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Returns Policy

This returns policy refers to goods purchased through our website Goods purchased in our Tadley store returned via post can only be accepted for exchange or warranty.

We aim to offer the very best service to our customers which includes handling returns as quickly as possible.

ALL goods returned to Pedal On must be accompanied by a completed returns form:

Returns Essentials

All returned goods must;
Have a completed returns form
Be accompanied by the original order number (online purchases) or a copy of the till receipt (shop purchases)
Have all labels attached if returning for refund or exchange.
All original packaging is intact and not defaced if returning for refund or exchange.
Be unused if returning for refund or exchange.
Be Clean.

Please ensure all returned goods are adequately packed. Even if we have sent you the wrong items you have a legal responsibility to take care of the goods, this includes packing them adequately. If you are returning a bicycle please take extra care to ensure no parts of the bike can move against one another. We strongly recommend shipping goods back to us using a recorded delivery service.

Returns - Received Incorrect or Damaged Goods

If you have received the wrong items from us or they are damaged on arrival then you will need to return them to us for replacement or refund. Please notify us as soon as practicably possible of any problems with your order and within 30days. So that we can accept liability for any damaged goods please do not use them. Please return your goods by a recorded delivery service. We will refund your postage costs (equivalent to Royal Mail first class recorded). We will only refund or replace incorrect or damaged goods up to 30 days after the purchase date or up to January 31st for Christmas Orders (purchased between 1st and 25th December).

Returns for Refund

For goods with faults please see "Returns With Faults"

We will happily refund unused and unmarked goods up to 90 days after the purchase date should you decide you do not want them. We will not refund any postage charges from the original order. We will refund you by the same method you paid for the order. For Credit/Debit card refunds this can take up to 10 days to show on your statement. If you have purchased goods in our Tadley store we cannot refund them without your presence.

If you have received discounted goods as part of a sales package we will only be able to offer a full refund if all the goods are received in a resaleable condition. We will be happy to replace a component of an order should that prove to be faulty.

We do not charge restocking fees for returned items.

Returns for Exchange

We will happily exchange any goods up to 90 days after the purchase date. Please state on the returns form the desired replacement.

If your exchanged item and your location fall into our Free shipping criteria (Delivery Schedule) we will not charge you for reshipping your exchanged goods.

Returns with Faults

If you have received goods that have developed a fault within 2 weeks of delivery then it is considered an IMMEDIATE fault. If the goods have developed a fault after 2 weeks but before their warranty period ends, then it is considered a WARRANTY fault.

Immediate Faults - If it is established that the goods are faulty we will send you a replacement or repaired product free of charge and also refund your postage costs. The refunded postage amount will be based on the amount we would pay to ship the item to you on the shipping service selected with your initial order. If you decide you do not want a replacement item we will refund the good's original total but not refund your postage costs. If the total amount we need to refund you is greater than your original sale we will need to contact you by phone to collect payment details as we can only refund up to the original transaction amount automatically.

Warranty Faults - All our products are from official suppliers and are covered by their respective manufacturer’s UK warranty. In the event of a warranty claim we will act as the manufacturer's agent and proceed with your warranty request following their guidance and under the terms of their warranty. To start a warranty claim you will be responsible for returning the faulty item to us, either in person or by post. Your responsibility includes any costs incurred in returning the item to us. If it is established that the goods are faulty and cover by the terms of their warranty we will send you a replacement or repaired product free of charge.

Please note that faults with components of bicycles will be considered in isolation and the whole bicycle will not be considered as faulty.

More Details on Bicycle Warranties

Returns related to items received as part of our Podium Point promotion

If you have received goods as part of our Podium Points promotion then these are eligible for replacement if faulty from new or develop a fault whilst covered by their manufacturer's warranty. We can also exchange any unused Podium Point item for another Podium Point item of the same value should you change your mind about your choices.

Should you wish to return an unused bicycle which benefitted from our Podium Point promotion then we will only offer a full refund against the bicycle should all promotional items received with it be returned in an unused condition too.

Bontrager Unconditional Guarantee

Bontrager's unconditional guarantee is available on all Bontrager clothing, accessories and components excluding spare parts, innertubes and items supplied on complete bicycles.

Ride It and Love It. If not, we’ll take it back. It’s that simple. If for any reason you’re not satisfied with your Bontrager purchase, return the item within 30 days for an exchange.

Simply return the unwanted Bontrager item with a completed returns form stating you are returning it under Bontrager's Guarantee and also stating what you'd like to exchange the item for (the replacement item doesn't have to be a Bontrager product).

Returns from outside the UK

Since the UK has left the European Union, various changes in customs and VAT arrangements mean that it is now very difficult to handle warranty claims from outside the UK. If you reside in the EU and purchased goods from us before the UK left the EU and would like to make a warranty claim we recommend you contact your nearest dealer for that relevant product. All products we sell have global manufacturer warranties and your local dealer should now be able to handle this for you.
In the event this is not possible to have your warranty claim resolved locally then we may be able to handle it for you. Please be aware that, consistent with our historical policy on handling returns from outside of the UK, you would be liable for all shipping costs, duties and VAT costs incurred from both the return of your goods to us and from us shipping a warranty replacement back to you.

For any customs related queries please contact your local customs authority.

Legal Information

As a retail customer you are protected by the Consumer Goods Act 2015 and Distance Selling Regulations. We believe our returns policy goes well beyond the requirements of both pieces of legislation. Our aim is to offer the highest standard of service possible and in the unfortunate case of there being a problem with your order, we will do our best to remedy the problem as quickly as possible and in a fair and reasonable manner.

Please take the time to read our return and warranty policies before purchasing. This will ensure you understand where responsibilities would lie in the event of a problem with your order.