Returns Procedure

Blazing Bikes – Returns & Complaints Procedure (In-Store & Online Purchases)

At Blazing Bikes, we want you to be completely satisfied with your purchase, whether you shopped with us in-store or online. We understand that sometimes things don’t work out — and we’re here to help. Please review our returns and complaints policies carefully, including your rights under UK law.

Standard Returns Policy (Online & In-Store)

If you change your mind, you can return your purchase within 28 days of the date of purchase (in-store) or dispatch (online) for a full refund, provided the item is:

In new, unused condition
Complete with all original packaging, labels, and accessories

We ask customers to shop confidently and responsibly. While we understand that “buy-to-try” is more common with online shopping, it can place a significant strain on small businesses. Please help minimise unnecessary returns and postage costs.

How to Return an Item

For Online Purchases:

Log your return via the Returns section on our website.
You do not need a return authorisation code — just return the item promptly.
Include your original invoice and a brief note explaining the reason for return.

For In-Store Purchases:

Return the item directly to our store with your original receipt.
A staff member will assist you with the refund or exchange process.

Return Address (for posted items):

Blazing Bikes
Marshbrook
Church Stretton
Shropshire
SY6 6QE

Please note: You are responsible for the goods until received by us. We recommend using an insured and trackable delivery method and retaining proof of postage.

Condition of Goods for Returns

Returned items must be:

Unused, unassembled (unless originally delivered assembled), and in as-new condition
Complete with all original packaging, labels, and accessories

Returns that do not meet these conditions may be ineligible for a full refund, or may be subject to a deduction to reflect any loss in value.

Refund Timeframes

Refunds are typically processed on the day we receive returned goods. During busy periods, please allow up to 7 working days before contacting us.

Exchanges

Need something else instead?
The fastest option is to:

Place a new order for the item you want.
Return the original item following the standard process.

For in-store purchases, exchanges can be processed at the till with your original receipt.

Faulty Goods

If an item is faulty or damaged on arrival:

Contact us immediately for assistance. We will offer a replacement or refund and cover the return postage where applicable.

If a fault develops after use:

Contact our customer service team before returning the item.
Depending on the nature of the fault and how long you’ve had the item, we may offer a repair, replacement, or refund.

We will either send you a prepaid returns label or reimburse your return postage (subject to weight and method) if a return is necessary.

Contact Us

Email: [email protected]
Call: 01694 781515 (Mon–Fri, 9:00 AM – 5:00 PM)

Your Legal Rights

Consumer Rights Act 2015

You have the right to reject goods that are:

Of unsatisfactory quality
Unfit for purpose
Not as described

This right lasts for 30 days from the date you receive the goods. After this, you may still be entitled to a repair or replacement.

Consumer Contracts Regulations 2013 (Online & Distance Sales Only)

If you purchased online or by phone, you have the right to:

Cancel your order within 14 days of receiving the goods — no reason needed
Then return the goods within 14 days of cancellation

Note: Return postage is your responsibility unless the item is faulty or misdescribed. This regulation does not apply to bespoke, customised, or personalised goods.

Complaints

We aim to provide the highest standard of customer service. If you're unhappy with any part of your experience, please contact:

Will (Shop Manager)
Email: [email protected]
Call: 01694 781515

We aim to resolve complaints promptly. If we cannot resolve your issue within 7 working days, we’ll keep you informed of progress and give you a realistic timeframe for resolution.

Financial Ombudsman Service

If your complaint relates to a finance agreement regulated by the Financial Conduct Authority (FCA) and you’re unhappy with our final response, you can refer your complaint to:

Financial Ombudsman Service
You must do this within six months of receiving our final response or holding letter.