Returns Policy
Please read our Returns Policy carefuly before sending anything back.
We believe you should be satisfied with your purchase from Espokes. If however, you wish to return an item as unwanted, you must return it to us within seven days of purchase.
All we require is that you inform us by email quoting your order number and reasons for return, prior to sending the item back.
Following cancellation, we will refund you the price paid for the cancelled order (or part of the order cancelled), less any collection /return charges and fees incurred (if any). Postage and packaging charges will not be refunded. Refunds will be paid within 30 days after the day:
- You notified us to cancel your order, where the goods have not yet been dispatched to you
- We receive the goods returned to us
You are required to return the product to us at your expense in an unused condition and suitable for resale. It must be in the original undamaged packaging (or packaging of the same quality) including labels, stickers, and any additional accessories for a full refund less carriage.
You are responsible for the item until it reaches us; we, therefore, recommend using an insured and secure delivery service.
Refunds will be made using the same payment method you used to purchase the goods.
We reserve the right to make a deduction from the refund for any loss in value of the goods returned if reasonable care has not been taken of the item prior to our receipt, or where the goods show signs of unreasonable use. Unreasonable use means handling goods beyond what is necessary to establish the functioning of the goods, in particular, if it goes beyond the kind of handling that may reasonably be allowed in a shop.
If for any reason you are dissatisfied with your goods, e.g. it is not what you ordered, it is damaged, or we have delivered the wrong quantity, please return the product to us. Once we have investigated and confirmed the problem, we will:
- Provide a full refund for any product that is not what you ordered
- Any product found to be faulty within the first 30 days of purchase will be exchanged for the same product, or spare component parts will be supplied, but these items cannot be refunded
If we are providing a refund we will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day, we confirmed to you via e-mail that you were entitled to a refund for defective goods.
The item must be returned with the invoice, any accompanying paperwork and the reasons for the return stated.
In the unlikely event, the item you receive is faulty; you may return it for repair within the period of warranty. Any faults arising from poor/improper use are excluded from this returns policy. If a returned item is found to have any manufacturing faults after testing then it will be the customer’s responsibility to pay the return delivery cost.
Sometimes the product specifications from the manufacturer may change, if we are offering you a replacement, we will do our best to substitute the same or better quality.
In the unlikely event, we send a wrong item to you, we will at our expense, either arrange a courier collection or supply a pre-paid postage label to you to enable you to return the incorrect item to us. Once the item has been returned to us we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have the wrong item back. Please contact us and we will discuss the options with you.
Damaged Goods
Please examine goods on arrival before signing for it. If you notice any damage to the packaging, sign for it as damaged, photograph it, and notify us within 48 hours if there is an issue with the item. At our expense, we will either arrange a courier collection or supply a pre-paid postage label enabling you to return the damaged item to us.
Once we have received the item back, we will issue you a replacement. Should you need an expedited service we can send you a charged replacement item and credit you once we have received the damaged item back. Please contact us to discuss the options.
Return costs
We can arrange a collection for you. Fees may apply. Faulty or damaged returns will be collected free of charge.
Missed collections are charged at £40 so make sure you are available the day the collection is booked. You will need to package the bike in its original box and packaging. We can provide a new box and packaging materials if needed at a cost of £30, payable in advance.
We are unable to refund the cost of postage (both original delivery charge and return postage) unless the item is faulty in the first 30 days. For faulty items, we will arrange for a courier to collect the item from you or provide you with a prepaid returns label at our cost.