At Shimano Bike Store, we want you to be completely satisfied with your cycling equipment purchase. If you’re not happy with your order, we offer a straightforward returns and exchanges process within 15 days of receiving your items.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused and in its original condition
  • All original tags and packaging must be intact
  • The return must be initiated within 15 days of delivery
  • Proof of purchase is required

Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned or exchanged:

  • Helmets (due to safety regulations)
  • Saddles (hygiene reasons)
  • Any personalized or custom-made items

Returns Process

  1. Contact Us: Email our customer service team at [email protected] with your return request within 15 days of receiving your order.
  2. Provide Details: Include your order number, the item(s) you wish to return, and the reason for return.
  3. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and return instructions.
  4. Package Items: Securely pack the items in their original packaging with the RMA number clearly visible.
  5. Ship Back: Send the package to our warehouse at:
    Shimano Bike Store Returns
    61 Garth Rd
    Bangor, GB CH7Z 2TN

Exchanges Process

To exchange an item:

  1. Follow steps 1-3 of the returns process above
  2. Clearly indicate in your email that you want an exchange and specify the replacement item
  3. We’ll process the exchange once we receive your returned item

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once your return is received and inspected (typically within 3-5 business days of arrival):

  • We’ll notify you of the approval or rejection of your refund
  • Approved refunds will be processed to your original payment method
  • Refunds typically appear in your account within:
    • 3-5 business days for credit/debit cards (Visa, MasterCard, JCB)
    • 24 hours for PayPal
  • Original shipping fees are non-refundable

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Shimano Bike Store Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) to return: [Product Name(s)]
  • Reason for return: [Please specify]
  • Preferred resolution: [Refund/Exchange – if exchange, specify desired item]

Please let me know the next steps to complete this process.

Thank you,

[Your Full Name] [Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately at [email protected]
  2. Include photos of the damage or defect
  3. We’ll arrange for a replacement or refund and cover return shipping costs

International Returns

For customers outside the UK:

  • Return shipping costs are the customer’s responsibility
  • Please clearly mark the package as “RETURNED GOODS” to avoid customs charges
  • Refunds will be processed in GBP (£); currency conversion is handled by your bank

For any questions about our returns policy, please contact our customer service team at [email protected]. We typically respond within 24 business hours.