Refund policy

Refund and Returns Policy

**Last updated: 5 June 2026**

This policy applies to consumer purchases made from www.tigobikes.com. It sits alongside your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and nothing in this policy affects those rights. (Trade and wholesale orders are covered by separate terms.)

We accept returns for **30 days** from the date you receive your order. This is more generous than the law requires, and your statutory rights — set out below — apply within it.

If your item is faulty, damaged, or not as described

You have the right to return faulty, damaged, or mis-described items for a **full refund** within 30 days of receiving them. After 30 days, you're entitled to a repair or replacement.

In these cases:

- **We cover the cost of return postage** — we'll provide a prepaid label or refund your postage. You're never out of pocket for returning a faulty item.
- We'll usually offer a replacement first, especially where you'd like the same item — but if you'd prefer a refund, that's your choice and we'll honour it.
- Your refund will include the price of the item and any delivery charge you paid.

If you change your mind

For online orders, you have a legal right to cancel within **14 days** of receiving your order, for any reason. To use this right, let us know within those 14 days and return the item to us within 14 days of telling us.

As a goodwill gesture, we extend this and accept change-of-mind returns for up to **30 days** from delivery.

For change-of-mind returns:

- **You pay for return postage.** You can use any courier you like (we recommend a tracked service), or choose our prepaid label at checkout in the returns portal — the cost is shown to you before you confirm and is simply deducted from your refund.
- If you cancel within the statutory 14 days, your refund will include the price of the item plus the standard (cheapest) outbound delivery you originally paid. For returns after 14 days and up to 30 days, we refund the price of the item(s).

Condition of returned items

You're welcome to inspect and try on items as you would in a shop — for example, checking a glove or pad for size and fit. We may reduce your refund if an item has been handled or used more than is necessary to check it.

We cannot accept items that are:

- worn beyond trying on for fit, washed, soiled, or returned in an unhygienic condition (e.g. with odours, pet hair, or marks), as we're unable to resell them;
- damaged or missing parts for reasons not due to our error;
- returned more than 30 days after delivery.

**Sale items** can be returned on the same terms, unless the product listing states otherwise (for example, clearance or final-sale items).

Please return items in their original packaging where possible, and please don't send returns directly to the manufacturer.

How to return an item

Start your return through our online returns portal (powered by FlexReturn), which walks you through the process, confirms the correct returns address, and lets you choose your postage option. We'll let you know once we've received and inspected your return, and confirm whether your refund or exchange has been approved.

Exchanges

We're happy to exchange items — this is the easiest option if you simply need a different size, which is common with kids' kit. Start an exchange through the returns portal. If you'd rather have a refund instead, that remains your right and we'll honour it.

Refunds

Once we've received and inspected your return, we'll process your refund **within 14 days**. Refunds are made to your original payment method by default; if you'd prefer **store credit**, that option is available in the returns portal.

Late or missing refunds

If you haven't seen your refund after we've confirmed it, please allow a little time for it to appear, as your bank or card provider may take a few days to post it. If it still hasn't arrived after that, email us at [ride@tigobikes.com] and we'll sort it out.

Returns from outside the UK

International customers are responsible for return shipping costs (for change-of-mind returns) and for any customs charges or import duties arising in the destination country. We recommend a tracked service, as we can't be responsible for items lost in transit before they reach us.

Contact

For any questions about returns, refunds, or exchanges, contact us:

- **Email:** [ride@tigobikes.com]
- **Phone:** 01622 278 558
- **Post:** Ti-GO Sports Limited, The Oast, East Malling Trust Estate, East Malling, West Malling, ME19 6BJ, United Kingdom