Refund policy
Refund Policy
Mad Bicycle Spares
Website: https://madbicyclespares.com/
At Mad Bicycle Spares, we want you to shop with confidence. Please read our refund and returns policy carefully before making a purchase.
1. General Returns
We accept returns on eligible items in accordance with the conditions set out below.
To be eligible for a return, the item must:
- be returned within the applicable return period
- be in its original condition
- be unused and not installed, fitted, or altered
- include all original packaging, accessories, and documentation where applicable
We reserve the right to refuse a return if the item does not meet these conditions.
2. Faulty Items
We accept refunds within 14 days for faulty items.
If you believe an item is faulty, please contact us as soon as possible with:
- your order number
- the item name or part number
- a description of the fault
- clear photos where possible
Once the item has been received and inspected, we will confirm whether the item is faulty and eligible for a refund, replacement, or exchange.
3. Items Not Eligible for Refund
We do not offer refunds for items that have been:
- used for diagnostics
- fitted, installed, or attempted to be fitted to a bike
- marked, damaged, or altered during installation attempts
- returned in a condition that prevents resale
This includes any item showing signs of wear, tool marks, grease, dirt, fitting damage, or other evidence that it has been mounted or tested on a bike.
No refunds will be given for items used for diagnostics or showing signs of being fitted to the bike.
4. Incorrectly Ordered Items
If you have ordered the wrong part and wish to return it, the item must be:
- unused
- unfitted
- in original resaleable condition
- returned with all original packaging intact
Returns for incorrectly ordered items may be accepted at our discretion. Original shipping charges are non-refundable unless the return is due to our error.
It is the customer’s responsibility to ensure compatibility before ordering. If you are unsure, please contact us before purchase and we will do our best to help.
5. Incorrect or Damaged Items Received
If you receive the wrong item, or your order arrives damaged, please contact us within 48 hours of delivery.
Please include:
- your order number
- a description of the issue
- clear photographs of the item and packaging
Where we confirm that the wrong item was sent or the item arrived damaged, we will arrange an appropriate solution, which may include a refund, replacement, or exchange.
6. Return Process
Before returning any item, you must contact us first to request return authorisation.
Please do not send items back without contacting us, as unauthorised returns may be refused.
When requesting a return, please provide:
- your full name
- order number
- item(s) you wish to return
- reason for return
Once your return is approved, we will provide return instructions.
7. Return Shipping Costs
Unless the item is confirmed as faulty, incorrect, or supplied in error by us, the customer is responsible for the cost of returning the item.
We strongly recommend using a tracked delivery service, as we cannot be responsible for returns lost in transit.
8. Inspection and Approval
All returned items are inspected upon receipt.
We reserve the right to reject returns where:
- the item has been used, fitted, or damaged
- the item is missing parts or packaging
- the return falls outside the stated return period
- the item shows signs of use for diagnostics or installation
If a return is rejected, the item may be sent back to the customer at the customer’s expense.
9. Refunds
If your return is approved, your refund will be issued to the original payment method.
Please allow a reasonable processing time after the returned item has been received and inspected.
Refunds will normally cover the cost of the item only, unless the return is due to a fault, damage, or an error on our part.
Shipping fees are non-refundable except where required by law or where we have made an error with your order.
10. Exchanges
We may offer exchanges for certain items, subject to stock availability.
If you require a different part, we may recommend returning the original eligible item and placing a new order for the correct product.
11. Non-Returnable Items
The following items are generally non-returnable unless faulty:
- items used for diagnostics
- items showing signs of fitting or installation
- specially ordered or custom items
- clearance or final sale items, where stated
- items returned without original packaging or in non-resaleable condition
12. Responsibility for Compatibility
Many bike parts are model-specific and compatibility can vary depending on the make, model, year, and specification of the bike.
Customers are responsible for checking compatibility before purchase. If you need help confirming fitment, please contact us before ordering.
We cannot accept responsibility for parts ordered incorrectly where compatibility was not verified in advance.
13. Your Statutory Rights
Nothing in this policy is intended to affect your statutory rights under applicable consumer law.
14. Contact Us
If you need help with a return or refund request, please contact us through our website:
madbicyclespares@gmail.com
Please include your order number and full details of the issue so we can assist you as quickly as possible.