delivery & returns

Delivery

Delivery costs for the UK
We offer free UK Mainland delivery on bikes.

Delivery costs outside the UK
We do not ship out of the UK for the moment as we are concentrating on the UK market.

Click & Collect
If you select Click & Collect during the checkout process we will contact you via email once your order is ready for collection from our Bagshot store.

Delivery to alternate addresses
Although an alternative address can usually be accommodated we reserve the right to restrict delivery to the cardholders statement address only, we will of course contact you if this happens.

Standard Delivery Times
We offer Free UK Mainland delivery on all orders and our standard delivery time is 5-7 days.

Returns & Refunds

We want you to be happy with every purchase which is why we offer a no quibble, satisfaction guaranteed Returns policy.
We will accept returns sent at the buyers expense, unless the wrong item is sent or the item is faulty in which case we will refund reasonable postage incurred.

Items returned which are correct and without fault may be subject to a restocking fee. The amount of the restocking fee will be provided when return is requested.

Please contact us on 01276 536777 or email customerservice@spokesonline.com to get a returns number before returning to:

Spokes of Bagshot Ltd, 55 High Street, Bagshot, Surrey, GU19 5AH

You can return items to us in accordance with the returns policy described in this section.

Right to cancel

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason unless the product is a custom order/ bespoke order. The cancellation period will end after 14 days starting the day after you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered.

Where you order multiple Products in one order or a Product is delivered in separate parts, lots or pieces, the cancellation period will end after 14 days starting the day after you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the last Product, part, lot or piece that makes up your order.

To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). The easiest way to do this is to contact our Customer Services team.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel your contract with us, we will reimburse you all payments received from you, including the cost of delivery.

We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest.

You are only liable for any diminished value of the Products resulting from the unfair/unreasonable wear and tear of the Product which is not necessary to establish the nature, characteristics and functioning of the Products. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any Products we supply.

Faulty or mis-described goods

If you are returning the Products to us because they are faulty or mis-described, we will refund: the price of the Product in full; any applicable delivery charges. As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy or these terms and conditions of sale. We will refund you only through the payment method used by you to pay.

How to return the Products

You must return Products to us as soon as reasonably practicable.

You will be responsible for the return costs of the products.

You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original (or similar) packaging prior to returning the Products to us. If any damage occurs from the point of collection from you and re delivery to us then you are liable for the cost of damage.

If the item is sent to you boxed then for us to be able to accept the return it must be returned in the same box it was sent to you in or we cannot accept the return.

If you are not entirely satisfied with any aspect of your experience please email, phone or write to us. Full contact details are available on our Contact Us page.