J.E James Cycles Returns Policy
Need To Return An Item?
J.E James Cycles offers a 365 day returns policy on products purchased at jejamescycles.com (Exceptions apply. See below for further details).
To raise a return, please complete our online returns form by clicking here. Once the returns form has been completed, one of the J.E James Cycles team will contact you with returns information within 2 working days. Refunds are issued only to the original payment method used within 5 days of receipt at our distribution centre.
The 365-day returns policy excludes the following product types; In each instance, a 30-day returns policy is offered instead:
- GPS Devices and Computers
- Turbo Trainers
- Nutritional products (Hydration Tablets, Energy Bars etc.)
- Clearance / "Not-Quite-Perfect" Items
- Items initially received incorrectly, or in a damaged/faulty condition (see below for further information)
All goods must be accompanied with a completed returns form and proof of purchase.
Goods must be returned within 14 calendar days of the returns request being approved.
Return postage is at the customer's expense (unless in the event of receiving an incorrect, damaged or faulty item).
All goods must be returned in their original packaging, and in an unused condition.
For the purposes of hygiene, we cannot accept returns of face masks, boxer shorts or underwear, where the item has been removed/unsealed from its original packaging.
We cannot accept the return of personalized, custom or made-to-order goods.
PLEASE NOTE: ALL RETURNS OF ANY NATURE MUST BE RE-PACKAGED SAFELY AND SECURELY PRIOR TO POSTING. RETURNING ITEMS REMAIN THE PROPERTY OF THE CUSTOMER, WITH THE CUSTOMER BEING RESPONSIBLE FOR ANY RETURNED GOODS DAMAGED IN TRANSIT.
For further details or enquiries, please email [email protected]. In most cases, you can expect a response within 1 working day of sending your query (office opening times: Monday-Friday: 8:00-16:30).
The J E James Cycles returns policy does not affect your statutory rights.
Important Note for Bicycle Orders
Should your order include a bicycle, please ensure that the original packaging is retained prior to assembling and test riding. In the event that the order needs to be returned/exchanged, the bicycle would need to be re-packaged for transit back to us. Please note that couriers will refuse collection on any unpackaged bicycles.
Received An Incorrect, Damaged Or Faulty Item?
Although we endeavour to process all orders without error, mistakes do occasionally happen.
In the unlikely event that you receive a defective or incorrect product, you will be entitled to a full refund or exchange if returned within 30 days of receipt. After this 30-day period, a repair or exchange may be considered at our discretion.
If the return is due to an error on our part, we will issue a Royal Mail Free Post Label so the item can be returned at no additional cost. Alternatively, a collection will be arranged for larger items or bikes. Please note that, should no issue be identified during our inspection, a surcharge may be incurred to cover the returns postage costs.
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, misuse, general wear and tear etc.
Please note: Extended warranty claims placed a year after delivery may incur additional postage/labour charges. This is at the discretion of J.E James Cycles, and will be discussed on a case-by-case basis with the customer.
For any and all warranty enquiries, please initially consult the manufacturer’s warranty prior to raising a claim.
If you feel you have a valid warranty claim, please contact our customer support team prior to returning your order via the Contact Us page. Please note that returns postage costs are not initially covered, with any offers of free returns/collection being at the discretion of J.E James Cycles.
After we have made an initial warranty assessment, you will be issued a returns number and returns form. Please enclose this documentation with your returning order.
In the interest of convenience to the customer, the option to have the issue resolved by a bike shop local to the customer may be suggested. In such cases, an offer to reimburse labour and/or parts costs will be agreed between J.E James Cycles and the customer. Please note that a quote/invoice for the costs involved will need to be provided, prior to any work being carried out by the local bike shop.
Please note that, should no issue be identified during our inspection (or an issue be identified which is not considered a warranty issue), a surcharge of £45 may be incurred to cover the returns postage costs. Any labour and/or parts relating to non-warranty servicing and repairs agreed between the customer and J.E James Cycles may also be chargeable.
ALL ex-demo/second-hand bicycles come with a limited 3 month Warranty offered by J.E James Cycles, and are not supplied with any warranty from the manufacturer.
Please enclose the completed returns form and proof of purchase with all returning items.
Whilst we aim to reach a resolution on all warranty claims within 10 working days of receipt, delays can occur in various circumstances depending on the nature of the issue.
Return Of Non-UK Orders
Please do not return any items without initially contacting J.E. James Cycles via the means stated above.
When returning your order, please ensure the information/declaration document [CN22/CN23] on your returning order is marked 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, it is typically possible to claim back these costs once the refund has been issued. To apply for this refund, you will be required to present proof of duty/taxes paid and shipping documentation showing the goods were returned to the UK to your country’s customs offices. We advise you contact your local government/customs office for specific information on duty refunds applicable to your country.