Returns, refunds & product support

Certain statutory rights described in this Policy apply specifically to consumers, meaning individuals purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.

If you are purchasing on behalf of a business, school, local authority, contractor, organisation or other commercial entity, your order may instead be governed by our applicable Business Terms and Conditions, quotation, purchase order or other agreed contractual terms.

If you are a consumer purchasing eligible goods online, you normally have the right to cancel your order without giving a reason.

Your cancellation period ends 14 calendar days after the day on which you, or a person nominated by you, receives the goods.

Where goods forming part of the same order are delivered separately, the cancellation period will generally run from the day after you receive the final item.

To exercise your right to cancel, you must tell us clearly that you wish to cancel before the cancellation period expires.

You can contact us using the form on this page, email sales@cycle-in.co.uk , telephone 0330 220 1207 , or write to:

Cycle-In Logistics Ltd
Unit 5 Carr Lane Business Park
Carr Lane
Hoylake
Wirral
CH47 4AZ

After notifying us that you wish to cancel, you must normally return the goods to us within 14 calendar days.

Please contact us before returning large, heavy, fabricated, installed or palletised products so that we can provide appropriate return instructions.

Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning the goods , provided that we informed you of this responsibility before the contract was entered into.

For goods that, because of their size or nature, cannot normally be returned by post, applicable or estimated return transport costs should be made clear before purchase where you would be responsible for those costs.

You are responsible for taking reasonable care of the goods while they are in your possession.

You may inspect goods in the same way that you reasonably could in a shop. However, we may make an appropriate deduction from your refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Where reasonably possible, goods should be securely packaged for their return.

Where you validly exercise your statutory right to cancel, we will refund:

• the price paid for the cancelled goods; and
• the cost of our standard delivery service originally charged to you.

If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional cost of that premium delivery service.

We will make the refund without undue delay and normally no later than 14 days after we receive the returned goods , or, if earlier, 14 days after you provide satisfactory evidence that the goods have been sent back to us.

We may withhold the refund until we have received the goods back or you provide evidence that they have been returned, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction , unless you expressly agree otherwise.

We will not charge a fee for processing a statutory refund.

The statutory 14-day cancellation right does not apply in certain circumstances.

In particular, it may not apply to goods that are:

• made to your specifications; or
• clearly personalised for you.

This can be particularly relevant to bespoke products that are specifically manufactured, fabricated, dimensioned, finished or otherwise customised to an individual customer's requirements.

Where we consider a product to fall within this statutory exception, this should be made clear to you before your order is completed.

The absence of a change-of-mind cancellation right does not affect your legal rights where customised or bespoke goods are faulty, damaged, incorrectly supplied, not as described or otherwise fail to meet the requirements of applicable consumer law.

Your rights in relation to faulty goods are separate from your 14-day change-of-mind cancellation rights.

Goods supplied by us must meet the standards required by applicable consumer law, including being:

• of satisfactory quality;
• fit for any particular purpose made known to us where applicable; and
• as described.

If goods do not meet these requirements, you may have statutory rights to a refund, repair, replacement or price reduction depending on the circumstances.

Faults Identified Within the First 30 Days

Consumers generally have a 30-day short-term right to reject goods that are faulty, not as described or otherwise fail to conform to the contract.

This period will normally run from delivery, or where applicable from completion of installation where installation forms part of the contract and must be completed before the goods can be used.

Where the statutory short-term right to reject applies, you may be entitled to reject the goods and receive a refund.

Faults Identified After 30 Days

After the initial 30-day period, you will normally be entitled to request a repair or replacement where goods do not conform to the contract.

The repair or replacement must be provided within a reasonable time and without significant inconvenience to you.

If repair or replacement is impossible, is not completed within a reasonable time, causes significant inconvenience, or does not resolve the problem, you may then be entitled to an appropriate price reduction or final right to reject the goods and receive a refund , subject to applicable law.

