Returns Procedure

Returning Products

Please do not send back products without contacting us in advance and getting a returns reference and delivery address. We use a third-party logistics warehouse (our returns address is not the same as our office address).

It's important to make sure you are confident with your product choice before clicking the buy button. Boxed bikes are large and expensive to courier back and forth.

If you need advice about sizing, compatibility, specification etc, please message us and look at our help page.

 

CHANGING YOUR MIND:

If you have purchased a product and changed your mind about it, we offer a 28 day returns policy, provided the product is received back in a new, re-saleable condition in original packaging and box. This bit is important. Note: we do not refund postage.

  • Carriage and liability is your responsibility you so we strongly recommend using a tracked and insured carrier.
  • We need to thoroughly check your product is good to be re-sold so there will be a short wait before we can process an exchange or refund while we do this.
  • We don’t like it either but we have to charge a 10% restocking fee on bikes, to cover our warehousing costs. This will be deducted from the refund, along with the original postage cost.
  • If a product is received back with transit damage, you will be notified so you can open an insurance claim with your courier and collect your product back from us. It is not possible for us to resell damaged products, so we are not able to refund them.

 

IF THERE IS A PROBLEM:

If you've been sent the wrong product, your product has reached you with transit damage, or your product is materially damaged/faulty and covered by our warranty (*see warranty page for more info):

  • Always contact us first so we can see how best to help you.
  • If we agree there’s an issue we’re responsible for, we’ll discuss how best to resolve it for you.
  • Solutions may include using your local bike shop, a third party service partner or us sending out a replacement part or product to you.

If you bought your Bobbin bike from another retailer rather than directly from us, please direct your return or warranty enquiry to the original place of purchase. This will be dealt with by the dealer and local distributor.

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