Oh dear. It’s all gone wrong and you’re not happy. We’ll do whatever we can to make this better and here’s how.
When We’ve Messed Up
We work hard to ensure all our products are of the highest quality, when this doesn’t happen we’ll always send a replacement. No questions asked.
If we’ve sent you something that arrives damaged contact us within 3 days of receiving it and we’ll send a new one.
If we’ve sent you something that breaks within 14 days of receiving, contact us within this period and we’ll send a new one.
If we have made a shipping error and sent you the wrong product, please contact us immediately so we can rectify this issue for you. All freight costs will be on us.
Returns and Exchanges
If you’ve ordered the wrong part please do not hesitate to return it and select any other item available on the web store. You can also request a store credit or a refund.
On sale items, due to the low prices offered and short supply of stock on this web store, exchanges may not be possible.
Please contact us within 3 days of receiving your order to discuss the possibility of an exchange or refund.
Returned product must be accompanied by a completed returns form, which we will provide when you contact us to discuss your return.
We strongly recommend using a tracked postal service with insurance as lost product is your responsibility.
Returns must be received within 14 days of the date you contact us about your return.
Items must be un-used and un-damaged, returned complete with original packaging. We reserve the right to reject any item that does not meet these requirements.
If we are satisfied with the condition of the returned product, we will contact you to confirm your exchange, refund or store credit.
Shipping charges are non-refundable, except in cases where we have made a shipping error or there is a warranty issue. Shipping of any exchanged product back to you is the responsibility of the customer; please send postage when you return your product. The only exception is in the situation where we have made a shipping error or there is a warranty issue. We are not responsible for the loss or delay of these returned packages and strongly recommend you use a track and trace option.
Refunds can only be issued via your original payment method or alternatively for a store credit.
We reserve the right to limit returns or to charge a re-stocking fee or to refuse return if the above conditions are not meet.
If you are not 100% satisfied with the performance of any Bro Bike product, please do not hesitate to contact us to discuss the issue.
Warranties will be accepted or declined after evaluation. If your warranty is accepted, you will be offered a replacement item if available, a store credit or a refund. We will discuss the action that will be taken with you.
Warranty is not accepted:
- Without evidence of purchase (We can check this through the website)
- An item is damaged due to misuse, neglect, or being otherwise ragged by you.
Contact us directly about any warranty issue, and we’ll get back to you immediately to start the process.
If we require an item returned we will provide you with a returns form. This is necessary so that we can process your warranty when we receive it. We’ll cover all the postage and will let you know the best way to return the product to us.
Once we receive the product, we will evaluate the issue. We reserve the right to refuse warranty and contact you with outcome.
If the product is deemed faulty we will Repair, Replace or Refund in line with the Consumer Guarantees Act (CGA).
Note: Please do not send items to us without first contacting us, items without a returns form will just confuse us.