Returns

We want you to be happy with your purchase from DR Bikes.

If you need to return an item, please read the information below and contact us before returning the product where possible.

This Returns & Refunds Policy should be read alongside our Sales, Delivery & Returns Policy.

Nothing in this policy affects your statutory rights.

1. CONTACTING US ABOUT A RETURN

To arrange or discuss a return, please contact:

Email: Sales@DRBikes.co.uk

Please include:

your name;
order number;
product you wish to return;
reason for the return; and
photographs or other information where the product is faulty, damaged or incorrect.

Please wait for our return instructions where possible before sending goods back.

2. CHANGE-OF-MIND RETURNS

If you are a consumer who purchased online, you will normally have a statutory right to cancel your order without giving a reason.

For most qualifying goods, you have 14 days after the day you receive the goods to tell us that you wish to cancel.

Once you have told us that you wish to cancel, you must normally send the goods back within a further 14 days.

Certain statutory exceptions apply, including some goods made to your specifications or clearly personalised.

3. HOW TO CANCEL

To exercise your cancellation right, you simply need to clearly tell us that you wish to cancel the contract.

You can do this by emailing:

Sales@DRBikes.co.uk

Please include your order number where possible.

You can also use the Model Cancellation Form contained in our Sales, Delivery & Returns Policy, although you are not required to use that form.

4. CONDITION OF CHANGE-OF-MIND RETURNS

You are entitled to inspect a product in the same way that you would reasonably be able to inspect it in a shop.

You should not use, install or handle the product beyond what is reasonably necessary to establish its nature, characteristics and functioning.

Please return the product with all parts, accessories, instructions and packaging where reasonably possible.

If the value of the product has been reduced because it has been handled beyond what was reasonably necessary, we may make an appropriate deduction from your refund where permitted by law.

This is not an automatic restocking charge. Any deduction will relate to the actual diminished value of the returned product.

5. MOTORCYCLE PARTS THAT HAVE BEEN FITTED

Please check that a motorcycle part is correct before fitting it.

If you are unsure about compatibility, please contact us before installation.

For a change-of-mind return, fitting or attempting to fit a product may reduce its value.

Examples include products that have:

been fitted to a motorcycle;
been scratched or marked during installation;
had bolts or fasteners fitted;
been contaminated with oil, grease, fuel, brake fluid or other substances;
been cut, drilled or modified;
had protective films unnecessarily removed;
been run or ridden on the motorcycle; or
otherwise been altered from the condition in which they were supplied.

Where this handling goes beyond what is reasonably necessary to inspect the product and diminishes its value, we may make an appropriate deduction from the refund where permitted by law.

This does not apply in the same way where the product is faulty, incorrectly supplied or not as described.

Fitting a product does not automatically remove your statutory rights if the product itself is faulty or otherwise does not conform to the contract.

6. RETURN POSTAGE FOR CHANGE-OF-MIND RETURNS

For a standard change-of-mind cancellation, you are normally responsible for the direct cost of returning the goods to us.

We strongly recommend using an appropriately insured and trackable delivery service.

Please package the goods securely.

DR Bikes cannot be responsible for a return parcel while it is being transported to us using a carrier arranged by you.

Please retain your proof of postage until your refund has been completed.

7. ORIGINAL DELIVERY CHARGE

Where you validly cancel the whole qualifying order under your statutory cancellation right, we will refund the original standard delivery charge where required by law.

If you selected a more expensive delivery option, such as Express or Next Working Day delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

8. REFUNDS FOR CHANGE-OF-MIND RETURNS

Once your return has been received, we will inspect it and process the refund in accordance with your statutory rights.

Where applicable, we may withhold the refund until:

we have received the goods back; or
you provide evidence that the goods have been sent back,

whichever occurs first.

Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.

We do not charge a blanket restocking fee to consumers exercising a statutory cancellation right.

However, where the value of returned goods has genuinely been reduced by handling beyond what was reasonably necessary to inspect them, an appropriate deduction may be made where permitted by law.

9. SPECIAL-ORDER PRODUCTS

Some products sold by DR Bikes are ordered from a manufacturer or distributor specifically following a customer’s order.

These may be described as:

special order;
supplier order;
manufacturer order;
backorder; or
made to order.

The fact that we order a standard product specifically from our supplier following your order does not automatically mean that your statutory cancellation right is excluded.

