Refund policy

Changed your mind? You have 14 days

If you bought from us online, you can cancel your order for any reason within 14 days of the day you receive it. Just tell us by email at support@moutainike.com with your order number. You then have a further 14 days to send the item back to us.

For a change-of-mind return, items must be:

  • unused and unridden (no dirt on the tyres, drivetrain or frame);
  • returned with all parts, accessories, manuals and tags;
  • packed securely, ideally in the original box. Bikes must be returned in a proper bike box.

You may handle an item as you would in a shop to check it. If it has been used beyond that, for example ridden outdoors, we may reduce your refund to reflect the loss in value.

Return costs

For change-of-mind returns, you pay the cost of sending the item back. We can arrange a bike collection for £30, deducted from your refund. Please use a tracked and insured service: you are responsible for the item until it reaches us.

If the item is faulty, damaged on arrival or not what you ordered, we cover all return costs.

Refunds

We refund you within 14 days of receiving the item back, or of you showing proof that you sent it, whichever is sooner. We refund the price you paid plus the cost of standard delivery, using your original payment method. If you chose a faster delivery option, we only refund the standard delivery cost.

Items we can't accept back for a change of mind

  • Helmets and body protection supplied sealed for hygiene reasons, once the seal has been removed;
  • items made or adjusted to your personal specification, such as custom builds;
  • items damaged by you after delivery.

This doesn't affect your rights if an item is faulty.

Faulty or damaged items

Under the Consumer Rights Act 2015, products must be as described, fit for purpose and of satisfactory quality.

  • Within 30 days of delivery you can reject a faulty item for a full refund.
  • After 30 days, we will repair or replace it. If that isn't possible, you're entitled to a refund, which may be reduced to reflect the use you've had.
  • Faults that appear within 6 months are presumed to have been there at delivery, unless we can show otherwise.

If your order arrives damaged, please tell us as soon as possible, ideally within 48 hours. Send photos of the item and the packaging, and we'll put it right quickly. This doesn't limit your legal rights.

Warranty

On top of your legal rights, Mountainike frames come with a 5 years warranty against manufacturing defects. Components are covered by their manufacturer's warranty, usually 2 years. The warranty doesn't cover:

  • normal wear and tear, such as tyres, brake pads, chains, cassettes, grips and bearings;
  • crash or impact damage;
  • incorrect assembly or maintenance, or modifications;
  • commercial or rental use.

To make a claim, email us with your order number, the frame serial number and photos.

How to start a return

  1. Email support@mountainike.com with your order number and the reason for your return.
  2. We'll reply with your returns address and, for bikes, how to pack them safely.
  3. Send the item back within 14 days of telling us you want to cancel.

Returns address: 794 Lower Rainham Road, Rainham, Gillingham Kent, ME8 7UD