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Customer Service and Returns Policy

Customer Service

Our Customer Service Team are keen to help with any query or request you may have and they are contactable via email at or on 0117 330 2277.

Returns Policy


You can cancel your order anytime before delivery by: emailing us at  or phoning us on 0117 330 2277

Non-Faulty Goods 

Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packing and accessories. Any 'Free Gifts' received with the product must also be returned.

You will receive a full refund less the cost of the outbound shipping, provided you return the product to us at the above address and in unused and new condition.

Faulty Goods

If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair or exchange. We will always offer you the choice of an exchange or refund if the fault occurs within 7 working days of delivery.

To qualify for a refund or exchange the product must be:

Found to actually be faulty
in otherwise "as new" condition and
Complete with any accessories and free gifts offered with it 

In the event of a product found not to be faulty no refund will be made and the product will be returned to the customer at their expense.

Please return the product to Cycle Racks Direct or phone after sales on 0117 330 2277(9am to 5.30pm Monday - 9am to 4.30pm Friday). If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items the guarantee period is three months from delivery.

Any refund due to a fault or other defect may include a refund of the applicable delivery charge up to a maximum of £5.50. Replacement goods are sent by standard delivery only (i.e. premium services are not available).

Returns & Replacements 

If you want to return an item to us please call us on 0117 330 2277 to obtain a Returns Number, and details of how to return the item to us, before returning the item. 

We will refund returns postage where faulty items are being returned for a replacement. For heavy or bulky items we may be able to offer a collection service. The postal service to use will be explained when the Returns Number is issued. 

Once you have received your Returns Number please send the item to: 

Cycle Racks Direct - Returns Department
Unit 5A,
Babdown Airfield Industrial Estate,

We are unable to refund returns postage where an item is being returned for a refund. 

Orders can be placed through this website, by phone, fax or email and payed by Credit/Debit card, Postal Order or Cheque.