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.
You have 14 days from the date of delivery to inform us that you wish to return an item. After notifying us, you then have a further 14 days to send the product back. Returns requested outside these timeframes cannot be accepted unless the issue relates to a valid warranty claim.
Returned products must meet the following conditions:
- unused and in the same condition as received
- complete with any original tags where applicable
- returned 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 Shipping and Fees
Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty. Proof of purchase is required for all refunds or exchanges.
Where a product has been opened, assembled, partially assembled, or pre-built by us before delivery, a restocking charge may apply. This is assessed individually and may be up to 20% of the order value. In many situations no fee is applied, so if you are uncertain about a purchase, contact us beforehand and we can provide guidance.
To begin a return, email returns@bikeyardonline.co.uk. Once approved, you will receive instructions explaining how and where to send your item. Products returned without prior authorisation will not be accepted.
If a clearly itemised remote-area delivery surcharge was applied at checkout (for example the Scottish Highlands, Northern Ireland, or the Channel Islands), this amount may be deducted from refunds relating to change-of-mind returns.
Condition of Returned Goods
The return period exists so you can inspect goods in the same way you would in a physical shop. Handling should be limited to reasonable examination only.
If an item shows signs of use beyond normal inspection, we reserve the right to:
- reduce the refund to reflect loss of value, or
- decline the return entirely
Damaged, Faulty, or Incorrect Items
Please check your order carefully as soon as it arrives. If anything is damaged, defective, or incorrect, contact us immediately so the issue can be resolved quickly.
We strongly advise inspecting items at delivery and refusing any parcel that appears visibly damaged. If damage is discovered after acceptance, send clear photographs to returns@bikeyardonline.co.uk within 48 hours of delivery so an insurance claim can be initiated. Claims submitted after this period may not be accepted.
If a bike develops a fault during normal use in accordance with the manufacturer’s instructions, it may qualify for repair or replacement under warranty. Email hello@bikeyardonline.co.uk with full details and we will liaise with the manufacturer on your behalf.
Damage caused by misuse is not covered. Always read the manufacturer’s manual carefully to avoid invalidating your warranty.
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.
Order 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.
Refunds
After your return arrives, it will be inspected and you will be notified whether the refund has been approved.
If approved, payment will be returned automatically using the original payment method. Any applicable return shipping or restocking charges will be deducted from the total refund amount.
Please allow up to 10 working days for your bank or card provider to process and display the refund.
Statutory Rights
Your statutory rights are not affected by our Returns Policy. If any part of this policy conflicts with applicable statutory rights, those statutory rights will take precedence, and the conflicting section of this policy will not apply.
For any queries related to this policy, please email us on hello@bikeyardonline.co.uk or give us a call on 0333 880 7203.
