Returns Policy

We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.

If you have any questions about making a return, or about the contents of this policy you can notify us by telephone on 01702 936475 or email at sales@passbike.co.uk.

If you change your mind:

This section sets our policy in respect of 'change-of-mind' returns. Please refer to the section below in relation to faulty items.

Online purchases:

Before dispatch:

If you change your mind after you place an online order, you will have 15 minutes after placing your order to cancel it. You can notify us by telephone on 01702 936475 or email at sales@passbike.co.uk. If payment has not yet been taken, we will not charge you after you have cancelled your order.

If payment has already been processed, a refund will be sent to your original payment method

After dispatch:

If you change your mind and would like to return an item that you have bought online, you should notify us of this within 14 calendar days of you receiving your item.

Returns by post:

You can return your item post by following the steps below:

You should notify us that you intend to return your item within 14 calendar days by telephone on 01702 936475 or email on sales@passbike.co.uk. Once you have notified us of your return, you will receive an acknowledgement and instructions confirming how to return your item to us.

You must cover the postage and shipping costs of your return.

You should ensure that your item is returned to us within 14 calendar days of us acknowledging your return request.

We will conduct a quality check in-store to ensure the item is in sale condition.

Returns to our store:

If you change your mind and would like to return an item you can also bring it to our store within 14 calendar days of you receiving the item. The item must be unused and in its original packaging. You must provide us with proof of your purchase which will usually be your order number and confirmation email. We will conduct a quality check in-store to ensure the item is still in sale condition.

Processing your return:

Subject to the outcome of the quality check, we will refund you via your original payment method. If you return the item by post your refund will be sent to your original payment method within 14 calendar days. If you return the item in-store, we will arrange a refund to your original payment method whilst you are in the store.

If you paid for the item by using a gift card or voucher, you will be credited with that amount on your gift voucher.

Exclusions:

Please note that some online items may be excluded from our change-of-mind returns policy.

If this is the case, this fact will always be marked on the non-returnable products and made clear to you at the time of your purchase. Online items which are non-returnable in these circumstances include.

Vehicles (Motorcycles and Scooters) – See vehicle Return Policy

Helmets / Single Use Items

We do not currently offer the option of a return if you change your mind once you have purchased a product.

How to return:

We really hope that you will not need to return a faulty item to us. If you do need to do so, you should follow the instructions in this section.

If you are returning a faulty item within 30 calendar days of purchasing your goods you can request a full refund from us.

If you are returning a faulty item after this period you may request a repair or replacement from us in the first instance. If you are still not happy after a repair or replacement, you may be entitled to all or some of your money back, in accordance with your consumer rights.

Returns by post:

You can return a faulty item to us by post. You can notify us of the fault by telephone on 01702 936475 or email on sales@passbike.co.uk

Once you have notified us of the fault, you will receive an acknowledgement and instructions confirming how to return your item to us. Once we receive your returned item, we will conduct a quality Check and we will notify you of the refund due. This will be sent to your original payment method within 14 calendar days following the outcome of the quality check.

If you are entitled to a repair or replacement or re-installation, we will usually arrange this within 28 calendar days following the outcome of the quality check.

Returns to our store:

You can return a faulty item to us at our store. Please make sure you bring your proof of It purchase with you. We will conduct an assessment of the problem and a quality check.

If you are entitled to a refund, this be sent to your original payment method within 14 calendar days following the outcome of the quality check.

If you are entitled to a repair or replacement or re-installation, we will usually arrange this within 28 calendar days following the outcome of the quality check.

The rights in this section exist separately from any warranty you may also have. Please contact us if you would like to discuss any applicable warranty.

Vehicle Returns:

We’ve been trading as an established, family owned business for over 10 years. If there’s a problem with anything you have bought then you have rights under the Consumer Rights Act, in the first instance we want to help make it right – call us and we can have a chat about any problems or concerns you have.

However, if you’ve simply changed your mind, and have bought the bike for personal use – and not in the course of your trade or business – then these are your rights :

You can cancel a purchase at any time before delivery or collection of the vehicle. We reserve the right to deduct any associated non-refundable charges such as registration fees, road fund licence, number plate production (commonly known as on the road charges) and any non-refundable deposit from any refund.

The value you receive may be lower than the value paid to reflect that the bike may no longer able to be resold as new and must be sold as having a previous owner (second hand). We would generally defer to the current trade value of the bike based on an industry standard CAP trade valuation for bikes.

You have fourteen calendar days from the day of delivery to notify us that you wish to return the bike.
It will be your responsibility to return the bike back to the shop and at your expense.

If you don’t return the bike, then we will collect it. After 14 calendar days we may charge you for collection at our standard collection charge at the time.

During the time between delivery and rejection we view the bike in a similar way to the opportunity you would have if you’d taken a test ride at the dealership; therefore no deductions will be made from a refund (refer to point 2 for valuation conditions) as long as you have covered less than 10 miles – assuming you have caused no damage, and it’s in the same condition as when we supplied it to you.

The rectification of any damage required to restore the bike to its “as sold” condition will be calculated at the standard workshop rate at the time.

If the bike has been used for more than 10 miles but less than 14 calendar days have elapsed post delivery. We are entitled to make a deduction from your refund. We would generally defer to the current trade value of the bike based on an industry standard CAP trade valuation for bikes. However if less than 200 miles have been covered since delivery a charge of £3 per mile travelled will be deducted from the refund value.

No refund of any road fund licence or registration fee will be given, and you must maintain valid road fund and insurance until the bike has been collected or returned.

We will return your money, less any deductions no later than 14 calendar days after the bike has been received by us.

We will not refund any costs you have incurred such as insurance or delivery.

These are additional rights which you have to return your bike if you have never seen the bike at our dealerships before you take delivery. They do not replace your rights under the Consumer Rights Act for the quality of the motorcycle; or our wish to act in a decent, respectful way towards our customers at all times.

Please notify us in writing to our registered address in the event you have changed your mind. We must receive notification by 5pm on the fourteenth day following delivery, and we would suggest sending the notice on a signed for delivery service, and confirm this by either telephone or email at the address at the top of the website.

Write to: Pass Bike, Yard 2, 8 Purdeys Way, Rochford, Essex, SS4 1NE