Refund policy

30-day returns

If you're not completely happy with something you bought from us, you can return it within 30 days of delivery for a refund.

  • Items must be unused and unfitted, in their original packaging, with all parts, bolts and paperwork included. Clothing, hats and socks must be unworn and unwashed.
  • We can't accept items that have been fitted, ridden, cut to length or marked during installation (for example dropper posts, handlebars, stems, pedals, grips and levers), special-order items, or dropper post service bookings once the service has started.
  • If a returned item isn't in a resaleable condition, we may refuse the refund and send it back to you at your cost.
  • For opened consumables (lubes, grease, degreaser, bike wash, tyre plugs), we may reduce the refund to reflect any product used.
  • We don't do direct exchanges, because we can't guarantee stock will still be available. If you'd like a different size or colour, please place a new order and return the original for a refund.

How to return an item

  1. Email info@marchesparts.co.uk with your order number and the items you're returning. We'll reply with the return address.
  2. Pack the items securely with a note of your order number.
  3. Post the parcel using a tracked or recorded service and keep your proof of postage. We're not responsible for parcels lost on the way back to us, and we can't accept drop-offs in person.
  4. We'll check your return within about 7 working days of receiving it, then email you to confirm your refund.

Return postage: you pay for change-of-mind returns. If an item is faulty, damaged or not what you ordered, we cover the reasonable return cost.

Your legal right to cancel (UK consumers)

If you're buying as a consumer, you also have a legal right to cancel your order within 14 days of receiving it, for any reason.

  • Tell us by email within that time. You then have a further 14 days to send the items back.
  • We'll refund the item price and the standard delivery charge you paid, within 14 days of receiving the items back or proof that you've posted them, whichever comes first.
  • We may reduce the refund if an item has been handled more than you'd need to check it in a shop.
  • Refunds always go back to your original payment method, with no fees.

This right doesn't apply to items made to your specification, or to hygiene-sealed items that have been unsealed.

Faulty, damaged or incorrect items

Email us photos of the problem with your order number. Sometimes we can sort it out without you needing to send anything back. Please check your parcel when it arrives and tell us about any delivery damage as soon as possible. Faulty items will be repaired, replaced or refunded in line with your rights under the Consumer Rights Act 2015.

Warranty

Products are covered by their manufacturer's warranty, on the terms set by each brand (for example PNW Components or Mudhugger). Email us your order number and a description of the problem and we'll assess the claim with the manufacturer. Proof of purchase is required.

Trade and business customers

If you buy from us as a business, the 30-day returns above still apply, but the 14-day consumer cancellation right does not. Please:

  • check deliveries straight away and report any transit damage within 3 working days of delivery;
  • get our agreement by email before returning anything, including items ordered in error. Unless the item is faulty or incorrect, a restocking fee of up to 20% may apply.

Your statutory rights

None of this affects your statutory rights.

Marches Parts Company Ltd · Unit 1 Silkmoor, New Street, Frankwell, Shrewsbury SY3 8LN · info@marchesparts.co.uk