Returns and refunds
We would much rather get it right the first time than take something back. That is why we go on about test rides. There is a hill directly outside the shop, and ten minutes on it will tell you more than any spec sheet ever will. If you are not sure, come and ride the thing.
Here is exactly where you stand.
Bikes bought in the shop
Nearly all of our bikes are sold in person in Crouch End, after a test ride and a proper conversation. Once you have chosen a bike in the shop and taken it home, there is no automatic right to bring it back because you have changed your mind. That is the same at every bike shop, and it is the reason we spend so long with you beforehand.
What you do get is us. If the fit is not right, if the gearing is wrong for your hill, if the saddle is fighting you, bring it back and we will sort it. Adjustments, a different stem, a swap of bars or saddle where we can. We would rather spend an hour making your bike right than sell you a different one.
Orders placed online
If you order from us online without coming in, the law gives you a right to change your mind, and we are happy to honour it.
- You have 14 days from the day the goods reach you to tell us you are cancelling.
- You then have a further 14 days to get them back to us.
- You do not need to give a reason. Email [email protected] and we will take it from there.
Three practical things, so there are no surprises:
- You pay to send it back. We cover the outbound delivery you paid at standard rate, but the return journey is yours.
- You can handle the goods as you would in a shop. Try it, look at it, check it fits. If something comes back worn or ridden beyond that, we may reduce the refund to reflect what it is now worth.
- We refund within 14 days of the goods getting back to us, to the card or account you paid with.
Bikes ordered online, without a test ride
The same 14 day right applies, with one honest warning attached. A bike will not go in a post box. Returning one needs a specialist courier, and that is expensive and genuinely a faff.
If you cancel a bike ordered online, you arrange and pay for the return. As a guide, expect roughly £50 to £80 for a folding or kids’ bike, and £100 to £200 for a cargo bike, depending on where you are and how it is packed. It must reach us in a condition we could reasonably resell.
We are telling you this plainly because we would rather you did not find out the hard way. If you are anywhere near north London, come and ride it first. It costs nothing and it solves this entire problem.
Custom and made to order bikes
Some bikes are built to your specification, including custom paint and made to order builds. Once we place that order with the factory it cannot be cancelled or returned, because nobody else is waiting for a cargo bike in your particular shade of pink. Goods made to your specification are outside the normal cancellation right, and we will always say so clearly before we take the order.
If something is faulty
Completely different, and much simpler. This applies whether you bought in the shop or online.
- Within 30 days of buying, if the goods are faulty, not as described or not fit for purpose, you can reject them for a full refund.
- After 30 days, we get one go at repairing or replacing. 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, if a bike we sold you has a problem, tell us and we will deal with it. We will fix it here, get parts sent, or if you have moved away we will talk you through it or find a local shop to help. We have done all three.
Things we cannot take back
- Helmets that have been worn outside, for obvious safety reasons.
- Made to order and custom finish bikes, as above.
- Anything damaged by an accident, misuse or normal wear.
None of this affects your statutory rights.
How to start a return
Email [email protected] with your order number and what you would like to do. A human reads it. We will confirm the address and tell you anything you need to know before you send it.
Butternut Bikes, 143 Crouch Hill, Crouch End, London N8 9QH. 020 8347 5534.