Refund policy
Refund & Returns Policy
We want you to be completely satisfied with your purchase. If you are not, our returns policy provides you with clear information on how to cancel or return an order, request a refund, or make a warranty claim.
Returns & Cancellations
You have 30 days from the date you receive your item to request a return. To cancel an order before dispatch, please contact us immediately at sales@quellabicycle.com If your order has already been dispatched, delivery charges will not be refunded, and a £30 return/collection fee will apply.
To start a return, please email sales@quellabicycle.com with your order details and reason for return. Items must be sent to:
Quella Bicycle Ltd
Unit D, Goodridge Business Park
Goodridge Avenue
Gloucester
GL2 5EA
Items sent back without prior authorisation will not be accepted.
Return Eligibility
To be eligible for a return:
- The item must be unused, in its original packaging, and in a sellable condition.
- A valid proof of purchase is required.
- Returned goods will be inspected upon arrival.
If goods show signs of use, wear, or damage, a deduction may be applied to the refund amount.
Please note that we cannot accept returns for:
- Custom-built bicycles or personalised items
- Sale items, gift cards, or hazardous materials (e.g. flammable liquids or gases)
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to process the refund.
If more than 15 business days have passed since approval, please contact us at sales@quellabicycle.com.
Damaged, Faulty, or Incorrect Items
Please inspect your order upon receipt and contact us immediately if:
- The item is defective or damaged, or
- You received the wrong item
You may be asked to provide photographic evidence by email. Faulty components must be reported within 14 days of failure (or within 30 days of purchase).
Exchanges
The quickest way to exchange an item is to return the original product for a refund and place a new order once the return is accepted.
European Union – 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.
The item must be returned in the same condition as received unused, with tags, and in its original packaging and you must include proof of purchase.
Consumer Rights
Your statutory rights remain unaffected:
- Under the Consumer Contracts Regulations, you have the right to cancel within 14 days of receiving your goods, followed by 14 days to return them. Standard delivery costs will be refunded; return shipping is your responsibility.
- Under the Consumer Rights Act, you are entitled to a full refund for goods that are faulty, unfit for purpose, or not as described within 30 days of receipt.
Warranty
All Quella bicycles, frames, and forks are covered by a 12-month warranty against manufacturing defects in materials or workmanship. Paint is also warranted for 12 months against rust. Components are covered for 60 days from the date of purchase.
Warranty Conditions:
- Warranty applies to the original owner only and is non-transferable.
- Proof of purchase and professional assembly by a qualified mechanic are required.
- Normal wear and tear, misuse, accidents, modifications, or improper assembly are not covered.
- Customers are responsible for shipping costs related to warranty claims.
Replacement parts will be shipped in line with our standard delivery times.
Contact Us
For any questions or concerns regarding returns, refunds, or warranty claims, please contact us at:
📧 sales@quellabicycle.com