FAQ

How do I return something to you?

Returns are FREE
You have 28 days from the item being delivered to you or available for collection to return it for a refund.
Refunds are made to the original method of payment and can take up to 10 working days to show on your account.

What do I need to do?
Simply use one of the returns labels that is included in your package. Instructions are included on the order invoice and labels.

All Click & Collect orders should be returned by courier 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 to arrange a collection.

Don't Forget...
Keep hold of your proof of postage - we may need to see it at a later date.
All returned items should be sent in their original condition and packaging including any labels. In the event that an item is returned to us in an unsuitable condition, we may send it back to you.

I would like to return a bike

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 to arrange a collection.

All bicycles must be returned in the condition they were received and packaged in the original box. 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.

I’ve paid with finance, how does returning my order work?

Orders paid for through Finance should be returned in the same way as non-financed orders.
You have 14 days to pay your Finance (V12) invoice.
Your right to return items isn't affected by this invoice period, and you'll only have to pay for the items that you keep.

You can read Klarna's returns info here.

I’ve purchased a face mask, can I return it?

Always check the product details section for information on whether the item is returnable. For items which can be returned we can only accept them back to us if they have been unused and are still sealed for hygiene purposes.

Please note, we cannot accept out-of-date or opened nutrition products returns.

What should I do if my refund is incorrect?

We're really sorry if we've made a mistake with your refund!
If this is the case please get in touch with our Customer Service team and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

How should I return item(s) featured in a special offer?

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 refund.

Have you received my returned items?

It can take up to 10 working days from the day after the date of your return for your parcel to be delivered back to our warehouse and processed.
We'll send you an email as soon as we've processed your return and let you know when you will receive your refund.

If your returns haven't reached us after the return’s timeframe, please get in touch with your proof of postage so we can help you further.

Can I return aerosols, liquids or batteries?

If you're returning aerosols, liquids or batteries these can only be returned using our DPD collection service as they are classified as Dangerous Goods. A returns label will be included in your package.
If you are unsure, please contact customer services.

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 within 7 days of receiving your parcel if there is an issue with any of the items you have received and we will try to rectify the issue as quickly as possible.

I would like to exchange an item?

Unfortunately, we do not offer free exchanges. All returned items will be refunded once they've been received by our warehouse. Need a different size or colour of an item? Simply place a new order!