Refund policy

We want you to be happy with what you buy from us. This policy explains your rights when you change your mind, and what happens if something arrives faulty. It sits alongside your legal rights, which it doesn't affect.

Changing your mind (online orders)

If you bought from us online, you have 14 days from the day you receive your order to let us know you'd like to cancel, and a further 14 days to return the goods. This is your right under the Consumer Contracts Regulations 2013.

To start a return, contact the shop your order came from — details are on our contact page. Tell us your order number and what you'd like to return, and we'll guide you through it.

Please return items in the condition you received them, with packaging, accessories and manuals. You're welcome to inspect a bike as you would in a shop.
If a bike has been ridden beyond checking it over, it's no longer in resaleable condition, and we'll reduce your refund to reflect the reduction in its resaleable value. Because a used bike can usually only be sold on as ex-demo, this deduction can be significant. The amount is assessed case by case, at the manager's discretion, according to the bike's condition. A bike returned unused and only inspected receives a full refund.
Return delivery is arranged by you and at your cost when you've changed your mind. We cover the cost only if the item is faulty or we sent the wrong thing. For a large cargo bike this can be significant, so talk to us first and we'll advise on the safest way to return it.

Once we've received the item and checked it, we'll refund you within 14 days, to the same payment method you paid with.

Deposits

Deposits on made-to-order bikes (built to your specification) are non-refundable, because we begin sourcing and building to your order. The same applies to deposits on purchases made in our shops. If you've ordered a standard, in-stock bike online and cancel within your 14-day window, your deposit is refundable as part of that cancellation. We'll always make the deposit terms clear before you commit.

Buying in one of our shops

The 14-day change-of-mind right applies to orders placed online. It doesn't apply to bikes and other items bought in person in one of our shops — you've been able to see and try the bike before deciding, which is exactly what we'd encourage. In-store purchases are final except where something is faulty or not as described (see "If something's faulty" below), and any deposit paid in-store is non-refundable.

Made-to-order and bespoke builds

Many of our bikes — particularly Riese & Müller — are built to your specification and assembled to order. Under UK law, the 14-day change-of-mind right doesn't apply to goods made or personalised to your requirements. We'll make this clear before you commit, along with the deposit terms. This doesn't affect your rights if the bike arrives faulty.

Items we can't accept back once used

For hygiene and safety reasons, clothing, grips, saddles and helmets can't be returned once used, unless they're faulty. Please check these over before use if you think you may want to return them.

If something's faulty

If an item is faulty, not as described, or doesn't do what it should, you have rights under the Consumer Rights Act 2015, separate from the change-of-mind right above and applying however and wherever you bought:

Tell us within 30 days of receiving a faulty item and you're entitled to reject it for a full refund.
After 30 days, we'll repair or replace it. If that isn't possible or doesn't resolve the issue, you may be entitled to a refund or price reduction.

Contact the shop your order came from and we'll sort it out. For anything mechanical, our workshop is usually the quickest route to a fix.

Manufacturer warranties. Your bike may also be covered by the manufacturer's own warranty (for example, Riese & Müller's frame and battery terms). That warranty is an agreement between the manufacturer and you, the owner — we'll help you make a claim, but the warranty itself is the manufacturer's responsibility, and it sits on top of your statutory rights, not instead of them.

Bikes bought through Cycle to Work

If you bought your bike through a Cycle to Work scheme, a return works differently, because the scheme provider — not you directly — is the purchaser. Your statutory rights are unaffected, but the practical steps and any refund follow the scheme provider's process. We work with Cyclescheme, Green Commute Initiative, Vivup, Cycle2Work, GoGeta and Bike2Work Scheme — get in touch before returning anything and we'll coordinate it with the relevant scheme.

Click & Collect orders

The same rights apply to Click & Collect orders. You can return an item by bringing it back to the shop you collected from, or by arranging a return with that shop. See our shipping and collection information for how collection works.

How to tell us you want to return something

You don't need any particular form of words — a clear statement that you'd like to cancel is enough. You can reach us:

Email: enquiries@flyingdutchman.bike, or the shop your order came from (details on our contact page)
Phone: the relevant shop — numbers on our contact page
By post: Flying Dutchman Bikes Ltd, 188–192 Eversholt Street, London, NW1 1BJ

Please include your order number and what you'd like to return. If you'd prefer to use the standard cancellation form, we're happy to send you one.