Last Updated: 29th December 2020
Return & Refund Policy
If, for any reason, you are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. Here is how we can help.
The following terms are applicable for any products that You purchased with Us.
Your Order Cancellation Rights
You are entitled to cancel Your order within 14 days. The deadline for cancelling an order is 14 days from the date on which You received the goods, or on which a third party You have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision my means of a clear statement. You can inform us of your decision by:
We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.
Our 30-Day Refund Guarantee
We are confident that You will be delighted with the products You purchase from Us, however if You change Your mind, we offer a 30 day money back guarantee on all online purchases except in the circumstances listed below
- Made to Order Items
- Custom Built Bikes
- Items specifically ordered in for customers
- Perishable items such as food
This cooling-off period begins the day your order is confirmed and ends 30 days from the day after you receive your order. This does not affect your Statutory rights.
Conditions for Returns
Goods must be unused, in their original condition, to be accepted for return.
We offer a 14-day return period for bikes, where the bike is in an unused condition.
Clothing & Equipment
We offer a 30-day return period for clothing, where the items have not been used.
There are certain exceptions to this clause for some saddles – Please contact us for more information.
We do not accept returns for any undergarments that have been worn.
How to Cancel or Return Your Order
If you wish to cancel an order before it has been dispatched you should phone us at the earliest opportunity, we can be contacted on 0141 332 2705. Out of hours, you can email [email protected]
If you wish to return goods you have already received, please complete the returns form that comes with your package. Goods must be returned within 30 days from the day after the goods are received.
Goods must be returned in their original condition along with all tools, packaging and paperwork. If returning goods, you are under a duty to keep them in your possession and to take reasonable care of them making sure they remain undamaged until we are in receipt of the returned item.
All goods must be returned by a secure courier method at your own expense. You should retain proof of shipping until we inform you that the returned items have been received safely by us.
Dales Cycles can arrange for a courier to uplift this for you using a next day express service, however you will be liable for the cost of that pick up and any other incurred costs. You will need to make the package available for a collection between 09:00-17:00 Monday-Friday. We will of course work with you to arrange a suitable day for this to be uplifted.
Because costs vary by location and distance we cannot give you a static value for carriage and all prices will be confirmed before any pick up is arranged.
All items will be checked for damage and use upon return by one of our trained mechanics where a bike or other mechanical or computerised item is involved. We will check for aesthetic damage on the item(s). We will assemble it (where required) and check the mechanical and structural integrity
A full refund will be given excluding any postal charges included in the original purchase price where we have had to arrange a courier or been subjected to additional costs. The refund will be made for the cost of the goods to the same method of payment used to place the order.
Incorrect or Damaged Items
Should, for some reason, your purchases reach you in a less than perfect condition please contact our helpline immediately on 0141 332 2705 so we can resolve the problem as swiftly as possible.
We will offer, if available, an exact replacement or we can advise on a suitable replacement of similar quality and value.
If you do not wish the item replaced or exchanged a full refund will be given.
In either case we will refund any postal costs incurred by you in returning a faulty or damaged item where we have not been able to arrange a collection by our own courier.
Returning an Item
When returning an item please mark the order number on the outside of the package and enclose a copy of your order paperwork.
This will enable us to deal with your return more efficiently and make any required refunds quicker.
Dales Cycles Ltd
150 Dobbies Loan
Any refunds will be made to the customer that purchased the items using the same method of payment as the purchase.
Refunds will be made electronically and cannot be made in store.
Where a card has expired, we will endeavour to obtain updated card details and where this is not possible we will issue a refund by cheque or BACS transfer.
We will refund all payments within 14 days, we usually do that the day we receive the item back or as soon as any mechanical checks have been completed.