We’re sure you’ll fall head over heels for your new bike. However, if something’s not quite right, here’s everything you need to know about returning your order to us.
Our 14-day returns policy gives you a chance to test out your new bike and make sure it’s perfect for you. If you change your mind within this two-week period, simply get in touch with our Customer Services team via phone or email, and they’ll help you organise a return. For full terms and conditions, see below.
To be eligible for Free 14 Day Returns your order must meet the following criteria:
You must contact Raleigh and request your return within 14 days of your order being delivered.
You must retain all original packaging and securely repackage the product ready for the collection time agreed with Raleigh.
The product must be returned with all of its original parts, including any ancillary parts such as pedals, keys, chargers, baskets, pannier racks, mudguards etc.
Your product must be returned in a reasonable condition and not show any wear exceeding that which could be expected for a 14-day trial period.
We fully expect that the product may have been ridden or used during the trial period. However, to qualify for 14-day free returns and receive a full refund, your order must be in a reasonable condition, with no signs of wear (exceeding that which could be expected for a 14-day trial period) and no damage to the frame or components. It should also be returned in an acceptable level of cleanliness.
We offer a free returns collection service through our courier TNT. Simply contact our Customer Services team via phone or email to arrange a collection slot. Once you’ve been given a time slot and a returns number by Raleigh, you’ll need to securely repackage your order into its original packaging. If you’re unable to repackage your order, a charge of £20 will be deducted from your refund to cover replacement packaging costs. Once we receive your return from the courier, we’ll inspect your order and issue a refund within three working days.
If you’d like to return an order that was collected in store, you can arrange a return by getting in touch with our Customer Services team via phone or email. Once you’ve contacted Raleigh, you’ll need to return your order to the store you originally collected it from. Once we receive your return from the store, we’ll inspect your order and issue a refund within five working days.
Please note: For your refund to be processed, you will need to contact Raleigh directly.
Non-faulty unwanted items can be returned within 14 days of delivery for a full refund. Simply get in touch with our Customer Services team via phone or email, and they’ll generate a return label for you. Once we’ve received your items, we’ll issue a refund within five working days. The returned items should be unused and in their original packaging, with all labels still attached. We reserve the right to refuse a return or deduct any reduced value if the items are not in this condition.
Please note: When returning non-faulty cycling accessories, you will need to cover the cost of postage. Please ensure you only affix labels to the external shipping packaging and not to the product packaging itself.
Faulty items can be returned free of charge within 30 days of delivery. Simply get in touch with our Customer Services team via phone or email, and they’ll generate a return label for you. If our warehouse confirms the product is faulty, a full refund will be issued within 10 working days of this confirmation.
If you placed your order using Klarna, you can still return your order following the steps above. Your refund will be processed by Klarna, so any communication regarding money or statement balance will come directly from them. You can mark your order as returned on your Klarna account to suspend any payments.