Customer Service

Returns / Complaint

What happens if I do not want the product ordered or if it does not fit?

You always have a 14-day right of withdrawal with online orders. Click here for more detailed information and to read the precise conditions.

We have devised a Customer Service module and listed the different possible options should you wish to return goods or make a complaint. Click on the relevant link and follow the instructions.

Please appreciate that we can only accept orders in writing in this section. This is so that we can ensure that we receive all the necessary information and data in a structured format so that your order can be processed correctly, simply and quickly.

You can access the Customer Service module here.

Who can assist me with technical queries?

Bikes and their accessories are products that need much in the way of explanation. Our experts in the Customer Care department will therefore be able to assist you with technical queries.

You will be served most quickly by using the Customer Service module. Please state your telephone number so that we can call you back if we need to.

We always give of our very best to ensure that you are completely satisfied and happy.

How long is the warranty period?

The warranty period is 24 months on purchased goods and starts on receipt of the goods. Damage caused by natural wear and tear or caused by improper use is not covered by warranty.

How should I proceed with a warranty claim?

Please note with bikes that all bikes will be assembled and built to a superior standard by experienced specialist bike builders prior to shipment. On receipt of your order, you are generally only required to straighten the handlebars, fit the front wheel and screw on the pedals. Please note that this service is not usual with mail order. In spite of the high cost to us, we have nevertheless opted for this procedure and it is working really well. Our returns and warranty claims have been reduced to an absolute minimum.

During the warranty period, Wincanton or DHL will collect a larger product, such as a bike, in the event of a warranty claim by our despatch administrator . The necessary repair or replacement will be carried out by bikester.co.uk. With our prior agreement, you can also take the bike to a dealer of your choice and bikester.co.uk will bear the cost of the repair.

All other smaller items can be sent inexpensively by post to bikester.co.uk, but please be sure to affix sufficient postage. In the event of a warranty claim, bikester.co.uk will immediately refund the cost of postage to your account. Any additional costs, which arise by sending the product too expensively, cannot be reimbursed. Packages, which have not been pre-paid, will not be accepted by us.

We cannot guarantee that all items will work perfectly. However, in all cases we will do our very best to find a solution which you are completely happy with – ultimately that it what it is all about!