RETURNS & REFUNDS

At Secure Cycle Store, we want our customers to be confident in purchasing from us.

Please read the information below carefully, as it explains when and how returns, refunds and replacements are managed.

Returns

We do not accept returns unless an item is:

• Faulty, or
• Not as specified in your original order.

If you believe your product meets one of the above criteria, please contact us as soon as possible so we can assist you.

For custom / bespoke, cancellations or non-fault returns are not accepted. These products are made to order and cannot be resold or repurposed. We strongly advise reviewing your order carefully before confirming it with Secure Cycle Store for processing.

Refunds

Once we receive your faulty or not as specified returned item, it will be inspected by our team. We will notify you when the item has been received and confirm whether your refund has been approved as soon as possible.

If approved:

• Your refund will be issued to your original method of payment.
• Refund processing times vary depending on your payment provider.

Order Cancellations

For standard (non-bespoke) products, we may, at our discretion, accept cancellation or non-fault return requests. Please note:

• Restocking and cancellation charges may apply.

For custom / bespoke, cancellations or non-fault returns are not accepted. These products are made to order and cannot be resold or repurposed. We strongly advise reviewing your order carefully before confirming it with Secure Cycle Store for processing.

You will need your order number and product details when contacting us for security and order management purposes.

How to Start a Return or Cancellation

To initiate a return, report an issue, or request a cancellation, please contact us:

Email: [email protected]
Telephone: +44 (0)151 933 8895

Our team will review your request and guide you through the next steps.

Damaged or Faulty Products

If your order arrives damaged or faulty:

• You must report the issue within (2 business days) of receiving delivery.
• Please retain all original packaging and take reasonable care of the item.

If the damage is approved by SCS:

• We will notify you of the next steps for the return of the item.
• A full refund or replacement will be issued following inspection and approval from SCS.

Replacement Parts

If a product or part arrives damaged or broken and you would like to resolve this with replacement parts or this is deemed by SCS as the best resolution for your order:

• Replacement requests must be made within (2 business days) of receiving delivery.

Please note:

• Returned items must be received and inspected before replacements are dispatched.
• Returns and replacement deliveries do not occur simultaneously.

Missing Items

If any items are missing from your order:

• Contact us within (2 business days) of receiving delivery.

We may request additional information (such as photos or item descriptions). If the items cannot be located, we will offer a replacement or refund at our discretion and agreement by SCS.

Incorrect Items Received

If your order does not match the itemised description:

• Notify us within (2 business days) of receiving delivery.
• Goods must be checked at the customers discretion before signing the delivery note to confirm handover of goods responsibility.

We aim to respond to all emails within one working day.

Return Shipping

• Returned items must be unused, undamaged and in their original packaging.
• Items must be packaged securely to prevent damage during return.
• All returns are inspected before any refund, repair, or replacement is approved by SCS.
• Items remain the customer’s responsibility and at their risk until they are received by Secure Cycle Store.
• We recommend using secure, trackable shipping and appropriate packaging to maintain the safety of your package.

Late Claims

Any issues must be reported within (2 business days) of receiving delivery.
Claims made after this period may be refused and will be treated as customers acceptance of the goods.

If a product claimed to be faulty is found to be in full working condition, we reserve the right to:

• Charge for return shipping.

Contact Us

If you have any questions about returns, refunds, or your order, please contact our customer support team. We’re here to help ensure a smooth and transparent experience with Secure Cycle Store.

Specialist Accreditations

Secure Cycle Store is accredited with a number of industry certifications relating to health and safety, competence and security.

We’re pioneers in developing the first cycle sheds designed to meet both The Code for Sustainable Homes and Secured by Design guidelines, standards that continue to shape the industries best practice for approved, durable and secure cycle storage across the UK.

Thcodestore.co.uk Ltd, UK company registration number 7055646, VAT Number: GB285429961. Thecodestore.co.uk Ltd, Unit 85 Brasenose Road, Bootle, Liverpool L20 8P

Thecodestore.co.uk Ltd established in 2009 as a specialist supplier to the construction industry, supplying products that help meet the sustainable building codes.