We aim to give the best service possible and ensure that you as a customer are happy with the service we have provided.
If you need to return an item purchased online please email firstname.lastname@example.org and we will get back to you.
If we have sent you the wrong item
If we have sent you the wrong item we will ensure that you get the correct goods as quickly as possible. You will need to return the goods within 7 days of receipt in their original packaging and they must be unused and not have been fitted to a bike or frame.
Freeborn will not be held responsible for variations in either the weight or specification of a product. Any displayed weights are claimed manufacturer weights only and are subject to change at any time.
Once we have received the goods back we will send out the correct replacement goods to you straight away.
We will be happy to refund your return postage costs either by card, cheque or credit note.
On smaller return items please use Royal Mail First Class Recorded Delivery to our return address as below. On larger or heavier items such as wheels, forks or frames we will arrange collection from you once the return is agreed.
If you are unsure as to the weight or size of item please contact us and we will advise you of the best return method.
If you have ordered the wrong item
We are happy to exchange goods that have been ordered incorrectly. In this situation we will expect you to return the item ordered incorrectly within 21 days of receipt in their original packaging and they must be unused and not have been fitted to a bike or frame. All return postage costs are down to you. If you want to return your item for a refund you must return it to us within 14 days of the goods being delivered. Please ensure you contact us first before returning any item.
When goods are ordered incorrectly we are not responsible for the cost of return postage back to us, or for the cost of re-sending the required goods back to you. In this event we will advise you of the approximate cost and arrange this payment with you when applicable.
If the item you have received is damaged or faulty
If you receive a damaged or faulty item please contact us as above. In certain cases we may be able to resolve the issue without the hassle of a complete item exchange and in other cases we may be able to assist you with a fix. Each case can have a different outcome so please work with us to find the easiest solution.
All items supplied are genuine manufacturers equipment with a full warranty. Normally this period is a year although warranty periods differ from manufacturer to manufacturer.
If your goods develop a fault further down the line and you are unsure about the warranty please contact us and we will assist you. Please note you will need the original proof of purchase for any warranty return or replacement.
Warranty terms and conditions normally cover manufacturing defects and not problems caused by rider error, fitment or compatability error, abuse or crash damage. If you do have a problem with an item we will do all we can to assist you but please understand that we need to see any such items for inspection. Sometimes this may also require a manufacturers inspection, and sometimes this could result in the item being returned to you in the condition in which it was returned to us if a warranty is void.
In order to prevent this please give us as much genuine information as possible at the time of contacting us. Help us and we will do all we can to help you.
If your item is a custom build option
Custom build bikes and certain parts are built exclusively for you as a customer. In the event that you want to return a custom build bike or custom build part (e.g. wheel) we can only accept this item back with a re-stock charge of 15% and return postage charge.
If you have a technical problem with a custom build bike or part we will do all we can to assist you.
Please contact us if you feel you need to send your custom build item back to us and again we will assist you as much as we can.
Return address and contact information
Please send all returns to the address below.
2, Red Kiln Close
Contact email@example.com for all return enquiries or call us on 01403 258474