If you are unsure whether a product is returnable, please contact us before ordering.

10. PERSONALISED & CUSTOM-MADE PRODUCTS

The statutory change-of-mind cancellation right may not apply to goods that are:

made to your specifications or clearly personalised.

This may include, depending on the circumstances, products manufactured, altered or configured specifically to individual requirements supplied by you.

Where possible, we will make this clear before you purchase.

This exception relates to change-of-mind cancellations only.

You still retain your statutory rights if personalised or custom-made goods are faulty, not as described or otherwise do not conform to the contract.

11. FAULTY GOODS

Goods supplied by DR Bikes must comply with applicable consumer law.

Among other requirements, goods must be:

of satisfactory quality;
fit for purpose where legally applicable; and
as described.

If you believe a product is faulty, please contact us as soon as reasonably possible.

Please provide your order number and a clear description of the problem.

Depending on the product and alleged fault, we may reasonably ask for:

photographs;
video;
motorcycle make, model and year;
motorcycle mileage;
date of installation;
details of who installed the product;
diagnostic information;
details of modifications to the motorcycle; or
other information reasonably required to investigate the fault.

Requesting this information does not remove or restrict your statutory rights.

12. 30-DAY RIGHT TO REJECT FAULTY GOODS

Where goods do not conform to the contract, consumers may have a statutory short-term right to reject them.

For most goods, this right is subject to a 30-day period beginning in accordance with the Consumer Rights Act 2015.

Where the statutory requirements are met, you may be entitled to reject the goods and receive a refund.

Alternatively, depending on the circumstances, you may request repair or replacement.

13. REPAIRS & REPLACEMENTS

Depending on the circumstances and the time since delivery, you may have the right to request a repair or replacement.

Where applicable, this must be provided within a reasonable time and without significant inconvenience.

Whether repair or replacement is appropriate may depend on factors including whether the chosen remedy is possible and proportionate.

If a repair or replacement is unsuccessful or cannot be provided as required, you may have further statutory remedies.

14. RETURN COSTS FOR FAULTY OR INCORRECT GOODS

If goods are faulty, incorrectly supplied or otherwise do not conform to the contract and you have a statutory right to return them, DR Bikes will bear the necessary reasonable return costs where required by law.

Please contact us before returning such goods so that we can provide suitable instructions.

Please do not use an unnecessarily expensive return service unless this has been agreed with us.

15. INCORRECT ITEM RECEIVED

If we have sent you a different product from the one you ordered, please contact us.

Where we have made an error, we will arrange an appropriate remedy and bear the necessary reasonable return costs.

Please do not fit or use a product that you know is incorrect.

If you are unsure whether the item is correct, contact us before installation.

16. GOODS DAMAGED IN TRANSIT

If your order arrives damaged, please contact us promptly.

Please keep:

the product;
product packaging;
shipping packaging;
labels; and
protective packaging

where reasonably possible.

We may request photographs of the parcel, shipping label, packaging and damaged product to help us investigate with the courier.

This does not affect your statutory rights.

17. MANUFACTURER WARRANTY CLAIMS

Many products sold by DR Bikes also include a manufacturer’s warranty.

Warranty periods and conditions vary between manufacturers.

We may need to send photographs, diagnostic information or the product itself to the manufacturer or distributor for assessment.

A manufacturer may investigate whether the issue has resulted from:

a manufacturing defect;
incorrect installation;
accident damage;
misuse;
unauthorised modification;
lack of maintenance;
normal wear and tear; or
use outside the manufacturer’s warranty conditions.

A manufacturer’s warranty is in addition to your statutory rights and does not replace those rights against DR Bikes as the retailer.

18. INSTALLATION DAMAGE

DR Bikes is not responsible for damage caused to an otherwise conforming product by incorrect installation, misuse, accident damage or unauthorised modification.

Motorcycle components should be installed in accordance with the manufacturer’s instructions.

Where appropriate, we recommend installation by a suitably qualified motorcycle technician.

This is particularly important for safety-critical products such as:

braking components;
suspension;
drivetrain components;
electrical products;
engine components; and
other safety-related motorcycle parts.

This does not affect your rights where the product itself is faulty.

19. ELECTRICAL PRODUCTS

Electrical and electronic motorcycle components can be affected by faults elsewhere on the motorcycle or by incorrect installation.

If you believe an electrical product is faulty, please contact us before modifying it or installing replacement components.

