Refunds & Returns

Last updated 25 August 2026. This policy sets out your rights as a consumer buying from us in the UK.

Your 14 day right to cancel

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most online orders within 14 days of receiving them, for any reason and without giving one. We allow 15 days. To cancel, email us at theteam@customersupport.care with your order number before that period ends. You then have a further 14 days to send the goods back.

Goods must come back in a resaleable condition, in their original packaging, with your receipt, order confirmation or other proof of purchase from this website. We refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back or of receiving proof that you have sent them. You pay the direct cost of returning the goods unless the item is faulty or we agree otherwise.

If you are buying from Ireland, equivalent rights apply under Irish law and we apply this policy in the same way.

Nothing we sell is made to order

Everything we sell is a standard stock item. Nothing is cut, altered or built to your measurement, so the regulation 28 exemption for goods made to a customer's specification applies to nothing in this range, and the full change of mind right covers every product.

That works in your favour. Because these are stock items, the exemption does not apply to them, and the full 14 day cancellation right covers a wall rack or a floor stand exactly as it covers the lights, locks and tools.

We would still rather you ordered the right thing first time. If you are not sure which rack suits your wall, how many bikes a pack holds, or whether a stand fits your frame, email us at theteam@customersupport.care before you order and we will work it out with you.

Faulty, damaged or incorrect items

This part applies to everything we sell. Nothing above affects it.

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for their purpose and as described. You have a short term right to reject and get a full refund within 30 days of delivery. After that you can ask for a repair or a replacement, and a refund if that does not resolve it. We pay the cost of returning a faulty item.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with parts missing, or contains something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right warehouse and is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further working days to show the money back on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

We cannot accept returns of items bought from a third party retailer rather than from this website.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 24 hours, so tell us as soon as you can and we will tell you where yours has got to.

If something goes wrong

If you are unhappy with how we have handled a return, email caseresolution@customersupport.care with your order number and a person will look at it again from the start. Your statutory rights are not affected by anything on this page.