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Customer Service

Returning an item

Returns and Refunds
If you change your mind on your purchase, you have a full 365 days to return it for a refund subject to some exclusions set out below. All goods must be unused, in a saleable condition and in their original packaging with all labels still attached.

There are some exclusions to our 365 day returns policy, which are detailed below (unless faulty or not as described):

  • Nutritional products or those with a best before date must be returned within 28 days
  • Any customised/personalised items such as wheel builds cannot be returned
  • GPS systems such as sports watches or cycle computers can only be returned if unregistered
  • For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn (and any protective packaging remains)
  • Gift vouchers
  • Products received over 365 days ago
  • Products that have been opened or unsealed
  • Products returned in an unsatisfactory condition

Please note, that we reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.

Returned items will be checked by one of our specialists to ensure they meet the criteria set out in this Returns and Refund policy. Please note if you return items which are outside our Returns and Refund policy we will be unable to process a full refund. We will contact you in such circumstances

We cannot offer exchanges for unwanted items; please place a new order for any alternative items you require. All refunds will be issued to the original payment method on the order within 7 days of receipt at our warehouse or once the item has been checked by one of our specialists.

This does not affect your statutory rights.

Important notice - Australian consumers

"Nothing in these terms and conditions is intended to exclude, restrict or modify any non-excludable right or remedy you have under law including the Australian Consumer Law"

How to make a return:

If you wish to return unwanted items to us please follow the simple steps below:

  1. Select the ‘Make a return’ button below (We have partnered with ReBOUND to offer a range of return services for your convenience)
  2. Enter your CRC order ID and postcode
  3. Select the items from your order which you wish to return, along with the reason for return
  4. Select the service you wish to use for return
  5. Securely pay for return (if applicable)
  6. Print your return label and return form (you can print this later using the email we send you)
  7. Insert the return form in your return package with the items you're returning
  8. Attached the return label to your box
  9. Returned goods should be unused, in a saleable condition and in their original packaging with all labels still attached.

Returned goods should be unused, in a saleable condition and in their original packaging with all labels still attached.

Australian Warehouse Returns

Please note, if you have bought a Shimano, Garmin or Suunto product from Australia, this may have been sent from our Australian warehouse. To make a return for this product, please follow the return slip instructions received in your order or contact us.

MAKE A RETURN
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Returns FAQs

UK Returns Terms & Conditions

  1. Free UK returns are available with the Asda toYou service. There is a charge of £2.95 for all other returns procedures.
  2. Nutritional Products must be returned within 28 days of purchase.
  3. Intimate items must be returned unused and unopened for hygiene reasons. These include underwear and swimsuits.
  4. Custom orders such as wheel builds can only be returned if they are faulty.
  5. GPS systems such as sports watches or cycle computers can only be returned if unregistered.
  6. Bikes and similar sized items cannot be returned using our returns service. Please contact us and we can arrange to collect these from you, please note there is a fee of £20 for collection of these items.
  7. If we are collecting an item from you, please make sure the items are boxed and packaged prior to collection. If you require a box, we can post one to you for a fee of £25. Please contact us to arrange this.
  8. We cannot process an exchange on returned items. Any returned items will be refunded back to the original payment method.
  9. If your item has developed a fault please read our information on making a warranty claim.

Outside UK Returns Terms & Conditions

  1. Nutritional Products must be returned within 28 days of purchase.
  2. Intimate items must be returned unused and unopened for hygiene reasons. These include underwear and swimsuits.
  3. Custom orders such as wheel builds can only be returned if they are faulty.
  4. GPS systems such as sports watches or cycle computers can only be returned if unregistered.
  5. Bikes and similar sized items cannot be returned using our returns service. Please contact us and we can arrange to collect these from you using our discounted courier rates.
  6. If we are collecting an item from you, please make sure the items are boxed and packaged prior to collection. If you require a box, please contact us to arrange this.
  7. We cannot process an exchange on returned items. Any returned items will be refunded back to the original payment method.
  8. If your item has developed a fault please read our information on making a warranty claim.

Returns FAQs

  • What is your returns policy?
  • We make it simple for you – if you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 365 days of receipt. Please note we do not offer exchanges, all returns will be refunded back to the original payment method. Please see exclusions in the terms and conditions above.
  • Please be aware that the item is your responsibility until it reaches us and the cost of returning the item to us is your responsibility. We recommend that you send the parcel using a delivery service that insures you for the value of the goods.
  • We cannot accept return items that have been used or have any wear and tear from trying them on – so please take care. Handle with care and do not apply unnecessary force to products, for example wet suits, tights etc
  • How do I make a return?
  • Just follow the instructions and guidelines above to choose the most suitable return method for you. Once we have processed your return we will send you an email to confirm. All refunds will be processed back to the original payment method. We do not offer exchanges. Once your return is received back at our warehouse, it will be processed within 7 days.
  • Do I need to contact you before making a return?
  • There is no need to contact us before returning an item unless it is incorrect or faulty. If there is a problem with your order please contact us before you make a return.
  • How long do I have to return an item?
  • We have a 365 days returns policy. If you're not completely satisfied with an item and it has not been used or fitted you can return it to us within 12 months of purchase for a full refund.
  • Does my return have to be in the original packaging?
  • Yes, all products must be unused, in a saleable condition and in their original packaging with all labels still attached. For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn. If hygiene strips have been removed we will not be able to accept the return.
  • How do I return a bike?
  • Bikes and other large items are too big for our standard returns service. Please contact us and we can arrange a collection with one of our delivery partners at a reduced rate. All items must be boxed and packaged prior to collection.

    Download the returns form

    Returns FormReturns form (244KB)

    This form can also be completed on screen and printed.

