FAQ

How do I return my item?

If you change your mind and decide you no longer want an item that we’ve delivered either to your local store or to your home address, we’re happy to offer you your money back. You will need to return the item(s) unused and in its original condition and packaging within 28-days from the date of purchase. Please use the returns labels that are included in your package. Instructions are included on the order invoice and labels. Please keep proof of purchase until we’ve confirmed your refund has been processed. Refunds are made to the original method of payment and account holder. All Click & Collect orders should be returned by post and not through the store used for collection.

If you would like to return a bike that has not been used or ridden and the order was placed within the last 28 days, please contact us with the following details to arrange a collection:  

•Your full name and collection address  

•Your order number  

•Your preferred date of collection (Monday to Friday only)  

•A contact number for the courier driver

All bicycles must be returned in the condition they were received and packaged in the original box. If you no-longer have the original box, please let us know and we can provide one at a cost of £25. Unfortunately, we are unable to accept bikes back that have already been ridden. If you find a fault with your new bike you should

contact us and we will direct you to your local Freewheel store who will be able to assist you. For bikes that were ordered through Click & Collect and delivered to a local Freewheel store, the store will be able to arrange a collection with us, however please note the store will not be able to issue the refund. Dangerous goods must be returned using the provided DPD label. If you are unsure, please contact customer services.

For health and safety reasons Face Masks cannot be returned or exchanged and we cannot accept out-of-date or opened nutrition products.

All returns are FREE. However, we reserve the right to refuse this free service on a case by case basis.

How do I cancel my order?

We aim to delivery quickly: For this reason we are unable to amend your order once it has been placed. To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to refuse delivery or follow our returns process within 14 days of receipt of your items. However, if you're returning a faulty item we will refund the postage once we've received the item back to our returns centre and verified the fault.

I'm not happy with the bike I purchased?

Purchased by Home Delivery:

If you want to return a bike that has not been used and the order was placed within the last 30 days, please contact us with the following details to arrange a collection:

• Your full name and collection address including postcode
• Order number and confirmation of which product is coming back to us
• Your preferred date of collection (Monday to Friday only)
• A contact number in case the driver needs to get in touch

If the bike is unwanted, there will be a charge for collection. You will need to package the bike as it was received in the original box. If you no-longer have the original box, please let us know and we can provide one at a cost.

Purchased by click and collect in-store:

We want to get it right: If you have purchased a bike from one of our participating bike stores and you feel that you are not satisfied with your bike, please contact us within 30 days. Our customer service staff will discuss the options available to you and quickly rectify the situation.

What warranty do I get with my new bike?

One Year Warranty: All bikes have a limited warranty and components are covered for one year from date of purchase - all to the original purchaser. Any part or frame failure that you would like to have inspected, as a warranty case should be first dealt with by the participating bike store where you originally purchased the bike from. If there is a case, then the aforementioned will be sent to us for further inspection and outcome. Please remember to provide your proof of purchase.

I have received a faulty or wrong item what should I do?

We aim to get it right every time: However, occasionally things may go slightly wrong. Please contact us immediately if there is an issue with any of the items you have received in your parcel. Please let us know within seven days of receiving your items to help us to rectify the issue as quickly as possible.

I appear to be missing some items - why is this?

Please allow some time: If your item(s) appear to be missing please contact us. Your order may arrive in separate parcels as we send orders from two main distribution centres. Please allow time for your additional items to arrive. Additionally, we are instructed by our couriers to wait for this stipulated time period before a parcel can be deemed as lost in transit. If there are delays we will make every effort to track down the parcel through our distribution network. During extreme weather conditions deliveries maybe delayed or backlogged.

What is your returns address?

Please complete our returns form: For Home Delivery orders please complete our returns form indicating the reasons why you wish to return products to us. Once completed please place the form in your parcel.

Please return your item(s) via the Post Office, remembering to get proof of postage, as we cannot take responsibility for lost parcels. Please don’t post your parcel through the post box without getting proof of postage first.

Download the UK returns label and remember to add your order number – you’ll find this in the Order History section on the My Account page. Please send your parcel to the following address:

Freewheel Returns
Roebuck Way
Knowlhill
Milton Keynes
MK5 8HL

CollectPlus:
Step 1: Write your Freewheel order number in the specified box on the CollectPlus returns label and stick it on your parcel, ensuring it covers any existing barcodes or labels. If you do not have a return label, you can print one for free by visiting collectplus.co.uk/freewheel.
Step 2: Drop your parcel off at any one of 7,000 locations offering the CollectPlus service. Keep your returns receipt safe until you receive your refund.
Step 3: We will credit you by reversing your original transaction shortly after your return has been checked and processed. Please allow up to 14 days to be refunded.
Step 4: Once your refund is complete, we will send you a confirmation email.
Step 5: Unfortunately, items over 10kg in weight, or larger than the maximum dimensions of 60cm x 30cm x 30cm, cannot be returned via the CollectPlus service. Please contact our Customer Service Team to arrange an individual collection.

How should I return item(s) featured in a Freewheel promotion?

Please return all items: From time to time we may run special promotions which feature multiple products. For example:

3 for 2
Buy One - Get One Free
Buy One - Get One Half Price
Buy X and receive a Free Gift.

If you decide that you would like to return any item(s) associated with these types of promotions then all of the items included in the specific offer must be returned. Failing to return items in line with the above, could results in a reduced credit being raised.