Shipping policy

We want to make your e-bike purchase as seamless as possible.

Collection:
If you are lucky enough to live close enough to our e-bike stores then we recommend collecting your new electric bike from us. We can then provide you with:

• the bike fully assembled by our team of experts
• custom fit bike setup to ensure you get the most out of your new ride
• instructions on how your bike works, particularly your e-bike display and battery removal
• run through the basics of maintenance so you can keep the bike in tip-top condition
• great discounts and demos on accessories to ensure you are ready to ride

FREE Nationwide Delivery:
If you have bought online or are too busy to come and collect your new electric bike? We offer two delivery options as follows:

1) FREE DELIVERY anywhere in England, Scotland or Wales using TNT or DPD.

DPD and TNT offer excellent service and usually deliver overnight. Your bike will be taken by DPD or TNT to their local depot where it will be sorted and re-shipped the following day with the driver delivering to your area. We have excellent insurance cover for damage to bikes while being transported by DPD or TNT, but only for claims over £250. If you are unfortunate enough to receive a bike that has been damaged in transit and the cost of the repair is less than £250, we will do our best to assist with any work needed but will not be able to cover the cost.

2) VIP DELIVERY anywhere in England, Scotland or Wales using a dedicated courier service. Upgrade Charge: £50 

This is a heavily discounted price for a dedicated courier service. The courier will collect the bike from our warehouse and will bring the bike directly to you. It will not leave the van and great care is taken over the packing. Where possible you're bike will be built, unboxed and ready to ride. It is also fully covered against all damage in transit - you can have full confidence your bike will be perfect and if it isn't we will arrange and pay for any repairs.

Ready to ride in a minute
All electric bikes that are delivered are assembled and checked by our skilled mechanics, before being carefully re-boxed and dispatched to you. Literally roll your bike out of the box, attach the pedals, adjust the handle bar and saddle and you're ready to go. VIP delivery will usually include your box ready to ride with no additional work.

An instructional video call can be arranged if required.

Free Returns:
Try one of our electric bikes at home, and if it’s not the bike for you, ship it back to us within 7 days from the date of delivery for an exchange or a 100% refund on the price of the bike.

We understand the perceived risk of purchasing online and making that leap of faith on a larger purchase. Rest assured, we can always accept a return and offer 100% refund, without restocking fees or return shipping. We’re that confident that you will love your new e-bike from The Cycle Company.

NB We do not offer free returns on accessories purchased via our website. You will need to pay for postage to return your item and ensure we receive it in new condition including all original packaging.

Our Simple Returns Policy
If for some reason you are not 100% satisfied with your new e-bike, just let our staff know and we will work with you on a solution, adjustment, exchange, or return. We pride ourselves on our customer service and quality, so if something isn’t right for any reason, just let us know and we’ll take do our best to fix it.

How Does the 7-Day At-Home Trial Policy Work?
Your 7-day trial starts from the time the bike arrives at your location.

To return an e-bike that is not defective or damaged, you must contact The Cycle Company within seven (7) days of your receipt of the bike. The bike must have no more than five (5) additional miles on the odometer and must be in the same packaging and condition that you receive it and must include all items that were inside the box (charger, keys, hardware, etc.).

Any warranty issues must be resolved prior to processing a return. Returns are not allowed after seven (7) days of the delivery date.

To qualify for 100% refund on new models, the bicycle must be returned in as-received condition with under 5 additional miles on it. After the 7-day trial expires, the bicycle is no longer eligible for a return.

If you return your bike with more than 5 additional miles on the odometer you will incur a restocking fee of 10%. This is due to the extra costs associated with the 23-point inspection as well as the reduced sales price.

Please retain the original packaging when you receive the bicycle just in case you need to return it. The Cycle Company bikes must be returned in the same box you receive the bike in, with proper packaging material. If the original packaging is missing, we will have to ship a replacement box and packing materials and there is a £100 packing material charge for regular and folding bicycles and a £200 charge for packing materials for the tricycle models.

Bicycles do tend to get bounced around a bit during transit, so an effective packing job is crucial to a smooth return. Bicycles received with inadequate packaging and visible damage (whether obtained during the test ride or during shipping) are subject to a damage charge for the associated cost of the repair, plus the reduced sales price.

Lost keys are a £75 charge.

How to Start an Exchange or Return:
If you would like to exchange or return your e-bike, you can submit an exchange/return request by e-mailing us on team@thecyclecompany.co.uk:

Once we receive this form, we will email you packaging instructions, along with all of the details and instructions you need to return. We’ll automatically generate return labels, and schedule a courier pickup from your home, or any other location convenient for you on the day of your choosing

Refunds are issued to your original form of payment within 10 business days of the bicycle arriving at The Cycle Company store and undergoing a brief inspection.

In Store & Cycle to Work Scheme Purchases:
All on-premises and business sales, including all bikes supplied under the Cycle to Work Schemes, are final. Goods purchased with finance are subject to the agreement with the finance provider. Sales of custom fitted orders are final & may not be returned.