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Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please retain the original packaging for your product so that you can easily complete a return delivery.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note –  the 14 days return period is to allow you to examine the goods as you would in a shop. To obtain a full refund, the goods must be returned in an “as new” condition. “As new” condition is defined as unridden. 

To start a return, you can contact us at returns@pedalandchain.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. There will be a charge for returns to cover delivery costs. 

Returns policies do alter between different brands available through Pedal & Chain. Please see individual product pages for accurate returns policies for each product.

You can always contact us for any returns question at returns@pedalandchain.co.uk.

 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to info@pedalandchain.co.uk so that we can open an insurance claim on your behalf.

If your bike develops a fault through normal use (as outlined in the manufacturer's manual) you could be entitled to a repair or replacement as covered with the warranty. Please send through details of the fault to info@pedalandchain.co.uk and we will arrange the repair or replacement with the manufacturer. Please note –  any fault caused due to misuse of the bike is not covered by this policy. Please ensure you read the manufacturer's manual in detail before using your electric bike to avoid voiding your warranty.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Any delivery fees will be deducted from your refund amount. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Cancellations

Any orders cancelled after 12 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

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