Returning an item

Returning an Item

We aim to make things as simple as possible for you - if you change your mind or find an item just isn’t right for you, you have a full 365 days to return your goods, subject to the conditions outlined in our Returns Policy below.

This policy is applicable to standard returns only. If you believe your item has developed a fault, please refer to our Warranty page, here. If there is a problem with an item you have received, please get in touch with our Customer Service Team, via Live Chat or email, before returning the item.

  • Return Policy
  • If you change your mind or find an item just isn’t right for you, you have a full 365 days to return your goods for a refund, subject to the exceptions outlined below. We are unable to offer exchanges for unwanted items; if you wish to purchase another item, please place a separate order on our website and we will dispatch this as soon as we can.

    All goods must be returned unused, in a saleable condition and in their original packaging with all labels still attached. They should also be securely packaged in a sealed box, to ensure the contents are protected during transit.

    Returned items will be checked by our Returns Team to ensure they meet the criteria set out in this Returns Policy. If your return does not comply with these conditions, we may not be able to process a full refund. We will contact you in such circumstances.

    Refunds will be issued to the original payment method on the order within 5 days of receipt at our warehouse.

    Exceptions to the Returns Policy

    • Nutritional products or those with a best before date must be returned within 28 days
    • Personalised or customised 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 (with protective packaging intact)
    • Gift vouchers cannot be returned
    • Products received over 365 days ago cannot be returned
    • Products that have been opened or unsealed cannot be returned
    • Products returned in an unsatisfactory condition cannot be returned
    • Products which have been damaged in return transit due to insufficient packaging cannot be returned

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

    This Return Policy does not affect your statutory rights.

  • How to Return an Item
  • To initiate a return, simply click on the area below and follow the steps as outlined:

    MAKE A RETURN
    (this will open in new tab)

    1. Click ‘Get Started’ and enter your CRC Order ID and your postcode, email or phone number
    2. Select the items you wish to return*, along with the reason for return
    3. Confirm your personal information
    4. Choose your preferred returns service and complete payment for your return postage, if applicable (some free return options are available)
    5. Print your returns form and postage label, if applicable (some paperless returns are available)
    6. Pop the returns form inside your parcel, along with the items you wish to return
    7. Attach the postage label to the outside of your parcel and drop it off at your selected courier’s depot. Please keep hold of your return postage receipt.

    *Large items (such as bikes, frames, racks, and turbo trainers) cannot be returned via our online portal. For more details on how to return a large item, click on ‘How to Return a Large Item’ below.

    Returned items must be securely packaged in a sealed box, to ensure the contents are protected during transit. Chain Reaction reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging.

    If you would prefer to return your item via a local courier service, simply complete a Returns Form and send this, along with the item, to the following address:

    Returns, Chain Reaction
    Citadel Logistics Centre
    Black Country New Road
    Bilston
    WV14 7BR
    UK

    We recommend using a tracked courier service. Return postage is non-refundable.

    Please note, our current return methods are not available for Guernsey, Jersey or the Isle of Man. Items should be posted via a local courier as outlined above.


    Self-Post Returns from Outside the EU or a BFPO Address

    Please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.

  • How to Return a Large Item
  • Due to courier restrictions, large items (such as bikes, frames, racks, and turbo trainers) are not currently eligible for returns via our online portal.

    These items can be returned via a local courier service of your choice (postage rates can vary; to get a quote please contact your local courier) or alternatively we can arrange to have the item collected from you, at our reduced courier rates (£20 within the UK or if you are outside the UK please contact us for a quote).

    To request a collection, simply contact our Customer Service Team to confirm the details below:

    • Full name
    • Order reference
    • Item being returned
    • Weight and dimensions of the parcel
    • Collection address including postcode
    • Preferred collection date (Monday – Friday)
    • Contact telephone number (in case the driver needs to get in touch)

    Once the collection has been booked, you will receive a confirmation email with further details. Please ensure you are available at your address on the indicated date with the parcel ready to be collected.

    To prepare your parcel, carefully package your item into the original box, in the same condition as it was received, to ensure all parts are protected. If you no longer have the original box, we can post a new one out to you. The cost for a box is £25 within the UK. If you are outside the UK, please contact us for a quote.

    Before sealing the box, please click here to complete a returns form and pop this inside the parcel along with your item.

    Bikes must be returned new and un-ridden, in a saleable condition and in their original packaging with all labels and stickers still attached. Chain Reaction reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging.


    Self-Post Returns from Outside the EU or a BFPO Address

    Please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.

  • How to Return an Item from Australia
  • If you have purchased a Garmin, Rockshox, Shimano, SRAM, Suunto or Tacx product from Australia, it may have been dispatched from our Australian warehouse. If this is the case, it may not be possible to return the item via our online returns portal.

