Returns, cancellations and product support.
Clear information about faulty goods, remote purchases and purchases completed in the shop.
If something is wrong with your purchase, contact us with the item, purchase date and a description of the problem. A receipt, order confirmation or other evidence of purchase helps us find the transaction. Your legal rights apply to sale items too.
Faulty or incorrectly described goods
Goods must be of satisfactory quality, fit for their agreed purpose and as described. If they do not meet these requirements, you will normally have a short-term right to reject them for a refund within 30 days. After that, you may be entitled to a repair or replacement, and in some circumstances a price reduction or final rejection. A manufacturer’s warranty is additional to these rights.
Stop riding if you suspect a safety problem. Contact us to agree the appropriate inspection or return arrangements. We will meet reasonable return costs where the law requires us to do so.
Orders agreed online or by phone
For most consumer goods contracts made entirely at a distance, you can cancel without a reason from the time of the contract until 14 days after you receive the goods. Collection from a shop does not, by itself, remove that right.
Tell us clearly that you are cancelling, then return the goods within a further 14 days. You may inspect them as you would in a shop. We may reduce a refund for loss in value caused by handling beyond what was necessary to establish their nature, characteristics and functioning, where the law permits.
Refunds include any basic outbound delivery charge paid. Unless we have offered to collect the goods, we may wait for their return or evidence of sending them back. We refund without undue delay and within the applicable 14-day period, using the original payment method unless you agree otherwise. A change-of-mind return cost is yours only where this was properly explained before purchase.
Purchases completed in the shop
There is no automatic statutory right to return a non-faulty item simply because you change your mind after buying it in person. Ask us before purchase about any additional arrangement. Reserving online and entering the purchase contract in the shop can be different from buying online for collection.
Custom work and services
Some genuinely made-to-specification or personalised goods are excluded from the distance cancellation right. Choosing a standard size or colour does not automatically make a bike bespoke. Separate rules apply to services started at your express request during a cancellation period. Any applicable exception or charge must be explained before you agree.
How to cancel or get help
Call 0151 345 8358, message the shop, or write to Off The Rock Cycles, 223 Seaview Road, Wallasey, CH45 4PD. Please include your name, the goods or service, your order or purchase date and your statement that you wish to cancel. You do not have to use a particular form.