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Escape Bike Shop Returns Policy

Online Web Mail Order Returns Summary
  • We offer a 90 day returns period for items that are unused and still in their original packaging.
  • Please get in touch with us if you would like to discuss a return. You can phone: 015242 41226 or email: [email protected].
  • If you would like to exchange an item, we will happily send out a replacement product free of charge.
  • We will only refund return postage costs on damaged/ faulty goods and not if you have changed your mind or ordered incorrectly.
  • If you would like us to arrange collection via courier then we can do so. Postage labels are also available. We can only refund up to £10 for private postage of faulty or damaged items.
  • Refunds will only be returned to the original payment method — this may take up to 5 working days to appear depending on how you paid, starting on the day that your refund is issued by our returns team.
  • We are unable to accept returns where the goods or packaging has been used, lost, damaged or is otherwise not in the condition you received it in. Bikes must be returned in a securely-packaged bike box in the same manner they were packed by us..
  • We cannot accept returns on food, energy products, videos, DVD's, face masks, personalised goods, software, gift vouchers, safety equipment or under garments.
  • We are unable to offer a refund without proof of purchase.
It is your responsibility to inspect your goods upon receipt to ensure they are what you have ordered. Once goods have been used it will be considered an acknowledgement that you are happy.
Initial shipping costs are non-refundable (unless the item is faulty).
When returning your order under warranty please make sure any items of clothing, footwear or bikes have been suitably cleaned - failure to do this may delay or invalidate your warranty claim.
Any damage caused in transit - as a result of inadequate packaging - is the responsibility of the sender (Escape Bike Shop). Signing for items without making note that the packaging is damaged that has clearly been damaged by the courier is the responsibility of the receiver (You).

Returning your item using our services

We can often save you money on return postage of large or heavy items by using our couriers: we charge a flat fee of £60 for bike collections and £20 for oversized/high value items.

Remember, if items are faulty, damaged or not as described then we can only refund up to £10 for return postage. In these instances we strongly recommend that you use our returns services.
We recommend you obtain proof of postage or use a tracked service, as we cannot be held responsible for goods lost or damaged in transit. Please ensure that the service you use covers the value of the goods in the parcel.
Refunds and/or exchanges will be issued once the products have been received and inspected by Escape Bike Shop and after any postage charges have been applied.
We do not offer free returns because we aim to keep the cost of the product as low as possible. Of course, if goods are found to be faulty, damaged or not as described, we will reimburse any cost incurred up to £10.
Items that are faulty, damaged or not as described
If the item that has been received is faulty, damaged or not as described then we will cover the cost of return postage [up to £10] and offer a refund or exchange. In these instances we would always recommend using our own shipping services.

Important information to note about returning faulty, damaged or not as described items:

Escape Bike Shop issue no warranties, all warranties are issued by manufacturers. For this reason we may need to send your goods to the manufacturer for inspection before taking any action. Please see the relevant manufacturer's website for full warranty information.

Only products that are faulty, damaged or not as described from ourselves are eligible for free postage and returns/ exchanges. If damage has been caused through wear and tear, improper care, assembly or some other factor beyond our control then it will not be covered.

Once an item has been used, or if packaging has been damaged/discarded it can still be returned to us, however we/and the manufacturer reserve the right to offer a repair, replacement or partial refund.
Remember it is your responsibility to ensure that returned items are packaged appropriately - any damage caused in transit [as a result of inadequate packaging] will be chargeable.

Please note: we cannot accept any cycle warranty claim or return for incorrect pedal fitment or damage to crank arms caused by incorrect assembly. If the wheels on the bike you've ordered becomes untrue through use, it is not covered under warranty. If the rear derailleur hanger is bent or snapped and any associated components damaged due to impact or misuse of gears, this will not be covered under warranty.

We always recommend having your bike assembled by a professional; failure to do this may invalidate your warranty.

International returns

For international returns, please contact us first, so we can organise the most cost effective method: call 015242 412260 (Tues-Sat 8.30am-5.30pm UK time), or email [email protected]

Custom Builds items

When we custom build/modify or you custom order bikes, wheels or wheel sets, considerable time and care is taken to build an end product specifically for you. Due to items possibliby ordered in speciffically for your requirements we do not offer a returns policy for any custom order.
If their is a fault with any part of your custom order we will of course process the warranty repair/replacement associated with that particualr item in as quick and effiecent way possible.

Lithium ion batteries

Please be aware that lithium ion batteries cannot shipped in the same way as normal items. Lithium ion batteries can only be shipped when contained within equipment. If for any reason you need to return a lithium ion battery, please contact us beforehand.

Returns address

Escape Bike Shop
North Yorkshire,

For Click and Collect and in store purchases please note the above returns policy does not apply!

Your standard statury rights apply regards the return of faulty items ordered through the website but collected from store or are purchased directly from visting us in person.

If you wish to return a non-faulty item we will accept with in 14 days, in exchanage for a credit against your account items returned only if in brand new unused condition with all tags and packaging still intact. If the item is a built product 'a bike for example' the bike will only be accepted back if not ridden, any modifications made to a bike before collection e.g 'seat post cutting, tubeless set up, frame protection or component swaps/ modifications' will be deducted from the return credit amount.

Please contact us before returning to store if you are wanting to return any item to discuss the situation.