Refund policy

🔁 Refund & Returns Policy

Thank you for shopping with Five Valley Cycles. We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

🔄 Returns

We accept returns on most items within 30 days of purchase. To be eligible for a return:

The item must be unused, unassembled, and in its original packaging
You must provide proof of purchase (receipt or order number)

Items that cannot be returned include:

Custom-built bikes
Gift cards
Special-order items
Items marked as "Final Sale"

🔧 Bike Returns

If returning a bicycle, it must be:

In new, unridden condition
Returned with all original accessories, manuals, and tags

Please contact us before returning a bike — we may need to arrange inspection or collection.

🔁 Exchanges

If you’d like to exchange an item for a different size or product, please contact us first at info@fivevalleycycles.co.uk to confirm availability.

💸 Refunds

Once we receive your returned item and inspect it, we will notify you via email. If approved, your refund will be processed to your original payment method within 5–7 business days.

Shipping fees are non-refundable unless the return is due to our error.

📦 Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance for high-value items.

If you'd like to return an item, please email us first at info@fivevalleycycles.co.uk with:

Your order number
The item(s) you wish to return
The reason for return

❗ Damaged or Faulty Items

If you receive a damaged or defective product, please contact us within 48 hours of delivery. Include photos if possible, and we’ll resolve it as quickly as we can — either by replacement, repair, or refund.

📍 In-Store Returns

If you purchased in-store, you can return the item to our shop within 30 days with your receipt. Refunds will be issued to the original payment method.

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