Refund policy


RETURNS & REFUNDS POLICY




Overview



We understand that sometimes a purchase may not be quite right. Our returns policy is designed to be fair, transparent, and in line with UK consumer law. Nothing in this policy affects your statutory rights.





Returning an Unwanted Item



If an item is unwanted, you may return it within 28 days of delivery or collection, provided it is unused, unworn, and in its original condition, including all original packaging, labels, and tags.


  • All eligible returns are subject to a 10% restocking fee
  • Refunds will be issued to the original payment method
  • We aim to process refunds within 14 days of receiving the returned item



If you request a refund within the eligible timeframe but are unable to return the item immediately, please contact us. Any refund in these circumstances will be at our discretion.





Restocking Fee



A 10% restocking fee applies to all returned items, without exception.

This fee covers inspection, handling, administration, and re-packaging costs and will be deducted from your refund.





Bikes, Bespoke & Special Orders




Bike Orders & Cancellations



  • Bike orders cancelled before dispatch or collection will be subject to a 10% restocking fee
  • Bikes that have been ridden, used, or collected may not be eligible for return




Non-Refundable Items



The following items are non-refundable:


  • Custom clothing
  • Bespoke bike builds
  • Trek Project One bikes
  • Special-order items



Delivery times for these items are estimates and may vary. This does not affect your statutory warranty or consumer guarantees.





After the Returns Period



We do not accept returns for unwanted items outside the stated returns period.

Any items returned after this period may be sent back to your default delivery address, and you will be responsible for the delivery costs.





Original Condition & Hygiene



For hygiene and safety reasons, the following items cannot be returned if opened, used, or tampered with:


  • Face & body products
  • Underwear where the hygiene seal is broken
  • Face coverings where the seal has been broken



Items must be returned unused, unworn, and in resaleable condition.

If an item is returned damaged, worn, incomplete, or without original packaging, we reserve the right to refuse a refund and return the item to you at your cost.





Responsibility for Returns



Returned items remain your responsibility until they reach us.

Please ensure items are securely packaged and that you obtain proof of postage.


We are not responsible for items returned to us in error. If we are able to locate them, we may ask you to cover the cost of returning them to you.





Fair Use Policy



We reserve the right to restrict or close accounts where we identify excessive or abusive return behaviour, including but not limited to:


  • Wearing items and returning them
  • Excessive ordering and returning
  • Returning items that do not match the original order



If an account is restricted, any valid returns must be arranged via Customer Care and return postage will be chargeable.


We reserve the right to take legal action where returned items do not match what was originally ordered.





Exchanges



We do not offer direct exchanges.

All returned items will be refunded (minus the 10% restocking fee) once received.

If you require a different size or colour, please place a new order.





How to Return an Item



Before returning any item, please contact Customer Care via live chat, phone, or email:


servicecourse@saintpiran.co.uk


Once approved, return the item with a copy of your order details to:


Saint Piran Service Course

82 Mount Ambrose

Redruth

Cornwall

TR15 1QR