Sometimes things go wrong!

RETURN AND WARRANTY POLICY

Returns and Refund Policy (International)

Except as otherwise stated, you have 14 days after receiving your order to decide if you want to keep or return your items. Returned items will be credited back to you for the full amount of the purchase price, less a restocking fee of £50, in the form of your original form of payment.  You are responsible for any shipping costs back to SussMyBike. Any original shipping charges will not be credited or refunded when returning items.

Please note that we will only offer a refund for items if they are returned to SussMyBike on a timely basis and are in the same condition in which you received them. If you do not meet these requirements, your returned item will be forfeited.

Follow these steps to return the Product(s) purchased through our Website within thirty (14) days of the date that we deliver the applicable Product (s):

  1. Contact our Support team to initiate the return process and obtain authorisation to submit the Products for return.
  2. Create shipping label addressed to “SussMyBike Returns”
  3. Pack the Product(s) in the original packaging or mail in a sturdy box to ensure the Products will be returned without damage.
  4. Once the Product(s) are received and verified, you will receive a confirmation email with the details of your refund.
  5. The Product(s) must be received by SussMyBike within 14 days of the date that we delivered the Product(s). SussMyBike is not responsible for recovering the Product(s) from you or any third-parties, including shippers, or any delays caused by you or any third-parties, including shippers, and you acknowledge and agree that if SussMyBike does not receive the returned Product(s) within 14 days of the date that we delivered the Product(s), you will not be entitled to a refund.

We want you to be 100% satisfied with our Services. If you are less than satisfied, please contact our support team by email at support@sussmybike.com so that we can help you resolve the issue.

Returning Products for Warranty Claims:

Your Products (whether purchased on the Website or through an authorised retailer) are warranted against defects in materials and workmanship for a period of six (6) months from the date of original retail purchase (if purchased at a retailer), or six (6) months from the date of shipment (if purchased on the Website), or other period if the SussMyBike expressly notifies you in writing (“Warranty Period”) in each case only when used in accordance with the applicable usage documentation. If a defect arises during the Warranty Period, SussMyBike will, at its option:

(1) repair the affected Products at no charge, using new parts or parts that are equivalent to new in performance and reliability,

(2) exchange the affected Products with functionally equivalent Products that are new or formed from new and/or previously used parts that are equivalent to new in performance and reliability or, with your consent, Products that are at least functionally equivalent to the Products it replaces; or

(3) refund the original purchase price for the affected Products.

This warranty excludes normal depletion of consumable parts unless failure has occurred due to a defect in materials or workmanship, and damage resulting from abuse, accident, modifications, unauthorised repairs, neglect, abuse, water damage, or other causes that are not defects in materials and workmanship. No other person is authorised to modify this limited warranty.

Some states and countries do not allow limitations on how long such warranties, conditions, and/or implied terms may last, so the limitation described above may not apply to you. This warranty is offered in addition to rights and remedies conveyed by consumer protection laws and regulations that cannot be statutorily waived, and does not affect your applicable statutory rights.

Follow these steps to return Products with respect to a warranty claim during the Warranty Period:

  1. Contact our Support team to initiate the warranty service process and obtain a Return Merchandise Authorisation (RMA) number and a pre-paid shipping label.
  2. Pack the Products in original packaging or mail in a sturdy box to ensure the Products will be returned without damage. Be sure to write the RMA number on the packaging. 
  3. Once the Products are received and fixed, you will receive an email detailing the warranty service along with the return shipment’s tracking number.

Returns and Refund Policy (EU)

If you are a customer in the EU and you are not satisfied with the Products you purchased, you can return them to us in accordance with the cancellation and returns policy described below.

Legal Right to Cancel (EU Customers only)

You have a legal right to cancel the contract between you and us within fourteen (14) days of delivery without giving a reason.

The cancellation period will expire fourteen (14) days from the day that you or a third party acting on your behalf (excluding the company that delivers the Products to you) takes physical possession of the Products you ordered.

If you exercise your right to cancel your contract with us, we will reimburse you all payments received from you, including your cost of shipping the Product back to us (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). In each case, you must return the Products you have purchased to us without undue delay in accordance with the, “How Do I Return the Products?” section below.

We will make any reimbursement due to you without undue delay, and not later than fourteen (14) days after the day we’ve verified that you’ve returned the correct Products supplied.

How Can I Cancel My Order?

To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or an email). The easiest way to do this is to contact our support team following the process described in the, “How Can I Return the Products?” section below.

To meet the fourteen (14) day right to cancel deadline, it is sufficient for you to send us your communication concerning the exercise of your right to cancel before the cancellation period has expired.

Returns After the Fourteen (14) Day Cancellation Period Ends

If the fourteen (14) day cancellation period described above has ended, SussMyBike may provide you with a refund for the cost of the Products not including any shipping charges but less a £50 restocking fee, if you notify us within thirty (30) calendar days from the date of your purchase. The Products must not be abused or damaged as determined in our sole discretion.

How Will I Receive My Reimbursement?

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement except as described above.

How Can I Return the Products?

Please follow these steps to return the Products purchased through our Website:

  1. Contact our Support team to initiate the return process and obtain authorisation to submit the Products for return.
  2. Create a shipping label addressed to “SussMyBike Returns”
  3. Pack the Product(s) in the original packaging or mail in a sturdy box to ensure the Products will be returned without damage.
  4. Once the Product(s) are received and verified, you will receive a confirmation email with the details of your refund.

Please pack the Products in the original product packaging and post it in a sturdy box to ensure the Products will be returned without damage. If you do not receive a pre-paid shipping label from us, you must to pay the costs of the postage to return the items, and such costs will not be returned. You must send off the Products to us without undue delay.