Two cyclists riding along remote mountainous roads Two cyclists riding along remote mountainous roads

Returns

Unwanted Items

If you change your mind about your purchase, or there is a fault please return the item/s to us complete, unused and in the same condition as received, within 365 days of receipt. We will then offer you a refund, exchange or repair as appropriate. Please ensure your items are securely packaged when you return them.

Please Note:

  • No refund can be issued until the goods have been received and inspected.
  • When issuing a full refund, we will deduct any postage fees (for express delivery etc) and any refund charges imposed by your credit card company.
  • Refund amounts are subject to change if a voucher code has been used on the order.

If you have any questions, please call us on 01792 799508 and we'll be happy to help.

Our returns process is slightly different depending on whether you are returning a bike or other item. Please see the relevant section below to find out the best way to return your product to us.

What about my delivery charges?

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.

  • The fourteen calendar days start from the day after you receive your order.
  • If you’re returning your whole order and you’ve paid for delivery we'll refund the cost of Standard Delivery to your country even if you've used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £2.95 then we will refund you £2.95. The extra £2.05 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
  • We need written confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order under the Consumer Contracts Regulations 2013.
  • If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you'd like to cancel we will respond and let you know how to do this.
  • The items you return must be unworn and in their original condition and will be inspected once we have received them.
  • We try hard to accept all returns. Returns to us need to have the original packaging and/or tags still on them. It is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.

Bike Returns

Courier collection

To return a bike, please call us on 01792 799508 and we will arrange for a courier collection.

All bikes should be returned complete, unused and in the same condition as received in an undamaged and resalable condition within 365 days of receipt.

To help us process your return as quickly as possible please fill in our returns form* and include it in the bike box. There is a £35 fee for returning a bike that is the wrong size, or simply unwanted. You will be responsible for any returned items until they reach us.

Once the bike has been received and inspected, we’ll issue a full refund, replacement or repair as appropriate. We will only issue a refund or replacement once the bike has been inspected, so there may be a small delay.

* A returns form is included with your package. Alternatively follow the link below to download the bike returns form.


Accessories Returns

All Other Returns

Simply return the items to us in their original condition, and securely packaged, within 365 days of receipt. All goods must be returned complete, unused and in the same condition as received with the original box and packaging in an undamaged and resalable condition.

For hygiene reasons, we cannot accept returns of facemasks, undershorts or underwear if the item has been removed/unsealed from its original packaging.

Please fill in and enclose our returns form* to help us process it as quickly as possible.

If the item is the wrong size, type or is simply unwanted you will need to pay for the items to travel back to us for a refund (For larger items there is a £20 cost for us to arrange a courier). Remember to include the returns form* in the package and get proof of dispatch, as we cannot be held responsible for goods lost or damaged in transit.

These are the options that we offer for all non-bike returns:

  • Collect Plus - for items under £50 and 10Kg and 50cm x 50cm x 60cm
  • Asda for you - for items under 25Kg and 60cm x 60cm x 90cm
  • Courier Collection – For items over 25Kg or 60cm x 60cm x 90cm

* A returns form is included with your package. Alternatively follow the link below to download the accessories returns form.


toyou at ASDA

Asda toyou Returns

Return your order at over 600 Asda stores

For items under 25kg* you can use the Asda toyou service and drop your package off at over an ASDA store.

Step one: If you have received an Asda toyou return label with your order, please attach this label to your parcel. If not, visit the Asda toyou website to print at home or download a QR code and print your label in store.

Step two: Take your parcel to the Asda toyou signposted returns point or hand to a colleague at your most convenient Asda store; remember to include your returns note. Find your nearest Asda store.

Step three: Keep hold of your receipt to track your parcel. Once we receive your return, £3 will be deducted/charged for your refund to cover the cost of the return - Asda toyou will do the rest.

*Asda toyou Parcel Criteria:

  • All Parcels must be Correctly Packaged with Asda toyou Label attached.
  • Parcels must not weigh more than 25 kilograms nor exceed dimensions of 60cm x 60cm x 90cm.
  • Restrictions apply.

Please visit www.toyou.co.uk for full terms and conditions


CollectPlus

Collect Plus

Easy as one, two, three

For items under £50 and 10kg*, you can use the Collect Plus service and drop your package off at a local store.

1
Email

We'll email your label  

Step one: Buy a returns label for £2.49 and we’ll email it to you


2
Print

Print & attach to your parcel

Step two: Print and attach your label to your parcel (include your returns form too)


3
Delivery

Drop off at a local store

Step three: Take your parcel to your local collect plus store and remember to get a tracking receipt

*Collect + Parcel Criteria:

  • All Parcels must be Correctly Packaged and have a Label attached.
  • Parcels must not weigh more than 10 kilograms nor exceed dimensions of 50 cm x 50 cm x 60 cm.
  • Collect+ reserve the right to reject a Parcel at the Relevant Collection Point if the Parcel exceeds the weight or dimensions stated here or there is not a valid Label attached.

Courier Collection

Returning larger items

To return larger items* like turbo trainers, please call us on 01792 799508 and we will arrange for a courier collection.

