Refund policy

Pedibal Bikes Ltd – Refund Policy (Including Distance Selling)

If, for any reason, you are unhappy with your purchase, please contact us as soon as you receive the goods. The bicycle must be returned to Pedibal in its original condition, complete with all accessories, and in the same condition as received.

Unwanted Items – 14-Day Return Period

If you decide to return a bike as unwanted within 14 days of purchase, you must first contact Pedibal for authorisation. Once approved, we will issue a full refund, excluding any postage fees or charges applied by your card provider. Items must be returned in their original box and packaging and in the same condition as received.

If you purchase a product online and it develops a fault within 30 days, you are entitled to request a full refund. For faults that occur after 30 days, we reserve the right to repair or replace the product. If it cannot be repaired or replaced, a refund may be offered. For advice on your legal rights, please contact your local Citizens Advice Bureau or Trading Standards office.

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Buy n Try Option – Pedibal Navigata Only

We understand that purchasing online limits your ability to try before you buy. To help with this, we offer a Buy n Try option for the Pedibal Navigata.

Trial Conditions:

• Do not remove any protective film or packaging unless absolutely necessary.
• If you notify us before your trial that you wish to make use of the Buy n Try service, we will accept a return within 14 days provided that:
• Less than 5 test miles* have been completed.
• The bike is not damaged or faulty.
• You agree to cover the return costs.

Alternatively, we can arrange a collection via our courier at a fixed cost of £59 for Navigata/Explora, or £150 for Maxima/E-Cruiza, which will be deducted from your refund.

* Test miles refers to a short ride under standard road conditions for the purpose of checking functionality and compatibility, kept to a minimum to preserve the bike’s original condition.

This policy does not apply if a test ride was conducted before purchase or to any ex-demo or refurbished models. Returns on such purchases are at the discretion of Pedibal Bikes Ltd. Please contact us for further discussion. This does not affect your statutory rights.

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Ways to Return

You can return your items using one of the following methods:

• In-store
• By your own courier (tracked recommended)
• Via Pedibal’s pre-arranged courier

In-store Returns

Returns are free at our Hounslow store. Bring the item along with your proof of purchase (usually sent by email if ordered online). Refunds will be made to the original payment method. Acceptance of returns without proof of purchase is at the store manager’s discretion.

Store Address:

Unit 4, Maple Grove Business Centre, Lawrence Road, Hounslow, TW4 6DR

Courier Return (Own Arrangement)

Once authorised, customers may arrange to return the item via a tracked courier service of their choice. Clearly mark the return reference on the outside of the box and ensure the item is well-packaged in its original packaging. Pedibal is not responsible for any damage sustained during transit.

Courier Return (Pre-arranged by Pedibal)

We can organise a collection from your location for a fixed cost of £59 for Navigata/Explora, or £150 for Maxima/E-Cruiza, which will be deducted from your refund.e. To request this service, please contact Customer Services at sales@pedibal.com.

Please note:

• Minimum 5 working days’ notice is required.
• Someone must be available to sign for the collection.
• Collections occur Monday to Friday (excluding Bank Holidays), between 9 am and 5 pm (no specific time slots can be given).
• All cycles must be unassembled and boxed for return.

We aim to process refunds as quickly as possible, and always within 30 days. This does not affect your statutory rights.

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Cancellations & Refunds

If we are unable to fulfil your order for any reason, we will contact you to offer a suitable alternative or the option to cancel your order.

If you wish to cancel your order, please contact sales@pedibal.com or call 020 3874 1355.

If the product has been altered or customised at your request, the refund will be processed minus the cost of those alterations and any associated labour. If the product has been changed in a way that it cannot be restored to its original state, a partial or full refund may not be possible.

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Warranty Returns & Replacements

Most parts of our bicycles are covered under the manufacturer’s warranty. The following are not covered:

• Normal wear and tear – the degree of wear will vary depending on usage and conditions.
• Damage due to incorrect assembly or repairs.
• Damage caused by modification, poor maintenance, or neglect.
• Damage not resulting from a manufacturing defect.

Ex-Demo / Display Products

• Ex-demo, display, or discounted bikes come with a reduced warranty, confirmed at the point of sale.
• Returns are at the discretion of Pedibal Bikes Ltd.
• Customers must retain the original packaging and return the item at their own cost for assessment and repair.

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Consumer Guidance – Distance Selling

Under the Consumer Contracts Regulations 2014, you have the right to cancel your order within 14 days of receiving the goods. You must then return the goods within another 14 days of notifying us. This does not apply to customised or personalised items.

Customers are responsible for the return cost of items that are not faulty or damaged.

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Consumer Guidance – Faulty Goods

Under the Consumer Rights Act 2015, you may reject goods that are faulty, not as described, or unfit for purpose within 30 days of receipt and receive a full refund.

If a product is faulty:

• You are not required to pay for return postage.
• If the item was damaged on arrival or not as described, we will cover the full cost of return postage.