Returns
If an item is 'as new' and has not been used or fitted in any way, you can simply return it to us within 90 days of delivery for a refund or exchange. Please ensure that the goods are returned in their original packaging and are in an unused condition.
Step 1 - Fill in the returns form we included with your parcel.
Step 2 - Attach the returns label included on your invoice to your parcel.
Step 3 - Send the parcel to us via your preferred courier. We recommend that you return the item via a recorded delivery service to cover yourself against any loss.
Step 4 - Once we recieve your items we aim to complete your return within 3 working days. Once processed we will contact you via email to confirm your exchange, refund or store credit.
We can only exchange like-for-like products. This means a product in a different size or colour (subject to selling price and availability). If you would like a completely different item, please return the item for a full refund and place a new order online.
Items returned with an incomplete Returns Form, or in a used condition, may also take longer to process.
We cannot refund you for the return postage where you have ordered incorrectly or are returning unwanted items.
We want to make sure you love your Ribble as much as we do! So, we now offer a 30-day test period on bike purchases to give you the time to get out on your favourite ride or club run and make sure that you’re 100% happy with your custom-built Ribble bike. All we ask is that apart from the expected wear and tear from a few rides, there is no other damage.
Should you wish to return your bike within the 30-day test period, or for any other reason, you must first email us within 30 days of receiving your bike. Our customer service team will then guide you through the returns process.
If there is a fault with your bike, please email us the details of when you first noticed the problem and if the bike has been involved in any crashes or impacts – either when being ridden, in storage or during transportation. We will then inform you of the next steps to return your bike to us.
Our bikes are custom-built to your requirements, any order cancellations that are made after your bike has commenced assembly will incur our standard restocking fee of £80.00. Any amends to your specification will incur our standard workshop fee of £50.00.
Bikes must be returned in their original packaging and must be assembled as they were when it was received. If you require a new box, please inform us and we will send one out to you at a charge of £30.
We require that the bike is returned in a clean condition, bikes returned to us in a dirty condition will incur a cleaning charge of £30.
Any bikes purchased on finance or bike to work scheme are not eligible for the 30-day test ride return, and cannot be returned for a refund.
Any accessories that you may have purchased, and fitted onto the bicycle, are not eligible for the 30-day test ride return. This includes pedals. Our normal returns procedure applies to unused accessories.
We will happily exchange or refund any product that has been sent in error or has been damaged upon delivery.
Where an error has been made by us and you have received items that were not ordered, we will replace these as quickly as possible.
Any shortages or errors must be notified within 30 days of receiving the goods.
Step 1 - Fill in the returns form we included with your parcel. Need a new returns form? click here.
Step 2 - Attach the returns label included on your invoice to your parcel.
Step 3 - Send the parcel to us via your preferred courier. We recommend that you return the item via a recorded delivery service to cover yourself against any loss.
Step 4 - Once we recieve your items we will contact you via the email to confirm the next step of your incorrect, damaged or faulty item return.
Some items will have to be returned to the manufacturer/distributor for inspection and/or repair, this may extend the returns period but we will keep you informed on progress. We cannot refund postage on warranty returns whereby the warranty has been declined. Returns processed under warranty will be repaired or replaced at the manufacturer/distributor discretion.
We will refund the return postage cost on all incorrect, damaged or faulty items up to a maximum value of £25. If the postage is going to cost more than £25 please contact us by telephone or email and we will arrange to collect the item.
Incorrect, damaged or faulty items must be returned unused and with all accompanying packaging.
Items returned with an incomplete Returns Form, or used condition may also take longer to process.
Please follow the applicable returns procedure detailed on this page. You must ensure to mark the package as 'RETURNED GOODS – FAILED SALE'. Failure to include this may result in the package being refused at UK Customs and returned to you.
If you have paid import duty on a returned order, you should be able to claim back a refund of the duties paid from your local Customs Authority. You will need to show the Customs Authority proof of duty paid when you received the order and proof of export – this is your proof of returning the order to us.
Has my Return been received and processed?
Once we recieve your items we aim to complete your return within 3 working days. Once processed our returns department will contact you via email or phone to confirm your exchange,
refund or store credit.
Can I return an unused/unwanted item?
If an item is unused and the component has not been fitted you can simply return it to us within 90 days for a refund or exchange.
How should I return an item?
Please follow the steps noted in the applicable returns procedure above. We recommend that you return the item via a recorded delivery service to cover yourself against any loss.
Who pays for the return delivery cost?
We will refund the return postage cost only on incorrect, damaged or faulty items up to a maximum value of £25. If the postage is going to cost more than £25 please contact us
by telephone or email and we will arrange to collect the item.
Can I return or cancel my CustomColour bike?
As a CustomColour bike is a bespoke product, it is not possible to cancel or refund the bike. The reason bespoke CustomColour bikes are exempt from our normal policy is that from the
point of order we undertake personalisation work on your CustomColour bike.
When requesting a refund, items must be returned in their original packaging and in an unused condition.
Used items that you have found to be faulty must be returned in a clean condition, any items deemed as unfit for return may be refused and you may be liable for any postage costs to return the item to you.
Items must be returned within 90 days of the original purchase date.
IItems must be returned to Ribble Cycles, not the manufacturer.
Perishable goods or items with specific sell-by dates are exempt from our returns policy unless faulty, delivered in error or damaged.
Where a refund is processed it will be applied to the original payment source. Please allow up to 10 working days for your refund to show in your account once it has been processed.
In the case where an item is being returned that was part of a discount or promotion and the threshold for the discount has been crossed – the discount will be deducted from your refund. For example, if the order took advantage of a special offer such as ‘Save £25 on all orders over £250’ and your return brings your overall order value to less than £250, the discount will be removed from your order. If you return an item worth £50, then your refund would be £25 (£50 minus the value of the discount, £25).
We reserve the right to reject any returned items which are not returned in accordance with our returns policy. You would be liable for the return postage of the items back to you in this instance. Our returns policy does not affect your statutory rights.
We operate an ethical, fair business and we do everything we can to ensure your experience with us is positive. We recognise that you have a great choice of stores available to you and we appreciate that you have chosen Ribble Cycles.