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Criterium Cycles Returns Policy

This Returns Policy is governed by and subject to our Terms and Conditions which you can read HERE.

Any item purchased online (excluding any nutrition products or underwear) can be returned to us either by post / courier or in person at our store for the processing of exchange or refund. The item must be returned to us in "showroom condition", in its original packaging and with all tags still attached. It must be unmarked and include all warranty information and any user manuals / documentation. You must also include in the package, or bring with you if returning to the store, a valid receipt/delivery note.

Customers are accountable for return shipping charges.

Returning Items by Post

If you are returning items by post, then we do advise you to use a ‘signed for service’ when returning any items to us.

However, whether you use a ‘signed for service’ or not, you should always keep your proof of postage / receipt and send your package using a recorded delivery method to the following address:

Criterium Cycles
Dobbies Garden World, Edinburgh
Melville Nurseries
Lasswade
Midlothian
EH18 1AZ

Return Items to the store

If returning items in person to our store then you must return the item to us in 'showroom condition’, with its original packaging any tags, unmarked, and including all warranty, cards, manuals and accessories. You must also include / bring with you a valid receipt/delivery note.

Faulty items/ Wrong Item Received

If you have received items that are faulty or alternatively not what you ordered then please send them back to us and we will cover your delivery costs of returning the item(s) as long as you do so within 14 days of you receiving them in the first place.

If you believe the item you received to be faulty, please include a covering letter with your return describing the fault and whether you would like the item to be replaced or refunded. Once the item arrives back with us, you will receive an email notifying you of safe receipt and we will update you as to progress in processing your return as appropriate.

Faulty items may have to be sent by us to the original supplier to confirm the fault. This can take a little time so please bear with us whilst we do this as this step needs to be completed before we can process your request for a replacement/refund.

When returning faulty or incorrect items to us, please use Royal Mail 1st Class Recorded so that you have a tracking reference. In the event that your return is confirmed as a faulty/wrong item we will refund your postage charge as long as it is 1st Class Recorded or a lower value service or up to that value. We do not refund premium services.

If it subsequently transpires that:

- we had supplied the correct product; and / or
- it is not faulty; and / or
- you return it to us outside of the 14 day period stated above

then we will not be able to refund the postage costs to you but instead will simply process the item as a refund.

Refunds

All refunds will be processed using the same method(s) of payment used for the original purchase. Credit and debit card refunds will be made to the card used for the original transaction. We are unable to offer any refund without a valid receipt/delivery note.

Refunds will be made for faulty or incorrect items, including any postal charges incurred by you when sending the item back to us.

Order not received

If you do not receive your order please call us on 0131 663 6220 and a member of staff can confirm the shipping date. We cannot consider an item to be lost until 15 working days have elapsed from the shipping date. This is according to Royal Mail procedures. Once the 15 working days have passed we will be able to issue a full refund or resend your order.
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