  • Where do I find my Order Number and Stock ID?
  • Your order number and stock ID will be on your delivery invoice, confirmation or dispatch email or in ‘Your Account'. The order number starts with ‘CRC’ followed by numbers, for example CRC1619026599. The stock ID is a series of numbers displayed above the product description on your invoice, you can also find this on our website, on the product page by clicking “view all options as a list"
  • What is the CRC postal address?
  • Your item(s) and completed returns form can be posted to the address below:
    Returns
    Chain Reaction Cycles
    Black Country New Road
    Bilston
    WV14 7BR
    UK
  • What if my item is faulty?
  • Faulty items are not included in our 365 day return policy as they can be sent back to us at any time. Items sent back to us will undergo an inspection and, in certain circumstances, it may be necessary to send the item away to the manufacturer to confirm the fault. All goods purchased from CRC are normally covered by a manufacturer's warranty, which, generally speaking, will cover manufacturing faults and defects including poor workmanship. We will always honour the manufacturer's warranty where applicable (these are normally one year). If your product develops a fault within 30 days of purchase, please return following the "How to make a return" steps and we will issue a refund. Please select the return Reason "Faulty" when returning your item via Rebound. Following the 30 days period, we’ll repair the product as long as it’s within the terms and conditions of our warranty. If you feel that your purchase has developed a fault, then please contact us with photographs of the issue before returning any goods - we may be able to solve your problem without you incurring any postage costs. We will then get in contact with you for the next steps in completing your claim.
  • How do I return a used/broken item?
  • If your item has been used and there is a problem with the product you can raise a warranty claim with us. All the information you need to do this is on our Warranty Claims page. Once we receive your query we will make every effort to get your claim assessed quickly and get you back to you with the next steps.
  • Who pays for my return delivery cost?
  • If the item is being returned as a result of our error, (damaged, defective, wrong item sent etc), we will refund Royal Mail First Class or Standard Parcel postage costs. Other returns are payable by you and non-refundable. Free UK returns are available with the Asda toyou service. There is a charge of £2.95 for all other returns procedures. For large items or from regions were local postage is very costly please contact us for additional options.
  • I’ve returned my item, what happens next?
  • Once your return is received back at our warehouse, it will be processed within 7 days.
  • What if there is an issue with my return request?
  • Don’t worry if there are any problems a member of our team will be in touch to sort it out. They will email you at the email address you used when placing the order.
  • Can I return an item I bought in store to the website and vice versa?
  • The simplest way to return an item is to return it to where you bought it. This gives you the flexibility to get a refund or pick another item (or items) to exchange it with.
  • Can I claim a refund for customs duty?
  • If you have paid duty for the order you received and you're returning it to us, you should be able to claim a refund of duties from your local customs authority. To find out how and for any other queries about customs duty please contact your local customs authority.
  • Where will my refund be paid to?
  • Your refund will be paid back to you via the original payment method you used to purchase the item. Please see different refund/payment methods below: 1. Credit/debit card - If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. 2. Paypal – we'll process a refund to your PayPal account originally used to place and pay for the order. 3. Gift voucher – If you paid for using a gift voucher you will be given a gift voucher to the relevant value.
  • Damaged, Incorrect & Incomplete?
  • If you have received an item that is damaged, not what you ordered, or is missing parts please contact us with photographs of the issue before returning any goods - we may be able to solve your problem without you incurring any postage costs.
  • How we will refund you
  • 1. Credit/debit card - If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. 2. Paypal – we'll process a refund to your PayPal account once we receive your item. 3. Gift voucher – If you paid for using a gift voucher you will be given a gift voucher to the relevant value.
  • Cancellation rights at law
  • For purchases made in Australia, see the Australia Policy. You also have rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which state that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund. You have the right to cancel this contract within 14 days from delivery without giving any reason. This right does not apply to any customised or personalised goods bought through our website. To exercise this right please Contact Us prior to the expiry of the cancellation rights period. If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). Where charges apply, you are responsible for paying the return delivery charges. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than: 14 days after the day we received back from you any goods supplied; or (if earlier) 14 days after the day you provide evidence that you have returned the goods; or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following: up to 30 days: if your goods are faulty, then you can get a refund; up to six months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases; up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back. This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk. Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law. Please contact us, if you want: us to repair the goods; us to replace the goods; a price reduction; or to reject the goods and get a refund.
  • Australia Policy
  • The following terms apply to purchases made in Australia. Notwithstanding the terms set out above, we accept liability for all legal guarantees and warranties expressed or implied to the transactions under the Competition and Consumer Act 2010, or any other legislation (such as the Fair Trading Acts (or equivalent legislation) in each State and Territory in Australia) the effect of which cannot be excluded. The Australian Consumer Law provides a number of guarantees for purchased goods which cannot be excluded, restricted or modified. You are entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage. If the failure does not amount to a major failure but the goods fail to be of acceptable quality, you are entitled to have the goods repaired or replaced. This contractual warranty does not apply if any problems, damage or defects arise as a result of: - the improper, negligent, abusive or inappropriate use of the goods; - the unauthorised modification of the goods; or - the failure to comply with the installation, maintenance or use instructions of the goods. Where we are permitted by law, we will not be liable to you for indirect and consequential loss arising from or connected to the goods. Please follow our instructions below to initiate a replacement, refund or repair of your goods. We will accept returns and provide you with a replacement for the goods (subject to availability), refund or repair where: - The goods are not of acceptable quality, or - The goods are not fit for its intended purpose, or - The goods do not match the description on our website. Please contact us with your return request and please provide us with: - the Order number; - a description of the problem or the reason for your request to the return the goods; - photograph(s) of the goods, if relevant; - your name and contact details. The above is not intended to limit or exclude any rights and remedies which may be available to you under the Australian Consumer Law.
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