Refund policy

Last updated: 22 August 2026

This policy explains your right to cancel online orders, our return conditions, refunds and warranty. It applies to all orders placed on aztecsbikes.com and to in-store purchases at our shop in Bow, East London, and forms part of our Terms and Conditions.

Aztecs Bikes Ltd, 4 Corsican Square, London E3 3XS. Company number 13286458. VAT 380797260. hello@aztecsbikes.com

1. Your right to cancel online orders (cooling-off period)

If you bought online (and not in our shop), you have a 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• The 14-day period starts the day you (or someone you nominate) receive the goods.
• You do not need to give a reason.
• You must inform us of your decision to cancel before the 14 days end. The easiest way is to email hello@aztecsbikes.com with your order number and a clear statement that you wish to cancel. You may also use the model cancellation form in Section 12.
• You then have a further 14 days to return the goods to us.
• We will refund the full amount paid (including standard delivery, where applicable) within 14 days of receiving the goods back.

The 14-day right to cancel does not apply to custom-built or personalised bikes, sealed goods unsealed after delivery for hygiene reasons, and the other categories listed in Section 6.

2. Our 28-day return window (online only)

In addition to your statutory 14-day cooling-off rights, we give you a total of 28 days from the date of purchase to return eligible online orders for a refund or exchange, provided the item meets the conditions in Section 4. The 28-day window includes the 14-day statutory period and adds 14 days of goodwill on top.

3. How to return an item

Email hello@aztecsbikes.com first, with your order number and the reason for return, so that we can confirm the item is eligible and advise you on the best way to return it.

Returns are sent or brought to: Aztecs Bikes, 4 Corsican Square, London, E3 3XS, United Kingdom

Items sent back to us without contacting us first may be delayed while we identify the order.

4. Return conditions

Returned items must be:

• Unused;
• In their original packaging;
• Complete with all components and accessories;
• Returned within 28 days of purchase (or within the cooling-off window for cancellations under Section 1).

We reserve the right to refuse returns that do not meet these conditions, or to apply a fair deduction from the refund where the value of the goods has been reduced by your handling beyond what is necessary to inspect them.

5. Return postage

Return postage is the customer's responsibility, unless the item is faulty, damaged or sent in error. For your protection, we recommend:

• Using a tracked shipping service;
• Keeping your proof of postage;
• Considering shipping insurance for high-value items (frames, wheels, complete bikes).

We cannot guarantee that we will receive your returned item without tracking.

6. Items that cannot be returned

The following items are non-refundable, except where they are faulty or not as described.

6.1 Custom-built or special-order bikes

Bikes built or configured to your specifications are made to order. Under regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised goods are not covered by the 14-day right to cancel, except where they are faulty.

For custom builds, a deposit is payable at the time of order to allow us to place the order with the manufacturer. This deposit is non-refundable once the build has been confirmed and the order placed, because the bike is made to your specification and cannot reasonably be resold to another customer. Full terms are set out in Section 7B of our Terms and Conditions.

6.2 Helmets and other safety equipment

For hygiene and safety reasons, helmets that have been unsealed, tried on or used cannot be returned.

6.3 Perishable goods

Consumable products with an expiry date (lubricants, chain oils, sealants, energy products and similar items) are not eligible for return once opened.

6.4 Certain types of clothing

For hygiene reasons, some clothing items (including base layers and padded shorts) cannot be returned once worn or unsealed.

6.5 Gift cards

Gift cards are non-refundable and cannot be exchanged for cash.

7. Sale and discounted items

Sale and discounted items are covered by the same statutory 14-day cooling-off period as full-price items, and by your statutory rights if they are faulty. The additional 14 days of goodwill return (days 15 to 28) may, at our discretion, be limited or excluded for sale or clearance items, which will be clearly indicated at the point of purchase. This does not affect your statutory rights.

8. Faulty or damaged items

Please inspect your order on arrival. If you believe an item is faulty or has been damaged in transit:

• Contact us within 7 days of receipt for transit damage, or as soon as possible if you discover a fault later;
• Provide your order number, a description of the issue and clear photos.

If the packaging is visibly damaged on delivery, please refuse the delivery, or accept it while noting the damage with the courier.

