Returns and cancellations

This page explains your right to cancel and to return things you buy from Travers Bikes Ltd, whether it's a part from the shop or a service in the workshop. It sits alongside our terms of sale and does not affect your statutory rights.

Shop orders: changing your mind

• You can cancel an online order for any reason within 14 days after the day you receive it. Email info@traversbikes.com or message us on WhatsApp (link on the Contact page), and say which order and which items. (For an order delivered in more than one parcel, the 14 days start when you receive the last one.)
• Then send the goods back to us within a further 14 days. They should be unused and in their original packaging, and you are responsible for looking after them until they reach us. You pay the cost of returning them unless they are faulty or we sent the wrong item.
• We refund the price of the goods and the standard delivery you paid, to the original payment method, within 14 days of getting the goods back (or of you showing us proof you've sent them, if that's sooner). If you chose a faster delivery than our standard one, the extra isn't refunded.
• If goods come back used or damaged beyond what's needed to check them, we may deduct a fair amount for the loss in value.

Things you can't cancel

• Made to your specification. Bespoke and custom items, for example a bespoke frame, or a wheel built to your chosen rim, hub, spokes and colours, can't be cancelled once we have started making or ordering them for you. The same goes for rims and parts we order in specially with the options you picked. We'll tell you before this point if you ask.
• Gift vouchers, once issued, are not refundable but can be used for anything we sell.
• Sealed items that have been opened and can't be resold for hygiene reasons, such as bar tape and grips.

Faulty goods

If something you buy from us is faulty, not as described or not fit for its purpose, the law (the Consumer Rights Act 2015) gives you rights. Tell us as soon as you can with your order number and a photo. In the first 30 days you can reject it for a full refund. After that we'll repair or replace it, and if that isn't possible you can have a refund or a price reduction. We pay return carriage for faulty items. Manufacturer warranties on top of this are listed on our warranty page.

Damaged in transit

Please check your parcel when it arrives. If it's damaged, photograph the packaging and the item, keep everything, and email us within 48 hours. We'll put it right.

Workshop bookings and services

• You can cancel or move a booking any time before we start work, free of charge, from My Shed, by email or by phone. Please give us a day's notice where you can so someone else can have the slot.
• If you cancel after we have collected your bike or started the work, you pay for the work already done and for the collection and return. If you asked us to start the service within the 14-day cancellation period, your right to cancel is limited to the part not yet done, and you pay for what we've done.
• We never do extra work without your say-so. If we find something else, we send you photos and a price in My Shed first, and you can say yes or no. You only pay for what you approve.
• If you're not happy with work we've done, tell us within 30 days and we'll put it right. Your statutory right to have a service carried out with reasonable care and skill is not affected.

Model cancellation form

If you want to cancel an online order, you can use this form or just tell us clearly by email. Copy it into an email to info@traversbikes.com.

To Travers Bikes Ltd, 4 Pudsey Hall Lane, Canewdon, Rochford SS4 3RY (email: info@traversbikes.com):

I hereby give notice that I cancel my contract of sale of the following goods: [order number and items].

Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [date].

How to make a claim or return

Email info@traversbikes.com with your order or job number. We'll reply with a returns number and the address to send goods to: Travers Bikes Ltd, 4 Pudsey Hall Lane, Canewdon, Rochford, Essex SS4 3RY. Please don't send anything without a returns number.

Travers Bikes Ltd, registered in England and Wales, company number 08766440, VAT number 187246282. Governed by the laws of England and Wales.