Terms & Conditions

Terms & Conditions

Applicable Date

(Updated 19th March 2018)

Applicable Law

These Terms & Conditions shall be governed by and construed in accordance with the laws of England and only the English courts will decide any disputes. 
These Terms and Conditions govern the supply of goods sold by Freewheel who are a trading division of Madison who’s registered number is 706712, and its registered office is: Buckingham House, West Street, Newbury RG14 1BD United Kingdom. Our VAT number is 578 4195 93. 
Please read through these Terms and conditions before entering the site, and print a copy for your records. 
Please also read through our Privacy Policy to understand how we use your Personal information. 
We reserve the right to change these terms and conditions at any time. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

Customer Account

Certain website services will require registration and subsequent access to those services will be subject to an approved login name and password ("Password Details"). Information that you provide on this website must be accurate and complete. All Passwords Details are accepted and may be withdrawn at our sole discretion and are exclusive to you and non-transferable and must be treated as strictly confidential at all times. In the event that you have any concerns regarding your Password Details or become aware of any misuse then you must inform us immediately see (contact us) for more information and full contact details).

Order process

All orders that you place on this website will be subject to acceptance in accordance with these terms and conditions. 
The 'confirmation' stage sets out the final details of your order. Following this, we will send to you an order acknowledgement email detailing the products you have ordered. Please note that this email is not an order confirmation or order acceptance from Freewheel. 
Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it (please refer to Returns policy. Reserve & Collect.For  orders, completion of the contract between you and us will take place when the products ordered have been collected from the designated Partner store and payment in full made to the Partner Store.

Delivery (Direct to Home / Store)

This website is only for delivery of products to customers in mainland UK ,Northern Ireland, We cannot deliver to BFPO addresses. All goods must be signed for by an adult aged 18 years or over on delivery. 
Delivery charges and estimated timescales are specified in the Delivery section and also when you place an order. We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable due to unforeseen factors. Freewheel shall be under no liability for any delay or failure to deliver the products within estimated timescales. 
Risk of loss and damage of products passes to you on the date when the products are delivered to you or are left with a person or place nominated by you.

Delivery Reserve and Collect

Delivery of Reserve & Collect products to Partner Stores in mainland UK Northern Ireland Scottish Islands, Isle of Scilly & Isle of Man and Southern Ireland. We cannot deliver to BFPO addresses. 
Reserve & Collect Services are available on all goods marked as” Available to order in store" on our website.

Ordering Reserve and Collect

In accordance with clause Orders Process above ,acceptance of your order and the formation of a contract between us will take place when the Partner store hands the purchased goods over to you at the in store collection point and payment in full is made.
If you need to cancel your order after you have submitted it, please call our Customer Services Team on: 0208 385 3400 or email customerservice@freewheel.co.uk

Collection Reserve & Collect

Whilst placing your order you will be asked to confirm which Partner Store you wish to collect the item /s from. You must collect the item from the partner store that you select once confirmation via Email or Telephone has been received that the order is ready for collection. 
If your item is shown as in stock at the Partner Store, this can usually be made available for collection from 12 pm the next working day subject to email confirmation.
Items are available for collection from Partner Stores only during normal opening hours for the relevant Partner store as set out on our website Link to store Finder for details of opening hours and locations.
For the purchase of Bicycles or frames with the exception of Adventure Bikes we are bound by law to carry out a PDI (Pre Delivery Inspection) build of your Bicycle before you can collect your Bicycle from the Partner Store. When you collect your goods you must bring your order confirmation email and form of payment, which will be made directly to the Partner Store. 
If you do not collect your order within 7 days then the relevant Partner Store will cancel your order.

Price & Payment

The price payable for the goods you order or purchase is as set out on our website at the time you submit your order. All prices include the current applicable VAT rate unless otherwise stated. Occasionally, an error may occur and goods may be either incorrectly priced or described in which case we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. We reserve the right to correct any errors from time to time. We will either cancel your order or refund the price you have paid or use reasonable endeavours to contact you and ask you whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid. 
We must receive payment for the whole of the price of the goods you order and purchase, and any applicable charges for delivery, before your order can be processed.
For website orders, payment can be made by most major credit or debit cards or PayPal, by completing the relevant details on the checkout page. 
By using a credit/debit card to pay for your order or purchase, you confirm that the card being used is yours or that you are authorised to use it. By using PayPal you confirm that the PayPal account being used is yours. 
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. All PayPal payments are subject to authorisation by PayPal. If the issuer of the card or PayPal refuses to authorise payment we will not accept your order or purchase, we will not be obliged to inform you of the reason for the refusal, and we will not be liable for the item not being delivered or provided to you. We are not responsible for the card issuer or bank charging the holder of the card as a result of our processing of your credit/debit card payment in accordance with your order or purchase or if PayPal charges you for making the order.  Additional Terms and Conditions for payments made by paypal can be found at www.paypal.co.uk (this link will open in a new window). (freewheel.co.uk is not responsible for the content of external websites.) . 
For Reserve and Collect orders where payment is made at the time of collection in store, the price you pay is the price specified online, if on collection it is the case that the item has come down in price, the price you pay will be at the Partner store rate, you will not be expected to pay in excess of the Online price specified. 
We reserve the right to cancel reservations without notice to prevent any activity, which we deem to be fraudulent, or abusing the Reserve and Collect process. 
Payment can be made by any method specified at the checkout.
Title to any products you order on this website shall pass to you on delivery of the products provided that we have processed and received payment in full for the products. For Reserve & Collect orders, the title to products shall pass to you once the goods have been handed over to you in the Partner store and the Partner Store has received payment in full. 
All prices are shown in £s sterling and include VAT (where applicable) at the applicable current rates but exclude delivery charges, unless expressly stated otherwise (see Home Delivery and Reserve and Collect)

