Cancellation Rights:
14 days:
Under the Consumer Contracts Regulations 2013, a customer is allowed to return an item ordered online if they simply change their mind, note that this does not apply to instore purchases where they have the opportunity to inspect goods before purchase. A customer has the right to cancel at any time from the moment they place their online or mail order, and up to 14 days from the day they receive the goods. The customer then has a further 14 days from the date they notify the retailer of their cancellation to return the goods - There are exemptions to online returns which include tailor made/personalised/customised.
30 days right to reject:
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. This right is limited to 30 days from the date you receive your product.
If you are not entirely happy with your recent experience, please raise a complaint by contacting either Richard or Shona at sales@keeppedalling.co.uk
Alternatively you can call on 0161 222 6015
or address your complaint in writing to:
The Manager,
Keep Pedalling Limited,
23 Hilton Street,
Manchester,
M1 1EL
We will try to remedy your complaint as quickly as possible.
We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 5 days, we will send you a final response detailing our resolution. If we are unable to provide you with a final response at 10 days, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.
To be eligible for a return, your item must be unused, unfitted and in the same condition that you received it including all original packaging.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer - contact us.
There are certain situations where only partial refunds are granted: (if applicable)
Books ( or anything else ) with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. Be assured that we will process the refund promptly however depending on the method of payment used the refund can take several days to show in your account - your bank will be able to advise that the refund has been processed and when you will be able to see the funds in your account.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@keeppedalling.co.uk
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, say in a different size or colour, send us an email at sales@keeppedalling.co.uk and once approved send your item to: 23 Hilton Street, Manchester, M1 1EL, United Kingdom. Please be sure to use a signed for / tracked service as we cannot issue a refund or be responsible for items that we do not receive.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, please advise us by email in the first instance to
sales@keeppedalling.co.uk you should mail your product to: 23 Hilton Street, Manchester, M1 1EL, United Kingdom. Please be sure to use a signed for / tracked service as we cannot issue a refund or be responsible for items that we do not receive. Include a note including your name and contact details.
You will be responsible for paying for your own shipping costs for returning your item. Our initial shipping costs to you are non-refundable, only the item cost will be refunded if appropriate. If you receive a refund, the cost of the initial shipping to you will be deducted from your refund. The only exception to this is where we have sent you the wrong item or the item is faulty.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. We will supply a tracking number for you.