At Les's Cycles, we pride ourselves on providing a first class experience for all our customers. We'll help in any we can and we've made our policies as clear and easy to understand as possible.
I no longer want my order and wish to return it
We're sorry to hear you wish to return your order and if there is anything we can do beforehand, or there was something wrong, please call or e-mail us so we can help! You are free to return your order to us within 14 days of receiving it. All you need to do is e-mail us to let us know and we'll send you further instructions along with a Authorisation Reference. You will also need to read on below to see terms regarding condition, timing and other factors that are applicable. You must contact us to receive an Authorisation Reference before sending anything back.
All items from your unwanted order must not be used, in their original new condition and ready for resale with all original packaging materials. If an order is returned in a condition other than previously stated, the return may not be accepted and will be returned to you at a charge of £40, this is why it is important that you look after and do not use any item without care. You must include a note including your order number, name and and address and reason for return along with the Authorisation Reference. All customers are responsible for orders being returned to us so we highly suggest using a secure service with appropriate coverage, as we are not responsible for lost items. Contact us if you wish to arrange a courier collection, available at a charge dependent on the individual order details. Once again, we must emphasise that all packaging, tags, stickers or anything else must be in the original condition and not tampered with, damaged or otherwise neglected.
My order from the last 14/30 days contains a faulty item, what do I do?
Although unlikely, occasionally items may have a manufacturing fault. Within the first 14 days we will replace or refund any faulty item. Please contact us immediately upon discovering the fault so that we may assist you with a return or replacement. Faults that have developed from accidental damage, improper use or neglect are not covered. All items will be inspected carefully by trained experts and matched up to the original item sent -- if after this testing it is determined by us that improper customer usage or care is at fault, you will be required to pay for the item to be returned to you, with charges available by request, no refund or exchange will be granted in this case. If we paid for a faulty item to be collected from you, this charge will also be liable to be paid by the customer before the item is returned to you.
A product that is returned to us after 14 days but within 30 days from the order bring received will only be exchanged for the same item or brand new components/replacements will be fitted where possible. We are unable to refund any items in this case.
My order from more than 30 days ago is faulty, what do I do?
In this case, you will need to contact the manufacturer and follow the terms of their warranty, which is usually at least 12 months but longer in some product ranges.
You sent me the wrong item! Help!
Oops. We're really sorry about this, and in the unlikely event that it happens, we will arrange to have the order or item collected at our cost or provide you with a pre-paid option. In some cases we may need you to return the item and we'll credit you. The best thing to do is just email or call us and we'll get it sorted for you. Please note that you must let us know about any wrong items within 48 hours of the order being received.
My order has been damaged in transit
If you notice any damage to the box/packaging of your order when the courier delivers it, please advise them that you wish to sign for it is damaged. Or sign for it as Damaged. If there is damage to any item or fault arising from the delivery, please then notify us by getting in touch by phone or email within 48 hours of signing for or receiving it. Please photograph any damaged packaging and damaged items and email them to us, this will allow us to deal with your issue more quickly.
When will I receive a refund or replacement?
We aim to refund or replace all returned orders within 10 days of receiving them.