Delivery within the UK is FREE on all goods. This is because we would want the same when we buy online and we know what a nuisance it is to get to the end of the ordering process only to find your item costs more than you thought. Normal deliveries can take between 3 to 5 working days. If you want a faster delivery then there is a range of "paid for" options available.
Import duties vary worldwide depending on each country's importation legislation. You are the customer and it is your responsibility to discover to what, if any, import duties your order may be subject, and the liability for import duties resides solely with you. Within the European Community Free Trade Zone there are no import duties payable.
Guarantee and Returns
We guarantee to refund or replace faulty items, and we will refund any shipping charges incurred in returning any faulty merchandise, on condition that you have contacted us prior to returning the faulty item to obtain shipping instructions.
Returns
We believe that you will be delighted with your product (after all you chose it) but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible and these terms do not affect your statutory rights. We will try to attend to all returns as soon as practically possible. Certain products and services are excluded from this returns policy, including food/nutritional/perishable items, shorts, underwear, personalised products or those made to order. These items cannot be returned for a refund unless faulty. Products excluded such as these are clearly marked on the product information page. This does not affect your Statutory Rights. Please note that product returns are not able to be accepted in person at our office address.
Unwanted Products
Our policy is to ensure that you are satisfied every time you place an Order with CyclingParadise.com. If you are unhappy with an item when you receive it or if you simply change your mind please return it to us within 30 days, with the despatch note, having taken reasonable care of it and in an unused state complete with packaging and all components, and we will refund you the price you paid for that product (excluding P&P). We will make the refund directly to the credit/charge card used to place the original order within 30 days or earlier once we have inspected the returned item and are satisfied that it has been returned to us in the condition it was in when delivered to you. You will only have to pay for the return postage of the Products.
Faulty Products
We try to select and package the Products as well as possible to ensure they arrive in good condition. However, if a Product arrives damaged or with defects, or is not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the Product to us at the postal address below within 30 days of receipt. In these circumstances we will also pay you the cost of the return postage. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.
For help with items later than 30 days after your initial purchase please email us for more information. This does not affect your Statutory Rights.
Please contact us by telephone (on 0844 846 6106) or email (at returns@CyclingParadise.com) to inform us of your wish to return Products. We may allocate you with a Returns Code which should be included with the package to improve processing of your return. We may also advise you how to send the item back to us. Occasionally items may have to be picked up by a courier service. Otherwise, please use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery) and return to:
CyclingParadise.com Customer Returns
Unit 9 Old Mews, 32 High Street, Thatcham, RG19 3JD United Kingdom
You will be responsible for the returned Products until they reach us.
Unwanted Products - European Distance Selling Regulations (DSRs)
By law, consumers in the European Union have the right to cancel a contract for the purchase of an item within seven working days of the day after receipt of the order. If you wish to cancel your order under the DSRs we ask you to please notify our Customer Service team quoting your name and order number:
by email at info@CyclingParadise.com; or
by telephone on 0844 846 6106; or
by post to our above address.
We will then arrange for you to be refunded accordingly. Where you are cancelling your order within this cooling-off period we will refund the cost of the item and the cost of sending the item to you as follows:
-
where you are returning an item that was part of a larger order, we will refund any specific delivery charges that you incurred for that item over and above our Standard Delivery rate
-
where you are returning your entire order, we will refund the Standard Delivery charge incurred
-
where we collect an item from you, we reserve the right to recover the costs of collection from you.
We will not refund your costs in returning the item to us and other services provided to you in connection with your purchase (eg. Express Delivery) UNLESS you are returning the item to us because of an error on our part (or because it is defective) under our 30-day money-back policy above.
Unwanted Products - Custom-made and other Exempt Products
Due to the nature of Custom-made and certain other products (such as nutritional products, shorts and underwear) we are unable to offer our usual 30 Day Money Back Policy on these items, and due to their nature they are not subject to the right to cancel under the Distance Selling Regulations. These products will be identified as such on their respective product pages. In addition, certain other products are also exempt from our 30-day Money Back Policy above; these products will be marked on their respective product pages. In the case of these items, the returns period is limited to seven working days following the day of receipt as per the right to cancel under the DSRs above and you shall be responsible for the cost of return. This does not affect your Statutory Rights.
