Return and Exchange Policy

Did you receive a product that you want to return or exchange? Please read the following information on how to proceed.

FAULTY GOODS
Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of shipment or usage are considered to be faulty.
Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it subject to availability. You will receive a full refund if the item can not be repaired or replaced. We offer free shipment on faulty goods. For any questions, please contact us by email: info @ thebikemessenger.com.

PRODUCT INFORMATION 
We have made every effort to display as accurately as possible the colors of our products that appear on thebikemessenger.com. However, as computer monitors vary, we can not guarantee that your monitor's display of any colour will be completely accurate. Should you receive an item that is not in perfect condition please contact us immediately.

CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS
If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice. You must notify customer care in writing of your wish to cancel the contract for your entire order under the DSRs any time after your order has been placed and up until 14 working days after you have received you order. Please email us at: info @ thebikemessenger.com. On receiving notice of your contract cancellation, customer care will email you an RMA document. Please complete this on the returns pro forma invoice that you received with your order, and include it with your return so we can process your refund promptly.

RETURNING YOUR PRODUCT
Did you receive a product and you want to return it to us? Please contact us by email: info @ thebikemessenger.com. Mention in this email your order number, name, received product and the reason why you want to return or exchange it. We will reply to your email and provide you with the correct information and the Return Merchandise Authorization (RMA) document to return the product correctly.

RETURNING YOUR PRODUCT ON TIME
Your item(s) should be sent back to us within 14 days. 

OUR POLICY
Items should be returned new, unused, and with all tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

RECEIVING A REFUND
Please add to your RMA document the method of how you want to receive the refund including all details. We can refund by Paypal or bank wire. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through The Bike Messenger. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

RETURNING
We prefer that you follow the guidelines on the RMA indicating how to return the product correctly and to the correct shipping address. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us.
Please retain proof of sending, in case of a dispute. Please note that you must cover the cost of the return shipment. All items must be returned unused, in their original condition and from the country that the order was delivered to.
Unidentified returns may be returned to the sender. In order to offer our customers the lowest prices possible, we must have certain limits on our return policy in regards to shipping fees. Therefore, all shipping charges, outbound and return, are non-refundable.

CUSTOMER CARE
If you have any questions or doubts please contact our Customer Care by email: info @ thebikemessenger.com. We are happy to help you and provide you with extra information. 

Do you want to know more about Warranty?

Do you want to know more about Bicycles and Online Orders?

Do you want to see our full Bicycles Range?