Terms and conditions
Nobody reads these for fun, so we have kept them short and in plain English. They cover buying from us online, buying in the shop, and leaving a bike with our workshop. Nothing here takes away any rights you have by law.
Who we are
Butternut Bikes Ltd, registered in England and Wales, company number 12639530. VAT number GB359764836. Registered office and shop: 143 Crouch Hill, Crouch End, London N8 9QH. Email [email protected], phone 020 8347 5534.
Prices
All prices include VAT at the current rate. Bikes are sold at the manufacturer’s UK price unless we say otherwise. Sale prices apply while stocks last. If we have made a genuine mistake with a price online, we will tell you before the order is dispatched and you can choose to go ahead at the right price or cancel for a full refund.
Ordering online
When you place an order you will get an email confirming we have received it. The contract between us is made when we dispatch the goods, or when we confirm a made to order bike with you. Occasionally we have to decline an order, for example because a stock count was wrong or a supplier has let us down. If that happens we will tell you quickly and refund anything you have paid.
Some bikes shown as available are with the manufacturer rather than in our shop. The product page says so and gives a realistic lead time. We would rather tell you the truth than lose the sale.
Paying
Online we take cards, Apple Pay, Google Pay and bank transfer. In the shop we take cards and cash. We also accept Cycle to Work vouchers from all the main schemes, online and in the shop. A Cycle to Work order is held until the voucher or certificate reaches us. On a small number of bikes the Cycle to Work price is different from the online price, and where that applies the product page says so.
Deposits and made to order bikes
Some bikes are built to your specification, including custom paint and made to order builds from Muli, Bike43 and Veloe. We take a deposit before placing that order with the factory. Once the factory order is placed the bike cannot be cancelled or returned, because nobody else is waiting for a cargo bike in your particular shade of pink, and the deposit is not refundable. We will always say this clearly before we take your money.
Delivery
Our delivery page sets out what we charge, where we deliver and how long it takes. Risk in the goods passes to you when they are delivered to the address you gave us, or when you collect them.
Changing your mind
If you order online without coming in, you have 14 days from receiving the goods to tell us you are cancelling, and a further 14 days to get them back to us. Bikes bought in the shop after a test ride do not carry an automatic right of return, which is the same at every bike shop and is why we spend so long with you first. The full detail, including who pays for return carriage, is on our returns and refunds page.
If something is faulty
Under the Consumer Rights Act 2015, if something we sold you is faulty, not as described or not fit for purpose, you can reject it for a full refund within 30 days. After that we get one chance to repair or replace it, and if that does not work you are entitled to a refund. Manufacturer warranties sit on top of this and do not replace it. In practice: tell us, and we will deal with it.
Warranties
Every new bike we sell comes with the manufacturer’s warranty, and we handle warranty claims for bikes we sold. Warranties do not cover normal wear such as tyres, brake pads, chains and cables, or damage from crashes, neglect or modifications. Some manufacturers ask you to register the bike; we will tell you when that applies. Electric bike batteries are consumables that lose some capacity over time, and the manufacturer’s terms say how much is normal.
Our workshop
When you leave a bike with us we will assess it and send you a quote by email and text before we start any work beyond what you have already agreed. If you decide not to go ahead, you only pay for the assessment where we have told you there is a charge. Parts ordered specially for your job are charged even if you later change your mind about the work.
Please collect your bike within 14 days of us telling you it is ready. We are a small shop and space is tight. If a bike is left with us for a long time and we cannot reach you despite trying, the law allows us to sell it to cover the bill. We have never had to, and we would much rather you came and got it.
Test rides
Test rides are free. We will ask for a form of ID and may ask for a card to hold while you are out. You are responsible for the bike while you are riding it, so please ride sensibly, obey the rules of the road and bring it back in the state it left. Helmets are available and we would rather you wore one.
Electric bikes and the law
The electric bikes we sell are electrically assisted pedal cycles under UK law: the motor only helps while you pedal, assistance stops at 15.5 mph, and you must be 14 or over to ride one. They need no licence, tax or insurance. We do not sell or fit anything that takes a bike outside those limits, and doing so yourself voids the warranty and can make the bike illegal to ride on the road.
Our website
We work hard to keep the site accurate, but specifications, colours and prices can change at short notice and manufacturers do not always tell us first. Photos are as close as we can get and screens vary. If something on a product page is critical to your decision, ask and we will confirm it.
Liability
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for losses that were not foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law says cannot be limited.
Complaints
If something has gone wrong, tell us. Email [email protected] or call 020 8347 5534 and ask for the owner. We will reply within a few working days and we would rather fix it than argue about it. If we cannot agree, you can take it to an approved alternative dispute resolution body, and nothing stops you going to court.
The legal bits
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you can also bring proceedings there. We may update these terms from time to time; the version on the site when you order is the one that applies to that order. Last updated 30 October 2026.
And if you have read this far: are you sure you should not be out on your bike?