Shipping & Returns
Unwanted and exchange items
Goods which prove unsuitable may be returned for a refund or exchange if they are returned to us within 14 days from receipt date. This allows UK and EU customers to cancel their order up to 14 days after receipt of their goods.
Goods are returned unused (and not having been fitted to a bike etc.) and in as-sold condition in original packaging.
Items need to be wrapped or boxed up. Please do not directly stick labels or write on the item or the item's original packaging.
Please include a copy of your receipt. For your protection, please keep your proof of posting.
We are sorry but we are unable to cover or refund postage costs.
We will consider the overall condition of the item/s returned prior to making a refund.
The right to return goods to us as above state does NOT apply in the following situation:
Special Orders - Any order which has been customised to the customers requirements are not returnable except if they are faulty or incorrect.
Returns are usually handle within 2-3 working days but in some situations refunds can take up to 14 days. This return policy does not affect your statutory rights.
For safety reasons all refunds will be issued to the same PayPal account or credit/debit card which were used to pay for that order.
Overseas Exchanges
Due to overseas return postage and duty charges we are unable to process exchanges for returned items from outside the UK. Please reorder as required and return the unwanted item for a refund.
Out of Stock Exchanges
If your requested exchange item is out of stock at the time of receipt by us, you will be notified and a refund will be processed.
Warranty returns
If you have an item that you need to return to us due to a fault within its warranty period please contact us first as we may be able to offer advice over the telephone or via email (hello@drfixie.co)
In the event that you need to post an item back please include a copy of your receipt together with full details of the problem. This will help us to process your return faster.
Goods must be returned in a clean condition.
We are sorry but we are unable to refund postage costs.
International Returns
Returning goods from outside the EU? If you are returning goods from the USA, Japan, Australia etc. please note the following requirements.
On form CN22/CN23 you must state RETURNED GOODS - FAILED SALE, and put ZERO as a value in the package value box. Failure to do so will result in the parcel getting delayed in customs and being returned.
Damaged goods
Any damage to the product caused during transportation needs to be report within 24 hours of delivery. We will confirm the damage and if a claim is found valid the products will be collected.
A replacement or full refund will be provide if goods are no longer in stock. We reserve the right to request photographic evidence to prove damage claims. We cannot be held responsible for damages resulting from shipping or negligence if notify after 24 hours of the goods being delivered.
Incorrectly supplied goods
We will rectify the problem as soon as possible. If you are in the UK, and need to return an item due to a mistake on our part please contact us immediately and we will email you a returns label so you can send the goods back at our costs. If you are located overseas, please return the item using an economy service, with the package marked "ZERO VALUE FAILED SALE", and we will reimburse your reasonable shipping costs.
Please note - we must be informed of any errors within 14 days of purchase date.
Duties And Taxes
If living outside EU you will be responsible for any extra charges incurred due to import duties or taxes on goods. We recommend to check this with your countries tax office prior placing your order.
Our address for returns
Please contact us via email (hello@drfixie.co) and we will provide you with an address for the return of your goods
Delivery services
We aim to dispatch all orders within 24 hours of receipt. This excludes Public Holidays and Bank Holidays. If we cannot dispatch your order within 48 hours we will contact your by telephone or email.
Both UK and European orders will be shipped using a named courier service. We cannot be held responsible for delays in deliveries once under the care of the shipping company. We may notify you of any such delays.
Delivery cost
The exact shipping cost will be calculated on your shopping cart.
Important
All of the goods we post require a signature on delivery so it may be best to have the goods delivered to an address where someone is in during the day (i.e. work).
Thanks,
Dr. Fixie
Stay healthy & ride safe 😀 🚴