Returns

Personal Bikefit’s Returns Policy

Personal Bikefit operate with a 4 week returns policy.

We want you to be 100% satisfied with your Personal Bikefit shopping experience.

Buying a new bike or a set of carbon wheels should be a joyous occasion but we also understand the importance of allowing YOU to feel comfortable in returning items should the need arise. That’s why Personal Bikefit have a 4 week returns policy. This means that you can buy a product with full confidence that you can return the item(s) up to 1 month after your purchase.

All we request is that the products are sent back in the original packing and the goods are in the same unused condition as when you received them.

If you would prefer to return your products directly, you may do so using the following address:

Personal Bikefit Ltd
12 Lexham Mews
London
W8 6JW

In this case Personal Bikefit will not refund any postage fees (except if the goods are faulty or if you have received a wrong product).

Personal Bikefit Returns policy does not effect your statutory rights of cancellation or return.

Terms and conditions

  • Products must be in the unused condition that you received them and in the original box and packaging.
  • The 28 day returns policy does not apply to items that are faulty/damaged – such items will need to be returned in accordance with our faulty items returns policy.
  • You can return any items you purchased from personalbikefit.com for up to 28 days from the original purchase date.
  • Please do not send your purchase back to the manufacturer.
  • Items with specific sell by dates are exempt from the 28 day returns policy.

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Return Items

  • We will happily refund or exchange any item purchased on Personal Bikefit excluding customised products.
  • We will credit full return postage costs up to £25, unless the item ordered is the wrong size or is deemed ‘unsuitable’. For more on return postage click here
  • Returned goods must be unused and supplied with their original packaging
  • We will refund in full the cost of any item found to be faulty or defective, if returned with your receipt within 28 days of purchase.
  • We cannot accept returns on clothing that has been personalised e.g. with name printing
  • When your refund is processed, the funds will be returned to the original payment method. If you have paid with a card, we will credit the card we have on file for you this may take up to10 working days to appear as cleared funds.

If you have any questions please contact sales@personalbikefit.com

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Return Instructions

To return a product, please follow the instructions below:

  1. Pack the item in its original packaging
  2. Include your receipt
  3. Contact us about the return either by phone or email
  4. Send it to:

Personal Bikefit Ltd
12 Lexham Mews
London
W8 6JW

Personal Bikefit will only refund postage fees when the item is faulty.

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What do I do if an item doesn’t fit or I don’t like the colour?

For UK and international customers please return it to us within 28 days. See our returns procedure BEFORE sending us back the goods. Returned goods must be unused, and supplied with their original packaging.

Goods 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.

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What do I do if an item is faulty when it’s delivered?

Contact us BEFORE sending us back the goods, stating what the fault is.

Once we receive the goods we will either :-

1. Refund you, by the method used to pay for the order (this may take up to 10 working days to appear as cleared funds)

OR

2. Send you a replacement

If you paid for your order by card through your Personal Bikefit account
We will refund the card we have linked to your account (this may take up to 10 working days to appear as cleared funds)

If you paid for your order using PayPal
We will refund your paypal account for the postage only and despatch a replacement.

If you paid for your order using Bank Transfer 

You will need to provide us with the details of your preferred bank account. We will then refund the funds associated with postage only to your account, and despatch a replacement. Refunded funds may take up to 10 working days to appear as cleared funds.

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What do I do if an item fails once it’s been used?

All goods supplied by Personal Bikefit are from official sources and are covered by the normal manufacturer’s warranty. If an item has failed prematurely please follow our returns procedure.
Please contact us to give us details of the product and fault. Certain products may need to be returned to the manufacturer or supplier for a warranty inspection before the outcome of the claim is decided. In some cases depending on how much time has passed between when the item was purchased and the fault occurred a repair may be made rather than a refund or replacement issued even if the warranty case is approved.

Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us and used footwear must also be cleaned. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.

Please contact us BEFORE sending back the goods, stating what the fault is.

All refunds will be made using the same method used to pay for the original order (this may take up to 10 working days to appear as cleared funds) for the goods and postage.

If you paid for your order using Bank Transfer

You will need to provide us with the details of your preferred bank account.

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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 £25 carriage. If your return exceeds this amount please contact returns@personalbikefit.com and we can arrange collection for you. Please state a date and collection address (not Saturday or Sunday) where the goods can be collected from.

We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.

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How quickly will Personal Bikefit process the return?

Your return will be dealt with as soon as reasonably possible. This is usually within two working days.

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What happens if Personal Bikefit is out of stock of the replacement item?

If you paid for your order by card through your Personal Bikefit account

We will refund the card we have linked to 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

We will refund your PayPal account for the postage only and despatch a replacement when it comes into stock.

If you paid for your order using Bank Transfer 

You will need to provide us with the details of your preferred bank account. We will then refund the funds associated with postage only to your account, and despatch a replacement when it comes back into stock. Refunded funds may take up to 10 working days to appear as cleared funds.

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How do I know if Personal Bikefit has processed my return?

Go to www.personalbikefit.com
Log in with your email address and password.
Go to the Account Section.
You’ll be able to see the status of all your orders from there.

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International Returns

Customers outside of the UK must follow the instructions below along with our standard returns procedure.

To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document ( CN22 and/ or CN23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and will be returned to the sender.

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Returning goods on which duty has been paid

If you have paid import duty for goods received, and subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local Customs Authority. To do this, you will need to show them proof of duty paid and proof of export (e.g. certificate of posting) when claiming your refund.

Should you have any further queries on duties payable/refundable, please contact your local Customs Authority.

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Returning Personalised Products

We will not be able to accept any returns on products that have been personalised. This includes products that have been customised with names. This excludes faulty items which can be returned in line with our standard faulty item return policy.

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