Refunds and Returns

Refunds & Returns Information

If you change your mind and decide you no longer want an item that we've delivered, we're happy to offer you an exchange or your money back.
You'll need to return your item/s unused and in their original packaging along with the original packing note and invoice (as proof of purchase) either by contacting us or in-store at 357 Staines Road West, Ashford, Surrey, TW15 1RP.

Ways to return your items

If you need to return an item, we'll happily offer a refund so long as this is within 28 days of delivery, in its original packaging and you have proof of purchase.

There are three easy ways to return your item(s):

  • in-store
  • by post
  • by courier.

You can return an item for free at the store, but if you choose to return by post you'll need to cover the cost of postage. However, if the item you're returning is faulty we'll refund the postage once we've received the item and checked the fault.

FREE in-store returns

  • You can return any item for free at the store, along with your proof of purchase (if your items were delivered you'll have received a proof of purchase email).
  • We will happily refund your payment onto the card you paid with or, if we are able to, offer an exchange.
  • It's at the managers' discretion whether to accept a return if you don't have proof of purchase.
By post
  • To return an item by post you'll need to send it to Fred’s Bicycles, 357 Staines Road West, Ashford, Surrey, TW15 1RP including a copy of your order details or your invoice.
  • Please try to use the original packaging when sending your items back and make sure it's securely packaged; Fred’s cannot be held responsible for any damage during posting.
  • Make sure you take your parcel to your local Post Office in enough time for it to get to us within 28 days of you receiving your order.
  • Please note returns made by post are at the customers' own expense.
  • We recommend using a trackable service and getting proof of postage.
  • Please keep your proof of postage until we've confirmed your refund has been processed.
Faulty items
  • If an item's faulty it's best to return it to the store as this is the quickest way to receive your refund.
  • If you're unable to return a faulty item to the store, please contact us.

Faulty items will be examined by us and if applicable a refund will be sent to your account within 28 days.

Consumer protection legislation says that items must be as described, fit for purpose and of satisfactory quality. If you buy a product online and it's found to be faulty within 30 days, you're entitled to ask for a full refund of the faulty product. If a fault occurs after the initial 30 days, we're entitled to repair and/or replace that item. If it can't be repaired or replaced, then you may be entitled to a refund. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

14-day Bike returns

In addition to your usual rights of return, and subject to the remainder of this section, if you change your mind and decide you no longer want a bicycle ("bike") that you have purchased, you have the right to return that bike within 14 days from the date of purchase, even if that bike has been used.

In order to be eligible for a bike return, bikes must be clean and in an as new condition. With the exception of minor superficial dirt, paragraph 1 will not apply to bikes that are dirty, scratched or otherwise damaged.

The cancellation right set out in this section does not apply in the case of the following bikes, which may only be returned if they are either unused or faulty:

Bikes which were purchased and/or have been used for commercial use.

Returns of used bikes can only be accepted in store. To exercise your right to return a bike, please take the bike to the store even if the bike was purchased online.

You must bring the manuals and any other components along with the bike and have your receipt or online order confirmation in order to be eligible for a return. Fred’s reserves the right to refuse to return or exchange any used bike for which you do not have a receipt or order confirmation.

We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the bike, we will refund you in vouchers.