Refund & Returns Policy

Overview

At Xtron Bikewear Limited, customer satisfaction is at the heart of everything we do. If you’re not completely happy with your purchase, you can return most items within 14 days of delivery for a full refund or exchange, in line with the UK Consumer Contracts Regulations 2013.

Faulty or incorrectly supplied goods are covered separately under the Consumer Rights Act 2015 — see the Faulty or Damaged Items section below.

Your 14-Day Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days from the day you receive your goods. Once you’ve told us you wish to cancel, you have a further 14 days to return the items to us.

To qualify for a refund, items must be:

• Unused, unworn and in the same condition you received them
• In their original packaging with all tags, labels and seals intact
• Accompanied by proof of purchase (order number, invoice or order confirmation email)

How to Return an Item

1. Contact us first. Email our customer service team with your order number and the reason for your return. We’ll send you a Return Authorisation and instructions.
2. Pack the item securely. Use the original packaging where possible and include a copy of your invoice or Return Authorisation inside the parcel.
3. Send it back to us at the address below, or drop it in person at our Bradford premises during opening hours.

We strongly recommend using a tracked or insured delivery service. Until the item reaches us, it remains your responsibility — we cannot be held liable for parcels lost in transit on the way back to us.

Return Shipping Costs

• Faulty, damaged or incorrect items: we cover the return postage in full.
• Change-of-mind returns: the cost of returning the item is the customer’s responsibility, unless a free-returns promotion applied at the time of purchase.

Refund Process & Timescales

Once your return reaches us, we’ll inspect the item and notify you by email that we’ve received it. If approved, your refund will be processed to your original payment method within 14 days of us receiving the goods — usually much sooner.

Depending on your bank or card provider, the refunded amount may take a further 3 to 10 working days to appear on your statement.

Your refund will include the price of the goods plus the standard delivery charge you originally paid. If you chose a premium or express delivery option, only the cost of our standard delivery service will be refunded.

Exchanges

Need a different size or colour? The fastest way to exchange is to return the original item for a refund and place a new order for the replacement. This avoids delays caused by stock changes and ensures you get the item you want as quickly as possible.

Faulty or Damaged Items

Under the Consumer Rights Act 2015, you have the right to a full refund if a fault appears within 30 days of receiving the goods. After 30 days, we may offer a repair or replacement first.

If your item arrives damaged, faulty or different from what you ordered:

• Contact us within 48 hours of delivery if possible
• Include your order number and clear photos of the issue
• We’ll arrange a free return and process a replacement or full refund

Items We Cannot Accept for Return

For hygiene, safety or legal reasons, the following items cannot be returned unless faulty:

• Helmets and visors that have been worn, used or had their protective seals/stickers removed
• Underwear, base layers, balaclavas and any items worn next to the skin
• Earplugs and hygiene-sensitive accessories
• Items that have been used, fitted to a vehicle, or show signs of wear
• Custom-made, personalised or special-order products
• Gift cards and downloadable items

This does not affect your statutory rights in respect of faulty goods.

Cancelling an Order Before Despatch

If your order has not yet been despatched, you can cancel it free of charge by contacting us as soon as possible. Once an order has left our warehouse, our standard returns process applies.

International Returns

Customers outside the United Kingdom are responsible for all return shipping costs, customs charges and duties. Please mark the parcel clearly as “Returned Goods” to avoid additional import fees being charged to us — any such fees may be deducted from your refund.

Need Help with a Return?

Our customer service team is here to make returns as straightforward as possible. If you have any questions about this policy or need help with a return, please get in touch and we’ll be happy to help.

Opening Hours

• Monday – Wednesday: 10:00 – 15:30
• Thursday: 11:00 – 16:00
• Friday: 12:00 – 16:00
• Saturday & Sunday: by appointment only

Your Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For more information about your rights, visit Citizens Advice.