Refund policy

Returns & Refunds

We want you to be happy with your purchase. If you change your mind, we offer a 30-day return period from the date you receive your order.

Change-of-mind returns

To be eligible for a return, items must be:

unused and in a resaleable condition
uninstalled and not fitted to a bicycle
returned with all original packaging, labels, accessories and documentation
accompanied by proof of purchase

Please contact us at sales@offthefront.cc before returning an item so that we can provide return instructions.

Please do not send items back without contacting us first.

Unless the item is faulty, damaged or incorrectly supplied, the customer is responsible for the cost and safe return of the goods. We recommend using a tracked and insured service appropriate to the value of the item.

Inspecting your purchase

You may inspect an item as you reasonably would in a physical shop. However, components that have been fitted, installed, ridden or otherwise used beyond what is reasonably necessary to inspect them may not qualify for our standard change-of-mind return policy.

This does not affect your statutory rights if an item is faulty or not as described.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective or if you have received the wrong product.

Email sales@offthefront.cc with your order details and, where appropriate, photographs of the issue so that we can assess it and arrange the appropriate resolution.

Where goods are faulty, not as described or incorrectly supplied, your statutory rights are unaffected.

Exceptions

Certain products may not be eligible for a change-of-mind return, including:

personalised or genuinely made-to-order products manufactured to your specification
gift cards
items that have been used, installed or damaged after delivery, except where the return relates to a fault or other statutory right

Please contact us before ordering if you're unsure whether a particular product can be returned.

Sale or discounted products are not automatically excluded from returns. The normal terms of this policy apply unless a specific lawful exception has been clearly stated before purchase.

Pre-orders and special-order products

Pre-ordering or ordering a product that we do not normally hold in stock does not, by itself, remove any statutory cancellation or return rights you may have.

Where a product is genuinely personalised or manufactured specifically to your requirements, different cancellation rights may apply. Any such restriction will be made clear before you place your order.

Cancellations

For most goods purchased online, UK consumers have a statutory right to cancel their order within 14 days of receiving the goods, subject to applicable exceptions.

After notifying us of a cancellation, the goods must normally be returned within the applicable statutory period.

Our 30-day returns policy is offered in addition to your statutory rights.

Exchanges

If you would like a different size, colour or product, please contact us. In most cases, the simplest option is to return the original item and place a new order for the replacement.

Refunds

Once we receive your return, we will inspect it and confirm whether the return has been accepted.

Approved refunds are normally processed within 5–7 working days of the returned item being received by us.

Refunds will be made to the original payment method. Your bank or card provider may take additional time to process the refund after it has been issued.

Where you exercise a statutory right to cancel an eligible online order, any refund of the original standard delivery charge will be handled in accordance with applicable UK consumer law. Additional delivery costs resulting from choosing an enhanced or express delivery service may not be refundable.