Refund policy
Changed Your Mind, or You'd Like To Cancel Your Order?
No problem, just send the order back within 30 days of receipt. So long as it's unused, unfitted and in the original packaging, we'll refund you the price of the product. We're not responsible for anything you send back until we receive it, so we suggest you send the product back using a tracked and signed service. This does not apply to custom wheel builds and special orders, which are non-returnable. A deduction may be made if the value of the goods has been reduced as a result of you handling the goods more than necessary.
Bikes and ebikes can only be returned if they have not been assembled. Please contact us first before returning bikes or ebikes.
If you've changed your mind before we've sent your order, please email [email protected] or use our live chat facility.
Not What You Ordered?
We try our best, but no one is perfect! Please contact us using the form below, and we'll do our best to fix things as soon as possible.
Your Order is Faulty?
We'll do everything we can do to rectify faulty products as quickly as possible. The quickest way to get things moving is to contact us with a brief explanation of the problem, and we'll go from there.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. You can send your returned items to:
Returns, 20Twenty, 19 High Street, Banchory, AB31 5TB.
Please note, we will not be liable for return postage.
Overseas Returns
Please clearly write “Return – Failed Sale” on the outside of your packaging, otherwise we are charged by UK customs and the amount of the charge will be deducted from your refund.
The following is in addition to our standard 30 day returns policy.
Goods are provided by 20Twenty Store Ltd, 19 High Street, Banchory, AB31 5TB.
14-Day Returns – Consumer Contracts Regulations 2014
According to the Consumer Contracts Regulations of 2014, you have the right to cancel your order within 14 days of receiving it. To exercise this right, kindly inform us within 14 days of receiving your order, either through email, phone, or in writing, that you wish to cancel.
Please note that the item(s) must be returned in their original condition and packaging, unused, and you will be responsible for the cost of return shipping. Once we receive the returned item(s), we will issue a refund within 14 days of receiving the goods.
Exceptions to this policy include:
- Custom wheels
- Special Orders
30-Day Returns – Consumer Rights Act 2015
Under the Consumer Rights Act of 2015, you have the right to return an item if it is faulty, not as described, or does not perform as expected. If you believe that your item is faulty or not as described, please contact us promptly after receiving your order to report the issue.
We will make arrangements for the item to be collected from you or for you to return it to us. Upon inspection and verification of the issue, if we agree that the item is faulty or not as described, we will offer you the option of a replacement, repair, or refund. If you choose a refund, we will issue it within 14 days of agreeing to the refund.
Please be aware that this policy does not cover faults or damage caused by accidents, neglect, or misuse of the item. A deduction may be made if the value of the goods has been reduced as a result of you handling the goods more than necessary.
