Returns & Warranty
We want you to be as happy with your Goldhawk Bike as we are with ours. If you are unhappy in any way, please contact us and we’ll do everything we can to help.
Your statutory rights are not affected by our returns policy.
‘goods’ or ‘bike’ means your Goldhawk bike and any other accessories or items purchased directly from us or through our website www.Goldhawkbikes.com
‘we’ or ‘us’ means Goldhawk Bikes Ltd. Registered and trading address: 1a Harmood Street, London. NW1 8DN. Company number. 8983827.
We can’t offer refunds or exchanges, unless faulty or not as ordered and agreed for bespoke/special bikes.
Cancelation and returns – Your rights.
Cancellation
If you want to cancel your order with us prior to completion or despatch, please contact us immediately. We will process your refund to the method you originally paid with within 14 days of receiving your cancellation notice. If your goods have already been despatched, our General Returns policy will apply.
General returns policy – Unused items
If you are a consumer in the European Union, you have the right to return your goods in an unused condition up to 14 days after you receive it.
To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The goods must be in the original packaging and returned with any accessories, labels, free gifts or bonus items.
Please do not remove, interfere with or damage the security tags around the wheels as this will void the definition of unused
Refunds will be made to your original payment method and will include the cost of standard shipping.
Goods must reach us within 14 days after contacting us and you are responsible for shipping and return shipping costs. Please note we cannot accept responsibility for goods lost in transit so we advise using a recorded method and may request proof of delivery.
Refunds may take up to 14 days to process, but we will always try and process them as soon as possible.
Faulty or damaged goods
Under the Consumer Rights Act, you have the right to reject goods that are damaged upon receipt and get a full refund or exchange.
This right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you – whichever is later).
After the initial 30 days, you can’t demand a full refund, but you still have the right to a repair or replacement. See also our Warranty policy for frames below.
If your bike or the shipping box is clearly damaged when you receive it, reject the delivery or sign as ‘goods received damaged’ and if possible take photos to send to us.
If your bike is damaged when you unpack it, please contact us immediately and take any relevant photos
Please do not remove, interfere with or damage the security tags around the wheels.
Goods must reach us within 14 days after contacting us and you are responsible for shipping and return shipping costs. Please note we cannot accept responsibility for goods lost in transit so we advise using a recorded method and may request proof of delivery.
Goldhawk frame warranty
Our frames are made to high manufacturing standards and come with a two year manufacturers fault warranty.
The warranty covers manufacturing fault, but not normal wear and tear or damage.
The warranty only applies to the original purchaser of the bike.
This warranty is void if the frame has been modified in any way including removal of paint.
Components are not covered by this warranty, but the specific components manufacturer’s warranty applies.
If you believe your frame has a manufacturing fault, please contact us first.
Take pictures of the item/area in question.
If you return your frame, it must reach us within 14 days after contacting us and you are responsible for shipping and return shipping costs. Please note we cannot accept responsibility for goods lost in transit so we advise using a recorded method and may request proof of delivery.
Where manufacturing fault is found, we will replace the frame free of charge within 14 days subject to stock availability and cover the cost of shipping.
Where manufacturing fault is found, we will reimburse you to a maximum of £20 in regard to shipping to us.