Refund policy

This policy explains how to cancel an order, return an unwanted item, report a fault and make a warranty claim.

If you have a question or are unhappy with your purchase, please contact us at sales@pedibal.com or call 020 3874 1355. Please contact us promptly about any problem so that we can help. This request does not shorten your statutory rights or claim periods.

Unwanted Items and the 14 Day Cancellation Period

Online and distance purchases

If you purchase online, by telephone or through another qualifying distance sale, you may cancel your order without giving a reason. The cancellation period ends 14 days after the day you receive the goods.

You must then send the goods back without undue delay and no later than 14 days after telling us that you wish to cancel, unless we have agreed to collect them.

Please contact us before returning the goods so that we can provide a return reference and instructions. Your statutory right to cancel does not depend on us authorising or approving your cancellation.

You are responsible for the direct return costs of an unwanted item where we informed you of this responsibility before purchase. If you ask us to arrange collection, the charges below apply and will be agreed with you before booking.

Please return the bicycle with all accessories and supplied components. You may inspect the goods as you reasonably would in a shop. If you handle or use them beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for any resulting reduction in value.

We recommend keeping the original box and packaging. Missing original packaging does not, by itself, remove your statutory cancellation rights, but you must package the goods suitably for transport.

For a statutory cancellation, we will refund the purchase price and the standard outward delivery charge, subject to any lawful deduction for diminished value. If you chose a more expensive delivery service, we only have to refund the cost of our least expensive standard delivery option. We do not deduct card-processing, administration or restocking fees from a statutory refund.

Purchases made in store

For unwanted purchases made in store, please contact us within 14 days of purchase for authorisation under our voluntary returns policy. Items must be unused, complete with all accessories, in their original condition and in their original box and packaging.

The separate conditions below apply to the Buy n Try offer and to ex-demo, display and refurbished products. Your statutory rights relating to faulty goods remain unaffected.

Buy n Try Option for the Pedibal Navigata

We understand that purchasing online limits your ability to try before you buy. We therefore offer a voluntary Buy n Try option for the Pedibal Navigata only.

To use this service:

• Notify us before starting your trial that you wish to use Buy n Try.
• Tell us within 14 days of receiving the bicycle if you wish to return it, and return it within 14 days of that notification, unless we agree to collect it.
• Complete less than 5 test miles.
• Keep protective film and packaging in place unless removal is necessary for the trial.
• Keep the bicycle undamaged and in its original condition, apart from the permitted test use.
• Return all accessories and supplied components, with the original box and packaging.
• Cover the return costs.

Where these conditions are met, we will accept the unwanted bicycle for a refund, less the agreed return collection charge if you use our collection service.

Test miles means a short ride under normal road conditions to check the bicycle's functionality and suitability. Riding should be kept to a minimum to preserve its condition.

The voluntary Buy n Try offer is unavailable where a test ride was conducted before purchase, or for ex-demo or refurbished models. Returns outside this offer and any other applicable return entitlement are at Pedibal Bikes Ltd's discretion.

These trial conditions do not limit your statutory cancellation rights or your rights relating to faulty goods. A fault should be reported under the faulty goods or warranty sections below.

Ways to Return

You can return an item:

• In person at our Hounslow store.
• Using a courier of your choice.
• Through a collection arranged by Pedibal.

In store returns

There is no collection or return handling charge for bringing an item to our Hounslow store.

Please bring proof of purchase, such as your order confirmation, receipt or another record showing that you bought the item from us. Refunds will be made to the original payment method unless we expressly agree otherwise.

Return address

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

Returns using your own courier

Please contact us for return instructions and a return reference. Mark the reference clearly on the outside of the box.

Use suitable packaging and a courier able to transport the item safely. We recommend a tracked service and appropriate transit cover. For an unwanted return arranged through your own courier, you are responsible for arranging suitable packaging and transport. Any claim against the courier for damage it causes should be raised with that courier.

Please use the original packaging where available, or a suitable protective alternative where you are exercising statutory rights.

Collections arranged by Pedibal

We can arrange collection of an unwanted bicycle at the following charges:

• Navigata and Explora: £59
• Maxima and E-Cruiza: £150

These charges will be agreed before booking and may be deducted from your refund with your agreement. For statutory cancellations, any return charge will not exceed the direct cost of the return.

To request collection, email sales@pedibal.com.

Please note:

• A minimum of 5 working days' notice is normally required.
• Someone must be available to hand the bicycle to the courier and sign any required collection paperwork.
• Collections take place Monday to Friday, excluding Bank Holidays, between 9 am and 5 pm. Specific time slots cannot be guaranteed.
• Bicycles must be securely boxed and partially disassembled as necessary for safe transport, following our packing instructions.

Our booking arrangements do not shorten your statutory cancellation period. We will agree suitable arrangements where we collect a return.

The above charges apply to unwanted returns. Where you are entitled to a remedy for faulty, damaged or misdescribed goods, we will cover the reasonable return costs required by law.

Refunds and Processing Times

We will process refunds without undue delay and within the applicable legal deadline:

• Statutory cancellation where you send the goods back: within 14 days of receiving the goods or receiving evidence that you have sent them back, whichever is earlier.
• Statutory cancellation where we offer to collect the goods: within 14 days of being informed of your decision to cancel.
• A statutory refund for faulty goods: within 14 days of us agreeing that you are entitled to the refund.

