Returns Policy

At Wheelies we guarantee to only send you quality products and we inspect everything thoroughly before we send our goods out to make sure they're in perfect condition. We also carefully package and protect everything so that it doesn't get damaged on its way. However, should you need to return an item, here is what you can do:

365 Day Returns - Ordered wrong size/colour or unwanted item

We want you to be completely satisfied every time you shop with Wheelies. We therefore give you 365 days to return your order to us for any reason.

If you wish to return an order all goods should be suitably packaged to avoid damage, preferably using the packaging in which they were sent to you. Goods must be returned in a resaleable condition with all tags intact. Extra care must be taken when trying on clothing and please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to make a deduction from the refundable amount if goods are not returned in a saleable condition or are damaged. A full refund will be provided (excluding any return postage costs (if applicable)). To return your items, please see our returns procedure below. We suggest that you email your proof of postage to sales@wheelies.co.uk to speed up your claim.

Unfortunately we are unable to accept returns of the following products: CD/DVD's or software that have been opened; food products that will be within 3 months of the sell-by date on their return; and products that can't be returned for hygiene reasons once the original packaging has been opened such as undergarments (padded shorts, bibshorts etc.). Bikes which are customised to a customer's personal specification are are also excluded from returns except in cases of warrantee issues.

We are aware of our responsibilities to the consumer and have taken all steps to ensure our business meets the requirements of related EU and UK consumer protection laws, particularly the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 and other legislation specific to the products that we sell. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us at customersupport@wheelies.co.uk.


Returning a bike or a bulky item

You can return a bike or large/heavy item within 365 days from delivery, call us on 01792 583000 and we will be happy to assist you in arranging a courier collection. Please note that the cost of collection will be £35.

If the bike is faulty/damaged, under warranty or is an item you did not order please refer to the policies below.

I want to cancel an order.

Cancellations prior to your order being shipped can be accepted by email (sales@wheelies.co.uk) or by telephone (open Mon-Fri: 8:30am - 5:30pm, Sat: 9am - 1pm).

If the order has been completed and shipped, please refuse any delivery of cancelled goods. Alternatively a return will need to be arranged using the returns procedure below.

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason. This includes orders on Finance.

To exercise the right to cancel, you must inform us, Wheelies Direct Ltd, Swansea West Industrial Park, Swansea, SA5 4DL of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use this cancellation form (download here), but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than-

  • 14 days after the day we receive back from you any goods supplied, or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
  • if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at Wheelies Direct Ltd, Swansea West Industrial Park, Swansea, SA5 4DL, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. We suggest that you email your proof of postage to sales@wheelies.co.uk to speed up your claim.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

My product has arrived faulty or damaged.

We try our best to ensure items arrive in a good condition. In the rare event of a problem with your delivery, please either do not accept delivery or sign for the item as "damaged", or "unchecked" if you do not have the opportunity to inspect on delivery. You must inform us by email sales@wheelies.co.uk or telephone of any such problems within 7 working days. We can then take the best course of action for you and the particular item. Please note that proof of purchase is required with all potential warranty claims. If you return something due to it being faulty or damaged we will refund the full amount of the order including any postage costs up to a maximum of £25 within 30 days. Please contact us if your return exceeds this amount.

I need to return a product under warranty.

In the event of a warranty problem with a product, please inform us by email (sales@wheelies.co.uk) or telephone. We can then take the best course of action for you and the particular item. Please note that proof of purchase is required with all potential warranty claims. If you return something due to it being faulty or damaged we will refund any postage costs up to a maximum of £25. Please contact us if your return exceeds this amount.

I’ve received an item that I did not order.

If we sent you something you hadn't ordered, you need to notify us within 7 working days by email (sales@wheelies.co.uk) or telephone. You can return the item within 30 working days unused and in its original packaging. We will refund you the full amount of the order including any postage costs up to a maximum of £25 within 30 days. Please contact us if your return exceeds this amount.

Returns procedure:

Step 1: Returning your items couldn’t be simpler. Please select the parcel size below that you wish to return:

+ For parcels up to 10kg and with cabin baggage dimensions (50x30x30cm) you can return your items free of charge using CollectPlus.

+ For parcels exceeding 10kg or items over the cabin baggage dimensions (+50x30x30cm) you can return your items through our Standard Returns.

Returning a product under the WEEE Regulations
What do the WEEE regulations mean?

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health. Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Shops selling new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

When you buy a new Electrical or Electronic product from us either online or in-store, we will take back your old item on a like-for-like basis. This will prevent it going into a landfill site by being disposed for recycling.

Customers must return their WEEE item to Wheelies within 28 days of purchasing their new item. You can either drop the product off in-store, or send the item, clearly marked as WEEE to Wheelies at:

Wheelies Direct Ltd
Kingsway
Swansea West Industrial Park
Swansea
SA5 4DL

If the item is too large, contact us to arrange a return. Please note that this is not a free service.

Disposing of electrical equipment?

There is of course no reason why you can’t drop off your old electrical equipment at a recycling site local to you, whether you have just bought a new item or want to get rid of old equipment regardless.

By taking your waste electrical products to one of the registered amenity sites, you can be confident that they will be subjected to a monitored and controlled recycling process, thereby preventing these products being sent to landfill. You can locate your closest participating collection site by entering your postcode at www.recycle-more.co.uk

How do I recognise WEEE products?

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below which will help you identify products as WEEE.

WEE Recycling Logo

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.