Returns Policy
Under the Consumer Rights Act 2015, consumers may be entitled to a refund, replacement/exchange, repair and/or compensation where goods are faulty or not as described.
Here at Cargo Commute & Carry we understand that sometimes things do not always go to plan so therefore we offer an industry standard 30 day policy. If more than 30 days has elapsed since the purchase of your product you are no longer entitled to a return. It is very important that you thoroughly check your product, the 30 day period is provided for you to do exactly this.
As we are a small company and returns do affect us we ask the following of our customers, to return a product it must be:
- Unused, if you wish to return something, please don't test it.
- In the same condition that its was delivered in! Like new!
- In its original packaging (this is important as we will restock the product)
Return Costs
With all purchases the customer is responsible for return costs, however to ensure a seamless return, we will organise collection of the product. Again, we are a small business and survival is key, we feel this is a small ask and also based on industry standards. Depending on which category of product purchased we charge up to the following for organising a return (if the cost is less, we charge less):
- £70 - Boxed bikes (any brand)
- £60 - Bike Trailers (any type, or brand)
- £60 - Scooters (any brand)
For small items such as accessories, the customer will be liable for the return cost via the Royal Mail, or other local courier / provider.
Restocking
In some cases we also reserve the right to charge a re-stocking fee if the product has been returned in an unused but 'assembled state'. This will be judged on a case by case basis however could up to as much as 15% of the total order value. To avoid this, please ensure that your product was "as it was delivered" in the correct packaging. Each returned product is checked at our warehouse on receipt.
Damages
We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items, or as a minimum ensure that the damage is recorded with the delivery driver on their paperwork. Even if the damage is small please take note so we can assist as best possible. If you discover that an item has been damaged, please send clear photos of the damaged items to returns@cargocommutecarry.com so that we can decide how best to assist you.
Cancellations & Refunds
Any orders cancelled after 24 hours of placing the order may be subject to additional fees. Please note as this is very important with larger items, If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order. We try to ensure items are shipped quickly, so please record any mistaken purchases inside the 24 hour period. Please allow up to 10 working days after the item has been collected for the refund to be credited to your account. If you have checked you account and the funds have not arrived, please email us on returns@cargocommutecarry.com
Exchanges
In some instances we can exchange items, this will be on a like for like basis. If you wish to upgrade your purchase, we can discuss this on a case by case basis. Please contact our team on returns@cargocommutecarry.com
Items Not Eligible for Refund
- Sale Items
- Used Items
- Damaged Items (by customer)
- Items with lost parts (by customer)
- Items actioned to be returned outside of 30 days
To Action a Refund
Please put the following information in an email to
returns@cargocommutecarry.com
preferably within the first 14 days after receiving your item:
- Your Name
- Your Address (where the item should be collected from)
- Your Order number
- Your Product That Should be Returned (if you ordered more than 1)
- Your Email Address
- Your Contact Telephone Number
- Date of Purchase
- Date of Goods Received
Once the email has been received, we'll guide you through the process!