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Returns

 

Returns


New items returned for refund or exchange

  • Goods must be returned within 30 days of receipt.
  • Goods must be in original packaging.
  • Goods must not be fitted or used.
  • Goods must be accompanied with a Completed Returns Form and receipt.
  • Return postage is at the customer's expense (unless it is our mistake).
  • Upgraded postage cannot be refunded.

Please note: For the purpose of hygiene, we cannot accept returns of face masks, boxer shorts or underwear, where the item has been removed/unsealed from its original packaging. These items cannot be resold, once they have been worn. If you have any questions before purchasing any of these items, please contact us.

 

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New items returned because we have posted you the wrong part.

Although we endeavour to dispatch all orders without error, mistakes do occasionally happen. If the return is due to an error on our behalf, a Royal Mail Free Post Label will be issued to return the item, or a collection will be arranged for larger items and bikes. Please note that, should the item be found to be correct, you may be required to pay for the return postage of the item.

Return goods within 14 days.

Goods must be returned with a completed returns form and receipt.

 

Warranty returns

All goods are covered by a full manufacturer’s warranty. The duration of most warranties is 1 year from purchase but some manufacturers offer extended warranty.

  • Warranties cover manufacturing faults and defects but do not cover damage caused by crashing, abuse, general wear and tear etc.

If you feel you do have a warranty claim before returning any goods please call the order line for a warranty assessment.

  • The warranty does not cover return postage.

For warranty issues with bikes or frames please include the frame number on the returns form.

Please enclose a completed returns form and a copy of the receipt. We like happy customers so our aim is to deal with all warranty claims quickly.

 

All Goods Returned

PLEASE NOTE ALL RETURNS INCLUDING WARRANTY, EXCHANGE AND REFUND MUST BE REPACKAGED SAFELY BEFORE SENDING BACK TO US.

CUSTOMERS ARE RESPONSIBLE FOR ANY RETURNED GOODS DAMAGED IN TRANSIT.

Note: The returns department is open 9am – 5:30 pm Monday to Friday

 

Returning an Order Because it is Unsuitable ie. "Does not fit"

If you would like to return any item you ordered for an exchange or refund this is no problem. We allow 30 days from date of purchase for items to be returned.

All items returned must be accompanied with a returns form. Please email our returns department who will be happy to issue you with a returns number, returns form and will reserve the replacement item, if applicable.

Please only return the item[s] for exchange/refund not the whole order.

All goods must be returned to us in secure packaging, please refer to "how we package our orders"

We cannot accept any responsibility for goods damaged in return transit due to poor packaging and goods lost.

All return shipping cost must be paid for by the customer. Unfortunately we cannot refund the initial cost of sending the goods and the cost of returning the goods. We will charge again to ship the replacement items if applicable.

 

Returning an Order Because it is Faulty

Most manufacturers offer a U.K.warranty on their goods.

We are happy to carry out the warranty if the goods prove faulty provided the customer returns the goods to our U.K. Returns department.

Warranty does not cover general wear and tear, crash damage, improper use and poor maintenance.

Please refer to the manufacturer's website for specific warranty terms and conditions or contact us.

If you have a warranty claim please email us and provide as much information as possible, in most circumstances it can be helpful if images of the fault are also provided.

We can advise on what needs to be sent back, for example if the rear derailleur is at fault on a bike you purchased from us only that item needs to be returned not the complete bike.

After we have made an initial warranty assessment we will issue you with a returns number and returns form. If items can be repaired locally this may prove more cost effective for overseas customers and we will be happy to reimburse any cost provided documentation is forwarded to us. Before any repairs are carried out locally you must inform us of the cost of the repair, most bike shops will be happy to provide a quote for any potential repair/replacement work.

Small items can be returned using your local domestic postal service. We recommend a traceable and insured service is used.

For returning large items such as bikes, we can arrange collection through our courier. The collection can be arranged on a time and at a location to suit you (costs may increase if a specific time is required).

All return shipping cost must be paid for by the customer. Unfortunately we cannot refund the initial cost of sending the goods and the cost of returning the goods. We will charge again to ship the replacement items if applicable.

 

Additional Returns Information

Please do not return any items without contacting J.E.James Cycles first.

All goods returned must be accompanied with a returns number and returns form. The packaging must be clearly labelled on the customs information/declaration document [CN22/CN23] as "RETURNED GOODS-FAILED SALE"

Failure to do so may result in the goods been refused entry to the UK and returned to sender.

If you have paid import duty or taxes on the goods received and then want to return the item[s] for refund. You should be able to claim back these costs once the refund has been completed. To apply for this refund you will need to show proof of duty/taxes paid and shipping documentation showing the goods were returned to the UK. We advice you contact your local government office for specific information on duty refunds.

All goods must be returned to us in secure packaging as they were sent to reduce the risk of damage in transit. Please refer to "How We Package Our Orders" for more information on how to repackage your goods safely and securely.

We cannot accept responsibility for damaged or lost goods due to incorrect/unsuitable/poor packaging or incorrect/falsified documentation. The shipping cost of all returned goods is at the customer's expense and J.E.James Cycles will not reimburse these amounts.