RETURNS
We’re sorry to hear that. But these things happen.
We have a 30 day returns policy to give you the chance to take your new ride out for a spin.
If it isn’t the perfect match for you, simply get in touch with our Customer Service team who will be able to help you organise the return. We charge £35 for a return, which we deduct from your refund.
FAQs
Got a question? You can find the answers to our frequently asked questions here.
We have a 30 day bike returns policy - giving you the best chance to test out your new bike.
Can't find the answer to your question? No problem. Simply get in touch with our Customer Service team via phone or email.
For full terms and conditions: click here [LINK]
IS MY ORDER ELIGIBLE FOR RETURN?
To be eligible for 30 day bike returns your order must meet the following criteria:
- You must contact Raleigh and request your return within 30 days of your order being delivered
- If the original packaging is no longer usable to return your bicycle, you must ensure the bike is securely packaged to prevent any damage in transit. We can provide new packaging for your return, chargeable at £25.
- The product must be returned with all of its original parts, including any ancillary parts such as: pedals, keys, chargers, baskets, pannier racks, mudguards etc
- Your product must be returned in a reasonable condition and not show any wear exceeding that which could be expected for a 30 day trial period
- Any damage caused during the final assembly at home (adult and kids bikes), should be declared when requesting a return and will incur up to a £50 charge to cover our repair costs.
- For electric bikes the product is subject to a fair usage mileage of 15 miles. Anything above this will be charged at £5 per mile. This will be deducted from the amount refunded to you when the bike is returned
WHAT CONSTITUTES A REASONABLE CONDITION FOR RETURN
We fully expect that the product may have been ridden or used during the trial period. However to qualify for 30 day returns and receive a full refund (minus a £35 collection charge) your order must be in a reasonable condition, with no signs of wear (exceeding that which could be expected for a 30 day trial period) and no damage to the frame or components. It should also be returned in an acceptable level of cleanliness.
Electric bikes are subject to a fair usage mileage of 15 miles. Anything above this will be charged at £5 per mile. This will be deducted from the amount refunded to you when the bike is returned.
HOW DO I RETURN A HOME DELIVERY BIKE?
We offer a 30 day returns collection service through our courier. Simply contact our Customer Service team via phone or email to arrange a collection slot. Once you’ve been given a time slot and a returns number by Raleigh, you’ll need to securely repackage your order into its original packaging. If the original packaging is no longer usable to return your bicycle, please ensure the bike is securely packaged to prevent any damage to the bike in transit. We can provide new packaging for your return, chargeable at £25. Once we receive your return from the courier, we’ll inspect your order and issue a refund within 14 days.
HOW DO I RETURN AN ITEM COLLECTED IN STORE
If you’d like to return an order that was collected in store, you can arrange a return by getting in touch with our Customer Service team via phone or email. Once you’ve contacted us, you’ll need to return your order to the store you originally collected it from. Once we receive your return from the store, we’ll inspect your order and issue a refund within 14 working days.
Please note: For your refund to be processed, you will need to contact us directly before returning the item to the store.
HOW DO I RETURN AN ITEM PLACED THROUGH KLARNA?
If you placed your order using Klarna, you can still return your order following the steps above, depending on the delivery method. Once our returns team have inspected your order we will cancel your Klarna agreement to stop any future instalments being taken. Your deposit and any direct debit payments will be refunded from Klarna within 14 working days. As your refund will be processed by Klarna any communication regarding money or statement balance should be made directly with them. You can mark your order as returned on your Klarna account to suspend any payments.
Contact Klarna:
Tel (Local Rate): 020 300 50833 or Freephone: 0808 189 3333
24/7 Online chat: https://www.klarna.com/uk/customer-service/
HOW DO I RETURN A BIKE OUTSIDE OF 30 DAYS?
After your initial 30 day cooling off period, you may only return your order if the goods are faulty. You have up to 6 months to notify us and we will do our best to repair or replace the faulty goods. Please contact our customer service team if you have any queries regarding your return.
HOW LONG WILL MY REFUND TAKE?
We aim to process all refunds within 14 days of receiving the product back.
HOW WILL I BE REFUNDED
Your refund will be issued via the same method that the order was paid for. If you paid via credit card your refund will be issued to the same card used for the order. If you paid via PayPal the refund will be issued via PayPal.
HOW WILL A KLARNA ORDER BE REFUNDED?
We will notify Klarna once we have received and checked any returned items. Where a full order is returned Klarna will refund any deposit paid and cancel any future payments. Where only part of an order is returned the item costs will be deducted from your remaining balance by Klarna. You can mark items as returned in the Klarna app to pause your payments. For any balance queries please contact Klarna directly.
Contact Klarna:
Tel: Local Rate: 020 300 50833 or Freephone: 0808 189 3333
24/7 Online chat: https://www.klarna.com/uk/customer-service/