Refund policy
Our Returns Policy
We strive to make shopping online with us as easy as possible. Generally, we’ll be happy to exchange or refund anything you’ve bought from us for up to 60 days from the date you receive it, so long as it’s in perfect, unused condition, in the original packaging with all tags attached. The only exception to this is bikes and frames or special orders, which can be exchanged or refunded for up to 14 days from the date you receive them.
Assuming the above conditions are met, we’ll happily refund or exchange your item in full, however, the cost of the return shipping costs must be paid by yourself. Of course there’s no charge for returns if it’s our error.
We’ll always try to help if you’d like to return an item you bought outwith the above timeframes so please email us about it first - a small restocking charge may also apply. Bikes and frames can’t be returned after 14 days from purchase.
Returning an item does not affect your statutory rights. You’ll find the official cancellation policy in our Terms & Conditions.
Want to return something?
To start your returns process, either download our Returns Form and send a copy along with your unwanted items back to us, or just drop us an email at shop@tweedvalleybikes.mom to explain what you need to return and why. Then, simply re-package the item securely and send to:
Tweed Valley Bikes Returns
60 High Street
Innerleithen
Scotland
EH44 6HF
United Kingdom
We strongly recommend using a recorded delivery service when returning items as we cannot be held responsible for packages that are lost in transit.
We regret that no return postage charge can be refunded for returned items unless the item is faulty or sent to you in error.
Returning Item(s) for Exchange
We cannot process an exchange on returned items. Any returned items will be refunded back to the original payment method.
Faulty Goods
We try to ensure that all goods supplied by Tweed Valley Bikes are of the highest quality. However, if you do receive an item that is faulty, we can either exchange it for a replacement or give you a full refund.
Before you post the item back to us email us at shop@tweedvalleybikes.mom including your order number and explain if you'd like a refund or a swap to another item.
Repackage the item(s) securely, making sure you include your details.
Write the following address on the package:
Tweed Valley Bikes Returns
60 High Street
Innerleithen
Scotland
EH44 6HF
United Kingdom
After we have examined the returned goods, if the item(s) are deemed to be faulty, you will receive a refund for the return postage charge.
Items that you can’t return
Anything that’s missing its tags or isn’t in a perfect, new and unused condition, including all its packaging.
Anything else?
For any other enquiries please call us on 01896 831429, or email shop@tweedvalleybikes.mom.
Our customer service team is generally available 7 days per week, between 9am to 5pm, with the exception of some public holidays, and we always aim to respond to emails within 24 hours.