Help Centre

I have received an incorrect/broken item


It is very rare for the wrong item to be shipped out to you but sometimes can happen due to human error.

If you believed you were sent the wrong item, please send a photo of the item and barcode on the packaging to us via email:

If we believe the item is wrong to your tax invoice at the time of ordering, we will arrange for the correct item to be shipped to you and the wrong one returned back to us.

Simply notify us within 7 days of receipt. For smaller items, you will need to return the products. Please ensure that the goods are in their original packaging and have not been used. Return standard postage costs can only be approved with prior written agreement by Bikes Online. 

In the case of complete bicycles, Bikes Online will arrange the pick up and return of the bike.

Once we have received the products we will confirm the receipt and carry out your instructions as indicated on the returns form, and then refund any postage or courier costs to you. Depending on your bank, refunds take up to 14 business days for the funds to be returned into your account.

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