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True North Cycle Hub Returns Policy


Please refer to TERMS AND CONDITIONS for full policy.

Can I return an unwanted item?

We feel that you should be totally satisfied with your purchase from True North Cycle Hub, If, however, you wish to return an item as unwanted you can return it within 14 days from the date you receive the product. Please note that we require you to contact us by email and quote your invoice/receipt number and reasons for return prior to sending the item back. Please see below for important details on the condition of an unwanted item return.

The cost of the item will be refunded, but any initial delivery costs will not be refunded. Return costs are payable by customer, also see courier collections.

Condition of return.

If you want to return an unwanted item, the item must be as priority unused, in its original condition and suitable for resale (the items must be in an “as new” condition and in the original packaging including labels, stickers, additional accessories etc.). If reasonable care has not been taken of the item prior to our receipt, resulting in damage or deterioration of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied by the invoice/receipt with details of the reason for return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure method of delivery e.g. signed delivery. The customer is responsible for any delivery charges incurred for the return of an unwanted item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable, this particularly applies to any boxed item, the box must not be used as external packaging!

Incorrectly delivered items.

Should in the unlikely event that we send a wrong item we will, at our expense, arrange a collection or supply a pre paid postage label to enable you to return the incorrect item to us. Once we have received the item back we will issue you a replacement item.

Damaged in transit.

Please check your purchase upon arrival. If you notice any damage to the packaging please sign for it as damaged and notify us within 24 hours. Please email to photographs and description of the damage. Once accepted we will arrange a collection or supply a pre paid postage label to you to enable you to return the damaged item. Once we have received the item back we will issue you a replacement item should a replacement be available.

When will I receive a refund?

The customer can expect to receive the refund of the cost for the item within two weeks of us receiving the item (assuming satisfaction with the condition of the product).

For information on how to process a WARRANTY CLAIM please refer to our WARRANTY POLICY.