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At Freeman’s Cycles we are committed to providing our customers with the highest quality products, however, there may be rare occasions where the product may be damaged in transit, faulty on arrival, not what you ordered or have developed a fault/defect during normal use within warranty. On these occasions, and in line with our commitment to quality, we are happy to refund / exchange items. However products ordered in the wrong size may be subject to a collection and re-delivery charge depending on the item. Please check sizes - especially on bikes before ordering. Contact us if you are in any doubt.
Before Returning Goods...
Please email or call us on 01603 626602. We strongly recommend that you read our returns policy as it contains important information which will assist the returns process.
Returns - Basic Terms
We understand that sometimes goods may be purchased in error given the technical aspects of some cycling goods. Therefore we have a no quibble money back guarantee, providing that you notify us either by telephone, email or letter of your intention to cancel the contract within 7 days of receiving the goods. The product should be returned unused in its original packaging.
We retain the right to refuse a refund where goods are not returned in a condition suitable for resale or where we have not been notified of the intention to return the item within the specified time period.
The following conditions apply to all goods returned regardless of whether faulty, damaged, incorrectly supplied or other wise:
Goods should be accompanied with a completed Returns Form to assist us in processing your return. Print the form and fill in your details as clearly as possible. If you are having trouble printing the form please contact our customer service team on 01602 626602. Completing this form implies you've read our returns terms and conditions.
Goods must be in original packaging.
Goods must be complete - even if broken.
Goods must not be fitted or used.
Goods must be clean.
We cannot accept responsibility for damaged caused when packing goods - please take care.
Bikes ordered in the wrong size: it is the customers’ responsibility to return any goods to us in the condition in which they were sent. However we can arrange for pick-up and re-delivery for £50 (UK mainland). We do not profit from this - pickups are considerably more expensive (£30). So, if you are in any doubt about the size of bicycle you should order - please contact us.
How Long is my Warranty?
All products purchased from Freeman’s Cycles have a full warranty of 1 year. Some manufacturers offer extended warranty.
What does my Warranty Cover?
Warranties cover manufacturing faults and defects - not damage caused by wear and tear, crashing or abuse or incorrect fitting within the first 12 months.
If you feel the product you purchased has developed a fault not due to the above, please contact us as many problems can be solved without you incurring postage - should the goods need to be returned. We will then determine whether the fault occurs under ‘normal’ use.
For most Accessories and spares (not including exceptions mentioned below) contact us and we will issue you with a direct replacement.
Faults that occur on cycles within the 12 month warranty period will need to be returned to base. From which point we follow individual manufacturers’ guidelines. As a rule of thumb, any component faults that occur on cycles will be repaired or replaced, whereas in the extremely rare occurrence of a frame/forks fault, the complete bike will be replaced.
I have been sent the wrong part?
On the odd occasion we send out a wrong bike part, we will be happy to make an exchange and pay postage costs for returning the item.
Returning PARTS & ACCESSORIES
Please read the basic terms above first. Package your goods carefully - by law the customer is responsible for returning goods in good order. We can then arrange any necessary refunds. Please be aware that the customer has a duty to take reasonable care of goods throughout the whole cancellation period and as such goods should remain unused in order to be returned.
Please read the basic terms above first. Package your bike carefully - by law the customer is responsible for returning goods in good order. We can then arrange any necessary refunds. You may need to turn the handlebars /remove a wheel to fit it into the box. Please take care when doing this. DO NOT MAKE ADJUSTMENTS IF YOU'RE NOT SURE HOW TO DO IT AS WE CANNOT TAKE RESPONSIBILITY FOR ANY DAMAGE CAUSED.
At Freeman’s Cycles we operate a fair play policy to protect you and us. We will warrantee immediately anything our suppliers see as being down to a fault. Occasionally people try to warranty products unfairly (i.e. when a product had been abused) or change their mind about a product well into its usage. We do our best to resolve problems but don't consider this fair play. Ultimately we want happy customers - so please be fair with us and we'll be fair with you.
We only refund postage incurred on returning goods to us if we send out the wrong item or if a warranty claim has been made. If you change your mind about a product after receiving it, we will be happy to exchange or provide a refund subject to the above conditions, but we don't consider it fair play to be expected to pay the collection or re-delivery charges and hence this is the customers’ responsibility. Please read our Terms.
Postage - which service to use
You may send goods back to us using Priority, Recorded Delivery or Guaranteed services but we can only refund the approximate first class postage cost. Goods should be accompanied with a completed Returns Form to assist us in processing the return