Returns and Refunds
We want you to be happy with your purchases, but if you are not pleased do not hesitate to contact one of our stores directly or via email: [email protected]
ONLINE RETURNS POLICY:
Management of all online returns is done through your Bike Lounge accounts, created when you first place an order. To return an item login to your online account and click Prodiuct Returns. Request a new returns number for the item(s) you wish to return and once approved you'll be able to print a label to include in the return parcel.
Items returned without a returns label may take longer to be processed correctly.
If you simply change your mind about an item/s or if it does not fit then you can return it to us for an exchange or refund within 30 days of purchase for UK orders, 45 days for international orders. All returns that are not faulty must be returned unused, otherwise they will not be eligible for a refund. Items must be returned in a resaleable condition with their original packaging.
All goods supplied by Yellow Limited are from official sources and are covered by the normal manufacturer's warranty. If an item has failed prematurely you should first contact our team at [email protected] to be advised on the next steps to take. All returned items must include a returns label, found by logging into your account. Certain products need to be returned to our suppliers for inspection and possible repair before a credit can be issued. If you suspect an item is faulty you must let us know as soon as the fault becomes noticeable to yourself and you must not continue to use the item.
Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us. Fill out the warranty form and send the goods back to us. Once we receive the goods and completed warranty form they will be inspected and our customer services team will contact you to inform you of how to proceed.
To help us deal with your return quickly and efficiently you should mark all return parcels as "RETURNED GOODS - FAILED SALE." For customers outside the EU this must also be clearly marked on the customs information document (CN22 and/ or CN 23) and a low value declared, 20 GBP for example. Failure to do so may result in delays or additional charges when clearing UK customs.
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.
We will not be able to accept any returns on products that have been personalised. This excludes faulty items which can be returned in line with our standard faulty item return policy.
If an item is being returned to us because it is the wrong size/colour or just unwanted then it is up to you to cover the returns postage. Please ensure items are returned with adequate insurance up to the total value of item/items being returned, in case the parcel is lost or damaged in transit. If you do not use a postage service with adequate insurance for returned goods you will not receive a refund if items are lost or damaged.
For items that have been delivered faulty or develop a fault within the manufacturer's warranty, postage costs will be refunded by Yellow Limited up to £25. If the return postage is over £25 please contact us first at [email protected] and we will advise you on the next steps to take. If items returned to us are deemed not to be covered by their manufacturer's warranty then you will not receive a refund for the postage costs.
IN STORE RETURNS POLICY:
To return an item purchased in store simply return it any one of our store locations or post it back with a returns form, found by clicking here, withn 14 days of purchase.
You may return items for refund or exchange even if you've mislaid the receipt or delivery note. Please note though, that any refund will be at the discretion of our shop staff, and will normally be given as a credit note to the value of the current selling price. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase.
If you simply change your mind about a purchase we allow you to return the item to us unused and in its original packaging within 14 days of purchase. Items returned that are used and are not faulty will not be eligible for a refund.
If you suspect an item is faulty you must let us know as soon as the fault becomes noticeable to yourself and you must not continue to use the item. You should first contact our team at [email protected] to be advised on the next steps to take. Please ensure that any clothing has been washed prior to returning it to us. Please note that some items will be subject to examination and/or manufacturer consultation before a refund is processed.