Pelago Thorsmork Complete Bike in Umbra

For most items, we offer a 30-day return period if you change your mind.

The 30-day period starts:

• For purchases made in store, from the date of purchase.
• For online purchases, from the date you receive or collect your order.

For a return under our voluntary 30-day policy, we ask that the item is unused, clean and in a resellable condition, and where reasonably possible is returned with its original packaging, labels, accessories and instructions.

This voluntary policy is separate from any statutory rights you may have for online purchases or faulty goods.

If your purchase was completed online, you may also have cancellation rights under UK consumer law.

For most goods, you can tell us that you wish to cancel your order within 14 days of receiving or collecting it. You will then normally have a further 14 days to return the goods.

You are allowed to inspect an item in a similar way to how you reasonably could in a shop.

If an item has been used or handled more than reasonably necessary to establish its nature, characteristics and function, we may be entitled to make a reasonable deduction from the refund to reflect any reduction in value.

If your order was completed online and collected from London Bike Studio using Click & Collect, collecting it from the shop does not by itself remove your online cancellation rights.

Bikes can be returned where the applicable return conditions are met.

All returned bikes will be inspected by one of our mechanics so that we can check their condition, safety and completeness.

For a change-of-mind return under our voluntary 30-day policy, the bike should be returned in a condition that allows us to resell it.

For online purchases, reasonable inspection is permitted. If a bike has been ridden, used or handled beyond what is reasonably necessary to inspect it, and this has reduced its value, we may make an appropriate deduction from the refund where the law allows us to do so.

This does not affect your statutory rights if the bike is faulty, not as described, unsafe or otherwise does not meet the legal requirements that apply to it.

Second-hand bikes are covered by statutory consumer rights.

When assessing the condition and quality that can reasonably be expected from a second-hand bike, we will take into account factors including:

• its age;
• its price;
• its description;
• its previous use and condition; and
• any faults, wear or damage that were clearly explained before purchase.

Normal wear and tear, or a condition that was clearly disclosed before purchase, will not normally be treated in the same way as an undisclosed fault.

Nothing in this policy removes your statutory rights if a second-hand bike is faulty, unsafe, not as described or not of satisfactory quality taking its age, condition, price and description into account.

We may require a 25% deposit when ordering a bicycle specially for a customer.

A special order does not automatically mean that a deposit is non-refundable.

If you cancel a special order, what happens to the deposit will depend on the circumstances, including:

• whether statutory cancellation rights apply;
• whether the item has been specially made or personalised;
• whether the order can reasonably be cancelled with the supplier; and
• any genuine costs or losses London Bike Studio has incurred as a direct result of the cancellation.

Where appropriate, we may also be able to transfer some or all of the deposit towards another bicycle.

Products that are genuinely made to your specifications or clearly personalised may be subject to different cancellation rights. Where this applies, we will make this clear before you place the order.

Any amount retained following a cancellation will not be used as a penalty and will be considered in relation to the actual circumstances and reasonable costs involved.

For health and safety reasons, helmets and other protective equipment that have been used cannot normally be returned under our voluntary change-of-mind policy.

If you purchased the item online, your statutory cancellation rights still apply.

You may inspect and try on the item as you reasonably would in a shop. However, where an item has been used or handled beyond what is reasonably necessary, and this has reduced its value, we may be entitled to make an appropriate deduction from your refund.

Where an item is supplied sealed and is genuinely unsuitable for return for health protection or hygiene reasons, statutory cancellation rights may not apply once that seal has been broken.

This section does not affect your rights if the item is faulty, not as described or otherwise does not meet your statutory rights.

If an item is:

• faulty;
• not as described;
• not of satisfactory quality; or
• not fit for its intended purpose,

please contact us as soon as possible.

Where applicable, UK consumer law may give you a short-term right to reject faulty goods within 30 days.

After this period, you may have further rights including repair or replacement and, in some circumstances, a refund.

If we have supplied the wrong item, we will arrange an appropriate replacement or refund.

Where we are responsible for a faulty or incorrect item, we will cover reasonable return costs where required.

Some products may be excluded from change-of-mind returns or statutory online cancellation rights in certain circumstances.

These may include:

• goods made to your specifications or clearly personalised;
• perishable goods;
• sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
• gift cards, where applicable and subject to their terms.

These exclusions do not remove your statutory rights if an item is faulty, unsafe, not as described or otherwise does not meet the legal requirements that apply to it.

Please contact London Bike Studio before returning an item so that we can advise you on the best way to return it.

Please provide reasonable proof that the item was purchased from us.

This may include:

• a receipt;
• an online order confirmation;
• a bank or card statement; or
• another reasonable record showing the purchase.

You do not necessarily need the original till receipt if there is another reasonable way to demonstrate that the item was purchased from London Bike Studio.

For a voluntary change-of-mind return, you will normally be responsible for the cost of returning the item unless we agree otherwise.

For an online cancellation, you may also be responsible for the direct cost of returning the goods where this has been made clear before purchase.

Different rules apply where an item is faulty, incorrect or where the law requires us to cover the return cost.

If you cancel an eligible online order within your statutory cancellation period, we will refund the standard delivery charge you originally paid where required by law.

If you chose a more expensive delivery option than our standard service, we do not have to refund the additional cost of that upgraded service.

The cost of returning a change-of-mind item is normally your responsibility unless we have agreed otherwise.

If the goods are faulty, incorrect or otherwise our responsibility, different rules apply and we will cover reasonable return costs where required.

Refunds and Exchanges

Where a return is accepted, we can offer a refund or exchange as appropriate.

Refunds will normally be made using the same payment method used for the original purchase, unless another method is expressly agreed.

We aim to process approved refunds within 3 to 5 working days after the returned item has been received and checked.

Your bank, card provider or payment provider may take additional time to show the refund in your account.

Where a statutory refund deadline applies, we will process the refund within the period required by law.

Online Cancellation Refunds

For eligible online cancellations, we will issue the refund within the time required by law.

Where goods are being returned, we may wait until we have received the goods back or until you provide evidence that you have returned them, whichever happens first.

Any lawful deduction for reduced value caused by excessive handling may be made where appropriate.

Exchanges

We are happy to offer exchanges where the returned item meets the relevant return conditions and the replacement item is available.

If there is a difference in price between the original item and the replacement, this will need to be paid or refunded as appropriate.

Nothing in this policy limits or excludes your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Goods supplied by London Bike Studio must meet the legal requirements that apply to them, including being:

• as described;
• of satisfactory quality; and
• fit for purpose where applicable.