Returns & Refunds

We want you to be happy with what you’ve bought. That said, bikes aren’t socks, so here’s how returns work at Butternut Bikes.

Returns window

• You can return unused items within 14 days of delivery or collection (subject to statutory rights). You have longer to return if you purchased online.

Condition of returns

To be eligible for a return:

• Items must be unused, unridden, and in original condition

• Original packaging must be included where possible

• For a change of mind, our usual policy is to exchange or offer a credit voucher

Bikes that have been ridden, built to order, or modified are not eligible for return, unless they are faulty.

This includes:

• E-bikes that have been activated

• Bikes built or adjusted to your specification

• Demo bikes sold at a discounted price (these will be clearly marked)

Return costs

• Customers are responsible for return shipping costs

• We recommend using a tracked and insured service

If you’re returning a bike, please contact us first. Do not just turn up or ship it without arranging it.

Faulty items

Faulty goods are handled in line with UK Consumer Rights legislation.

If something isn’t right:

• Contact us as soon as possible

• We’ll assess the issue and arrange repair, replacement, or refund as appropriate

How to start a return

Before sending anything back, email us at:

workshop@butternutbikes.co.uk

Please include:

• Your order number

• What you’re returning

• Photos if the item is damaged or faulty

We’ll confirm next steps before anything is shipped.

Shipping

Where we ship

• We currently ship to UK addresses only

Shipping costs

• Shipping costs are shown at checkout

• Large items such as bikes may incur higher shipping costs due to size and insurance

Dispatch times

• In-stock items usually ship within 1–3 working days

• Bikes may take longer if they require preparation or checks

We’ll let you know if there’s any delay.

Click & collect

Many bikes are best collected in person so we can:

• Check fit

• Run through the bike properly

• Answer questions

If you’re unsure whether shipping or collection is best, just ask.

Questions?

If you’re not sure whether something is returnable, or you want to check before ordering, get in touch.

We’re a real bike shop in Crouch End, not a warehouse.

020 8347 5534
hello@butternutbikes.co.uk