Cancellation policy

Cancellation Policy — Pre-Orders and Custom Orders

**Last updated: 5 June 2026**

Some items in our store may be offered as a **pre-order** or as a **custom or personalised order**. This policy explains how you can change or cancel these kinds of purchases. It is operated by Ti-GO Sports Limited ("Ti-GO", "we", "us", "our") and should be read alongside our Refund and Returns Policy: https://www.tigobikes.com/policies/refund-policy

Nothing in this policy affects your statutory rights as a consumer.

Pre-Orders

When you place a pre-order, you are buying a product that is out of stock or soon to be available and not yet in our inventory. Depending on the item, we may take no payment, or a partial deposit, at checkout and securely store your payment method, then take the full or remaining payment at a future date when the product is ready to be fulfilled.

- **Before your pre-order is dispatched**, you can cancel it at any time — including a pre-order you have only partially paid for — and we will refund anything you have paid in full.
- **Once your pre-order has been dispatched**, it is treated like any other order: you can no longer cancel the pre-order itself, but you may be entitled to return it or request a refund under our Refund and Returns Policy.
- If the expected availability or dispatch date of a pre-order changes significantly, we will let you know, and you will be able to cancel for a full refund if you prefer not to wait.

Custom and Personalised Orders

Some of our products — for example, certain custom jerseys and gloves — are **made to order** and may include **personalisation** such as names, numbers, or other custom elements.

Where a product listing states that an item is custom-made or personalised and non-refundable, you will not be able to cancel or return that item for a change of mind once your order has been confirmed and production has begun. This is because the item is made to your specification or personalised specifically for you, and such goods are exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013.

**This does not affect your rights if something is wrong with the item.** If a custom or personalised product arrives faulty, damaged, not as described, or incorrect due to our error, your rights under the Consumer Rights Act 2015 still apply, and you may be entitled to a refund, repair, or replacement. See our Refund and Returns Policy for details.

Because personalised items cannot be returned for a change of mind, please check all details carefully before ordering — including spelling, names, numbers, colours, and sizes.

How to Cancel or Get Help

To cancel a pre-order, or for any questions about a custom or personalised order, please contact us as soon as possible:

- **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