Cancellations, Refunds & Returns Policy
Above all, we want to make you happy. As such, we will always aim to go above and beyond the policies outlined below.
60-Day Ride & Return Policy
We are so confident that you'll be happy with your Privateer frame, that we offer a full 60 days to ride it. If at any point during these 60 days you wish to return it for a full refund (or a product swap) please complete our Technical Support form, or call us on the phone number at the foot of our website. Unfortunately, we cannot offer a refund on any item that has suffered severe or crash damage within this period. However, we do offer a crash replacement discount scheme, so please contact us via email or phone and we will help. In addition to this, frames come with a full 5-year warranty against manufacturing fault and defects. Please note, this does not cover use related wear and tear.
Products purchased more than 60 days ago.
Cancelling An Order Before Despatch
If you wish to cancel your order before it has been dispatched you can notify us by email to firstname.lastname@example.org. In some cases goods may have been dispatched even before you have been notified but we will always make our best efforts to meet your request.
General Returns Information
For us to process any returns and subsequent refunds please ensure your item reaches us within 14 days of us providing you with a Returns Number (process outlined below). Please note we cannot accept responsibility for items lost in transit so we advise using a recorded method and may request proof of delivery. Refunds may take up to 28 days to process but we will always endeavour to process them as quickly as possible.
Returning Unwanted Items After Dispatch or Delivery of the Goods.
If you wish to cancel an order or return an unwanted item for a refund when goods have already been dispatched or delivered to you please email email@example.com or call us on the phone number at the foot of our website. The costs of returning goods to us shall be borne by you.
Please Note: We have a separate returns address so please do not just send your goods back to us without contacting us first.
Returned goods will be refunded within 28 days.
The rights to return the goods to us as referred to above will not apply in the following circumstances:
- In the event that the product has been used
- The packaging of the product has been damaged
- The product is damaged in any way
- The product is not in full resalable condition
- Goods Faulty on Arrival, Incorrect or Damaged in Transit
If your goods are faulty on arrival, incorrect or damaged in transit they should be reported to us by email or phone call within 7 days and then returned to us in no longer than 28 days of receipt. When the goods have been returned to us and the fault has been verified we will issue a full refund via your original payment method or send a replacement as required. In any case refund of return postage paid will be limited to the postage paid for the original order.
Goods Suspected Faulty During Use
If any product purchased from www.privateerbikes.com suffers from what you suspect to be a manufacturing fault within 5 year of the delivery date then please complete our Technical Support form or call us on the phone number at the foot of our website. On receipt of the returned goods by Privateer Bikes they will be inspected and goods found to be faulty will either be refunded or replaced (if available). Refunds will not be made for goods which fail due to the effects of reasonable wear and tear.
If you have any other issues or queries with products or orders please complete our Technical Support form or call us on the phone number at the foot of our website.
Crash Replacement Discount
As riders we understand that it can be heart breaking when your pride and joy suffers a bad crash. If your bike is damaged as a result of a crash please contact us and we will help out with a discount off a replacement one. Proof of damage or return of the damaged item may be required to qualify. Privateer Bikes is unable to cover any return transit costs that may occur.
Your statutory rights are not affected.