Returns Policy

Returns Period

Our Returns Policy lasts 28 days.

Your Consumer Rights

When you buy goods from us, whether that is in store, over the phone, or online, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Returns Policy

In addition to your legal rights, Paradise Cycles allow you to return goods if you simply change your mind. Please return the unused goods to us with the original till receipt or a valid reference to the sale ID within 14 days, or notify us of your intent to return the goods to us within 14 days of the sale, and we will offer you a refund, exchange or a credit note.

If 28 days have gone by since your purchase we are no longer obliged to offer a refund, exchange, or credit note. In cases where more than 28 days have elapsed, or the item is on our non-returnable items list, it is at the discretion of the Paradise Cycles management team how your request will be handled, and whether a restocking fee will be applied in the calculation of the refund amount.

Our Returns Address

FAO: Returns (Name)

Paradise Cycles Limited (Company Name)

Unit 46D Leyton Indsutrial Village (Line 1)

Argall Avenue (Line 2)

London

E10 7QP

United Kingdom

Our Returns Contact Details

Contact Telephone: 02034419220 > Option 2 (Lea Bridge Warehouse & Webstore) > Option 3 (Webstore)

Contact Email: [email protected]

 

Non-Returnable Items

The following items are not eligible for a return or refund:

  • Helmets & Other Zero Rated Protective Equipment
  • Gift Cards

The reason these items cannot be returned is that they loose integrity once they are initially sold, and a thorough inspection and assessment may be impossible for us to achieve.

For instance, a helmet may have been dropped and be structurally compromised.

Furthermore, Gift cards are not refundable as ownership is transferred to the recipient once they have been purchased, as per to the gift card mechanism that we use (LightspeedHQ Gift Cards). The recipient of a gift card is obliged to use the value of a gift card on goods or services at Paradise Cycles, and does not have the right to request cash value in exchange for the card. However, Gift cards are transferrable at the request of the recipient/owner.

Items subject to a Restocking Fee

If a refund is requested but the item can be catagorised in one or more of the following ways, the refund may be subject to a percentage restocking fee that will be applied to the refund value:

  • Missing the original packaging
  • Original packaging is damaged
  • Specially Ordered Items[1]
  • Customised Items[2] 
  • Items in a visibly used or damaged condition [3]

[1] Being items not usually kept in stock and/or items that were purchased on behalf of, and consequently sold to, under an explicit request of, the customer.

[2] Being items that have been painted or having been subject to any other irreversible process affecting the original condition or surface finish.

[3] Being items that have signs of assembly, fitting, mounting or showing wear or any other comparative damage when compared with an item in unused condition.

Restocking Fee Calculation

Items that are not returned in the same condition as they were sold, or are no longer in their original packaging are may be subject to a discretionary restocking fee which is to be subtracted from the total refund or exchange value. The restocking fees can only be determined by senior member of the Paradise Cycles management team, and vary between 0% and 100% of the original sale value.

The following examples demonstrate how we calculate an appropriate restocking fee:

  • Original packaging is damaged: 10% fee may be applied.
  • Original packaging is missing: 15% fee may be applied.
  • Specially Ordered or Customised Items: 25% fee may be applied.
  • Items in a visibly used condition: Fee varies according to severity.
  • Returned outside of the 28 day returns period: Fee varies.

For example, if an item was specially ordered (in good faith that the transaction was final) and the original packaging is also missing, then the fee would be calulated as the sum of the respective fees e.g. a 40% total restocking fee may be applied.

Refunds & Exchanges

All refunds are subject to a thorough inspection, and possible application of a restocking fee (see above).

Once your return is received and inspected, we will contact you by your preferred method to notify you that we have received your returned item, and have prepared some options for you to choose from, be it an exchange, credit note, or refund.

Late or Missing Refund Payments

If your refund has been approved, but you haven’t received a refund yet, please check that you have allowed 5 working days for the transaction to be processed by your bank. If a period of 5 working days has elapsed since you were notified that your refund has been processed then please contact us via email, by quoting the sale  or workorder ID reference, or your name in the subject field of the email.

Sale Items & Discounted Items

If your returned item was purchased at either a sale or discounted rate, then you will only be eligible for a maximum refund value equal to the value that you paid for the item or items. It is important that you provide evidence of the original sale in the form of a receipt, sale ID, or workorder ID number so that the sale value can be correctly determined.

Exchanges

We generally will only replace an item or items if they are defective or damaged, and are eligible for replacement or credit under either the manufacturers or the suppliers replacement and warranty terms.

As we sometimes need to forward the item or items for inspection by the supplier or manufacturer, there may be a delay of up to 30 days before we receive confirmation about a replacement or credit. We will contact you with updates as soon as we receive them, so you are aware of the progress. Please only contact us if a period of 30 days has elapsed since you sent the item or items in to us.

Returns & Exchanges Delivery Costs

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, regardless of the outcome of our inspection and returns assessement process.

If you are shipping an item over £75, you should consider using a trackable delivery service or purchasing delivery insurance. We cannot guarantee that we will receive your returned item. Please check that you have eused the correct returns address, and have not used a Saturday service, before posting anything to us.