Guarantee & Returns Policy
If you are not entirely happy with your purchase, we will exchange or refund in full, excluding carriage, provided that the items are returned within 90 days, unused and in their original condition.
Any packaging must be unopened and any clothing must still have the original tags present and unmoved from the garment. If you return goods because they were ordered incorrectly or if clothing does not fit, then you will pay the return postage costs. If you would like us to replace the goods with another size or colour, we will charge carriage on the replacement. If you return an item because it was faulty when it was delivered, we will refund your postage costs for returning it to us. Please check with us before returning any goods, as we will only refund the basic postage charge.
Finance Purchases
All items purchased using credit are subject to 30 day right to reject under CRA 2015 & 14 day right to return under CCR 2014.
Bike Orders
All bikes are serviced prior to dispatch and delivered via next working day courier. Servicing does take time and although we aim to dispatch all bikes ordered before 12 midday the same working day, sometimes this is not always possible and we will contact you should there be any delay.
Tax Charges (VAT)
All the prices shown in our store include VAT @ 20%. If you are ordering from outside the EU you do not have to pay VAT (this will be subtracted at the point of check out).
Import duty or tax
Please note that if the delivery address given on an order is outside of the EU, import tax may be payable upon receipt of the goods. The amount payable depends on the destination and may be subject to change. The payment is the responsibility of the customer and we accept no liability for any which may be due.
Delivery Costs
The delivery charge is automatically added to your order and you will see the total amount you have to pay before you confirm the order. Postage on all orders delivered to the UK mainland* over £50 is free of charge.
We aim to dispatch in stock goods ordered before 4pm (Mon-Fri) the same working day via 1st class Royal Mail. Saturday orders are dispatched the same day if ordered before 12 noon. Larger orders may be dispatched via courier. We attempt to keep all products in stock but demand and variety is such that we occasionally run out of popular items. If part of your order is out of stock with the supplier we will contact you and dispatch the rest of your order immediately. Back-order items delivered at a later date will incur no additional delivery charge.
* Exceptions may apply on some items for delivery to outlying parts of the mainland UK. If applicable we will contact you to agree any additional carriage prior to processing your order. We reserve the right to contact the customer to amend and agree delivery charges for heavy or bulky items outside of the UK.
Complaints
If you are not entirely happy with your recent experience, please raise a complaint by contacting our customer service team on 01225 442 442 or via shop@avonvalleycyclery.co.uk. We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within a reasonable time frame, we will send you a final response detailing our resolution. If we are unable to provide you with a final response within a reasonable time frame, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.