The Return Policy below applies to standard returns only. If there is a problem with an item you have received or if you believe a product has developed a fault, please get in touch with us by email to [email protected]. We will make every effort to resolve the issue as quickly as possible for you.
Return Policy
If you receive an order and find you have changed your mind or the item just isn’t right for you, don’t worry. Goods can be returned for a refund within 14 days from the date of purchase (subject to the product exclusions outlined below).
We are unable to offer exchanges on unwanted items, however, if you wish to purchase a different item, simply hop onto our website and place a new order separately. This will be processed and dispatched as quickly as possible.
Goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. They should also be securely packaged in a sealed box, to ensure the contents are protected during transit. Our Returns Team will review all items to ensure they meet the criteria outlined in this Returns Policy. If an item is returned outside of our Returns Policy, we may be unable to process a full refund. We will contact you in such circumstances.
All refunds will be issued to the original payment method on the order within 5 days of receipt at our warehouse.
Product Exclusions
There are some exclusions to our Returns Policy, as detailed below:
· Personalised or customised items, such as wheel builds, cannot be returned
· GPS systems, such as sports watches or cycle computers, can only be returned if unregistered
· For hygiene reasons, any intimate garments, such as underwear and swimsuits, can only be returned if the items are unworn (with protective packaging intact)
· Gift vouchers cannot be returned
· Products received over 14 days ago cannot be returned
· Products that have been opened or unsealed cannot be returned
· Products returned in an unsatisfactory condition cannot be returned
· Products which have been damaged in return transit due to insufficient packaging cannot be returned
Please note, Thame Cycles reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
This Return Policy does not affect your statutory rights.
How to Return an Item
To return an item, simply follow the steps outlined below:
Returned items must be securely packaged in a sealed box, to ensure the contents are protected during transit. Thame Cycles reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging.
Items can be posted via a local courier to the following address:
Returns, Thame Cycles Ltd
Unt 6C
Station Yard
Thame
OX9 3UH
United Kingdom
Please include a handwritten note inside the parcel with the following details:
· Your name and address
· The original order number (can be found in your confirmation email)
· The reason for return
We recommend using a tracked courier service. Return postage is non-refundable.
Bikes must be returned new and un-ridden, in a saleable condition and in their original packaging with all labels and stickers still attached. Thame Cycles reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging.
Update on My Return
Return transit timeframes can vary, depending on the shipping country and the courier service selected.
Please use the following estimated timeframes, from the postage date, as guidance:
· UK & EU – 15 days
· Outside EU – 25 days
Our Returns Team will process your return within 5 days of the parcel being delivered to our warehouse in the United Kingdom and you will receive a notification via email once the return has been processed.
In the meantime, keep an eye on your courier tracking to follow the movement of your parcel. Please note, some parcels may route back to our warehouse via a national hub or depot. Upon arrival at the courier’s depot, parcels will be consolidated for return to our warehouse in one shipment. Returned items will be processed once they have been delivered back to our warehouse.
If your return tracking has not updated to show the parcel has been delivered within the estimated timeframes outlined above, or your return has not been processed within 5 days of delivery to our warehouse, please send us a copy of your postage receipt so that we can look into this further for you.
Problem with Item Received
If there is a problem with an item upon delivery, please get in touch with us via email to[email protected] at your earliest convenience. Please provide as much information as possible, including photographs of the item and packaging. We will make every effort to resolve the issue as quickly as possible for you.
Faulty Items
All goods purchased from Thame Cycles are normally covered by a manufacturer's warranty, which, generally speaking, covers manufacturing faults and defects, including poor workmanship.
Return FAQs
1. Can I return my item for an exchange?
We are unable to offer exchanges on unwanted items, however, if you wish to purchase a different item, simply hop onto our website and place a new order separately. This will be processed and dispatched as quickly as possible.
2. Can I return multiple orders together in one parcel?
Orders should be returned individually. We kindly ask that you avoid returning multiple orders inside the one parcel as this may cause issues with the return. If, however, you do wish to do so, please ensure you include a note inside the parcel with the order reference for each item you are returning. If there are any issues with your return, we will be in touch.
3. How much is return postage and who pays for it?
Postage on standard returns is non-refundable, however if your item is being returned as a result of our error (damaged, defective, wrong item etc.), we will refund standard postage costs. If there is a problem with your item, please contact us and we will make every effort to resolve the issue as quickly as possible.
We recommend using a tracked courier service. Return postage is non-refundable and Thame Cycles cannot be held responsible for damage or loss incurred during return transit.
4. Does my return have to be in the original packaging?
Yes, all goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn. If hygiene strips have been removed we will not be able to accept the return.
5. I’ve returned my item, what happens next?
Once your return has been delivered back to our warehouse, it will be processed within 5 days. You will receive a notification via email once the return has been processed.
6. What if there is an issue with my returned item?
Don’t worry, if there are any problems with your return, a member of our Customer Service Team will send an email to the email address used when placing the order.
7. Can I return an item if I have worn it and changed my mind?
You can try an item on for size, but please do not remove any labels or use the item if you are considering returning it. All goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached.
8. Can I return an unused item if it is over 14 days since the order was placed?
Unfortunately, we cannot accept the return of goods outside of the 14 day period. We apologise for any disappointment this may cause.
9. I’ve changed my mind and would like to amend or cancel my return, how do I do this?
If you wish to make any changes to a return, please contact our Customer Service Team via email [email protected]
