Terms of service

1. Delivery Policy

UK Shipping Options

  • Standard Delivery (2–3 working days): £9.99
  • Next Working Day (order before 12pm): £25
  • Saturday Delivery: £30

Orders are dispatched once full payment has been received. Estimated delivery times are guidelines only and may vary during peak periods.

EU Delivery

  • Standard Delivery: £100
  • Estimated timeframe: 5–10 working days

Worldwide Delivery

We ship globally. International shipping costs vary depending on location and product size.
Please email sales@quellabicycle.com with your address and order details for an accurate quotation.

Duties & Taxes (International Orders)

All import duties, customs charges, and taxes are the customer’s responsibility and must be paid at the point of delivery.
We can provide an indicative estimate of these costs, but the final charge is set by your local customs authority.
Once goods have left our factory, responsibility for the shipment passes to the customer.

Additional Information

  • All delivery timeframes are estimates only.
  • Orders will only be dispatched once full payment is received.
  • We do not deliver to PO boxes.
  • Customers will receive tracking information once the order has been dispatched.

Missed or Failed Deliveries

If a delivery is missed or refused, and the order is returned to us, we reserve the right to deduct the return shipping costs from your refund.

Damaged Goods

Please inspect your delivery upon receipt. If your order arrives damaged or incomplete, notify us within 48 hours at sales@quellabicycle.com with photographs of the issue.

Contact

For any delivery-related enquiries, please contact:
sales@quellabicycle.com

2. Returns Policy

Return Period

We have a 30-day return policy, giving you 30 days after receiving your item to request a return.

To begin a return, please contact us at sales@quellabicycle.com
Returns should be sent to:

Quella Bicycle Ltd
Unit D, Goodridge Business Park
Goodridge Avenue
Gloucester
GL2 5EA

Items sent back without authorisation will not be accepted.

Eligibility

To qualify for a refund:

  • The product must be unused, in original packaging, and in a resalable condition.
  • You must provide proof of purchase.
  • All returned items are inspected upon arrival.

If the goods show signs of use, wear, or damage, a deduction may be applied to the refund.

Non-Returnable Items

We cannot accept returns for:

  • Custom or personalised bicycles and components
  • Sale or clearance items
  • Gift cards
  • Hazardous materials (e.g. flammable liquids or gases)

Refunds

Once your return is received and approved, a refund will be issued to your original payment method within 10 business days.
It may take additional time for your bank or card provider to process the transaction.

If more than 15 business days have passed since approval, please contact us.

Faulty or Incorrect Items

If you receive a defective, damaged, or incorrect product:

Faulty components must be reported within 14 days of failure (or within 30 days of purchase).

Cancellations

If you wish to cancel your order, please contact us as soon as possible.
If the order has been dispatched, delivery charges are non-refundable, and a £30 return/collection fee will apply.

EU Cooling-Off Period

For EU customers, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
Returned goods must be unused, in original packaging, and accompanied by proof of purchase.

Consumer Rights

Your statutory rights under the Consumer Contracts Regulations and Consumer Rights Act 2015 remain unaffected.

Contact

For any returns or refund queries, please email:
sales@quellabicycle.com

3. Terms of Service

1. Overview

This website is operated by Quella Bicycle Ltd (“we”, “our”, “us”).
By accessing or purchasing from our website, you agree to be bound by these Terms of Service, including any additional policies referenced herein.

2. General Conditions

  • We reserve the right to refuse service to anyone for any reason at any time.
  • Prices are subject to change without notice.
  • Product images are for illustrative purposes only; actual colours and specifications may vary.
  • You agree not to reproduce, duplicate, copy, sell, resell, or exploit any part of our website or products without express written permission.

3. Accuracy of Information

We aim to ensure all information is accurate and up to date. However, occasional errors may occur.
We reserve the right to correct any inaccuracies, errors, or omissions and to update information or cancel orders if necessary.

4. Orders and Payment

All orders are subject to availability and full payment before dispatch. Payment can be made securely through our approved payment partners, including Klarna Bank AB (publ) for instalment options.

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

· Pay Later and ‘slice it in three payments’ options

Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy statement.

5. Delivery

Delivery details, charges, and estimated times are outlined in our Delivery Policy.
All risk for goods passes to the customer upon dispatch.

6. Returns & Refunds

Our Returns Policy governs all returns, exchanges, and cancellations. Please review it carefully before purchasing.

7. Warranty

All Quella bicycles, frames, and forks are covered by a 12-month manufacturing warranty, with components covered for 60 days.
Proof of professional assembly by a qualified mechanic is required to maintain warranty validity.

8. Limitation of Liability

We are not liable for:

  • Losses arising from improper use, unauthorised modification, or neglect
  • Consequential or incidental damages resulting from product use or delivery delays

Our total liability shall not exceed the price paid for the product in question.

9. Privacy & Data Protection

We do not store credit card details and will not share your personal information with third parties without consent.
For more information, please review our Privacy & Cookies Policy.

10. Governing Law

These Terms are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Promotions

From time to time, we may offer promotional discounts, special offers, or free gifts (“Promotions”). Each Promotion will be subject to its own specific terms and conditions, which will be made available at the time of the offer.

Promotional discounts are available only while stocks last and cannot be used in conjunction with any other discount code, offer, “offer of the week,” or clearance item.

Exclusion – Cycle Schemes
Please note that purchases made through any cycle-to-work or salary sacrifice schemes are explicitly excluded from all Promotions. No promotional discounts, codes, or free gifts can be applied to orders made via such schemes.

We reserve the right to withdraw, modify, or cancel any Promotion at any time, without prior notice, including before the advertised expiry date.