UK Returns Procedure

If you are not entirely happy with any item(s) in your order, you can return them free of charge for an exchange or refund within 30 days of receiving it. You can also return it to the store for an exchange or refund if this is easier for you.

Please follow these steps to return an item(s).

Complete a returns form

Please download, print, and complete a UK returns form, detailing each item you are returning, the reason why, and the desired action (exchange or refund).

Pack the item(s) for return

Please include the completed returns form in the package. Pack any items you wish to return carefully so that they don't get damaged in transit. 

Create a freepost returns label

Create a Royal Mail freepost returns label. Don't worry if you don't have a printer. After you've created the label, you'll receive an email from Royal Mail containing a QR code, and most Post Offices can print it for you by scanning that code. Either way, once you have the label, apply it to the outside of the package. Please note that the label can only be used on one package. If you have more than one package, you will need to create additional labels.

Post it back to us or have it collected

Take the package to your nearest Post Office and be sure to obtain proof of postage. Without proof of postage, we cannot be held liable if the package goes missing or gets damaged. You can also setup a collection once you have created a freepost returns label. Either follow this link or look for instructions in the email from Royal Mail.

If you would prefer to use your own carrier to return the item(s) to us, please send to: Condor Cycles Ltd, 49-53 Gray's Inn Road, London, WC1X 8PP. This will be at your own risk.
Please note that, unless faulty, items must be returned as new with all original packaging, tags and labels, and the item must be unused and undamaged. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to reject the return.

We can't offer refunds or exchanges, unless faulty, on the following items:

  • products that have been personalised for you (this includes custom frames and bespoke bicycles);
  • perishable goods such as food;
  • underwear.

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