CORE Bike Shop

Returns, Refunds & Cancellations Policy

Last updated: August 2026

At CORE Bike Shop, we want you to be happy with your purchase. This policy explains your rights and our procedures for returns, cancellations, refunds, faulty goods, special-order items and warranty claims.

Different rules apply depending on whether you purchased goods online or in person from our shop, so please read the relevant section below.

Nothing in this policy affects your statutory rights.

1. About Us

CORE Bike Shop is operated by:

CORE Bike Fit Ltd trading as CORE Bike Shop
Company number: 14124830
Topsham, Exeter, Devon, United Kingdom

In this policy, “CORE Bike Shop”, “CORE”, “we”, “us” and “our” refer to CORE Bike Fit Ltd trading as CORE Bike Shop.

ONLINE PURCHASES

2. Your Right to Cancel an Online Order

If you are a consumer purchasing goods from us online, you normally have the right to change your mind and cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have 14 days from the day after you receive your goods to tell us that you wish to cancel.

If your order consists of multiple goods delivered separately, the cancellation period normally runs from the day after you receive the last item.

You do not need to give us a reason for cancelling.

To cancel, please contact CORE Bike Shop and provide:

• your name;
• your order number; and
• details of the item or items you wish to return.

You may contact us using the contact details provided on our website.

3. Returning an Unwanted Online Purchase

Once you have told us that you wish to cancel, you must send the goods back to us within 14 days.

Unless the goods are faulty, damaged, incorrectly supplied, or we have agreed otherwise, you are responsible for the direct cost of returning unwanted goods.

We recommend using a suitable tracked delivery service and retaining proof of postage until your return has been completed.

You are responsible for ensuring that returned goods are packaged appropriately and adequately protected during transit.

Please contact us before sending a return if you are unsure about the appropriate return method.

4. Condition of Returned Online Goods

You are entitled to inspect and handle goods to the same extent that you reasonably could if examining them in a physical shop.

You are responsible for any reduction in the value of the goods caused by handling them beyond what is reasonably necessary to establish their nature, characteristics and functionality.

Where reasonably applicable, please return goods with their:

• original packaging;
• labels;
• manuals and instructions;
• accessories; and
• any other items originally supplied with the product.

Opening packaging does not automatically remove your right to cancel.

However, where your handling or use of a product has reduced its value, we may make an appropriate deduction from your refund where permitted by law.

For cycling products, this may include circumstances where a component has been fitted, ridden or used to an extent beyond what would reasonably be necessary to inspect it and this has resulted in fitting marks, wear, damage or another reduction in value.

5. Refunds for Cancelled Online Orders

Where you validly exercise your right to cancel an online purchase, we will refund the price you paid for the returned goods.

If you paid a delivery charge, we will also refund the cost of our least expensive standard delivery option applicable to the order.

If you chose an enhanced or more expensive delivery service, such as express or timed delivery, we are not required to refund the additional amount above the cost of standard delivery.

We may withhold your refund until:

• we receive the returned goods; or
• you provide evidence that you have sent the goods back,

whichever occurs first.

We will then issue the refund within the period required by law.

Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.

Please be aware that your bank, card issuer or payment provider may take additional time to process the refund after we have issued it.

6. Exceptions to Online Change-of-Mind Returns

There are certain circumstances where the statutory right to cancel an online purchase does not apply.

These can include goods that are:

• made to your specifications or clearly personalised;
• liable to deteriorate or expire rapidly; or
• sealed for health protection or hygiene reasons where the seal has been broken after delivery and the relevant legal exemption applies.

Other statutory exceptions may also apply depending on the nature of the goods or contract.

A product is not automatically excluded from statutory cancellation rights simply because CORE Bike Shop has ordered it from a supplier specifically to fulfil an online order.

Where a product is genuinely made to your individual specifications, personalised or modified for you and the statutory exemption applies, we will make this clear before your order is confirmed.

None of these exclusions affects your statutory rights where goods are faulty, not as described or otherwise fail to conform to the contract.

IN-STORE PURCHASES

7. Change-of-Mind Returns for Goods Purchased In Store

The statutory 14-day cancellation right applying to most online purchases does not generally apply to goods purchased in person from our shop.

If you purchase an item in store and simply change your mind — for example, you decide you would prefer a different colour or no longer want the item — you do not automatically have a statutory right to a refund.

