FAQs
BUYING A BIKE
Can I test ride the bike before purchase?
We always encourage and recommend test riding our selection of bikes. This is to ensure you are completely happy with the fit and condition of the bike before completing your purchase.
What happens if my bike breaks down?
As a piece of mind for our customers, and with the work we put into our bikes. We are proud to offer a 6 month warranty that covers repairs costing more than £100*. Should your bike suffer a mechanical fault within this time period, we ask that you contact us at the earliest, and we will help with 50% of the repair cost. Please note that although we test our bikes, some faults cannot be detected due to the limited time and miles of testing.
Can I get a refund on my purchase?
We do not offer refunds for bikes purchased from us, although in exceptional circumstances we may do so minus an admin fee (deducted from the original purchase price of the bike). Please note that the bike must be in the same condition as when it was originally purchased from us.
Can I exchange my purchases?
We can offer an exchange within 14 days of your original bike purchase. Please note that the bike must be in the same condition as when it was originally purchased from us.
Do you buy bikes/can I trade in my current bike?
We are happy to consider a part exchange, although this would depend on the type of bike you have, it’s condition and specification. We ask that you provide some information about your bike in the first instance (make, model, condition etc) and some detailed images. The next step would be for us to get in touch with you, assess the bike at our workshop and potentially make an offer to you.
*Please note this applies to full asking price purchases.
Terms and Conditions
General
By purchasing a bicycle or booking a service, you agree to the following terms and conditions. These are designed to ensure transparency, fairness, and a high standard of service.
Condition of Bicycles
All used bicycles are fully inspected and safety-checked prior to sale. As pre-owned items, they may show signs of wear consistent with age and use.
We provide a limited warranty
6 months on major mechanical components unless otherwise stated
This warranty does not cover:
• Normal wear and tear (e.g. tyres, chains, brake pads)
• Damage caused by misuse, accidents, or lack of maintenance
Returns & Exchanges
Returns are accepted within 14 days if the bike is unused and in the same condition as sold. Refunds or exchanges are subject to inspection. Customised or specially requested bikes may be non-refundable.
SERVICING & REPAIRS
How often should I have my bike serviced?
If you are a frequent rider using your bike a few times a week we would recommend servicing your bike every 3-6 months. For less frequent occasional rider every 6-12months. We offer a free assessment service.
How long will a service or repair take?
Most basic repairs can be done on the spot or same day such as puncture repair or brake adjustments. Servicing times depend on how busy our workshop is and if we have all parts required in store we can sometimes have your bike ready same day if dropped off in the morning. As we are usually very busy, expect turnaround time of a 3-5 days.
Do you repair all bike?
Yes, we can repair almost any bike. There are some exceptions where parts may not be available, the bike is not from a reputable manufacturer or the frame may be compromised beyond repair.
Do you use genuine parts?
We use like for like genuine parts as close to OEM stock as would have been supplied and fitted at the time of your bike being manufactured. Industry-leading manufacturers to ensure reliability, performance, and safety.
What can I expect in terms of pricing?
Our pricing reflects the quality of workmanship and components used.
You’ll receive a transparent quote before any work begins, no surprises, no hidden costs.
Is it worth servicing an older bike?
In many cases, yes. A professional service can transform how a bike feels and rides. We’ll always give honest advice if a repair isn’t cost-effective.
Terms and Conditions
Estimates & Approval
We will provide an initial estimate before work begins, any additional work required will be communicated for approval.
Pricing & Payment
Payment is due upon collection unless agreed otherwise we reserve the right to retain the bicycle until full payment is received. Prices are subject to change but will be confirmed before work proceeds.
Safety & Liability
We will advise on any safety-critical issues identified. If you decline recommended safety repairs, the bike is used at your own risk.
Collection & Storage
Customers will be notified when work is complete, bikes not collected within 14 days may incur a storage fee. Bikes left uncollected for extended periods may be sold to recover costs (where legally permitted).
Data & Privacy
Customer information is handled in accordance with applicable data protection laws and used only for service-related communication.
Last updated: October 2026
At Urban Cycology, we want you to be happy with your purchase. If you have changed your mind, ordered the wrong item or received something that is faulty or damaged, please contact us and we will help you find a suitable solution.
This policy applies to purchases made online from Urban Cycology Ltd, including bicycles, bicycle parts and accessories. It does not affect your statutory consumer rights.
1. Change of Mind and Online Returns
If you purchase an item online, you generally have 14 days from the day after receiving your order to notify us that you wish to cancel your purchase.
Once you have notified us, you have a further 14 days to return the item.
To qualify for a change of mind return:
• Items should be returned in their original packaging where reasonably possible.
• Items must not have been used beyond what is necessary to inspect their nature, characteristics and function.
• All accessories, components and items supplied with the product should be included.
You may be responsible for any reduction in the item's value resulting from handling beyond what is necessary to inspect it.
Bicycles: We recommend that you inspect your bicycle carefully before riding it. Riding a bicycle beyond what is necessary to inspect it may reduce the amount refundable if you subsequently cancel your order.
The statutory cancellation right does not apply to certain exempt products, such as genuinely personalised or made-to-order goods, where the legal exemption applies.
2. Exchanges
If you would like to exchange an item for a different size, model or product, please contact us before returning it.
Exchanges are subject to stock availability. Where a direct exchange is not possible, we can arrange a return and refund in accordance with the applicable terms, allowing you to place a new order.
For bicycles, please contact us before arranging return delivery so that we can discuss the safest and most practical return arrangements.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, develops a fault or is different from what you ordered, please contact us as soon as possible.
Please include your order number, a description of the issue and photographs where relevant.
We will assess the issue and explain the available options. Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement or refund.
Your statutory rights apply to both new and used goods. Used bicycles may show signs of wear consistent with their description and condition at the time of sale, but this does not remove your rights if an item is faulty or not as described.
If an item is faulty or incorrect, we will explain the return arrangements and cover the reasonable return costs where required by law.
4. Refunds
Once we have received and checked your returned item, we will process your refund where applicable.
For cancellations made under the statutory online cancellation rules, refunds will be issued within the applicable legal timeframe. This is generally within 14 days of receiving the returned goods or, if earlier, receiving evidence that they have been sent back.
Refunds will normally be made using the original payment method.
Where you cancel an eligible online order, the refund includes the cost of standard delivery. If you selected a more expensive delivery option, we are only required to refund the cost of our least expensive standard delivery option.
For other returns, refunds will be handled in accordance with the agreed arrangement and applicable consumer law.
5. Return Costs and Delivery
For a change of mind return, you are responsible for the direct cost of returning the item, provided we informed you of this before purchase.
Bicycles can be expensive and difficult to transport. Please contact us before sending a bicycle back so that we can discuss suitable arrangements and any applicable costs.
If your item is faulty, damaged or incorrectly supplied, we will arrange or explain the appropriate return process in accordance with your statutory rights.
Please use suitable packaging and a tracked delivery service where possible. You remain responsible for arranging the return safely until the item reaches us, except where the law provides otherwise.
6. How to Request a Return or Exchange
To request a return, refund or exchange, please contact us using the contact details on our website.
Please provide:
• Your name and order number.
• The item you wish to return or exchange.
• The reason for your request.
• Photographs of any damage or fault, where applicable.
Please wait for our instructions before sending back a bicycle or any bulky item.
Urban Cycology Ltd
Website: https://urbancycology.com
We aim to make the returns process as straightforward as possible and will work with you to resolve any issues fairly.
7. Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Where this policy differs from your statutory rights, your statutory rights will take precedence.