Returns made easy!
| Please read and fully understand this policy before returning goods to us. With exception of Warranty Claims, Faulty or Damaged goods (See terms below), we can only accept a return on an item if it is completely unused and in its original condition. |
- Please pack the item carefully in its original packaging.
- Download and Print the returns slip.
- Fully complete the returns slip and include it in the package.
- Contact us to arrange a courier collection, or make your own arrangements for postal/courier service.
Returns Address
Pauls Cycles Returns
Unit A, 13 Yaxham Road
Dereham
Norfolk
NR19 1HB
Returns & Exchanges Policy Summary
We offer a 30 day returns period from the date of receipt.
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.
We are unable to accept returns where the goods or packaging has been used, lost, damaged or is otherwise not in the condition you received it in. Bikes must be returned in a securely packaged bike box.
If you would like us to arrange a collection via courier, then we can do so at a cost of £50. Should you fail to be present for an arranged collection, you will be charged £20 to rebook.
We will refund up to £10 for private postage of faulty or damaged items.
If you would like to exchange an item, we will happily send out a replacement product once the original has been returned.
Refunds will be made to the original payment method - this may take up to 10 days to appear depending on the method of payment. Initial shipping costs are non-refundable.
We are unable to offer a refund without proof of purchase.
We cannot accept returns without a completed returns form.
Signing for delivery receipt of items that have clearly been damaged by the courier is the responsibility of the receiver.
Items that are damaged during a return as a result of inadequate packaging will be declined and returned to you, or charged for.
Faulty Goods and Warranties
If the item that has been received is faulty, damaged or not as described then we will cover the cost of return postage (up to £10) and offer a refund or exchange. In these instances, we would always recommend using our own shipping services.
Important information to note about returning faulty, damaged or not as described items:
Pauls Cycles issue no warranties, all warranties are issued by manufacturers. For this reason, we may need to send your goods to the manufacturer for inspection before taking any action. Please see the relevant manufacturer's website for full warranty information.
Only products that are faulty, damaged or not as described by ourselves are eligible for returns/exchanges. If damage has been caused through wear and tear, improper care or some other factor beyond our control then it will not be covered.
Once a faulty item has been used, or if the packaging has been damaged it can still be returned to us, however we - and the manufacturer - reserve the right to offer a repair, replacement or partial refund.
Remember it is your responsibility to ensure that returned items are packaged appropriately - any damage caused in transit [as a result of inadequate packaging] will be chargeable.
We cannot accept any cycle warranty claim or return for incorrect pedal fitment or damage to crank arms caused by incorrect pedal fitment as described in the helpsheet supplied with all of our bikes.If the wheels on the bike you've ordered become untrue through use, or the gears need readjustment after initial use, this unfortunately not covered under warranty.