We always want you to be happy with your purchase from us here at Scotby Cycles and we’re now pleased to be able to offer free returns on the majority of items we sell online.
The following policy covers goods purchased online, over the phone or via one of our multi-channel outlets.
Our free returns policy excludes international orders, multi-channel (e.g. eBay/Amazon) orders and web orders of large items such as bikes, turbo trainers, track pumps, wire beaded tyres and aerosol products.
3-Step Returns Process
You have 30 days from the recorded delivery date of the goods to cancel your contract and return the goods to us.
Complete the returns form which was included with your order and enclose with the goods you are wanting to return plus a copy of your original invoice. It's important these invoices accompany the return as they feature a unique ID which we use to identify your goods when they arrive back in store. If you need an additional copy, we can email you one upon request should you need one.
If you order qualified for a free return label, then apply this to your package and take at the earliest opportunity to your local Post Office® who will hand you a proof of postage certificate (please retain this). Returns of items excluded from our free returns policy can be returned by whatever means is convenient to yourself however regretfully we're unable to reimburse these costs at this time.
Once we have received the goods we will within 14 days of receipt action the return and your original payment refunded in accordance with our terms and conditions.
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Incorrect or Damaged Goods
We're always sincerely sorry about such instances, whilst fortunately quite rare mistakes by ourselves or our delivery partners sometimes do happen however if something does go wrong with your order we will resolve your issues quickly and with minimum inconvenience for you.
Please notify us by email within 7 days of receipt by emailing firstname.lastname@example.org and including your order reference, details of the problem you have encountered and photos if possible should the enquiry be concern damaged goods.
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The vast majority of the goods we sell are covered by a full 12 months' manufacturer's warranty which is honoured to the original owner, please contact us if you have any possible warranty related issues prior to sending anything back to us.
Please ensure in the interests of hygiene if you return your item of clothing for warranty that it has been cleaned beforehand - it's only fair to our staff and the staff of the garment manufacturer who will look after your warranty request. Any heavily soiled items returned to us will simply not be processed and you will be entirely responsible for collecting the item from our store here in Carlisle.
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Products excluded from the policy are generally items which have been customised specifically for you and items in which personal hygiene is an issue such as under layers and underwear.
Large items such as bikes, turbo trainers, some wire beaded tyres and track pumps or any large item which must be delivered with a courier are excluded from our free returns policy. Whilst we're working on securing a feasible returns rate for these final few segments we regret that for the time being we cannot reimburse the costs of returning these items to us.
Although aerosol products are quite small those cannot be returned to us using our free Tracked Returns® label as they contravene the Royal Mail's terms and conditions of carriage and will be destroyed by the Royal Mail.
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Terms and Conditions
This policy does not affect your statutory rights.
Please see above for products excluded from this policy.
If you're unhappy with your purchase, please let us know.
Unless the product in question is faulty, we'd like this to be within 30 days of purchase.
It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused, do not affix any labels or tape to the goods original packing. In the event the goods returned have been used we may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
In accordance with the Consumer Contracts (formerly Distance Selling) regulations we'll refund any original delivery charges you've paid if you return an entire order (UK orders only) at our standard carriage rate and will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
To exercise the right to cancel, simply complete our enclosed returns form (you can request additional copies at anytime) and return the unwanted goods to us no later than 30 days after initially receiving of those unwanted goods – this date is based on the date the courier responsible for delivering the goods reports that the order has been successfully delivered.
We check the returned goods and refund your original order using the method for amount in relation to goods to which the return request applies minus any express/premium delivery charges.
We will action your exchange or reimbursement no later than 14 days after the day we receive back from you any goods supplied.
Any goods returned after the 30-day acceptance period may be accepted at our discretion with any refunds limited isued through gift vouchers.
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If you have any further questions please don't hesitate to contact us, we're always here to help.
Call: 01228 546 931 (add +44 if dialing from outside of the UK)
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