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Customer Services
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Delivery & Returns

Worldwide Buying, Selling and Part Exchanging

At RCE the great value of our products and fantastic service reputation means cyclists from all over the world love to trade with us. We will always arrange suitable delivery to and from us, and dependant on your location help organise and advice on any transportation or customs challenges.

Here’s our guide to delivery and returns, it is being updated all the time as we continue to add destinations.

Packing
How we pack

We pack a whole bike as simply and safely as possible.

The front wheel is removed and the handlebars are unscrewed and packed beside the frame with plenty of packaging and bubblewrap everywhere. On receipt you will need to re-attach the handlebars and put the front wheel back on. It's a simple job with an allen key but if in doubt your local bike shop should do this for a small charge.

Destination Restrictions

Note some international destinations may have restrictions on the size for whole bikes. In this case the rear wheel and rear derailleur will also be removed. We will let you know if this is required as this will need to be re-assembled by someone with basic bike mechanic skills. It is advised to get this done by your local bike shop unless you have done it before.

Returns
General Information

If you don’t like the bike or it doesn’t fit then we’re happy to take it back within 14 days. We just ask you to cover return delivery costs and return it as bought.

If there’s a mechanical defect that’s covered under the terms of the RCE warranty we will refund fully, including delivery costs.

Returns Process

If returning a bike please use a secure courier. We strongly recommend you use a service that provides a certificate of postage and a tracking number.

Once we receive your bike, we will inspect and process it within 24hrs. Refunds will automatically be issued to the same payment method used to purchase the goods. As soon as your return has been processed by our team we will email you to let you know.

If you wish to return a bike please email us at support@roadcycleexchange.com

For returns please use the following address:

Returns
Cycle Exchange
139 Richmond Road
Kingston-upon-Thames
KT2 5BZ
United Kingdom

International Customers
UK VAT and Import Duties

For non EU and UK buyers we are able to remove VAT from the price but ONLY on items where VAT was charged to us. If we bought an item second hand from an individual they will not have charged us VAT and therefore we can not remove it. We will remove the VAT charge automatically if it can be when you switch currency/destination on the website.

Import duties may be charged by customs when you receive the goods. The charge is payable by you and where and how that get’s charged varies by country but usually it will be payable to the courier when the goods are dropped to your house or local post office.

Here is a useful link for guidance on Import Duties www.dutycalculator.com

Please note: It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union.

International Returns

Customers outside of the UK must follow the instructions below along with our standard returns procedure. To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document ( CN22 and/ or CN 23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender. If it’s a warranty return we will refund the cost of returning the goods as well as the goods value itself. You have two weeks from receipt of goods to send back if you don’t want the product. You will need to cover the return postage including insurance if you don’t want it.

International Part Exchange

Most of procedure here is the same Worldwide for remote exchanging. If we’ve given you a part exchange quote then we refund you that amount only once we receive your exchange item. Here’s a quick step guide

1. We agree a price for your item against one you want to buy from RCE
2. You purchase the item from RCE at full list price
3. We send the item you have purchased by courier.
4. Once you receive it and are happy with your item you carefully pack your exchange item into the same box using the same wrapping.
5. For UK based customers we will then organise collection, just give us a nod that it’s ready. For International customer you will need to organise delivery to us at Cycle Exchange Kingston.
6. Once we receive your exchange item we will inspect and refund the exchange value either to your payment card or direct to bank account.

Remote and International Purchases

If we have agreed to buy an item from you then it’s as per steps 5 and 6 above. You will need to ensure the bike is packed securely. You could do this in the following ways

1. Pay the local bike shop to do it if it’s a service they offer.
2. Send us a your bike in a bike box which we can send back to you (there will be a courier cost for return.
3. Follow this bike packing guide..

Packing Guide

Delivery Costs and Times By Shipping Zone




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