Returns and Refunds

If you wish to return an item for exchange, refund or warranty claim please read the instructions below carefully. This will allow us to deal with your returns quickly and effectively. We aim to provide a smooth hassle free returns policy, to ensure your shopping experience is an enjoyable one.

Download our returns form

How do I arrange a return for an unwanted or exchange item?

We are happy to accept returns up to 30 days after delivery for goods that prove to be unsuitable. We will then offer an exchange or refund as long as the goods are as new and have not been used or fitted to a bike. unfortunately we cannot cover or refund postage costs in these circumstances.

Download our returns form, print and complete the form stating your reasons for the return and the action you would like to take (exchange or refund). Send your items back to us along with the completed form and a copy of your receipt. We will then process the return and take the action you have specified.

What should I do if I receive an incorrect item?

We pride ourselves on adhering to high standards when it comes to picking and packaging your order, however mistakes do occur from time to time. Please accept our sincerest apologies if you have received an incorrect item. We understand that it is frustrating to not receive the correct item and we will do our upmost to resolve your issue with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

Download our returns form, print and complete the form stating your reasons for the return. Send your items back to us along with the completed form and a copy of your receipt. We will then process the return and send out the corrected item.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is unfortunately possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not accept delivery and mark the goods as damaged with the courier and contact us immediately to advise that this has happened.

You can contact us via e-mail at support@radialcycles.co.uk or call 0800 731 0006. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us on the e-mail support@radialcycles.co.uk or call 0800 731 0006. Please provide details of the fault and where possible have pictures available.

Once we have done further investigation of the problem we will offer the best solution to you.


Will you refund my postage costs to return an item?

We will be happy to refund postage costs to return an item where the return is required due to an error on our part. For instance:

  • If we sent you the wrong item
  • If the item is damaged or faulty

We will not refund postage costs to return items which are unwanted or no longer required, or you have ordered the incorrect item. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Terms and Conditions

Your statutory rights
Please be aware that our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please take a moment to visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 040506.

Right to Cancel
You have the right to cancel this contract within 30 days without giving a reason.
The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must return all goods using the returns slip provided with your package. Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Radial Cycles reserves the right to decline or cancel orders at any time. Notification is via email to email address you provided when submitting your order. We assume no responsibility for issues resulting from such declines or cancellations. Full refund will be issued to your account provided upon acceptance.

Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We reserve the right to make deductions from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction. You will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

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