If you have placed an order with us but then wish to change or cancel it, please contact us as soon as you can using our online form by clicking here and selecting Order Enquiry. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the procedures for returns. Unfortunately goods that have been dispatched cannot be changed or redirected to an alternative address.
Following the Distance Selling Regulations, we will accept items back if you decide to return them within 14 working days of receiving your order. You are entitled to a refund as long as you notify us within the 14 working days of receiving the goods, and return them back to us within a further 14 working days of giving notice. The goods must be in an 'as new' condition and returned along with any accessories and free gifts received with it. The product must not have been used or fitted to any other equipment. Whilst the goods are in your possession you must take reasonable care of them and not use them. We cannot refund or cancel your order if it is a custom specification item such as complete bikes*, or if we believe that any damage to the product was caused while in your possesion. We can also not accept returns for any perishable goods.
*All bikes on our website are deemed to be built on custom specifications, other than those listed as clearance, which are pre-built
All of our orders are checked before and after packing to ensure that no items have been damaged during dispatch. If your goods have been damaged in transit and they have been unpacked, please notify us within 2 working days from when you received your order. Send copies of images of the damaged item and description to [email protected]. Any claims after this 48 hour period will not be honoured.
The cancellation notice should be sent via our online form by clicking here and selecting Order Enquiry. This must state your name, a description of the goods or services concerned and the order number of the item you would like to return.
Where Dolan Bikes have supplied goods to you, you must take reasonable care of the goods in your possession pending their return to Dolan Bikes. Dolan Bikes will only accept the returned goods in their original packaging and which do not exhibit signs of wear or tear. Any use of the delivered goods beyond that necessary to inspect the goods on delivery will invalidate your right to cancel the contract.
You must return the goods to Dolan Bikes by registered post or similar within 14 working days (excluding Saturdays, Sundays or Bank Holidays) from the date of the Cancellation Notice along with a returns form, which can be downloaded here. You are responsible for the cost of returning the goods to Dolan Bikes and the risk of damage to the goods in transit. If the goods are damaged in transit Dolan Bikes reserves the right to refuse a refund and it will be your responsibility to seek compensation from the carrier. You are responsible for the cost of goods being sent back to us, in the case of faulty or damaged goods (at no fault of your own) which require an exchange we will pay for the postage back to your address. If you are returning an item for an exchange for any other reason, you will also be responsible for the cost of postage back to you. All re-deliveries will be made to the delivery address on the original invoice.
If you wish to have your frame size swapped on a complete bike, as long as the bike is unused, the cost to strip and re-build the bike will be £50 + Postage costs. If you require any further information please contact [email protected].
Dolan Bikes cannot be held responsible and will not accept cancellation of any orders which may have been delivered late due to postal strikes.
Please complete our Returns Form and ensure to mark the package as RETURNED GOODS – FAILED SALE or WARRANTY RETURN – this will ensure we are not charged import duty on the package. Failure to include this may result in the package being refused at UK Customs and returned to you.
If you have paid import duty on your goods, and you then return them for a refund you should be able to claim back a refund of the duties paid from your local Customs Authority. You will need to show the Customs Authority proof of duty paid when you received the goods and proof of export – this is your proof of returning the goods to us.