Returns & Exchanges

Last Updated: 15 October 2023

At De Ver Cycles Shop, we take pride in hand-packing every order with care, ensuring our premium cycling gear reaches you in perfect condition. We stand behind the quality of our products and want you to be completely satisfied with your purchase. If for any reason you are not, our straightforward returns and exchanges process is designed with our global community of riders in mind—simple, secure, and respectful of your time.

1. Our Returns & Exchanges Promise

We believe in trust, transparency, and getting you back on the bike. Whether you’re a seasoned road warrior, a weekend adventurer, or shopping for the family, our policy reflects our commitment to your satisfaction. Our Birmingham-based team is here to help at every step.

2. Return & Exchange Timeframe

• Returns for Refund: 15 days from the date you receive your order.
• Exchanges: 15 days from the date you receive your order (subject to product availability).

3. Condition of Items

To be eligible for a return or exchange, items must meet the following conditions:

• Unworn, unused, and in the same condition as when received.
• In the original packaging, including any protective wrapping, boxes, or bags.
• All labels, tags, and hygiene liners (if applicable) must be attached and intact.
• Accompanied by the original purchase receipt or order confirmation.

4. Step-by-Step Return/Exchange Process

1. Initiate Your Request: Contact our customer service team at [email protected] within the 15-day window. Use the template below to ensure we have all necessary information.
2. Receive Instructions: We will email you a Returns Authorisation (RA) number and detailed instructions on where to send your package. Do not send anything without this RA number.
3. Pack Your Item: Securely repack the item in its original packaging, including all accessories and documentation. Include a copy of your order confirmation or receipt inside the package.
4. Ship Your Return: Send the package to the address we provide, using a tracked and insured shipping service. You are responsible for the cost of return shipping unless the return is due to our error or a defective product.
5. Inspection & Processing: Once received at our Birmingham hub, our team will inspect the item (typically within 3-5 business days). We will notify you via email about the status of your refund or exchange.

5. Refund Timeline & Method

• Timeline: After we approve your return, please allow 5-10 business days for the refund to be processed back to your original payment method.
• Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal).
• Deductions: Original shipping costs are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

6. Exchange Process

Want a different size, colour, or product? Follow the standard return process above, but clearly state in your initial email that you wish for an exchange and specify the desired item (product code, size, colour). Exchanges are subject to availability. If the desired item is of higher value, you will be invoiced for the difference. If it is of lower value, we will refund the difference.

7. Return/Exchange Request Email Template

To expedite your request, please email us at [email protected] using the following template:

8. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with photos of the product and packaging. We will arrange a free return label and expedite a replacement or refund at no cost to you.

Thank you for being part of the De Ver Cycles Shop community. We’re here to ensure your cycling journey—from purchase to ride—is seamless and satisfying.