We hope you will be delighted by your order – however, if that’s not the case, please follow the instructions below.
TIME PERIOD FOR CANCELLATIONS
If you order a single product from us, you have 14 days after the day on which you received the Product to tell us/the Seller that you want to cancel the order. You are then entitled to a refund.
If you order multiple products which are delivered on separate days, you have 14 days after the day on which you receive the last of the separate Products ordered to tell us/the Seller that you want to cancel the order. You are then entitled to a refund.
Unfortunately, you cannot cancel any order for a Product that’s made to your specific requirements (i.e. outside of standard customisation options offered to all customers), is personalised or otherwise can't be resold due to a bespoke element.
HOW TO CANCEL YOUR ORDER
Step 1: Email
Please e-mail the Seller directly (or, alternatively, us at email@example.com).
In your email, please state your order number, contact telephone number and give the reason for return.
The Seller will then provide you with a returns number and returns address.
Step 2: Return product(s)
If a Product has been delivered to you before you decide to cancel your order then you must return it to the relevant Seller without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the order.
You will be responsible for the cost of returning the Products to us except where the Product is faulty or not as described. For your protection, we recommend that you use a recorded-delivery service. We will not be liable for goods lost in transit.
WHAT WE WILL DO (PROCESSING REFUNDS)
If you tell us you want to cancel your order (as set out above), we will refund you the price you paid for the Products (excluding delivery costs).
We will make any refunds due to you as follows:
(a) if you have received the Product: 14 days after the day on which we/the Seller receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to the address we told you to send it to when you cancelled the order. For information about how to return a Product to us, see “Step 2” above;
(b) if you have not received the Product: 14 days after you notify us that you intend to cancel the order.
PRODUCT IS FAULTY
If the Products are delivered in error, are faulty or mis-described, please notify us within three days of receipt of the Product and follow the processes above.
We will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us. If the Product cannot be returned by post, then the costs of delivering it by carrier should not exceed the sums we charged you for delivery.
THINGS TO NOTE
Refunds will be made to you on the credit card or debit card used by you to pay.
Please don’t destroy or throw away any product and, where relevant, the external packaging, even if it’s faulty, before you’ve spoken to the Seller and agreed that doing so won't affect any refund you may be entitled to.
Please note that we reserve the right to deduct from any refund any reduction in the value of the Product that has been caused by your handling them in an unacceptable manner (this includes, in the context of a return, when the product is in transit back to the Seller).
No refund or exchange will be given without an Epic Road Rides or Seller receipt, dispatch note, or other proof of purchase.
For these purposes “order” has the same meaning as “Contract” within our Terms.
If you wish to contact us for any reason, including because you have any complaints, you can contact us by e-mailing us at firstname.lastname@example.org.
We will contact you or give you notice by e-mail or by pre-paid post to the address you provided us with your order.