Returns, Cancellations and Substitutions

We will refund orders deemed as Home delivery within 28days of purchase, provided you have proof of purchase and the product is un used and in its original packaging. Refunds will be made to the original method of payment and account holder. Please contact our Customer services team to discuss our returns process. For bicycles ordered online you will need to call customer services on 0208 385 3400 to arrange a return pick up.Items that are labelled as Dangerous goods must be returned via DPD utilising the return label provided. Dangerous goods are solids , liquids or gasses that are potentially harmful to human, animal or environment as classified by the UN such as aerosols & batteries.Products such as food, some clothing and facemasks are excluded customerservice@freewheel.co.uk this does not affect your statutory rights. 
For Reserve & Collect orders, should you be unhappy with the items collected from your nominated Partner Store, please return the item(s) to this store in a Un used and in its original Packaging. As the final transaction was completed with the Partner Store they will be able to process your Refund or an exchange please see our Returns process.


All goods are subject to availability. While freewheel and our Partner Stores work diligently to hold sufficient stock to meet all orders and purchases, should we have insufficient stock to supply or deliver the goods ordered and paid for or reserved by you, we will attempt to contact you using the details you have provided to us to ask you how you wish to continue with your order. We may part deliver parts of the order which are available. Where goods are out of stock and you have paid for these goods in full, we will refund you the price paid for such goods as soon as possible and in any case within 14 days.

Manufacturer's Warranties & Guarantees

Any manufacturer's warranty, guarantee or similar assurance applies in addition to your legal rights if you are a consumer. 
Where applicable, details of manufacturers' guarantees or service arrangements will be provided with the Goods. In respect of Goods sold through freewheel and part of the Madison product range (only), our customer services team will initially deal with after sales service and warranty/ guarantee claims. In relation to Goods purchased from Approved Partners, you should contact them directly to discuss service, warranty and guarantee claims. Any manufacturer's warranty, in the case of extended warranty these must be registered within 28days of purchase –please refer to the individual manufactures documentation, Warranty, guarantee or similar assurance applies in addition to your legal rights. we do not have any responsibility or liability under or in connection with any such warranty, guarantee or assurance. For help please email or call customerservice@freewheel.co.uk 
All warranties are non-transferable and only apply for the original Customer. This does not affect your statutory rights if the Goods are faulty or not as described.

intellectual Property

The intellectual property rights to all material and content within this website is available for your personal non-commercial use and that you may only download such material and content for the purpose of using this website. You further acknowledge that any other use of the material and content of this website is strictly prohibited and you agree not to copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

Liability and Indemnity

Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraudulent misrepresentation, or any other liability, which may not otherwise be limited or excluded under applicable law. 
Freewheel will use reasonable endeavours to verify the accuracy of any information on the site but makes no representation or warranty of any kind express or implied statutory or otherwise regarding the contents or availability of the site or that it will be timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the website Freewheel will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website and Freewheel accepts no liability of any kind for any loss or damage from action taken or taken in reliance on material or information contained on the site.

Customer Reviews

Feefo are our review generators and are acting on behalf of Freewheel. They are only permitted to use your data to request a review from you. They will only use your contact details for market research and not use them for any other purpose.


Freewheel shall be under no liability for any delay or failure to deliver products or otherwise perform any obligation as specified in these terms and conditions if the same is wholly or partly caused whether directly or indirectly by circumstances beyond its reasonable control. 
If any portion of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these terms and conditions shall not be affected. 
No delay or failure by freewheel to exercise any powers, rights or remedies under these terms and conditions will operate as a waiver of them nor will any single or partial exercise of any such powers, rights or remedies preclude any other or further exercise of them. Any waiver to be effective must be in writing and signed by an authorised representative of Freewheel. 
These terms and conditions including the documents or other sources referred to in these terms and conditions supersede all prior representations understandings and agreements between you and freewheel relating to the use of this website (including the order of products) and sets forth the entire agreement and understanding between you and freewheel for your use of this website.