At Bicycle Gear Shop, we stand behind our premium cycling components and technical apparel with the same confidence we have in our own riding. We understand that sometimes a product may not be the perfect fit for your needs, which is why we’ve created a straightforward returns and exchanges process to ensure your complete satisfaction.

Our Returns Promise

We offer a 15-day return policy from the date you receive your items. If you’re not completely satisfied with your purchase, you can return it for a full refund or exchange, provided the items are in original, unused condition with all tags attached and packaging intact.

Please Note: For hygiene and safety reasons, we cannot accept returns on the following products:
  • Baselayers (worn next to skin)
  • Aero & TT Helmets (safety equipment)
  • Bar Tape & Grips (once unwrapped)
  • Campagnolo components (if opened from sealed packaging)
  • Any personalized or custom-ordered items

How to Return an Item

Follow these simple steps to initiate your return or exchange:

  1. Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Include your order number and details about the product you wish to return or exchange.
  2. Complete the Returns Form: Use the template below to ensure you provide all necessary information. Our customer service team will respond with a Returns Merchandise Authorization (RMA) number and instructions within 24-48 hours.
  3. Package Your Item: Securely pack the item in its original packaging, including all tags, accessories, and documentation. Include a copy of your order confirmation or packing slip.
  4. Ship Your Return: Send the package to the address provided with your RMA instructions. We recommend using a tracked shipping service as you are responsible for the item until it reaches us.

Returns Request Template

Copy and paste the template below into an email to [email protected]:

Subject: Returns Request – Order #[Your Order Number] Dear Bicycle Gear Shop Team, I would like to request a return/exchange for my recent purchase. Order Number: [Your Order Number] Product Name: [Product Name] Product Code/SKU: [If available] Reason for Return: [e.g., Size exchange, wrong item, product defect] I confirm that the item is in its original condition with all tags attached and packaging intact. Please advise on the next steps and provide return instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Processing

Once we receive and inspect your returned item:

  • We will process your refund within 3-5 business days
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 5-10 business days for the refund to appear in your account, depending on your financial institution’s processing times
  • Shipping costs are non-refundable, unless the return is due to our error or a defective product

Exchanges

For size exchanges or different product requests:

  • We will ship the replacement item once we receive and process your return
  • If the exchange item is of higher value, we will invoice you for the difference
  • If the exchange item is of lower value, we will refund the difference to your original payment method

Need Assistance?

Our customer service team is here to help you with any questions about returns or exchanges:

Email: [email protected]
Phone: [Insert customer service phone number]
Hours: Monday-Friday, 9:00-17:00 GMT

Bicycle Gear Shop
35 St Stephens St
Norwich, GB NR8U 2OA
United Kingdom

We appreciate your trust in Bicycle Gear Shop and are committed to ensuring your satisfaction with every purchase. Ride with confidence knowing we’ve got you covered.