Last updated: 5 August 2026
If something is not right, we want to fix it. This page explains how to return an item, what condition it needs to be in, and when you will get your money back.
Your right to cancel
If you are a consumer in the UK, you have a legal right to cancel most online orders within 14 days of receiving them, without giving a reason. We go further than the minimum: we accept returns for 30 days from the day you receive your order.
Nothing in this policy affects your statutory rights, including your rights if an item is faulty, not as described, or not fit for purpose.
Condition of returned items
To be refunded in full, items must be:
- unused, other than the inspection you would reasonably make in a shop;
- in their original condition, with any tags still attached;
- returned with their original packaging where practical.
A bike that has been ridden outdoors, or has fitted or worn parts, can no longer be returned as unused. Contact us before returning a bike so we can arrange collection, as bikes cannot be sent back through normal post.
If an item comes back showing wear beyond a reasonable inspection, we may reduce the refund to reflect the reduction in value, and we will always explain why before we do.
How to start a return
- Email sales@spokesprockete.co.uk with your order number and which items you would like to return.
- We will reply with the return address and instructions, usually within one business day.
- Pack the items securely and send them back using a tracked service.
Please contact us before sending anything back. Unannounced returns can be delayed or, in the worst case, go missing.
Return postage
- Faulty, damaged or incorrect items: we cover the return cost. Tell us and we will arrange it.
- Change of mind: you are responsible for the cost of returning the item. We recommend a tracked service, because until the parcel reaches us it remains your responsibility.
Refunds
Once your return arrives we inspect it and process the refund within 5 business days. Refunds go back to the original payment method. Your bank or card issuer may take a few additional days to show the money in your account.
We refund the price you paid for the returned items. Where you return an entire order under your cancellation rights, we also refund the standard delivery charge you paid; if you chose a more expensive delivery option, we refund up to the cost of our standard service.
If a discount applied to your order, the refund reflects the amount actually paid for the returned items.
Exchanges
The quickest way to change size or colour is to return the original item for a refund and place a new order, so you are not waiting on stock. Tell us when you get in touch and we will help you line the two up.
Faulty items
If an item develops a fault, email us with your order number, a description of the problem and a photograph. We will assess it and offer a repair, replacement or refund as appropriate. This is in addition to your statutory rights.
Items we cannot accept
- Items returned more than 30 days after delivery, unless faulty.
- Items showing use beyond reasonable inspection.
- Bikes that have been ridden outdoors or otherwise used beyond reasonable inspection.
- Gift cards.
Questions
If anything here is unclear, email sales@spokesprockete.co.uk before you return something. We would rather answer a question than process a return that did not need to happen.