We may reasonably request diagnostic information to establish the cause of the problem.

Electrical products are not automatically excluded from your statutory rights simply because they have been fitted or connected.

20. CLOTHING, HELMETS & WEARABLE PRODUCTS

For change-of-mind returns, clothing, helmets and other wearable products may be inspected or tried on only to the extent reasonably necessary to establish fit, nature and characteristics.

Please keep labels, tags, protective films and packaging intact where reasonably possible until you are satisfied with the product.

Products should not be used on the road or otherwise used beyond what would reasonably be permitted when trying them in a shop.

Where excessive handling has genuinely diminished the value of the product, an appropriate deduction may be made where permitted by law.

21. HYGIENE-SENSITIVE PRODUCTS

Certain sealed products may have statutory restrictions on change-of-mind returns where they are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery.

Where this statutory exception applies, we will make this clear where appropriate.

This does not affect your rights if the goods are faulty.

22. PRODUCTS MODIFIED AT YOUR REQUEST

Where you ask us to modify a standard product specifically for you, this may affect your ability to exercise a change-of-mind cancellation right if the resulting product is made to your specifications or clearly personalised.

Please contact us before requesting custom work if you have any questions about cancellation or returns.

Your statutory rights relating to faulty or non-conforming goods remain unaffected.

23. RETURNING MULTIPLE ITEMS

If you are returning only part of an order, please clearly identify which products are being returned.

Where only part of an order is cancelled, the treatment of the original delivery charge will depend on the circumstances and applicable law.

24. PACKAGING YOUR RETURN

Please package returned goods securely to avoid damage during transit.

Where reasonably possible, include:

your order number;
your name and contact details;
details of the reason for return; and
all components, accessories and instructions supplied with the product.

Please do not attach courier labels directly to retail product packaging where doing so would unnecessarily damage or reduce the value of that packaging.

Place the product packaging inside suitable protective outer packaging.

25. RETURN ADDRESS

Unless we give you alternative return instructions, returns should be sent to:

DRBikes Limited
Unit 2, Pressmore Lodge
Ashley Green Road
Chesham
Buckinghamshire
HP5 3PF
United Kingdom

Please contact us before returning high-value, faulty or unusual products so that we can provide appropriate instructions.

26. PAYPAL, KLARNA & OTHER PAYMENT METHODS

Refunds will normally be returned through the original payment method.

Where an order was paid using PayPal, Klarna or another third-party payment or finance provider, the refund may also be subject to that provider’s processing procedures.

Once we have processed a refund, it may take additional time for the payment provider or bank to display the funds in your account.

27. GIFT CARDS

Where an order was paid using a DR Bikes gift card, any applicable refund will normally be returned to the gift card or provided in an equivalent manner, subject to your statutory rights and the circumstances of the original payment.

Where an order was paid partly by gift card and partly by another payment method, the refund may be divided between those methods as appropriate.

28. BUSINESS PURCHASES

The statutory consumer cancellation rights described above apply to consumers.

They do not generally apply to purchases made wholly or mainly for business purposes.

If you are purchasing on behalf of a business, please contact us if you wish to return an unwanted product.

Any return that we agree outside your contractual or statutory rights may be subject to reasonable conditions agreed between us.

This does not affect any rights a business customer may have where goods are faulty, incorrectly supplied or otherwise breach the applicable contract.

29. RETURNS OUTSIDE YOUR STATUTORY RIGHTS

Sometimes we may agree, at our discretion, to accept a return even where you do not have a statutory or contractual right to return the product.

Any such return is a goodwill arrangement and may be subject to conditions agreed with you before the return is accepted.

Accepting a discretionary return on one occasion does not mean that we are required to accept similar returns in the future.

30. REFUND PROCESSING

Where you are entitled to a refund following a statutory change-of-mind cancellation, we will process it within the timescales required by law.

For returned goods, we may normally withhold reimbursement until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first.

For other refunds, including faulty goods, the applicable statutory timescales will apply.

After we issue a refund, your bank, card provider, PayPal, Klarna or other payment provider may require additional processing time before the funds appear in your account.

31. YOUR STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy excludes, restricts or replaces your statutory rights.

Consumer rights may arise under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you need independent information about your consumer rights, you can contact Citizens Advice.

32. CONTACT DR BIKES

For all returns, refunds and warranty enquiries, please contact: