• You have 30 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.
• Charges apply.
What do I need to do?
Please repackage the item(s) with original labelling intact. For parcels that are 10kg or less, nor exceed dimensions of 50 cm x 50 cm x 60cm apply the returns label provided (DPD or Royal Mail) to the front of the package. Then drop the package off at your nearest DPD Pickup shop (www.dpd.co.uk/pickuplocator) or Post Office (www.royalmail.com/services-near-you).
For larger or heavier items that have not been used or ridden, we can often save you money on return postage by using our couriers. We charge £15 for bulky/ high value items and £60 for bike collections. Please contact us to arrange a collection.
Click & Collect bikes can be returned via the store. Other Click & Collect items should be returned by courier and not through the store used for collection.
• 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.
Check out our Returns Policy for more information.
If you would like to return a bike that has not been used or ridden and the order was placed within the last 30 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. 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.
We charge £60 for bike collections. Please contact us directly to arrange.
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 information here.
Always check the product details section for information on whether the item is returnable. For health and safety reasons, face masks cannot be returned for a refund unless they have been unused and are still sealed for hygiene purposes.
We cannot accept out-of-date or opened nutritional product returns.
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.
From time to time we may run special promotions which feature multiple products.
• 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.
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.
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.
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.
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!
Please read and fully understand this policy before returning goods to us.
If you receive an order and find you have changed your mind or the item just isn’t right for you, don’t worry. Items delivered within the UK can be returned for a refund within 30 days from the date of purchase (subject to exclusions outlined below). We have extended our Christmas returns period. Purchases made between 10 October and 2 January 2024 can be returned up until 10 February 2024.
Please return your item(s) unused and in their original condition and packaging (with labels intact) – just as you received it. We provide a pre-paid peel off returns DPD or Royal Mail label with the majority of parcels that are 10kg or less, nor exceed dimensions of 50 cm x 50 cm x 60cm.
For larger or heavier items, we can often save you money on return postage by using our couriers. We charge £15 for bulky/ high value items and £60 for standard bike collections. Please contact our customer service team for assistance.
All items are inspected upon arrival at our warehouse and refunds are then made to the original method of payment and can take up to 10 working days to show on your account.
If there’s a problem with an item you have received or if you believe a product is faulty, please contact our Customer Service team so we can assist you. We will refund standard postage costs up to the value of £10 if a product is deemed damaged, defective, or not as described.
Unfortunately, we do not offer 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.
Initial shipping costs incurred are non-refundable.
In the case of partial returns, Freewheel reserves the right to void any discounts and the customer will be liable to pay the full listed price advertised online.
Any damage caused in transit - as a result of inadequate packaging - is the responsibility of the sender. Signing for items that have clearly been damaged by the courier is the responsibility of the receiver.
Please be aware that Lithium ion batteries, or products marked as a ‘dangerous goods’ [such as degreaser] cannot be shipped using our pre-paid return labels. If you need to return any such items please contact us beforehand.
See below the exclusions to our Returns Policy:
• For health and safety reasons face masks cannot be returned for a refund unless they have been unused and are still sealed for hygiene purposes.
• We cannot accept out-of-date or opened nutritional products returns
• GPS watches or cycle computers can only be returned if unregistered
• For hygiene reasons, any intimate garments, such as underwear or trisuits, can only be returned if the items are unworn (with protective packaging intact)
• Gift vouchers cannot be returned
• Zwift vouchers can only be returned if unused and unregistered
• Products received past 30 days from purchase cannot be returned unless in within the Christmas extended returns period
• Items that have been opened or unsealed cannot be returned
• In the unlikely event a product is returned in an unsatisfactory condition we may have to send it back to you
• Products which have been damaged in return transit due to insufficient packaging may be refused or subject to a restocking fee
Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.
This Return Policy does not affect your statutory rights.