    If you are unable to create a return from Australia for one of the above products, please complete an Australian Returns Form here and send this, along with the item, to the following address*:

    ACR Supply Partners
    PO Box 1811
    PENRITH BC NSW 2751

    *This is only applicable to the above items, if you are unable to create the return via our returns portal.


    Important Notice for our Australian Consumers

    Nothing in our 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.

    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.

  • Update on my Return
  • Return transit timeframes can vary, depending on the shipping country and the courier service selected.

    Please use the following estimated timeframes, from the postage date, as guidance:

    • UK & EU – 15 days
    • Outside EU – 25 days

    Our Returns Team will process your return within 5 days of the parcel being delivered to our warehouse and you will receive a notification via email once the return has been processed.

    In the meantime, keep an eye on your courier tracking to follow the movement of your returned parcel. Please note, some parcels may route back to our warehouse via a national hub or depot. Upon arrival at the courier’s depot, parcels will be consolidated for return to our warehouse in one shipment. Returned items can only be processed once the parcel has arrived back in our warehouse.

    If your return tracking does not show the parcel has been delivered within the estimated timeframes outlined above, or your return has not been processed within 5 days of being delivered to our warehouse, please send us a copy of your postage receipt so that we can look into this further for you.

  • Return FAQs
  • 1. Should I contact you before returning an item?
    There is no need to contact us before returning an item unless there is a problem with the goods. If so, please contact us via Live Chat or email before you create a return.


    2. Can I return my item for an exchange?
    We are unable to offer exchanges for unwanted items; if you wish to purchase another item, please place a separate order on our website and we will dispatch this as soon as we can.


    3. Can I return multiple orders together in one parcel?
    Orders should be returned individually, with all items matching the return generated on our returns portal. We kindly ask that you avoid returning multiple orders inside the one parcel as this may cause issues with the return. If, however, you do wish to do so, please ensure you include a note inside the parcel with the order reference for each item you are returning. If there are any issues with your return, we will be in touch.


    4. Do I need a printer to return an item?
    We offer paperless returns via Asda ToYou and Hermes, which only require a QR code to be presented and scanned at your local store. If you are unable to print a returns form, don’t worry, simply include a handwritten note inside the parcel with the following details:

    • Your name and address
    • The original order number (can be found in My Account)
    • The reason for return

    Alternatively the parcel can be sent directly to the following address:

    Returns, Chain Reaction
    Citadel Logistics Centre
    Black Country New Road
    Bilston
    WV14 7BR
    UK

    We recommend using a tracked courier service. Return postage is non-refundable.


    5. How much is return postage and who pays for it?
    We offer a huge range of return courier services, some of which are completely free of charge. The options available to you will depend on where you are posting your parcel from and the item(s) being returned. The prices will be displayed when you create a return via our online portal. Postage on standard returns is non-refundable, however if your item is being returned as a result of our error (damaged, defective, wrong item sent etc), we will refund standard postage costs. If there is a problem with your item, please contact us and we will make every effort to resolve the issue without having to get the item returned.


    6. Can I post an item back myself, without using your online portal?
    If you would prefer to return your item via a local courier service, simply complete a Returns Form here and send this, along with the item, to the following address:

    Returns, Chain Reaction
    Citadel Logistics Centre
    Black Country New Road
    Bilston
    WV14 7BR
    UK

    We recommend using a tracked courier service. Return postage is non-refundable.


    7. 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. If the duty costs were included in the price of your order on our website, please get in touch with our Customer Service Team.


    8. 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.


    9. I’ve returned my item, what happens next?
    Return transit timeframes can vary, depending on the shipping country and the courier service selected. See the ‘Update on My Return’ section for more details. Once your return is received back at our warehouse, it will be processed within 5 days. You will receive a notification via email once the return has been processed.


    10. What if there is an issue with my return request?
    Don’t worry, if there are any problems with your return, a member of our team will be in touch, via email, to sort it out.


    11. Can I return an item I bought in store to the website and vice versa?
    We encourage you to return items to the original source to avoid potential delays with the return. If you purchased your item via our website, please use our online returns portal to create a return.


    12. Can I return an item if I have worn it and changed my mind?
    You can try an item on for size, but please do not remove any labels or use the item if you are considering returning it. All goods must be returned unused, in a saleable condition and in their original packaging with all labels still attached.


    13. Can I return an unused item if it is over 365 days since the order was placed?
    Unfortunately, we cannot accept the return of goods outside of the 365-day period. We apologise for any disappointment this may cause.


    14. I’ve changed my mind and would like to amend or cancel my return, how do I do this?
    If you wish to make any changes to a return, please contact our Customer Service Team via Live Chat or email.


    15. I’m having difficulties creating a return, what should I do?
    We are sorry to hear you are experiencing an issue with our online returns portal. Please contact our Customer Service Team via Live Chat or email so that we can help out.

  • Cancellation Rights at Law
  • For purchases made in Australia, see ‘How to Return an Item from Australia’.

    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.