Refund policy

At Bike Yard Online, we make returns straightforward and hassle-free. Our clear returns policy ensures you know exactly what to expect if you need to send something back.

Returns

If you are unhappy with your purchase, please let us know by emailing returns@bikeyardonline.co.uk so we can make it right.

Our Returns Policy gives you 14 days from the date you receive your order to notify us if you wish to return an item. You then have an additional 14 days to send it back. Returns outside of this period cannot be accepted (unless due to a warranty issue).

To be eligible for a return, your item must be unused and in the same condition that you received it, with tags (if applicable), and in the original packaging.

Demos

We can organise demos for most brands. Please get in touch if you would like to book a free test ride before ordering - we want to make sure you are completely happy with your order.

Return Costs

In all cases, the customer is responsible for return carriage costs unless the product is faulty. To complete your refund or exchange, we require a receipt or proof of purchase.

If the item has been opened and assembled / part assembled, or built by us prior to delivery, then a restocking fee may be applied to the return. This fee will be determined depending on the individual case; however, it is estimated to be up to 20% of the order total. In most cases, no restocking fee is applied so if you are unsure about a purchase, please contact us prior to placing your order and we can quote in advance.

To initiate a return, contact us at returns@bikeyardonline.co.uk. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If a clearly itemised remote area surcharge was applied in addition to standard delivery (e.g. for remote locations such as the Channel Islands, Scottish Highlands, or Northern Ireland), this may be deducted from your refund in a change-of-mind return.

Please Note: The return period window is to allow you to examine the goods as you would in a shop. You may handle the item to the extent necessary to inspect it as you would in a retail shop. If the product shows signs of use beyond this, we reserve the right to make a deduction from the refund based on any loss in value, or reject the return entirely.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. This allows us to assess the issue and make it right.

We strongly recommend that you thoroughly inspect all items at the time of delivery. We advise you not to accept delivery of any damaged items. Should you find any damage, please send clear photos of the damaged items to returns@bikeyardonline.co.uk within 48 hours of delivery so we can initiate an insurance claim on your behalf. Claims after this period might not be accepted.

If your bike develops a fault through normal use as described in the manufacturer's manual, you may be eligible for a repair or replacement under the warranty. Please provide details of the fault to info@bikeyardonline.co.uk, and we will coordinate the repair or replacement with the manufacturer. Be aware that any fault resulting from misuse is not covered by this policy. To avoid voiding your warranty, please ensure you read the manufacturer's manual thoroughly before using your electric bike.

Exceptions / Non-Returnable Items

Certain items cannot be returned, such as custom products (i.e. special orders or personalised items). If this is the case, this will be stated explicitly on the product page. Please contact us if you have questions or concerns regarding your specific item. 

Wisper Full Throttle Upgrade

The Wisper full throttle upgrade is a service which can take approximately three months to complete. Because the process starts as soon as you place your order, we are unable to refund or cancel this fee once an order has been placed.

Exchanges

The quickest way to get the item you want is to return the one you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return and inform you if the refund has been approved. If approved, you will automatically be refunded via your original payment method. Please note that any return delivery or restocking fees (if applicable) will be deducted from your refund amount. It may take up to 10 working days for your bank or credit card company to process and post the refund.

Cancellations

Orders can be cancelled free of charge unless they have already been dispatched. If dispatch has occurred, the order must be returned under the returns process, and return carriage costs will apply. Refunds can only be issued to the same payment method used to place the order.

Statutory Rights

Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable. You have a 30-day right to reject under the Consumer Rights Act 2015 and a 14 day right to return under Consumer Contracts Regulations 2014.

For any queries related to this policy, please email us on info@bikeyardonline.co.uk or give us a call on 0333 880 7203.