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Returns Policy

Effective Date: 1st March 2024

Thank you for shopping with Velochain, your trusted bicycle component shop. We are committed to providing high-quality products and exceptional customer service. However, if you are not completely satisfied with your purchase, we offer a straightforward and fair Returns Policy. Please read the following terms and conditions carefully:

1. Eligibility for Returns:
   1.1. To be eligible for a return, the purchased item must be unused, in its original packaging, and in the same condition as when you received it.
   1.2. The return must be requested within 30 days from the date of purchase.
   1.3. Only products bought directly from Velochain are eligible for returns. Items purchased from third-party sellers or resellers must be returned through their respective channels.
2. Non-Returnable Items:
   2.1. Certain items are not eligible for return due to safety, hygiene, or regulatory reasons. The following items cannot be returned: New products being returned for exchange not in original packaging, Used or fitted components, Custom produced products such as spokes cut to a specific length.
3. Returns Procedure:
   3.1. To initiate a return, please follow these steps:
   a. Contact our Customer Support team at info@velochain.co.uk to request a Return Authorization (RA) number. A RA Number is required to return an item, if an item is returned without a RA number this can cause a delay on the process.
   b. Provide the order number, product details, and the reason for the return.
   c. Once you receive the RA number, securely package the item with all its original components and include the RA number on the outside of the package.
4. Return Shipping:
   4.1. The customer is responsible for the cost of return shipping unless the return is due to an error on Velochain's part, such as receiving a defective or incorrect item.
   4.2. We recommend using a trackable shipping method for returns to ensure that the item is received.
5. Refund Process:
   5.1. Upon receipt and inspection of the returned item, we will notify you of the status of your refund.
   5.2. If the return is approved, we will issue a refund to your original payment method within 7 business days.
   5.3. Refunds will only include the cost of the returned item; original shipping charges are non-refundable.
6. Exchanges:
   6.1. We do not offer direct exchanges for returned items. If you wish to exchange a product, please return the original item and place a new order for the desired product.
7. Damaged or Defective Products:
   7.1. If you receive a damaged or defective product, please contact our Customer Support team within 7 days of receiving the item.
   7.2. Provide a description of the damage or defect and include photographs, if possible.
   7.3. We will assess the situation and, if eligible, arrange for a replacement or refund.
8. Cancellation Policy:
   8.1. If you wish to cancel an order, please contact our Customer Support team as soon as possible. If the order has not yet been processed, we will cancel it and issue a full refund. If the order has already been shipped, the regular return process will apply.
9. Policy Changes:
   9.1. Velochain reserves the right to modify or update this Returns Policy at any time without prior notice. Changes will be effective upon posting the updated policy on our website.

If you are unsure what product you need please do not hesitate in calling us and we will aid you on getting the correct parts you require.

If you have any questions or concerns regarding our Returns Policy, please don't hesitate to contact us at info@velochain.co.uk Your satisfaction is our priority, and we are here to assist you in any way we can.

Returns Address: Velochain, Twin Oaks, Closewood Road, Denmead, Hampshire, PO76JD

Thank you for choosing Velochain as your cycling component provider!