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Returns & refunds
Changed your mind or something is not right? Here is how returns and refunds work, in plain English. This does not affect your legal rights.
14 days to change your mind
Online orders can be cancelled within 14 days of delivery. How it works
Faulty item?
You are covered by the Consumer Rights Act 2015. Your rights
Start a return
Email us with your order number and what you would like to return. Email us
Online orders: your 14-day right to cancel
If you bought from our website, you can cancel your order for any reason within 14 days of the day you receive it. Tell us by email at contact@foxvalleybikes.com or call 0114 288 8514, then send the item back within 14 days of telling us.
We will refund the price you paid and the standard delivery cost within 14 days of getting the item back (or of you showing us proof you sent it back, if sooner). We refund to the payment method you used.
You pay the cost of sending the item back unless it is faulty or not as described. Please pack it carefully. If an item has been used or handled more than you would need to in a shop to check it, we may reduce the refund to reflect any loss in value.
What cannot be returned
- Items that have been fitted to a bike, or parts cut or adjusted to size at your request.
- Items made or modified to your specification.
- Workshop services that have been fully carried out with your agreement.
- Sealed items, such as lubricants and sealants, once the seal is broken.
Faulty or not as described
If something you buy from us is faulty, not as described or not fit for purpose, you are entitled under the Consumer Rights Act 2015 to a full refund if you tell us within 30 days of receiving it. After 30 days you are entitled to a repair or replacement, and to a refund if that does not fix the problem.
Contact us first so we can arrange the best way to get it back to us. We cover reasonable return costs for faulty items.
Used and refurbished bikes
Every used and refurbished bike is checked by our workshop before sale and comes with a warranty, shown on the bike listing. The warranty is in addition to your legal rights and does not cover normal wear and tear, crash damage or parts changed by someone else.
Bought in one of our shops?
The 14-day right to cancel applies to online orders. If you bought in store and change your mind, talk to us: we will always try to help with an exchange. If an item is faulty you have the same legal rights as above.
How to send something back
- Email contact@foxvalleybikes.com with your order number, the item and the reason for the return.
- We will confirm where to send it. Returns usually go to our Moor Market shop: Unit MS83, Moor Market, 77 The Moor, Sheffield S1 4PF.
- Use a tracked service and keep your proof of postage.
- You can also bring returns to either shop during opening hours.
Last updated 30 October 2026.