Ace Bicycles – Returns & Refunds Policy

We want every customer to be completely happy with their purchase. However, as a specialist retailer, our returns policy is designed to balance fairness to our customers with the need to maintain product safety and quality standards.

1. Change-of-Mind Returns (Non-Faulty Goods)

We do not offer refunds or exchanges for goods that are no longer wanted, cannot be afforded, or were purchased in error.
Any discretionary return accepted by Ace Bicycles will only be considered if all of the following conditions are met:

• The product is unused, unridden, unregistered, and in as-new condition.

• The product is returned with original packaging, manuals, tags, keys, charger (if applicable), and proof of purchase.

• The product has not been assembled, fitted with accessories, or modified in any way (for example, steerer or seat post cut, pedals fitted, tyres inflated, firmware updated, or app paired) unless such work was carried out by Ace Bicycles as part of the original build or pre-delivery inspection.

For e-bikes, any use, registration, or activation (including connection to a mobile app or warranty registration) will be treated as use and will invalidate eligibility for a discretionary return.

If a discretionary return is accepted:

• We reserve the right to apply a restocking or handling fee to cover inspection, administration, and re-stocking costs.

• All card processing and transaction fees associated with the original payment and refund will be deducted from the refund amount and are payable by the buyer.

• Refunds will be issued to the original payment method only once the product has been inspected and approved by our team.

• Items returned in a condition unsuitable for resale as new will be refused or refunded at a reduced value reflecting their resale condition.

2. Faulty or Defective Goods

Your statutory rights under the Consumer Rights Act 2015 are not affected.

If your product develops a genuine fault:

• Within 30 days of purchase, you are entitled to a repair, replacement, or refunddepending on the nature of the fault.

• After 30 days, Ace Bicycles and/or the product manufacturer will assess the issue to determine whether a repair or replacement is appropriate.

• Proof of purchase and a full description of the issue are required.

• Faults resulting from misuse, neglect, improper maintenance, unauthorised modification, or accident are not covered.

E-bikes and electrical components will be assessed by our workshop in accordance with manufacturer warranty procedures. Diagnostic or testing fees may apply if the issue is found not to be a manufacturing defect.

3. Exclusions

We cannot accept returns or refunds for:

• Any bicycle or e-bike that has been ridden or registered.

• Custom-built or special-order items.

• Workshop labour, servicing, or fitting work.

• Perishable items (for example, energy products, sealants, CO₂ canisters, lubricants).

• Clothing or helmets that have been worn or used.

• Gift cards, vouchers, or clearance items.

4. Returning Your Item

Items can be returned in person to:
Ace Bicycles, 218 London Road, Guildford, GU4 7JS

Please contact us first to discuss the return before bringing or sending an item back.
If you choose to return by courier, you are responsible for the cost and safe delivery of the goods. Shipping costs are non-refundable.

5. Refunds and Processing

Once a return is inspected and approved:

• Refunds will be processed to the original payment method only.

• Original card processing fees, refund transaction fees, and shipping charges are non-refundable and will be deducted from the total refund.

• Refunds may take up to 10 working days to appear, depending on your bank or card provider.

If you have not received your refund after this period, please contact guildford@acebicycles.co.uk

6. Exchanges

We can only exchange items if they are faulty and the same product or a suitable equivalent is available.

Please contact us at guildford@acebicycles.co.uk before returning the item.

7. Contact

If you have any questions about our returns process, please contact:
📧 guildford@acebicycles.co.uk
📍 Ace Bicycles, 218 London Road, Guildford, GU4 7JS
📞 01483 302210

Opening Times

Monday – Closed/Riding
Tuesday – 9am-5.30pm
Wednesday – 9am-5.30pm
Thursday – 9am-5.30pm
Friday – 9am-5.30pm
Saturday – 9am-5.30pm
Sunday – Closed/Riding

Ace Bicycles Ltd

218 London Road
GU4 7JS
Tel: 01483 302210
Email: guildford@acebicycles.co.uk

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