Home > Returns WHAT IF I NEED TO RETURN ANY ITEMS? In the unlikely event you need to return anything to us, please send an e-mail to our customer care department, customerservices@buybuybicycles.com PLEASE NOTE WE DO NOT REPLACE FREE ITEMS - THESE ARE NOT COVERED BY YOUR WARRANTY. Sorry we do not accept returns outside of the mainland UK. If your bike is irreparable e.g. your frame has broken, we will replace it for you. Otherwise you must get your bike fixed by your local bike shop and provide the original receipt in order for us to refund you. You must report any problems within your warranty period, otherwise you are not eligible for a refund of any repairs or parts. Refunds are at the discretion of Buy Buy Bicycles. Full refunds are only given after the 21 day money back guarantee in extreme circumstances where bike is irrepairable and we are out of stock. In most cases, spare parts will be sent out and any costs to replace these parts will be covered by Buy Buy Bicycles, or a replacement will be sent. Please put as much detail as possible in the e-mail as it is possible to resolve most problems to your full satisfaction without returning the goods. If it is necessary to return an item, as agreed only by Buy Buy Bicycles, we will e-mail you a returns number. We ask that you include a copy of this e-mail with the returned goods. Please do not return any item without first contacting our customer care department for a returns number as no goods will be accepted without this. If any goods are returned owing to an error on our part, we will gladly refund your return postage charges. For example, we have sent the wrong model or colour. If you choose to have a refund rather than replacement or repairs, we can not refund courier costs. If any goods are returned unwanted or incorrectly ordered by you, we will either exchange or refund you, provided that all goods are returned in a perfect, saleable condition within 21 days. However, you must bear the cost of return carriage and internal return costs and regretfully we cannot refund this amount or your original delivery costs. This return cost will be the same as you paid on your outgoing delivery. If any goods are returned which you feel are faulty and un-repairable, and covered by the manufacturer's warranty, these must be returned to us for inspection, together with your purchase receipt. If it is found to be a genuine fault of manufacture (not accidental damage, misuse, abuse, neglect, normal wear and tear, something that can be adjusted, or a part that can be changed), we will usually either repair or replace* it free of charge with the same product or a product of equal or higher value to your satisfaction. Your standard postage costs will usually be reimbursed, but we will not reimburse any additional postage costs you paid for services such as priority delivery or delivery outside of mainland UK. If any items are returned claiming to be faulty which we regard as not being covered by the manufacturer's warranty, we will contact you to inform you of this. In this event, you will be liable for all admin, courier and internal transportation costs. Any bicycles which have been tampered with will not be eligible for refunds. Your warranty may also be invalidated. Buy Buy Bicycles will NOT accept a 3rd party option of quality and performance as a basis for a full refund. Our goods are manufacturered to a price, using good quality parts, and pass CE / CEN and British standards. Buy Buy Bicycles will NOT accept quality and performance as a basis for a full refund. Our goods are manufacturered to a price, using good quality parts, and pass CE / CEN and British standards. Returns are accepted under our 21 day money back guarantee if bikes are not suitable. Any replacement parts which we Buy Buy Bicycles can not provide, can be provided by a 3rd party bike shop. The parts used are to be of equal price and quality as the original parts used. We will not pay for any upgraded parts. Our bicycles are priced based on the parts used which pass British Standards. It is important that all original packaging is kept until you are satisfied with the goods and are sure that they will not need to be returned. Couriers will not accept any goods if they are not in their original packaging. In the event that you have not kept the packaging, we can provide a replacement box at the cost of the buyer. This will be deducted from the refund amount, including any costs of shipping out the new box. The cost of a replacement box is £6.99 + £8.99 delivery It is the buyers responsibility to re-pack the bike safely. Any further damage to the bike, due to poor packaging on returning it, will be deducted from the refund. It is the buyer's responsibility to take any issues up with the carrier if they feel it is their fault. Returns are only accepted using our courier Business Account, as we have special discounted rates. We do not cover any other costs associated with returns. We will not cover any other 3rd party courier costs, so please contact us to arrange returns. Courier prices are subject to change without notification. In this case you will be billed the new price. You will be sent labels for your return. If you do not put these on the box, Buy Buy Bicycles is not responsible for any costs incurred by the courier as a result. If you have been given a postage discount by agreement for multiple items and you then wish to return an item, you will not be refunded the full actual cost of the postage involved in returning any items. Buy Buy Bicycles will agree a return collection date with the customer. Should the customer not comply with these pre-agreed arrangements, resulting in missed collections, the customer takes responsibility for any costs incurred. Should the customer miss x2 collections, it is then the customers responsibility to arrange for the return, whether the return is because of unwanted goods, or faulty goods. It is the buyers responsibility to inspect the bikes within the 21 day money back guarantee period to ensure a refund can be given, if required. After the 21 day money back guarantee period, Buy Buy Bicycles will only offer repairs (parts and labour) under the warranty. If you do not report any problems e.g. damage by courier straight away, any subsequent impact damage reported will be classed as accidental damage. In some cases, gears or brakes may need adjusting - this is normal. Other parts may need tightening. This is not deemed a fault and full refunds will not be given for this. If a refund is requested within the 21 day money back guarantee period, buyers will be responsible for the return costs (admin, repacking, internal transportation costs and courier) unless there is a manufacturing fault. False claims of faults or damage in order to get a refund will result in consideration of legal action. *Courier costs are not refunded for any returns within the 21 day money back guarantee. A £10 repacking / admin fee will be charged for returned bicycles. 2 Re-packing fees apply to accessories where the packaging has been opened and it is not possible to re-sell as returned. Please enquire as to the cost which is dependent on the item. This will vary between £5-£10 depending on the item packaging.