Bay Cycles is a trading name of Ride the Bay Limited. All mentions of Bay Cycles henceforth are therefore mentions of Ride the Bay Limited
In the unlikely event that you are dissatisfied with your purchase please feel free to return your goods within 14 days of dispatch for a full exchange or refund. Any item (excluding food and underwear) can be returned to us for any reason provided it is returned in ‘showroom condition’, with its original packaging, tags and a valid receipt/delivery note.
It is your responsibility to ensure that the item is returned to us in a safe and secure manner, and in the event of a refund or exchange, in a saleable condition (in original packaging and including all warranty, cards, manuals and accessories).
Return Items by Post
You should always keep proof of postage and we advise you to use a ‘signed for service’ when returning goods.
Send your package using a recorded delivery method (always keep a copy of your receipt!) to the following address:
15 Fore Street
Bike and Bulky Item Returns
If you wish to return your bike to us please keep it in the box it arrived in and call us on 01803 316785 and we will arrange a collection.
Please note the following:
- If we have sent you the incorrect bicycle, we will cover the cost of collection and delivery of the correct model.
- If we have delivered the bicycle you ordered, but upon inspection, you decide it is not the bike for you, we will charge you a minimum of £25.00 for the collection.
Please do not ride the bike as a full refund cannot be given if the bike has been used or damaged.
Return Items to a store
The item must be returned in ‘showroom condition’, with its original packaging, tags and with a valid receipt/delivery note.
Wrong size or you don’t like the item?
If returning items that are not suitable, for either refund or exchange, you are responsible for the delivery cost in returning it to us. You should always keep proof of postage and we advise you to use a ‘signed for service’ when returning goods.
New Faulty Items/ Wrong Item Received
If you have received items that are faulty or not what you ordered send them back to us (using the steps above) and we will cover the delivery cost of the return if it is within 14 days of delivery. If we have supplied the correct product, it is not faulty or it is outside of the 14 days we cannot be liable for your postage charges. You should always keep proof of postage and we advise you to use a ‘signed for service’ when returning goods.
If you have received items that are faulty please send them back to us using the steps above. Please include a covering letter describing the fault and if you would like the item replacing or refunding. Once the item arrives back at our Mail Order Centre you will receive an email notifying you about the progress. Faulty items are then forwarded onto the suppliers to confirm the warranty issue. Please be patient with us as we need to receive this confirmation from the suppliers before we can process your request for a replacement/refund.
When returning the item please use Royal Mail Signed For* so that you have a tracking reference just in case! If your item arrived faulty we will refund your postage cost. If the item was in full working order at the time of delivery to you, we cannot refund your return postage cost.
*In the event that you return a faulty/incorrect item, we will refund your postage charge as long as it is Royal Mail 1st Class Recorded or a lesser value service. We do not refund premium services.
Refunds will be processed using the same method of payment used for the original purchase. Credit and debit card refunds must be made to the card used for the original transaction. Due to the high incidence of fraud we regret that we are unable to offer any refund without a valid receipt/delivery note.
Refunds will be made for faulty or incorrect items, including any delivery charge incurred by the buyer (excluding ‘Special Delivery’) in the return of the item. If the products you ordered are delivered to you in good condition but you wish to return them for any reason we will refund the full value of the goods excluding any carriage charge upon receipt of your returned goods.
Items won’t be considered lost until after 15 working days of items being dispatched. Once the 15 working days are up we will issue a refund or replacement.
Not received your order?
If you have not received your order please call us on 01803 316785 and a member of staff can confirm the shipping date. Unfortunately, we cannot consider an item to be lost until 15 working days have passed (according to Royal Mail procedure). Once the 15 working days have passed we will be able to issue a full refund or resend your order.
You must claim for a lost order within 30 working days of dispatch. Claims made after 30 working days may no longer be eligible for a refund.
Click and Collect
Once your order has arrived in store we will send you an email to make you aware it has arrived and is ready for collection. We can hold your click and collect order for up to 21 business days. After 10 business days we will send a reminder email.
If the order has not been collected after 21 business days the item will be returned to stock. There may be charges for this process and a refund cannot be guaranteed.
If you are unable to collect your order in the correct time, or have changed your mind, please contact us as soon as possible and we will issue a refund.