Returns & Exchanges

We want you to be confident when buying from Forbidden Cycles.

This policy explains how returns, cancellations and exchanges work. It does not affect your statutory rights.

Online orders and distance sales

For eligible online orders, you may tell us you want to cancel within 14 days of receiving your order.

To start a return, email info@forbiddencycles.com with your order number. You do not need to give a reason, but it helps us if you include one.

Once you have told us you want to cancel, the item must be returned to us within 14 days.

Returned goods must be unused, complete and in original condition, with all packaging, manuals, accessories, chargers, keys, fittings and any included items.

Customers are responsible for return shipping unless the item is faulty, damaged on arrival or incorrect.

Refunds are processed within 14 days of receiving the returned goods, or receiving proof that the goods have been sent back.

Where required by law, we will refund the standard outbound delivery charge. Upgraded, express, bulky or specialist delivery charges may not be refunded in full.

We may reduce the refund if goods have been used, damaged, marked, installed, registered, modified, returned incomplete, or handled beyond what is necessary to inspect them.

In-store purchases and collections

Items bought in-store, or inspected and collected from our shop, are not automatically covered by change-of-mind cancellation rights.

We may accept returns or exchanges on unused items at our discretion, provided they are returned in original condition and packaging within 14 days.

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

Bikes and e-bikes

Bikes and e-bikes must be returned unused, unregistered, unmodified and in original condition.

They must be returned with all chargers, keys, manuals, accessories, packaging and any included parts.

If a bike or e-bike has been ridden beyond what is necessary to inspect it, marked, damaged, registered, modified, assembled incorrectly after delivery, or returned incomplete, we may reduce the refund to reflect loss in value.

Please contact us before returning any bike or e-bike. Bikes and e-bikes may require specialist return shipping, and the customer is responsible for safe packaging and return delivery unless the item is faulty, damaged on arrival or incorrect.

Supplier-shipped items

Some items may be shipped directly from our suppliers.

Supplier-shipped items are still purchased through Forbidden Cycles, so please contact us first if you need to return anything.

Do not return goods directly to the supplier unless we have confirmed the return address and process.

Customers are responsible for return shipping unless the item is faulty, damaged on arrival or incorrect.

Special orders, custom builds and personalised items

Some items are ordered, built or configured specifically for a customer.

Where the law allows, cancellation rights may not apply to goods that are made to your specification, personalised, custom-built or specially configured for you.

This may include custom bike builds, custom paintwork, special-order framesets, non-standard build kits, parts ordered specifically for your build, or items modified to your requirements.

We will tell you before ordering if an item is treated as a special order, custom order or non-returnable change-of-mind item.

Deposits or payments for special-order, custom, personalised or modified items may be non-refundable once ordering or work has started, except where required by law.

This does not affect your rights if the item is faulty, damaged or not as described.

Accessories, parts and clothing

Accessories, components and clothing can be returned within 14 days of delivery if they are unused, complete and in original condition and packaging.

Parts that have been installed, fitted, programmed, paired, cut, marked, modified or used may not be accepted as change-of-mind returns, or may be subject to a deduction for loss in value.

Clothing must be unworn, clean and returned with original tags and packaging.

For hygiene reasons, worn helmets, gloves and similar personal items may not be accepted as change-of-mind returns unless faulty.

Electrical items, batteries and chargers

Electrical items, batteries, chargers, motors, controllers, displays, wiring looms and similar parts must be returned unused, unopened where possible, and in original condition.

Items that have been installed, connected, programmed, paired, registered, charged, discharged, damaged or used may not be accepted as change-of-mind returns, or may be subject to a deduction for loss in value.

This does not affect your rights if the item is faulty.

Faulty, damaged or incorrect items

If an item arrives damaged, incorrect or missing parts, please contact us as soon as possible, ideally within 7 days, so we can help quickly.

Email info@forbiddencycles.com with your order number, a description of the issue and photos where possible.

If an item is faulty, your statutory rights apply. Depending on the issue and timing, we may arrange a repair, replacement or refund.

Please do not continue using an item if you believe it may be faulty, unsafe or damaged, as continued use may make the issue worse and affect the resolution available.

Return condition and packaging

Returned goods are the customer’s responsibility until they arrive back with us.

Please package items carefully and use a tracked, insured service suitable for the value of the item.

If goods are damaged in return shipping because they were poorly packaged, we may reduce the refund to reflect the damage.

We may refuse or reduce refunds for goods returned incomplete, damaged, used, dirty, marked, modified or missing packaging, manuals, accessories, chargers, keys, fittings or included parts.

Exchanges

If you wish to exchange an item, please contact us first to confirm availability.

Exchanges are processed once the original item is returned and checked.

If the replacement item costs more, the difference must be paid before it is sent or collected. If it costs less, we will refund the difference where applicable.

How to start a return

Email info@forbiddencycles.com with:

Your order number
Your name
The item you want to return
Whether you want a refund, exchange or warranty support
Photos, if the item is damaged, faulty or incorrect

We will reply with the next steps.

Contact

Forbidden Cycles
201 Garratt Lane
Wandsworth
London

info@forbiddencycles.com