Refund policy

Returns are accepted within 30 days from delivery

Please note that all items should be sent back in their original, new and unused condition with the original packaging. This means the items must remain untouched due to the nature of the materials we use. 

Products that are damaged or tampered with may not be accepted and we obtain the right to send this back to the customer and refuse a refund. If you are unsure about your return being accepted, please contact us at william@townnmousebikes.com and we will be happy to advise.

*Important Note - Remove Lithium Ion Batteries*

If returning a defective electronic product, remove battery before returning the product.  Town Mouse Bikes Ltd will not be liable for damages arising from shipping defective batteries.

Batteries may be disposed of at a recycling point locally to you.

For more information please contact us at william@townnmousebikes.com

 

You can return your items using a convenient shipping method, back to our office address at:

 

Faulty Items

If you have any issues or deem the product to be faulty, please contact our support team at william@townmousebikes.com with photos or videos as we may be able to help you solve the problem.

 

Receiving returns

The current timeframe for returns to reach us is as follows:

UK - 10 working days

EU  - 17 working days 

US, Canada and Rest of the World - 24 working days

Once the items are returned they will be checked over and dealt with accordingly. This can take another 10 working days for the final resolution. 

Please allow the timeframes to pass before contacting us about your return.

 

Refunds & Replacements

Once we receive your return we will endeavour to process a refund or replacement within 10 working days and you will receive an email confirming this.

Please ensure you indicate your preference for a refund or replacement in the returns form and feel free to mention any email exchanges regarding this. If this is incomplete, a refund will be automatically processed to your original payment method. 

Please note that we’re only able to process a replacement of the original item that is returned (subject to availability). 

 

Cancellations 

As orders are shipped within 12 hours of being placed, we’re not able to guarantee that we can cancel your order. However, we will aim to support cancellation requests on a case-by-case basis. It is worth getting in touch with the support team as soon as you would like to cancel the order.

If an order has already been shipped, please be aware that we can’t cancel or make any amendments at this point.