Complaints
We’re all human, and sometimes things don’t go to plan. If you’re not entirely happy with your recent experience, please raise a complaint by contacting our Customer Services Team on 07413 662851 or fixmybike@nevermindthebikeshops.com.
We aim to resolve your complaint as quickly as possible. If we can sort things within 5 working days, we’ll send you a final response confirming our resolution. If it takes longer, we’ll update you within 14 working days to explain the delay and when you can expect a full reply.
We may ask for extra details or photos of the issue so we can properly assess any warranty claim or fault. We take complaints seriously — they help us do better next time.
Returns & Refunds
Changed your mind? No problem.
If you’ve bought something online, you can cancel your order within 14 days of receiving it, provided the item is unused, in its original packaging, and you let us know in writing or by email. You then have another 14 days to send it back. Once received and checked, we’ll process your refund within 14 days.
Return postage costs are your responsibility unless we’ve sent you the wrong item or it’s faulty.
For in-store purchases, we’ll happily offer an exchange or credit note within 7 days, as long as the product is completely unused, in saleable condition, and you can show proof of purchase. We like to keep things fair and simple — no small-print games here.
Faulty Goods & Refunds
If something you’ve bought from us turns out to be faulty, not as described, or doesn’t last as long as it reasonably should, we’ll put it right.
Under the Consumer Rights Act 2015, you’re entitled to a repair, replacement, or refund depending on the circumstances. If a fault appears within 30 days, you can choose a full refund. After that, we’ll repair or replace the item where possible — and if that’s not practical, we’ll offer a partial or full refund based on the situation.
Just bring the product to us (or get in touch if it was an online order) and we’ll assess it quickly and fairly. No hoops, no hassle — just a proper resolution.