We operate as an ethical, customer focused business and make every effort to ensure a positive experience in dealing with our customers. We know that you have a choice, and appreciate that you choose us.
Unwanted and exchange items
Goods which prove unsuitable may be returned for a refund or exchange if they are returned to us within 30 days from receipt date.
We are sorry but we are unable to cover or refund postage costs.
Goods are returned unused (and not having been fitted to a bike etc) and in as-sold condition in original packaging.
Items need to be wrapped or boxed up. Please do not directly stick labels or write on the item or the item's original packaging.
Goods returned after 30 days may be accepted but a credit note voucher will be given in lieu of a direct refund. This does not affect your statutory rights.
Please include a copy of your receipt and a covering letter explaining your returned item(s). For your protection, please keep your proof of posting.
Returning goods from outside the EU? If you are returning goods from the USA, Japan, Australia etc. please note the following requirements.
On form CN22/CN23 you must state RETURNED GOODS - FAILED SALE, and put ZERO as a value in the package value box. Failure to do so will result in the parcel getting delayed in customs and being returned. Please do not use FedEX or DHL as they always apply extra charges.
Our handy returns form
Using our Returns Form is the simplest and best way of proceeding.
If sending goods back from outside of the EU you must mark them "Returned Goods - Failed Sale". Failure to do so may lead to the parcel being returned to you. Do not put any value in the "Customs Value" box as this will lead to the parcel being returned to you.
You do NOT need to call before sending any goods back to ourselves. Simply fill in the Returns Form and return to the address on your inoice (all the details are also on the returns form).
Please DO call if you have any problems with unique goods such as custom specced bikes or custom built wheels.
We will contact you when we have actioned your return explaining what we have done in regards to your request, be it a refund, exchange or waiting for warranty inspection/repair. For refunds please allow 14 days for any refunds to show in your account.
Returning items from a group discount offer
Returned items that were purchased as part of a multiple item group discount and/or multiple purchase special offers may lead to the original discount being voided and thus any refund amount will be affected. For example, a purchase totalling over £100 used in conjunction with a 'Spend more than £100' offer code. If you are returning an item from this purchase which takes the resulting purchase total to below £100 you will then lose any discount applied to that order. You can of course return the whole order for a full refund.
We will contact you with an update when we have actioned your return (ie. a refund, exchange or that the item is waiting for warranty inspection/repair). For refunds please allow 14 days for any refunds to show in your account.
Incorrectly supplied goods
We will endeavour to rectify the problem as soon as possible.
If you are in the UK, and need to return an item due to a mistake on our part please contact us immediately and we will email you a returns label so you can send the goods back at our costs. If you are located overseas, please return the item using an economy service, with the package marked "ZERO VALUE FAILED SALE", and we will reimburse your reasonable shipping costs.
Please note - we must be informed of any errors within 14 days of purchase date.
If you have an item that you need to return to us due to a fault within its warranty period please contact us first as we may be able to offer advice over the telephone or via email (firstname.lastname@example.org)
If in the event you need to post an item back please include a copy of your receipt together with full details of the problem so as to help us with a speedy return.
Please note some items may need to be returned to the UK manufacturer/distributor for inspection/repair.
Goods must be returned in a clean condition.
We are sorry but we are unable to refund postage costs.
If the goods are found to be out of warranty we will try to work with you to find the best possible solution.
Out of Stock Exchanges
If your requested exchange item is out of stock at the time of receipt by us, you will be notified and a refund will be processed.
Due to overseas return postage and duty charges we are unable to process exchanges for returned items from outside the UK. Please reorder as required and return the unwanted item for a refund.
Advice if your return is urgent
If you have purchased something that is not the right size, model or colour and you require a replacement quickly, the best solution is to purchase the correct item from us and then return the incorrect item to ourselves with a note asking for a full refund.
Our address for returns
Please return your goods with completed returns form to the following address:
Merlin Cycles Ltd
A4 Buckshaw Link