Returning Unwanted Goods/Cancelling an Order
Inside the UK
If you are not entirely happy with your purchase, without giving any specific reason, you may choose to cancel your order and return the product at any time within 28 days after the day that you received the relevant products or products (subject to the limitations set out below).
In order to return the goods, please contact us first (ideally in writing via contact@identitibikes.com, or via 01353 478151) and we will assist you with the process of your return.
Please note: Our warehouse staff may not accept goods delivered/returned to us without notice. When returning goods, please enclose a printed letter that includes your order number, name and billing address, as well as a brief description of the reason for the return.
We are unable to accept a return/cancellation on goods that have been altered specifically for the customer.
Items must be returned unused and in their original packaging.
We will not accept items returned with postage labels attached to the product packaging. Please ensure the item is returned in a suitable bag/box for processing through the mail/courier services.
We strongly advise using a tracked or signed-for delivery service as all items remain the customer’s responsibility until they have been returned to Identiti Bikes.
All items will be returned at the customer’s cost and must be returned within 10 working days from the time you notify us of the return/cancellation.
A full refund will be made within 30 days of the receipt of the returned goods, via the original payment method.
Outside of the UK
The same terms apply as the UK except that Identiti will not offer to refund the freight charges in either direction if you are returning goods where Identiti is not found to be at fault.
Inspection, Damages and Shortages
If you wish to return goods where Identiti has made an error by supplying incorrect items, damaged items or defective items Identiti will credit back all outbound carriage charges and all reasonable return charges.*
(*You must contact Identiti before returning items to explain the problem so that we can confirm any error, and obtain a quotation for return freight if the cost will exceed £10.00)