Where we agree to accept a non-faulty in-store item back, any refund, exchange or credit note is offered at our discretion and may be subject to reasonable conditions.

This does not affect your statutory rights if the goods are faulty, not as described or otherwise do not conform to the contract.

8. Special Order Items

From time to time, CORE Bike Shop may agree to specially order a product that we do not normally hold in stock specifically at a customer’s request.

Special Orders Placed In Store

Where you ask us to obtain a specific product specially for you as part of an in-store purchase, please make sure that the product, specification, size, colour, compatibility and any other relevant details are correct before confirming your order.

Unless otherwise agreed by CORE Bike Shop, non-faulty special-order items ordered specifically at your request cannot be returned, exchanged or refunded simply because you change your mind, no longer require the item, have ordered the wrong specification, or the item is unsuitable for your intended use.

We will make it clear at the time of ordering where an item is being supplied as a special order and is therefore excluded from our voluntary change-of-mind returns policy.

This does not affect your statutory rights.

If a special-order item is faulty, not as described, not of satisfactory quality or not fit for a purpose that was made known to us and reasonably relied upon, you may still have remedies under the Consumer Rights Act 2015.

Special Orders Made Online or at a Distance

Where an ordinary, non-personalised product is purchased under a qualifying distance contract, the fact that CORE Bike Shop has ordered that product from a supplier specifically to fulfil your order does not by itself remove any statutory cancellation rights you may have.

However, statutory cancellation rights may not apply where goods are made to your specifications or clearly personalised, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where this exception applies, we will make this clear before the order is confirmed.

Nothing in this section limits your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods.

9. Bikes and Frames

Bikes and frames are sold by CORE Bike Shop in person and are not available for purchase through our online store.

Where a bike or frame is purchased in person from our shop, the statutory 14-day distance-selling cancellation period does not apply simply because you later change your mind.

Any change-of-mind cancellation, return or exchange of a non-faulty bike or frame purchased in store is therefore at the discretion of CORE Bike Shop and subject to any terms agreed with you at the time of purchase.

Where a bike or frame has been specially ordered for you at your request, the Special Order Items provisions above will also apply.

This does not affect your statutory rights if a bike or frame is faulty, not as described, not of satisfactory quality or not fit for purpose.

If a contract for a bike or frame is concluded remotely rather than in our shop, different consumer cancellation rights may apply depending on the circumstances.

FAULTY GOODS

10. Faulty, Damaged, Incorrect or Misdescribed Goods

Your rights where goods are faulty are separate from your right to change your mind.

Under the Consumer Rights Act 2015, goods supplied to consumers must meet certain legal requirements, including being:

• of satisfactory quality;
• fit for purpose; and
• as described.

These rights apply to qualifying purchases whether you bought the goods online or in our shop.

If you believe an item is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as reasonably possible.

Please provide:

• your name;
• your order number, receipt or other proof of purchase;
• details of the product;
• a description of the problem; and
• photographs or other evidence where this would help us assess the issue.

11. Your Rights When Goods Are Faulty

Depending on the circumstances, your statutory remedies under the Consumer Rights Act 2015 may include:

• a short-term right to reject qualifying faulty goods and receive a refund;
• repair;
• replacement;
• a reduction in price; or
• a final right to reject the goods.

The appropriate remedy depends on factors including the nature of the fault and how long you have owned the product.

The statutory short-term right to reject qualifying faulty goods is normally 30 days.

After that period, you may have rights to a repair or replacement and, in certain circumstances, a price reduction or final right to reject.

Nothing in this policy is intended to restrict these rights.

12. Return Costs for Faulty or Incorrect Goods

If goods need to be returned because they are faulty, damaged on arrival, incorrectly supplied or otherwise fail to conform to the contract, CORE Bike Shop will arrange an appropriate return or reimburse reasonable return costs where required.

Please contact us before returning the item so that we can advise you on the appropriate procedure.

13. Damage During Delivery

If an online order appears to have been damaged during delivery, please contact us as soon as reasonably possible.

Where possible, please:

• photograph the external packaging;
• photograph any visible damage to the product;
• retain the packaging;
• retain all supplied parts and accessories; and
• send us your order number and details of the damage.

Reporting delivery damage promptly helps us investigate the matter with our courier.

Any request that you notify us promptly of delivery damage does not remove or restrict your statutory consumer rights.

