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Return and Refund Policy

If you bought from a business seller:

1. New Goods Return Policy

1.1 Return Window - The standard return period for new goods is 14 days from the date of delivery. Businesses have the option to extend this period up to 30 days at their discretion.

1.2 Conditions for Return - All items must be returned unused and in their original packaging. A valid proof of purchase is required for processing all returns.

1.3 Return Shipping - For faulty or misdescribed items, the business will provide free return shipping. In cases where the return is due to a change of mind, the buyer is responsible for return shipping costs.

1.4 Refund Policy - A full refund will be issued within 14 days of receiving the returned item. In cases where items are returned in a condition different from how they were sold, a partial refund may be issued, subject to deductions based on the item's condition.

2. Preowned Goods Return Policy

2.1 Return Window - The standard return period for used goods is 14 days from the date of delivery.

2.2 Conditions for Return - Used items can be returned if they are not as described or found to be faulty, taking into consideration the pre - used nature of the item.Acceptable wear and tear will be taken into account when assessing returns. A valid proof of purchase is required for processing all returns.

2.3 Return Shipping - Free return shipping will be provided for items that are faulty or misdescribed. For items returned due to a change of mind, the buyer is responsible for return shipping costs.

2.4 Refund Policy - A full refund will be issued within 14 days of receiving the returned item. For items not returned in the condition they were sent, a partial refund may be issued, with deductions based on the item's condition upon return.

This policy is designed to comply with UK consumer protection laws and ensures fair treatment for both buyers and sellers on our platform. We reserve the right to amend this policy as necessary, with any changes being communicated to our users in a timely manner.

If you bought from a private seller:

1. New Goods Return Policy

1.1 Return Window - For new goods, private sellers have the option to offer a standard return period of 14 days from the date of delivery. This return window is at the discretion of the seller and is not mandatory.

1.2 Conditions for Return - All returns must be mutually agreed upon between the buyer and seller. Items should be returned in the original condition they were received, with no signs of use or damage.

1.3 Return Shipping - Unless otherwise agreed upon between the buyer and seller, the buyer is responsible for return shipping costs.

1.4 Refund Policy - Refunds are subject to mutual agreement between the buyer and seller. Once an agreement is reached, refunds must be processed promptly upon receipt of the returned item.

2. Preowned Goods Return Policy

2.1 Return Window - For used goods, the return period is optional and at the discretion of the seller. Sellers may choose to offer a return window or sell items on an “as-is” basis.

2.2 Conditions for Return - Returns for used goods must be mutually agreed upon between the buyer and seller. Items can be returned if they are not as described or found to be faulty, taking into account their pre-owned nature.

2.3 Return Shipping - Unless otherwise agreed upon between the buyer and seller, the buyer is responsible for return shipping costs.

2.4 Refund Policy - Refunds for used goods are subject to mutual agreement between the buyer and seller. Once an agreement is reached, refunds must be processed promptly upon receipt of the returned item.

This policy framework is designed to facilitate fair transactions between private sellers and buyers on our platform. It emphasises the importance of clear communication and mutual agreement between parties. While we provide this framework, the specific terms of each transaction may vary and should be clearly communicated between the buyer and seller prior to purchase. Our platform encourages open dialogue to resolve any issues that may arise during transactions.

3. Disputes and Mediation

3.1 General Principles - Our platform encourages open communication between buyers and sellers to resolve issues amicably. However, we recognise that disputes may occasionally arise. This section outlines the process for handling disputes and the mediation services we offer.

3.2 Initial Resolution - When a dispute arises, buyers and sellers should first attempt to resolve the issue directly through our platform's messaging system. All communication should be courteous and aim to find a mutually acceptable solution.

3.3 Reporting a Dispute - If direct communication fails to resolve the issue, either party may formally report a dispute through our platform's dispute resolution center within 30 days of the transaction date.

3.4 Mediation Process

3.4.1 - Upon receiving a dispute report, our team will review the case and contact both parties within 2 business days.

3.4.2 - We will request relevant information from both parties, including transaction details, communication logs, and photographic evidence where applicable.

3.4.3 - Our mediation team will assess the information provided and propose a fair resolution based on our policies, UK consumer protection laws, and common practices in the cycling industry.

3.5 Resolution Outcomes

Potential resolutions may include, but are not limited to:

3.6 Binding Decisions - In cases where parties cannot reach an agreement, and for transactions below £500, our platform reserves the right to make a binding decision to resolve the dispute. For higher-value transactions, we may recommend seeking independent legal advice or using alternative dispute resolution services.

3.7 Feedback and Ratings Protection - To ensure fairness, feedback and ratings left by either party may be removed or adjusted if they are found to be retaliatory or unfairly biased due to a dispute.

3.8 Repeated Disputes - Users who are frequently involved in disputes may have their accounts reviewed and may face restrictions or removal from the platform to maintain a trustworthy marketplace environment.

3.9 Legal Rights - This dispute resolution process does not affect the statutory rights of consumers under UK law. Participants retain the right to pursue legal action if they are unsatisfied with the outcome of our mediation process.

By using our platform, all users agree to participate in this dispute resolution process in good faith before pursuing other forms of recourse. We strive to maintain a fair and transparent marketplace for everyone.

4. Return Shipping Methods

4.1 Acceptable Shipping Methods - To ensure the safe and timely return of items, the following shipping methods are acceptable for returns:

4.1.1 For items valued up to £100:

4.1.2 For items valued over £100 or large items (e.g., frames, wheels):

4.1.3 For complete bicycles:

4.2 Packaging Guidelines - Proper packaging is crucial to prevent damage during return shipping. Please follow these guidelines:

4.2.1 General Items:

4.2.2 Fragile Items (e.g., carbon components, electronics):

4.2.3 Bicycles:

4.2.4 Wheels:

4.3 Insurance and Tracking - We strongly recommend insuring all return shipments for the full value of the item(s) and using a service that provides tracking. This protects both the buyer and seller in case of loss or damage during transit.

4.4 Documentation - Include a copy of the order number inside the package. This helps expedite the return process once the item is received.

4.5 Prohibited Packaging - Do not use the following for packaging returns:

By following these shipping and packaging guidelines, you help ensure that returned items arrive safely and in the same condition they were sent, facilitating a smooth return and refund process for all parties involved.