Returns Policy
How to return and exchange items
• We will happily refund or exchange any item purchased from BBM Bikes
• We make no charge for returns - there is no restocking fee
• Returned goods must be unused and supplied with their original packaging
• We cannot accept returns on clothing that has been personalised e.g. with name printing
• All returns must have a completed returns form
• We will credit the card we have on file for you this may take up to 10 working days to appear as cleared funds
• If the original payment was via PayPal we will credit the PayPal account that the order was placed with.
What would you like to return?
- Return a bike
- Return a gift that you did not buy
- Returning a Tacx Product:
Contact Tacx direct through their supplier Fisher Outdoor Leisure. They will be able to advise regarding technical issues and means it will be dealt with straight away rather than us acting as a third party. You can contact them by calling them on 01727 798347 and selecting option 2. Return any other product
If you have any questions please contact info@bbmbikes.com or media@bbmbikes.com
What do I do if an item doesn't fit or I don't like the colour?
For UK customers please return it to us within 30 days - or the end of January in the case of unwanted Christmas presents. For international customers please return it to us within 40 days. Just complete our returns procedure before sending us back the goods. Returned goods must be unused, and supplied with their original packaging. Goods, with returns forms will be refunded by the method you used to pay for your order. This may take up to 10 working days to appear as cleared funds. To return goods click here For more information on returning bikes please click here
What do I do if an item is faulty when it's delivered?
Just complete our returns procedure before sending us back the goods, stating what the fault is. Once we receive the goods and completed returns form and:- 1. If you request a refund we will refund you, by the method used to pay for the order (this may take up to 10 working days to appear as cleared funds) for the goods and postage. If you paid through WorldPay we will issue vouchers for the postage. 2. If you requested us to despatch a replacement we will either, If you paid for order by card through your BBMBikes account Refund your card we have on your account (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement. If you paid for order using PayPal Refund your paypal account for the postage only and despatch a replacement. If you paid for order using SagePay Send you a voucher for the postage only and despatch a replacement. To return goods click here For more information on returning bikes please click here.
What do I do if an item fails once it's been used?
All goods supplied by BBMBikes are from official sources and are covered by the normal manufacturers warranty. If an item has failed prematurely please follow our returns procedure, click here, giving us details of the product and fault. Certain products need to be returned to our suppliers, for inspection and possible repair, before a credit can be issued.
Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods. Just complete our returns procedure before sending us back the goods, stating what the fault is. Once we receive the goods and completed returns form and:-
1. If you request a refund we will refund you, by the method used to pay for the order (this may take up to 10 working days to appear as cleared funds) for the goods and postage. If you paid through SagePay we will issue vouchers for the postage.
2. If you requested us to despatch a replacement we will either, If you paid for order by card through your BBMBikes account Refund your card we have on your account (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement.
If you paid for order using SagePay Send you a voucher for the postage only and despatch a replacement. For more information on returning bikes please click here
Who pays the postage on returned Items?
If you return something due to it being unsuitable or not fitting correctly, you will need to pay the postage costs to return it to us. If you return something due to it being faulty we refund up to £20 carriage. If your return exceeds this amount please contact info@bbmbikes.com
We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.
How quickly will BBMBikes process the return?
We aim to process all returns on the day they arrive with us. Sometimes we don't manage to do them all but your return will be dealt with in two working days.
What happens if BBMBikes are out of stock of the replacement item?
If you paid for order by card through your BBMBikes account Refund your card we have on your account (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement when it comes into stock. If you paid for order using PayPal Refund your paypal account for the postage only and despatch a replacement when it comes into stock. If you paid for order using SagePay Send you a voucher for the postage only and despatch a replacement when it comes into stock.
How do I know if BBMBikes has processed my return?
If you go to the your account section of www.bbmbikes.com, log in with your email address and password. You can see the status of all your orders from there.