Returns Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5 working days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@bwcycling.co.uk.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@bwcycling.co.uk and send your item to: 1 Brunel Lock, Smeaton Road, Bristol, BS1 6SE, UK.

Shipping

To return your product, you should mail your product to: 1 Brunel Lock, Smeaton Road, Bristol, BS1 6SE, UK.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Warranty Policy

Our policy does not affect your statutory rights

All goods purchased from BW Cycling include a manufacturer’s warranty which covers against defects in materials and workmanship. This gives you peace of mind you are covered when faults occur due to defects in material or workmanship. 

Warranty is non-transferable and applies to the original purchaser only (unless stated otherwise by the manufacturer). Proof of purchase is required with all potential warranty claims.

All goods are provided with a manufacturer's warranty. Some manufacturers offer extended warranty periods when registering a product with them. Please speak to us at info@bwcycling.co.uk to confirm the warranty period for a specific product. 

What is not included in a manufacturer's warranty?

• Normal Wear & Tear. Products may show signs of wear and tear within the warranty period depending on the amount of usage. 
• Stripped pedal threads.
• Damage caused by an impact or a crash. With the exception that the defect or workmanship has caused an impact or crash. 
• Poor maintenance, neglect or abuse of the product(s).
• Accidental damage not caused by the product, manufacturer, supplier or BW Cycling. 
• Incorrect or inappropriate installation or alteration of the product(s). 
• Workmanship from a third party (not BW Cycling, supplier or manufacturer).
• Use outside of the product’s intended purpose as defined by the manufacturer and/or BW Cycling. 
• Natural breakdown of material over time. 
• Issues caused by not following the care instructions from the manufacturer.

Bikes and Frame sets purchased at BW Cycling are covered by the manufacturer’s warranty. Please note that this warranty may be void if the bicycle is not assembled by an authorised dealer or a qualified bicycle mechanic. All bikes are shipped or collected from BW Cycling with a full Pre Delivery Inspection. In the event of a warranty claim, the manufacturer may request details of the shop or qualified bicycle mechanic responsible for completing the bike build and servicing.

What should I do if my item has developed a defect?

If you feel that your purchase has developed a fault, first check whether it is covered by the manufacturer’s warranty and still within the warranty period.

Please provide your order number, full details of the fault together with, good quality photos and email the information to info@bwcycling.co.uk. The more detail you can provide, the quicker we will be able to deal with your inquiry. 

Returning a product to us:

Before returning your product please contact us at info@bwcycling.co.uk. We will aim to confirm you are required to return the product to us and how to proceed. In some instances we may be able to resolve or begin the warranty process remotely. 

When posting an item back to us, it must be returned in a clean, dry and hygienic condition otherwise we may reject this. 

Please always retain your proof of postage. 

Important Information & FAQs

Do BW Cycling accept warranty claims for products not bought from BW Cycling?

No. Please claim through the shop that you purchased from.

How long will the issues I’ve raised take to resolve?

This depends on the item. For example, we will aim to have a resolution for Parts & Accessories, Clothing and Electronics within 14 days of initial contact; Bikes, E-bikes, Frames and Wheels within 21 days of initial contact. A resolution to a case means that you, the customer, have been provided with the following;

• A refund, repair* or new or refurbished item. 
• The case has been rejected under warranty and an alternative solution has been provided by the Aftercare team or through our Stores.

*A repair resolution means that the Customer has agreed to the estimated timeframe that the repair will be completed by.

Will I receive a Refund, Replacement or Repair?

If a fault develops within 30 days of purchase, providing the warranty claim is valid we will refund or replace the item for you instead of a repair. 

After 30 days we are entitled to make reasonable efforts to repair a faulty item before issuing a refund or replacement and BW Cycling can decide how to proceed in this matter, we do aim to work with the customer on the resolution. BW Cycling or the manufacturer in these circumstances reserves the right to make the final decision. 

Do I need to send back the defective product?

Yes, unless stated otherwise by a member of the aftercare team. The supplier will often request defective products to be sent back for further inspection and/or testing. However, this is not always necessary. In some cases we can make a decision based on images and videos that are provided.

Who holds the warranty on the product I purchased from BW Cycling?

The supplier and/or manufacturer. The importer of the goods into the UK is responsible and accountable for the warranty. BW Cycling does not hold the warranty on the products we sell (unless stated otherwise). We contact the supplier and manufacturer on your behalf, to provide a resolution.

Do I need a copy of my proof of purchase to make a claim?

Yes. This is required by all manufacturers and suppliers to log a warranty claim. If you are unable to locate this, we can search for it on our system.

If the item was purchased in-store, the original receipt will be required. 

I’ve been refunded via BACS but haven’t received the money in my bank account, where is it?

Our accounts team handles all manual BACS refunds. Please allow up to 5 working days for this to arrive in your account. If this time has passed, please contact the team at info@bwcycling.co.uk.