Refunds will use the original payment method unless you expressly agree otherwise. We will not charge a fee for making a statutory refund.

For an agreed discretionary return outside your statutory rights, the refund will be processed within 30 days of receiving the returned goods.

Cancellations and Customised Orders

If we are unable to fulfil your order, we will contact you to offer a suitable alternative or cancellation and a refund. We will not substitute a product without your agreement.

To cancel an order, email sales@pedibal.com or call 020 3874 1355. Any clear statement that you wish to cancel is sufficient when exercising a statutory cancellation right.

The statutory change-of-mind cancellation right generally does not apply to goods made to your individual specifications or clearly personalised. We will explain any applicable exception before you place your order. Choosing standard options or accessories does not automatically make a bicycle a bespoke or personalised product.

Where a bespoke order is not covered by a statutory cancellation right, any cancellation we agree will be subject to the terms disclosed before purchase and applicable law. These may include reasonable, justified costs of alterations or labour already incurred.

If you expressly ask us to begin a separately chargeable service during the statutory cancellation period, a proportionate charge for work completed before cancellation may apply where the legal information and consent requirements have been met.

Customisation does not remove your statutory rights if goods are faulty, not as described or unfit for purpose.

Warranty Returns and Replacements

Pedibal contractual warranty

The standard Pedibal contractual warranty lasts for 12 months from the date of order. It is non-transferable and applies to the original purchaser only.

Most bicycle parts are covered against manufacturing defects under this warranty, subject to the exclusions below and any different contractual warranty clearly confirmed before purchase for an ex-demo, display or discounted bicycle.

To make a claim, contact sales@pedibal.com with your order details, proof of purchase and a description of the problem. Photographs or video may help us assess the issue. We will explain any inspection, return, repair or replacement arrangements.

Warranty exclusions

The contractual warranty does not cover:

• Normal wear and tear, which varies with usage and operating conditions.
• Damage caused by incorrect assembly or repairs.
• Damage caused by modifications, poor maintenance or neglect.
• Damage or faults that do not result from a manufacturing defect.

An exclusion applies to damage or faults caused by the excluded circumstances; it does not automatically cancel cover for an unrelated manufacturing defect.

Replacement batteries

Where a battery replacement is approved under the Pedibal contractual warranty, the replacement may be a professionally reconditioned battery fitted with new cells.

Any replacement battery will be compatible with your bicycle and charger and meet applicable product safety requirements.

This provision applies to replacements supplied under our contractual warranty. It does not restrict any statutory right you may have to a repair, replacement, price reduction or refund.

Your statutory rights

This contractual warranty is provided in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

Your statutory rights relating to faulty goods may continue beyond the 12-month warranty period. The warranty's original-purchaser and non-transferability conditions apply to this contractual cover and do not override any rights available under applicable law.

Ex Demo Display Refurbished and Discounted Products

Any reduced contractual warranty for an ex-demo, display or discounted bicycle will be clearly confirmed before purchase.

The voluntary Buy n Try offer does not apply to ex-demo or refurbished bicycles. Any unwanted return outside your statutory rights or another agreed return entitlement is at Pedibal Bikes Ltd's discretion.

Please retain the original packaging where possible. If an inspection or repair is needed, contact us first so that we can agree suitable return arrangements. Original packaging is not a condition of your statutory rights.

Your statutory rights continue to apply to ex-demo, display, refurbished and discounted products, taking account of their description, price, condition and any specific defects clearly disclosed before purchase. Where a statutory faulty-goods remedy applies, we will cover the reasonable return costs required by law.

Consumer Guidance on Distance Selling

For qualifying online, telephone and other distance purchases, your cancellation rights arise under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You normally have 14 days after the day of delivery to tell us that you wish to cancel, followed by another 14 days to send the goods back, unless we have agreed to collect them.

The conditions and exceptions are explained above. The voluntary Buy n Try conditions do not replace these statutory rights.

Consumer Guidance on Faulty Goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. These rights apply to purchases made in store as well as online.

Within the first 30 days

If goods fail to meet these requirements, you normally have a short-term right to reject them for a full refund within 30 days of delivery, or any later date when we complete installation or other agreed steps needed for you to use them.

After the first 30 days

You will normally be entitled to request a repair or replacement. Your chosen remedy may be unavailable if it is impossible or disproportionate compared with the alternative.

A statutory repair or replacement will be provided at no cost to you, within a reasonable time and without significant inconvenience.

If one repair or replacement fails, both remedies are unavailable, or we do not provide a remedy within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods for a refund. A lawful deduction for use may apply in some circumstances.

Return costs and packaging

Where a statutory faulty-goods remedy applies, we will cover reasonable return costs. This includes qualifying claims for goods damaged on arrival or not as described.

Please contact us before arranging transport so that we can agree a suitable return or collection method. You do not need the original packaging to exercise these rights.

For independent advice about your consumer rights, contact Citizens Advice or your local Trading Standards service.

Nothing in this policy excludes or limits your statutory rights.