WARRANTIES

14. Manufacturer Warranties

Many of the bikes, frames, components, clothing, accessories and other products we sell are supplied with a manufacturer’s warranty or guarantee.

If a product develops a fault, please contact us and we will help assess the issue and, where appropriate, liaise with the relevant manufacturer or distributor.

A manufacturer’s warranty is in addition to your statutory rights. It does not replace or restrict the rights you may have against CORE Bike Shop as the retailer.

Manufacturer warranties vary between brands and products and may contain their own conditions and exclusions.

Depending on the manufacturer’s terms, warranty cover may not apply to issues caused by matters such as:

• normal wear and tear;
• crash or accidental damage;
• misuse;
• neglect;
• inadequate maintenance;
• incorrect installation;
• unauthorised modification; or
• use contrary to the manufacturer’s instructions.

The existence or terms of a manufacturer’s warranty do not limit any statutory rights that apply to your purchase.

15. Wear-and-Tear Items

Some cycling products and components naturally wear through normal use.

Depending on the product, examples can include:

• chains;
• cassettes;
• chainrings;
• brake pads;
• brake discs;
• tyres;
• bearings;
• cables;
• bar tape and grips; and
• other consumable or wear-related components.

Normal wear and tear is not necessarily a product fault.

However, describing a product as a wear item does not remove your statutory rights. If a product fails prematurely because it was faulty, not of satisfactory quality, not fit for purpose or not as described, your statutory rights may still apply.

16. Incorrect Installation, Maintenance and Use

We may need to inspect a product or obtain information about its installation, maintenance and use when assessing a reported fault.

Damage resulting from incorrect installation, misuse, crash damage, neglect, unauthorised modification or failure to maintain a product appropriately may not constitute a manufacturing or product fault.

This does not affect your statutory rights where the product itself fails to conform to the contract.

Where CORE Bike Shop has installed or fitted the product for you, any applicable statutory rights relating to that service are unaffected.

OTHER RETURNS

17. Sale and Discounted Goods

Goods purchased in a sale, promotion or using a discount are covered by the same statutory consumer rights as goods purchased at full price.

Being discounted does not remove your rights where an item is faulty or your applicable cancellation rights for qualifying online purchases.

However, if an item was specifically reduced in price because of a particular defect and that defect was clearly brought to your attention before you purchased it, you cannot subsequently rely on that disclosed defect as the reason for claiming the goods were faulty.

18. Exchanges

If you would like a different size, colour or product, please contact us.

Where appropriate and stock permits, we may be able to arrange an exchange.

For online purchases, it may sometimes be simpler for us to refund the returned item and for you to place a new order for the replacement product.

Our voluntary exchange arrangements do not restrict your statutory rights.

Special-order items are excluded from our voluntary exchange policy unless otherwise agreed by CORE Bike Shop.

19. Proof of Purchase

We may ask for reasonable proof that the product was purchased from CORE Bike Shop when processing a return, refund or warranty claim.

Proof of purchase does not necessarily have to be the original paper receipt. Depending on the circumstances, suitable evidence may include:

• an order confirmation;
• an order number;
• a receipt;
• a bank or card statement; or
• another reasonable record of the purchase.

HOW TO MAKE A RETURN

20. Starting a Return

Please contact CORE Bike Shop before sending an item back.

For the quickest assistance, please provide:

• your full name;
• your order number, receipt or other proof of purchase;
• the product you wish to return;
• whether the product was purchased online or in store; and
• the reason for the return.

If you believe the product is faulty or damaged, please include a brief description and photographs where appropriate.

We will then advise you of the appropriate next steps and return instructions.

Please do not send goods to a manufacturer or distributor unless we or the manufacturer have specifically instructed you to do so.

21. Your Statutory Rights

This policy is intended to provide a clear explanation of our returns and refunds procedures. It does not exclude, restrict or replace any rights or remedies you have under applicable UK consumer law.

These may include rights under the:

Consumer Rights Act 2015; and

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where there is any conflict between this policy and a statutory consumer right that cannot lawfully be excluded or restricted, your statutory rights will take precedence.

22. Contact CORE Bike Shop

If you have any questions about a return, refund, faulty product or warranty claim, please contact CORE Bike Shop using the contact details provided on our website.

CORE Bike Fit Ltd trading as CORE Bike Shop
Company number: 14124830
Topsham, Exeter, Devon, United Kingdom