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RETURN & REFUND POLICY

14-Day Right to Cancel (Change of Mind)

In accordance with UK Consumer Contracts Regulations for online purchases, you have the right to cancel your order and request a return within 14 days of receiving your delivery or collecting your bike.

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To be eligible for a return:

  • The bike must be unused, unridden, and in brand-new condition.

  • It must be returned in its original packaging with all manuals, chargers, tools, keys, and accessories included.

  • Proof of purchase (order confirmation or invoice) is required.

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Return Options & Transport Costs

If you choose to return an unused bike within the 14-day cooling-off window:

  • Return in Person (Free): You may return the bike directly to our Covent Garden hub (42 Shelton Street, London, WC2H 9HJ) at no extra charge.

  • Courier Return / Collection: You are responsible for the cost of returning the bike to us. Alternatively, we can arrange a specialized bike courier collection on your behalf; the actual collection fee will be deducted from your total refund amount.

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Refunds for Cancelled Orders

  • Outbound Delivery Fee Refund: If you cancel your entire order within the 14-day window, your refund will include the original item cost plus the outbound delivery charge (£80 / £110) paid at checkout.

  • Pre-Collection Cancellations: If you cancel your Click & Collect or Home Delivery order before it has been dispatched from our hub, you will receive a 100% full refund immediately.

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Non-Returnable Items

  • Bikes showing signs of road use, wear, mileage on digital odometers, or physical damage sustained after delivery or collection.

  • Bicycles modified or custom-built beyond standard manufacturer specifications at the customer's request.

  • Clearance or final-sale items (unless faulty).

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Faulty or Damaged Goods (Warranty)

  • If your bike arrives damaged or develops a manufacturing fault, please notify us immediately at info@citycycle.co.uk.

  • As an authorised service centre, our workshop team will assess the issue. If covered under manufacturer warranty (VELLO, VanMoof, Shimano, etc.), we will arrange repair, replacement parts, or a full refund/replacement at no cost to you (including covering all collection/delivery costs).

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Processing Time

  • Once your returned bike passes workshop inspection, approved refunds will be credited back to your original payment method within 5–7 working days.

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