30-Day Money-Back Guarantee
We want our customers to be able to buy with confidence. At Custom Riders we offer a 30-day money-back guarantee. If for whatever reason you are unhappy with your purchase, simply return the unused item, in its original packaging and we will issue you with a refund or replacement.
Please note we can not accept returns on Custom Bike builds or Custom Wheels as these are made to order.
How do I return an item?
You can call us first Tel 01462 650740
Email info@customriders.com
or Just send Items back to Dispatch Address below.
Custom Riders UK
Unit C 43 Bury Mead Road
Hitchin
Hertfordshire
SG5 1RT
We have a downloadable returns form link <Download Returns PDF > or see it at top of the page just hover over it. If you would like to return an item, simply indicate the items that you would like to return and what you would like us to do (i.e. refund or replace) and we will do the rest. If you can’t print out the returns form, just email info@customriders.com or write a note down to send with your parcel to include your invoice number, Name Address phone number and what you would like us to do i.e. refund Swap or replace.
How long will it take for my return to be processed?
Returns are typically processed on the day of receipt. With refunds usually being processed the same day.
Please be aware that although refunds are processed straight away, CitrusPay our payment gatway can take up to 5 working days for the amount to show back on to your card this is out of our control.
Declined orders on the site. At the time of placing an order on the website it goes through a verification check via our Citruspay gatway and if for any reason it is declined it will show up on your card as Pending or allocated funds for that payment these are held from your Bank / Card provider to our Payment gateway then on to our bank in the event of a cancel or decline these funds can say allocated or pending till our bank / payment provider release returns the funds back to your account . PLEASE NOTE this is out off our control and can take anywhere from 2-5 Days , Paypal refunds are usually same day.
Who pays for returning an item?
Unless the item has been sent in error or is faulty, it will be the customer’s responsibility for any costs involved in returning an item.
In the event that an item has been sent in error or is faulty, we will pay for the return postage cost. We will refund up to a maximum of £8.00 (unless agreed beforehand in writing). If you believe that you have been sent an item in error or think that it may be faulty, please contact us on 01462 650740 or send an email with details of the error/fault to info@customriders.com and we will get back to you with details on how to proceed.
My item is faulty, how long will it take?
In the event of a faulty/defective product, we may need to return the item to the supplier/manufacturer for inspection. Please be aware that we may require authorisation from the supplier of the item before we proceed with the warranty claim, so please be patient. We will keep you updated throughout the process.
Please be aware that for a warranty to take place, there is usually a process of getting photographic evidence and / or returning the item back to us. This will vary depending on the manufacturer and the problem itself. You can read our full warranty policy here.
Please note we are unable to accept returns on custom wheels or custom bikes.
Warranty and how it works.
What is your warranty policy?
We work hard to ensure that all the items that we sell are to the highest standards of quality. On the odd occasion that you do experience a problem we want to ensure that we get this resolved for you as quickly and efficiently as possible.
When you receive an order from us, it’s important to inspect the product before you install it, as it is much easier to resolve an issue before it has been fitted as there is no essence of blame on behalf of the customer due to improper fitting or user error.
What is not covered under warranty?
- Improper fitting, poor maintenance and abuse derived from neglect or crash damage will not be covered under our Warranty Policy.
- We will not cover general wear and tear on tyres cuts or slits, inner tubes, brake pads, cables, chains or bearings. This will be considered as general wear and tear that comes from BMX riding.
- Tyre blowouts, damage to the sidewall from brakes not set up correctly or the tyre tread will not be considered warranty in most cases.
- Bending or denting of bars, frames, cranks, rims or forks are not due to manufacturing defects, so will not be considered a warranty issue.
- Clear coated bikes/frames/forks/bars/cranks will not be warrantied against cosmetic damage that may arise from dampness getting under the lacquer.
- Warranties are non-transferable and will only cover the original purchaser. All warranty claims will require the original proof of purchase.
- Costs incurred due to loss of use, alongside any labour charges, due to a warranty claim being made, are not covered under our Warranty Policy.
If a replacement or repair is not available on your warranty claim, we may offer an alternative item of the same/higher value. Alternatively a proportional refund (equivalent to the remaining life of the product) could be offered in this event.
We will always work in the interests of our customers to ensure our warranty claims are resolved with the manufacturer to a satisfactory manner. In the event that we are unable to provide a satisfactory outcome, we will inform the customer with the decision that has been made.
This does not affect your statutory rights.
How do I make a Warranty claim?
If you believe that you have a product that is considered a warranty, please call us on 01462 650740 or email us at info@customriders.com detailing the following information:
1. When the product was purchased
2. What the problem is with the item and the events that lead up to the issue
3. Any images or videos you can take of the issue
Once we have received the above information, we will speak with the manufacturer and assess the situation. We may ask for the item to be returned back to us for further inspection or repair. If the item needs to be returned and it is agreed that that it is a warranty, we will refund your return postage cost up to the value of £8.00.
How long will the warranty process take?
Each manufacturer will have different times and policies related to warranties. So it can vary from brand to brand. However we will always push to get the case resolved and a decision made as quickly as possible, as we are aware how frustrating it is being off your bike.
Once a warranty decision has been made we will inform you of the outcome and what is needed to be done to proceed from there.