please keep below 20mb), your order number (or copy of receipt) so we can immediately start to assess the issue, we may even be able to solve the issue without viewing the product.

Please note: In some cases the manufacturer/supplier or The Velo House may require to see the item(s) before repair or replacement can take place. If this is the case, we will inform you and arrange how to do this.

All used items being returned to us must be cleaned for hygiene purposes.

On receipt of your goods, we will carry out a full inspection & contact you within 5 working days of receipt.

If your purchase is outside our 14-day returns period but within the manufacturer's warranty period we will repair or replace the item(s) as stated in the manufacturer's warranty guidelines if fault is due to manufacturing defect.

Proof of purchase is also required with all potential warranty claims.

Late Returns

Your item(s) should be sent back to us within 14 days. Returns outside these timeframes may be accepted at the discretion of The Velo House and may only be refunded as a store credit.

Order Cancelation

We treat our customers with utmost respect and our customers have the right to cancel their order. Should you wish to cancel your order, the following terms apply.

Notify us by email as soon as possible.

Order cancelation for customised products will be charged at 20% of the value of the cancelled product. This is if the manufacturing process has commenced.