There is a £20 fee for a returning a larger item that is the wrong size, unsuitable or simply unwanted. You will be responsible for the returned products until they reach us.

Please see our Bike Returns section to return a bike.

*Larger items are those that are over 25Kg in weight or over 60cm x 60cm x 90cm in size.


Warranty Returns

Items that become faulty after use

Many bikes and parts are covered by a manufacturer warranty, so may be eligible for repair or replacement if they develop a fault after use. Please indicate the fault on the returns form when you return the item.

If you would like to discuss a potential warranty claim please call us on 01792 799508

Please Note: Not all faults are covered by warranty. Below is a list of scenarios that are not covered under warranty.

  • Stripped pedal threads. When you receive your new bike you will need to fit the pedals. Follow our step-by-step guide to fitting your pedals.
  • Damage from causes other than defects in material. For instance, if damage is caused by crashing your bike, it won't be covered under warranty.
  • Normal wear and tear. Components may show signs of wear and tear in less than two years depending on amount of use, type of use and other conditions. Some components can be expected to reach the end of their normal lifespan within this time.
  • Damage to products improperly installed or repaired.
  • Products that have been modified, neglected or poorly maintained.
  • Electric bikes that have been derestricted.

Frequently asked questions

All you need to know

What can't I return?

For hygiene reasons, we cannot accept returns of facemasks, undershorts or underwear if the item has been removed/unsealed from its original packaging. If you have any questions before purchasing any of these items, please call us on 01792 799508.

I've been sent the wrong item - what do I do?

Don't worry - we'll put things right. If we sent you something you didn't order, you need to notify us within seven working days. Return the item within 365 days unused and in its original packaging and you will be refunded, including the return postage cost. Please fill in and enclose our returns slip to help us process your return as quickly as possible.

We'll refund postage costs up to a maximum of £5. Please contact us if your return costs exceeds this amount.

Can I cancel my order?

Yes! You can cancel your order via email or telephone. Our email address is: info@tredz.co.uk or you can contact us on 01792 799508. If the order has been completed and has been shipped, then you will need to arrange a return. This is easiest by telephone so if emailing in please include a daytime telephone number so we can call you back. Your account will be credited once the products arrive back at Tredz.

My product has arrived faulty or damaged. What should I do?

We try our best to make sure items arrive in good condition. If the courier tries to deliver your items damaged, please either do not accept delivery from the courier, or sign for the item as 'damaged'. If you do not have the opportunity to inspect on delivery, you can sign for your item as 'unchecked'. You must inform us at info@tredz.co.uk of any such problems within seven working days so we can rectify the problem.

If you return something due to it being faulty or damaged we refund postage costs up to a maximum of £5- please keep a copy of your receipt to send across to us. Please contact us if your return costs exceed this amount.

How do I return a product under warranty?

In the event of a warranty problem with a product, please inform us at info@tredz.co.uk and we will advise you on the best course of action. Please note that proof of purchase is required with all potential warranty claims.

If you return something due to it being faulty or damaged we refund postage costs up to a maximum of £5 once the warranty has been confirmed- please keep a copy of your receipt to send across to us. Please contact us if your return costs exceed this amount.

Can I return an item from outside the UK?

Yes, you can. You can return any unwanted item within 365 days of receipt for a full refund. You will need to pay for postage back to us.

If your item is faulty, has been sent in error or is damaged then send the item back to us for a full refund, pending inspection. We will cover the cost of return up to €10. If you’re unsure about your return delivery, please call us on 01792 799508 and we’ll help arrange this for you.

How will I be refunded if I have paid by voucher?

Any payment made by voucher will be refunded as a voucher to the same amount.

How will I be refunded if I have used a discount voucher code?

If you have received a discount when placing your order, this may affect the amount you are refunded. For more information on your order please call us on 01792 799508.

Can you dispose of my used electrical equipment?

When you buy a new electrical or electronic product from Tredz either online or in-store, we will take back your old item on a like-for-like basis. This is in accordance with the Waste Electrical and Electronic Equipment (WEEE) directive which promotes recycling to reduce landfill.

Customers must return their WEEE item to Tredz within 28 days of purchasing their new item. You can either drop the product off in-store, or send the item, clearly marked as 'WEEE' to:

Tredz Bikes
Castell Close
Swansea Retail Park
Llansamlet
Swansea
SA7 9FH

If the item is too large, contact us to arrange a return. Please note that this is not a free service. Alternatively, you can drop off your old electrical equipment at a local recycling to do your bit for the environment.

What about my delivery charges?

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.

  • The fourteen calendar days start from the day after you receive your order.
  • If you’re returning your whole order and you’ve paid for delivery we'll refund the cost of Standard Delivery to your country even if you've used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £2.95 then we will refund you £2.95. The extra £2.05 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
  • We need written confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order under the Consumer Contracts Regulations 2013.
  • If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you'd like to cancel we will respond and let you know how to do this.
  • The items you return must be unworn and in their original condition and will be inspected once we have received them.
  • We try hard to accept all returns. Returns to us need to have the original packaging and/or tags still on them. It is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.