We have a 14-day return policy, which means you have 14 days after receiving your item to request a refund or exchange.
Restocking Fee:
If an item has been opened and assembled/part assembled then a restocking fee of 20% of the order total may be charged.
In all cases you will be responsible for the shipping costs, for bikes that is estimated to be £75 per bike, we will arrange for a courier and will send a label.
If you wish to return a bike that used our ready to ride service the bike must be in unused condition to be eligible for a refund or exchange.
To start a return, you can contact us at support@adventuretribe.co.uk.
If your return is accepted, we’ll send you a return shipping label if relevant, as well as instructions on how and where to send your package. Items must be packaged in their original packaging.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@adventuretribe.co.uk.
There are certain situations where only partial refunds are granted (if applicable)
- Any item with obvious signs of use such as wear or marks on the bike or tyres
- Any item that has been opened or has damaged packaging
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right or raise an insurance claim on your behalf.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days (14 Days). Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@adventuretribe.co.uk.