We will assess the issue and offer a repair, replacement or refund in line with the Consumer Rights Act 2015. Where we ask you to return a faulty item, we will cover reasonable return shipping costs.

9. Refunds

Once the returned item has been received and inspected, we will notify you and let you know whether the refund has been approved. Approved refunds are processed within 10 business days to the original payment method. Please remember that your bank or card issuer may take additional time to post the refund.

If you do not see your refund after 10 to 15 business days:

• Check your bank or card account again;
• Contact your bank, as there can be processing delays;
• If the issue persists, contact us at hello@aztecsbikes.com.

10. Exchanges

The fastest way to get the item you want is to return the original item and, once the return is accepted, place a separate order for the replacement. For sizing questions on bikes, contact us before ordering and we will advise.

11. Cycle to Work scheme purchases

We accept purchases made through Cycle to Work schemes. Returns and refunds for these purchases are subject to the following specific terms:

• Vouchers and certificates issued by Cycle to Work scheme providers are non-refundable and non-transferable once redeemed against an order;
• Once a voucher is redeemed and goods are collected or dispatched, the order cannot be cancelled or refunded directly by us. Any cancellation, hire agreement changes or end-of-hire arrangements must be handled through your scheme provider and your employer, in accordance with their terms;
• Faulty or damaged goods purchased through a Cycle to Work scheme remain covered by your statutory rights under the Consumer Rights Act 2015 and by the manufacturer warranty. We will repair, replace or arrange resolution of faulty goods in the same way as for any other customer;
• If your voucher value exceeds the order total, the balance is forfeited unless the scheme provider explicitly allows a top-up or partial use, in line with their rules;
• All Cycle to Work purchases are also subject to the terms and conditions of your scheme provider, which take precedence over our standard returns policy in respect of the hire agreement and any end-of-hire arrangements.

12. Warranty

12.1 Workshop labour warranty

Our workshop labour is covered by a 6-month warranty, depending on:

• Usage and mileage since the work was carried out;
• The type of parts fitted;
• Recommended maintenance being followed.

This warranty does not cover negligence, lack of maintenance, fair wear and tear, accidental damage or misuse of the bicycle.

12.2 Parts purchased from Aztecs Bikes

Parts bought and installed by our workshop are covered by the manufacturer's warranty (typically 12 months from purchase, longer for some brands). We will inspect the item and liaise with the manufacturer where required.

Warranties do not cover accidental damage, improper installation by third parties, or fair wear and tear.

12.3 Parts supplied by the customer

If you bring your own parts to be fitted by our workshop:

• We do not handle the warranty for those parts;
• You are responsible for sourcing the correct, compatible part;
• We accept no liability if the part is the wrong size, incompatible or defective. Where additional labour is needed because of a customer-supplied part, we may charge an extra fee, agreed with you in advance.

12.4 Punctures

No tyre is fully puncture-proof. Unless a verifiable manufacturing fault is present, punctures are not covered under warranty.

13. In-store purchases

Items purchased in store at Aztecs Bikes are not covered by the online 14-day cooling-off period, which applies only to distance and online sales. For in-store purchases:

• We do not offer refunds for non-faulty items;
• Instead, we offer shop credit, valid for 12 months, redeemable in store only;
• The item must be unused, in its original packaging and accompanied by proof of purchase;
• Shop credit is at our discretion and is offered as a gesture of goodwill, not as a statutory right.

The same non-returnable categories listed in Section 6 apply to in-store purchases. Faulty goods purchased in store are assessed and resolved in line with the Consumer Rights Act 2015.

14. Model cancellation form

You can copy, paste and complete the following form, and send it to hello@aztecsbikes.com:

To: Aztecs Bikes Ltd, 4 Corsican Square, London E3 3XS, hello@aztecsbikes.com

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number:

Ordered on / received on:

Name:

Address:

Date:

15. Statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

16. Contact us

Aztecs Bikes Ltd 4 Corsican Square, London E3 3XS, United Kingdom Company registration number: 13286458 (England and Wales) VAT registration number: 380797260 Email: hello@aztecsbikes.com Phone: +44 7488 878 612