Refund policy

If you bought online, over the telephone or in person, you have a legal right to change your mind plus extra rights under our guarantee and however you bought you have rights under our guarantee

Your legal right to change your mind. For most of our products bought online, over the telephone or in person, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

Our goodwill guarantee. In addition, we, Twelfth City Cyclery of 318 Hexham Road, Heddon on the Wall, Northumberland, NE15 9QX, offer our UK customers a goodwill guarantee for most products bought online, over the telephone or in person, OR however they are purchased, which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).

Your legal rights

How our goodwill guarantee is more generous

14 days to change your mind, online, telephone,  and in-person sales only.

7 additional days to change your mind, online, telephone and in-person sales only OR however you bought the product.

You pay costs of return

We subsidise costs of return

When you can't change your mind. You can't change your mind about an order for:

·         services, once these have been completed;

·         products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

·         goods that are made to your specifications or are clearly personalised; and

·         goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 21 days after:

·         the day we deliver your product, if it is goods, for example a tyre. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

·         the day we confirm we have accepted your order, if it is for a service, for example a repair.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: Tom@TwelfthCityCyclery.com, or phone us on 07862355274

You have to return the product at your own cost. If your product is goods, for example, a saddle, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods but will be subsidised wherever possible as part of our goodwill guarantee. You can:

·         Bring the product to one of our stores by contacting our Customer Service Team: Tom@TwelfthCityCyclery.com You will need your email receipt and the card you paid with.

·         Send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for goods which can't be posted, see our Returns Process: Twelfth City Cyclery Returns, 318 Hexham Road, Heddon on the Wall, Northumberland, NE15 9QX.

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

You have to pay for services you received before you change your mind. If you bought a service (such as a repair) we don't refund you for the time you were receiving it before you told us you'd changed your mind.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the (product-branded) packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.

When and how we refund you. If your product is a service or goods that haven't been delivered or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.