Delivery and returns

Delivery & Returns Policy

Last updated: 9^th February 2025

1. Delivery Policy

1.1. Delivery Areas

• We offer free local delivery for all new bike and turbo trainer purchases within the following postcodes:
  TW1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19 and 20
  KT1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15 and 16
  SW19 and 20
• UK Mainland delivery is available for parts, accessories, and clothing.

1.2. Delivery Times & Costs

• We aim to dispatch all in-stock items within 1 business day.
• Delivery times are estimated and not guaranteed. Delays may occur due to unforeseen circumstances.

1.3. Order Tracking

• Once your order has been dispatched, you will receive an email confirmation with tracking details.
• If you haven’t received your order within the expected time frame, please contact us on 020 8941 9397 or at info@birdiebies.co.uk.

1.4. Click & Collect

• You can choose to collect your order from our store at 7 Wensleydale Road, Hampton, Middlesex, TW12 2LP during opening hours.
• Instock orders will be ready for collection within 1-2 days. Please bring your order confirmation and a valid ID.

2. Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you need to return an item, please read our policy below.

2.1. Returns Eligibility

• Items must be returned within 30 days of receipt.
• Items must be unused, in their original condition, and in the original packaging.
• Proof of purchase (order confirmation or receipt) is required.

2.2. Non-Returnable Items

The following items cannot be returned unless they are faulty:

• Custom-built or personalized bikes.
• Gift cards and vouchers.
• All sale and/or reduced items.

2.3. Return Process

• Online Purchases:
1. Email us at info@birdiebikes.co.uk with your order number and reason for return.
2. We will provide you with return instructions.
3. Ship the item back to us at 7 Wensleydale Road, Hampton, Middlesex, TW12 2LP. Return shipping costs are the customer's responsibility (unless the item is faulty).
• In-Store Purchases:

• Visit our store with the item and proof of purchase. Our team will assist you with your return.

2.4. Refunds

• Once we receive and inspect your return, we will process your refund within 5 business days.
• Refunds will be credited to your original payment method. Processing times may vary depending on your bank.
• Shipping fees are non-refundable unless the return is due to an error on our part.

2.5. Exchanges

• We offer exchanges for incorrectly sized bikes and accessories (subject to stock availability).
• Items must be unused, in their original condition, and in the original packaging.
• If the item you want is unavailable, we will offer a refund or store credit.

3. Faulty or Damaged Items

If you receive a damaged or faulty item:

1. Contact us at info@birdiebikes.co.uk within 7 days of receiving your order.
2. Provide photos of the damage/fault.
3. We will arrange a replacement or refund.

4. Part Exchange Program (Kids’ Bikes & Adult Bikes)

• Kids' Bikes:
• We accept part exchange on kids' bikes originally purchased from Birdie Bikes.
• The exchanged bike's value will be applied toward the purchase of a new bike.
• Adult Bikes:
• Part exchange is available for select adult bikes (excluding electric bikes).
• Please contact us for eligibility and valuation.

5. Contact Us

If you have any questions about our Delivery & Returns Policy, feel free to contact us:
📧 Email: info@birdiebikes.co.uk
📞 Phone: 020 8941 9397
📍 Address: 7 Wensleydale Road, Hampton, Middlesex, TW12 2LP