If you’re not happy, neither are we!
Here at Winstanleys we like to keep things simple and friendly for our customers and that includes returns.
Read on to find out how to send something back…
Changed your mind? Ordered the wrong thing? Don’t panic…
If you would like to return an unwanted item, please notify us within 14 days of receiving it by sending an email to firstname.lastname@example.org. All you need to do then is return the goods to us within 14 days of this notification.
You can send any unused item in its original packaging back to us for a refund or exchange. Whether it’s the wrong size, you don’t like the colour, or you’ve just changed your mind, that’s ok. We only ask that you please take care to ensure that the item and its packaging are still in brand new condition, and where goods are sealed for health or hygiene reasons, they remain sealed (eg. food, supplements).
Please note that you will be responsible for the cost of sending an unwanted item back to us.
Assuming the above conditions are met, we will issue a refund for the goods and the basic delivery charge, or carry out an exchange at your request. If you return only part of an order you will not receive a refund for any of the original delivery charge. If you exchange only part of an order, an additional delivery charge may apply to the new order.
The above information does not apply to custom or personalised products, such as custom wheel or bike builds, which cannot be returned unless faulty.
If we receive a product not in brand new condition to the extent that its value is diminished by any amount, this amount will be recovered from the refund value.
In short, here’s what you need to do...
Follow these simple steps to send something back:
- Click here to download our returns form. Print it off and fill out the details. Cut off the return address label at the bottom and retain this for later.
- Package the goods and place the completed returns form inside. The choice of packaging is yours, but it should be sufficient to protect the goods from damage in transit.
- Attach the return address label to the outside of the parcel.
- Post the parcel to us. Please note that you are responsible for the safe transit of this parcel, so we recommend the use of a tracked service for your own peace of mind.
You have 30 days from receiving your order in which to notify us of any fault which was present at the point of delivery. You will be required to provide evidence of this fault and that it was indeed present from the very beginning. Please notify us of such issues as soon as you can, but no later than 30 days. Please also provide photographs via email to illustrate the fault. Goods returned under this circumstance are eligible for a refund, which we will issue within 14 days.
If it is not possible to demonstrate that a fault was present at the point of delivery, and/or a fault has become apparent after you have started to use the goods, then you should return them to us for inspection under warranty. This applies even if you have only had the goods for a short period of time. Please review our Warranty Terms below. If, upon inspection, we can confirm a genuine fault then you will be offered a repair, replacement or refund (if appropriate). If no fault is found then you will be offered a chargeable repair or replacement, otherwise we will return the goods to you as they are.
Postage and Packaging:
If we have made a mistake and sent you something in error for instance, or if you return an item which is later confirmed to be faulty, we will cover the cost of your postage up to £10.00. Send us a copy of your postage receipt via email and we will contact you to issue a refund for the amount paid.
If you are returning an unwanted item, you will be responsible for the cost of postage.
For larger items, we offer a chargeable courier collection service which is priced as below. The cost of this service is refunded to you in the case of a confirmed faulty item.
Courier collection prices:
Bike - £30.00
Other - £15.00
Unwanted returned items will be refunded within 14 days of us receiving them at our warehouse. We will refund the total payment received from you, including the standard delivery charge. If the value of the goods is diminished by any amount as a result of handling beyond what is necessary, or as a result of transit damage, this amount will be recovered from the refund value.
Confirmed faulty items may be eligible for a refund or partial refund, taking account of the use you have had since delivery.
Refunds will be made via the same means used to pay.
All products purchased from Winstanleys Bikes have a 12-month warranty to protect you against manufacturing defects and faults.
Your 12-month warranty covers manufacturing defects and faults.
Your warranty does not cover the following:
The above list is not exhaustive.
- General wear and tear - such as is reasonable to expect within the given timeframe
- Accidental damage
- Damage due to misuse or lack of care
- Poor storage conditions, neglect, lack of maintenance
Some manufacturers offer extended warranties, details of which can be found on their own websites. You may be required to register your product online to benefit from a manufacturer’s extended warranty.
Warranties are for the original purchaser only and proof of purchase will be required when making a claim.
In Store Returns
Goods purchased online or in store may be returned to our shop in Wigan for a refund or exchange within 30 days, providing they remain unused and in their original, undamaged packaging. Please bring your receipt with you, along with your original payment method.
If you intend to bring a high value item back for a cash refund, we kindly ask that you notify us at least 24 hours prior to your arrival.
Making a Complaint
We hope you never need this bit, but if you feel you would like to make a complaint you can do so via email to email@example.com. In the subject line of your email please write “FAO Customer Service Manager” and include your order reference. Our experienced Customer Service Manager will carefully review your email and respond without delay.