RETURNS POLICY
Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable.
Returns (refunds and exchanges)
If you are unhappy with your item, please let us know. Our Returns Policy gives you 30 days to return or exchange an item bought with a valid receipt. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange. If you are wanting an exchange, we will happily exchange it within a reasonable time providing it is returned with the original packing and is unused, undamaged and unmarked. We would need the postage cost for us to exchanged item and we will take payment for this before despatch.
To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items.
To complete your refund or exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.
But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later).
After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement
Refunds (if applicable)
Once your returned item 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 credit card or original method of payment, within 14 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded.
There are certain situations where only partial refunds are granted (if applicable):
Books or other paper products with obvious signs of use;
Any item not in its original condition, which is damaged or missing parts for reasons not due to our error; and
Any item that is returned more than 30 days after delivery.
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
Sale items
We do not offer refunds for sale items, unless they are faulty.
Exchange (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at bikes@yorkshirecyclehub.uk and post your item to: YORKSHIRE CYCLE HUB, Great Fryup Dale, Whitby, North Yorkshire YO21 2AP
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, please mail your product to: YORKSHIRE CYCLE HUB, Great Fryup Dale, Whitby, North Yorkshire YO21 2AP with your details and reason for returning.
You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. 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. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.
Right to cancel
In addition to our Returns Policy, under the Consumer Contracts Regulations of 2014, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.
We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.
To exercise your right to cancel follow the steps below:
Returns
We will offer an exchange where possible, or provide a full refund if preferred. Please be aware, in order to receive this service you must return the goods unused, in the original packaging and within 10 days of the purchase date. However, we cannot reimburse any postage charges in this instance.
Faulty or Damaged Goods
If you happen to receive goods which are of an unsatisfactory quality, these may be returned (with the original packaging in the case of damaged goods), within 14 days, and you will receive a full refund of the cost of the goods plus all postal charges.
When we have processed the returned goods and your card has been credited, we will confirm this via email.
When returning goods we advise you to return products by recorded delivery as we cannot accept responsibility for items lost in the post.
The YCH returns procedure does not affect your statutory rights as a consumer.
Complaints
If you are unhappy with the service you have received or feel that you have been unfairly treated, please tell us and we will try to sort out the problem.
In the first instance you should direct your complaint to the service you want to complain about. Staff will work to ensure complaints are responded to quickly and resolved at this stage wherever possible.
When you contact us we will need to know what has happened, how it has affected you and what you think should be done to put things right. We will aim to get back to you within 3 working days.
Telephone - 01287 669098
Email - hello@yorkshirecyclehub.co.uk
Contact name - Philip Thurlow
Vulnerable Customers Policy
The Yorkshire Cycle Hub will think about vulnerability as a spectrum
of risk. All customers are at risk of becoming vulnerable and this risk is increased by
characteristics of vulnerability related to the 4 points below.
• Health–health conditions or illnesses that affectability to carry out day-to-day tasks.
• Life events – life events such as bereavement, job loss or relationship breakdown.
• Resilience–low ability to with stand financial or emotional shocks.
• Capability–low knowledge of financial matters or low confidence in managing
money (financialcapability). Low capability in other relevant are as such as literacy,
or digital skills.
Our team are trained to provide support to all customers but especially vulnerable ones.
Partnership - Sarah Thurlow and Philip Thurlow t/a Yorkshire Cycle Hub