Return your order
Buy now. We accept returns for a whole year!
We want you to be completely satisfied every time you shop with Wheelies. We therefore give you 365 days to return your order to us for any reason. If you wish to return an item, please follow the instructions below. Goods must be returned unused, and in a resaleable condition with all tags and original packaging intact.
Unfortunately, we are unable to accept returns of the following products: CD/DVD's or software that have been opened; food products that will be within 3 months of the sell-by date on their return; and products that can't be returned for hygiene reasons once the original packaging has been opened such as undergarments (padded shorts, bibshorts, facemasks etc.). Bikes which are customised to a customer's personal specification are also excluded from returns except in cases of warranty issues.
Guidelines for returning an item
If you wish to return an order all goods should be suitably packaged to avoid damage, preferably using the packaging in which they were sent to you. Please do not apply tape or labels directly onto an items packaging.
Goods must be returned unused, and in a resaleable condition with all tags and original packaging intact.
Extra care should be taken when trying on clothing and please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark.
We reserve the right to reject any return or make a deduction from the refundable amount if goods are not returned in a saleable condition, are damaged or have their value reduced by unnecessary handling.
To return your items, please see our returns procedure below. Where goods were purchased on finance, we will only refund the net funds received from the Finance Company.
If goods are paid for with a card using different currency, we will only refund the relevant GBP amount, irrespective of the exchange value.
I need to return a product under warranty.
In the event of a warranty problem with a product, please inform us by email (sales@wheelies.co.uk) or telephone. We can then take the best course of action for you and the particular item. Please note that proof of purchase is required with all potential warranty claims. If you return something due to it being faulty or damaged we will refund any postage costs up to a maximum of £25. Please contact us if your return exceeds this amount.
Most bikes and cycle gear are covered by a manufacturer warranty, however below is a list of scenarios that are not covered under warranty:
- Stripped pedal threads. When you receive your new bike you will need to fit the pedals, a guide on how to do this will be sent with your bike.
- Damage from causes other than defects in the product. For instance, damage caused by crashing your bike isn’t covered under warranty.
- Normal wear and tear.
- Damage to products improperly installed or repaired.
- Products that have been modified, neglected or poorly maintained.
My product has arrived faulty or damaged.
We try our best to ensure items arrive in a good condition. In the rare event of a problem with your delivery, please either do not accept delivery or sign for the item as "damaged", or "unchecked" if you do not have the opportunity to inspect on delivery. You must inform us by email sales@wheelies.co.uk or telephone of any such problems within 7 working days. We can then take the best course of action for you and the particular item. Please note that proof of purchase is required with all potential warranty claims. If you return something due to it being faulty or damaged we will refund the full amount of the order including any postage costs up to a maximum of £25 within 30 days. Please contact us if your return exceeds this amount.
I've received an item that I did not order.
If we sent you something you hadn't ordered, you need to notify us within 7 working days by email (sales@wheelies.co.uk) or telephone. You can return the item within 30 working days unused and in its original packaging. We will refund you the full amount of the order including any postage costs up to a maximum of £25 within 30 days. Please contact us if your return exceeds this amount.
I want to cancel an order.
Cancellations prior to your order being shipped can be accepted by email (sales@wheelies.co.uk) or telephone (open Mon-Fri: 9am - 5:30pm, Sat: 9am - 1pm).
If the order has been completed and shipped, please refuse any delivery of cancelled goods. Alternatively a return will need to be arranged using the returns procedure below.
Right to Cancel
You have the right to cancel this contract within 14 days without giving any reason. This includes orders on Finance.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party specified by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us, Wheelies Direct Ltd, Swansea West Industrial Park, Swansea, SA5 4DL of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use this cancellation form (download here), but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
- if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us at Wheelies Direct Ltd, Swansea West Industrial Park, Swansea, SA5 4DL, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods. We suggest that you email your proof of postage to sales@wheelies.co.uk to speed up your claim.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Returning a product under the WEEE Regulations.
What do the WEEE regulations mean?
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health. Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Shops selling new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
When you buy a new Electrical or Electronic product from us either online or in-store, we will take back your old item on a like-for-like basis. This will prevent it going into a landfill site by being disposed for recycling.
Customers must return their WEEE item to Wheelies within 28 days of purchasing their new item. You can either drop the product off in-store, or send the item, clearly marked as WEEE to Wheelies at:
Wheelies Direct Ltd
Kingsway
Swansea West Industrial Park
Swansea
SA5 4DL
If the item is too large, contact us to arrange a return. Please note that this is not a free service.
Disposing of electrical equipment?
There is of course no reason why you can't drop off your old electrical equipment at a recycling site local to you, whether you have just bought a new item or want to get rid of old equipment regardless.
By taking your waste electrical products to one of the registered amenity sites, you can be confident that they will be subjected to a monitored and controlled recycling process, thereby preventing these products being sent to landfill. You can locate your closest participating collection site by entering your postcode at www.recycle-more.co.uk
How do I recognise WEEE products?
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below which will help you identify products as WEEE.
We are aware of our responsibilities to the consumer and have taken all steps to ensure our business meets the requirements of related EU and UK consumer protection laws, particularly the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 and other legislation specific to the products that we sell. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us at customersupport@wheelies.co.uk.
