Returns, Refunds and Warranties
At True North Cycle Hub we want you to be happy with your purchase and we inspect everything thoroughly before we send it out. We also carefully package everything to prevent damage.
We feel that you should be totally satisfied with your purchase from True North Cycle Hub, If, however, you wish to return an item as unwanted you can return it within 14 days of purchase. Please note that we require you to contact us by email and quote your order/receipt number and reasons for return prior to sending the item back. Please see below for important details on the condition of an unwanted item return.
Return costs are payable by customer, also see courier collections.
If you want to return an unwanted item, the item must be unused, in its original condition and suitable for resale (the items must be in an “as new” condition and in the original packaging including labels, stickers, additional accessories etc.). If reasonable care has not been taken of the item prior to our receipt, resulting in damage or deterioration of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied by the invoice/receipt with details of the reason for return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure method of delivery e.g. signed delivery. The customer is responsible for any delivery charges incurred for the return of an unwanted item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable, this particularly applies to any boxed item, the box must not be used as external packaging!
Note: All bikes, especially e-bikes require regular, routine cleaning & maintenance to operate satisfactorily. There is always a bedding in period when new where things may sound not as expected, we strongly suggest you give us a call to discuss these potential issues in person before you raise a warranty return. This will save unnecessary expense and time.
Warranty claims will not be accepted where it is apparent that unsatisfactory maintenance or incorrect use of the bike has been carried out, or the goods have been subject to misuse or abuse. Frames, suspension and motor systems are the only items covered by manufacturers warranty. All other items on the bike/ebike are regarded as consumables, and will only be replaced if defective, and notified within 24 hours, upon receipt of delivery.
In the unlikely event that an item is faulty, in the first instance it may be worth taking it to your local bike repair centre to ensure its not just a minor issue that can be corrected instead of a warranty issue. Genuine warranty issues may returned for investigation and repair within the period of warranty (as stated by the manufacturer of the faulty part), this is only for bikes/ebikes purchased from True North. Faults arising from poor/improper use are excluded from this returns policy. If a returned item is found not to have any manufacturing faults after testing, delivery costs back to customer, will be payable by the customer, payment of these is required to be paid in full before the warranty item is returned.
If you decide to use another dealer/repair centre to resolve any issues with a suspected warranty claim, True North Cycle Hub will not accept any claims for payment. We will liaise directly with the dealer/repair centre, who must be an authorised dealer and/or repair centre for the manufacturer in question. Any parts replaced by others then become the liability of the dealer/repair centre where the warranty is undertaken.
It is the responsibility of the customer to return the item back to True North Adventures & Cycle Hub Limited, for warranty assessment, including any associated costs.
Should in the unlikely event that we send a wrong item, we will at our expense, arrange a courier collection or supply a pre paid postage label to enable you to return the incorrect item to us. Once we have received the item back we will issue you a replacement item.
Please check your purchase upon arrival. If you notice any damage to the packaging please sign for it as damaged and notify us within 24 hours. Please take photos and email to us, we will arrange a courier collection or supply a pre paid postage label to you to enable you to return the damaged item. Once we have received the item back we will issue you a replacement item should a replacement be available.
Courier collections for returned goods and warranty claims, can be arranged for you and are charged at £21.99 for fully assembled bikes and £49.99 for electric bikes (tyres and handlebars may need to be removed). Adequate box and protection is the responsibility of the customer (photos showing condition of the bike prior to packing and boxed will be required), and True North Cycle Hub will not accept any liability for items received damaged. We can provide a new box and packaging materials at a cost of £17, payable in advance. . Missed collections are charged at £15 so please ensure you are available on the day that the collection is booked for.
The customer can expect to receive the refund of the cost for the item within two weeks of us receiving the item (assuming satisfaction with the condition of the product).
To speak to someone about a return, please give us a call on 01538 300517