How can I return an item?

IN-STORE

If you wish to return your items to one of our partner stores nationwide, it needs to be in a new and unused condition and you will need a copy of your original receipt as a proof of purchase together with the product’s original packaging and labelling within 14 days of reception, we will then process a refund for you. Both online and phone orders can also be returned in store, free of charge.

BY POST

If you have decided not to keep an item, bought online, and don't live near one of our partner stores and wish to return it by post, please complete the details on your delivery note and send it back to us in a new and unused condition together with the product’s original packaging and labelling within 14 days. 

To return via post, follow these simple steps:

  1. Please complete the returns label on your delivery note
  2. Tear off the completed returns form and place inside your parcel, ensuring that you place the barcode sticker on the outside of your parcel as indicated
  3. Take your parcel to any Post Office and return to

GBGR Bikes Ltd.

3 St. Denys Road

Southampton

SO17 2GN

We regret to inform you that we cannot be held responsible for returned goods that become lost in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this.

If you simply do not like your purchase, you will need to return the item at your own expense. If the item you have received is wrong or faulty, postage will be reimbursed.

HOW LONG HAVE I GOT TO RETURN SOMETHING?

All products purchased through our website come with a 14-day returns period if you change your mind or have bought the wrong size. We also offer a standard 24-month warranty, covering all manufacturing and mechanical defects on all purchases. 

Please ensure all tags are retained, as they must be returned with the product upon its return to us. The product must also be in a new, unused condition and proof of purchase will be required. If you are returning an electric bike for a faulty assessment, please make sure you return the complete product - this includes the original chargers and cables the product came with.

RECEIVED A FAULTY ITEM?

For information on how to return a faulty item for refund or exchange, please see our Faulty Returns Page.

ITEMS THAT CANNOT BE RETURNED

Unfortunately, we are unable to accept returns for faulty items purchased from any other retailer. In this instance please contact the retailer that you purchased the item from.

CONSUMER RIGHT TO CANCEL

If you wish to exercise your rights to cancel under the Consumer Contracts Regulations, you will need to inform us in writing, either in a letter, email or by filling in the form on the reverse side of the delivery note along with the new and unused product in its original packaging and labeling, within 14 days of the delivery. We will then refund the outward postage costs, but you will need to pay to get the goods back to us.

To exchange an item, please visit your nearest partner store where you’ll be able to exchange your order on the spot (subject to availability).

If you prefer to use one of our other return methods, simply return the unwanted item following our returns procedure for a refund and place a new order online for the product you'd like. 

Please allow 10 working days to receive an email stating that your items have been returned, our returns team are currently very busy processing a number of returns.

Credit / debit card

If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

If you are returning your item(s) directly to one of our partner stores, please make sure you take with you the card that you used to make the purchase.

PayPal
 
If you paid online using PayPal and return your item to a store, we can refund your PayPal account straight away. Please make sure you have your order confirmation or delivery note with you.

If you send your item back to us by courier
or Royal Mail, we'll refund your PayPal account as soon as possible once we receive your return.

Gift cards & gift vouchers

For items bought in-store or online with a gift card or voucher, return the item to one of our partner stores and you’ll be given a gift card to the relevant value.

If you originally purchased the item online using a gift card or voucher and make a return via courier or Royal Mail, we'll refund the amount owed to you with a new gift card.

If you don't yet have an online account, you can create one now, just follow the instructions on our sign-up page.

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