Where a fault becomes apparent within the first six months after delivery, it will generally be presumed to have existed when the goods were supplied unless we can demonstrate otherwise or that presumption is inconsistent with the nature of the goods or fault.

After six months, you may be required to demonstrate that the problem was present, or had an underlying cause, when the goods were supplied.

These rights are not affected by the expiry of any separate manufacturer's warranty or commercial guarantee.

Where you validly exercise statutory rights because goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, Cycle-In Logistics Ltd will bear the reasonable costs associated with returning the goods where required by law.

Depending on the circumstances and the type of product, we may arrange collection rather than requiring you to organise the return yourself.

Where applicable, necessary reasonable costs associated with removing and reinstalling goods as part of a statutory repair or replacement will also be dealt with in accordance with applicable consumer law.

Please contact us before arranging the return of large, installed, palletised or fabricated products so that suitable arrangements can be agreed.

If your goods arrive damaged, with missing components, in the wrong quantity or materially different from what you ordered, please contact us as soon as reasonably possible.

Where possible, we recommend reporting obvious transit damage within 48 hours of delivery so that we can investigate the matter promptly with the relevant carrier.

The 48-hour request is for administrative and carrier investigation purposes only and does not remove or restrict your statutory consumer rights.

When contacting us, please provide, where reasonably available:

• your order number;
• a description of the problem;
• details of any missing or incorrect products or components; and
• photographs showing the damage or problem.

Photographs can help us investigate and resolve issues quickly. However, where you have statutory rights, those rights will not automatically be refused solely because photographs cannot reasonably be provided.

Depending on your legal entitlement and the circumstances, we may arrange a repair, replacement, collection, price reduction or refund.

You are responsible for checking that the delivery information provided when placing your order is complete and accurate.

If an order cannot be delivered because you supplied an incorrect or incomplete address and the goods are returned to us, we may charge the reasonable additional cost of redelivery.

If you decide not to have the goods redelivered and you have a statutory right to cancel the order, any refund will be dealt with in accordance with the cancellation provisions of this Policy.

Different arrangements may apply to bespoke or personalised goods where the statutory right to cancel does not apply.

If a delivery is not accepted or collected and is subsequently returned to us, please contact us to arrange redelivery.

We may charge reasonable additional delivery costs where the failed delivery was caused by circumstances for which you were responsible.

Where you have a statutory right to cancel and decide to exercise that right instead of requesting redelivery, your refund will be handled in accordance with this Policy.

Where a refund is due under your statutory rights, we will process it within the timeframe required by applicable law.

Refunds will normally be made to the same payment method used for the original transaction unless you expressly agree otherwise.

The time taken for funds to appear in your account after we issue a refund may depend on your bank, card issuer or payment provider.

We may ask you to provide reasonable evidence that the goods were purchased from Cycle-In Logistics Ltd.

This may include an order confirmation, invoice, receipt, payment record or other reasonable evidence of purchase.

We may update this Returns & Refunds Policy from time to time to reflect changes to our business practices, services or applicable law.

The version of the Policy applicable to your order will normally be the version in effect when your order was placed.

Any subsequent change to this Policy will not retrospectively remove or reduce statutory or contractual rights that you already have.

If any provision of this Policy is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited to the minimum extent necessary.

The remaining provisions will continue in effect.

Nothing in this section limits any mandatory rights or remedies available to consumers under applicable law.

If you have a question about a return, cancellation, faulty product or refund, please contact:

Cycle-In Logistics Ltd
Unit 5 Carr Lane Business Park
Carr Lane
Hoylake
Wirral
CH47 4AZ

Email: sales@cycle-in.co.uk
Telephone: 0330 220 1207

You may also wish to review our Terms and Conditions and Privacy Policy.

Complete and return this information only if you wish to cancel an eligible consumer contract.

You do not have to use this model form and may instead contact us using any clear statement confirming your decision to cancel.