Returns Information

Returns FAQ

Thank you for shopping at the On The Wheel Superstore. If you are not entirely satisfied with your purchase, we're here to help.

How do I cancel an order?

If you wish to cancel your order, call or email us with your order number to hand. You have 30 calendar days to return an item from the date you receive it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. You must have the receipt or proof of purchase.

If you have not received your item yet , you must contact us as soon as possible to avoid incurring return postage costs. If we've already dispatch your order you will be responsible for arranging the return shipping.

Is there a guarantee on the products I buy from you?

Yes, all items unless stated in the description come with a 12 months manufacturers return to base warranty (this means that you are responsible for postage costs only). This covers manufacturing faults only and excludes damage caused by the user, misuse or wear and tear. This does not exclude your statutory rights.

Are any items excluded from the returns procedure?

No but due to safety reasons helmets will only be accepted if they are unworn with all packaging and stickers (including the visor protector) intact and show no signs of use other than being tried on for size.

What if I have bought the wrong size, colour or product?

The item must be unused and still in its original packaging with tags. Please call or email to inform us and have your sales record number or user ID to hand. You will be responsible for the costs in returning the goods and ensuring that the goods are packaged safely. Upon receiving the returned goods we will process the refund or exchange. If an exchange is required you will be responsible for the return postage costs.

What if there is a fault with the product I received?

If you have received an item that is damaged or has a fault in any way please return it to us within 30 days of delivery with all tags and original packaging with a copy of your invoice or user ID, including your receipt for return postage and a description of what the problem is. If we agree that there is a manufactures fault with the product or damage caused by ourselves we will then offer you an exchange.

What if I don’t like the product I have received?

We hope that our customers will be happy with the products that they purchase from us, however if you do receive any item that you are unhappy with you can return it to us within 30 days of delivery for a full refund or exchange. You will be responsible for the costs in returning the goods and ensuring that the goods are packaged safely. You do have a legal obligation to take good care of the products while they are in your possession and we can only accept items for return if they are unused and have all original tags and packaging.

Who is responsible for shipping costs?

If the item is faulty or the incorrect product has been sent to you, we will cover the shipping costs. However, if the return is due to the wrong item being ordered or a change of mind etc. you will be responsible for paying your own shipping costs for returning the item.

Do I need to include anything when sending items back?

Please include a copy of your original sales invoice and ensure that your address and contact phone number is clearly visible. We will normally be unable to offer refunds or exchanges on products later than 30 days after delivery unless it is a manufactures fault that is covered by the manufacturer's warranty. In this instance please email us at: Clothing@onthewheel.co.uk

How long will it take to receive my refund?

We endeavour to process all refunds as soon as possible and all refunds will be paid within a maximum of 21 days. Refunds can only be processed once any goods have been returned to us. Refund payments will normally be made via the same payment method that you originally made payment with.

Where do I return products to?

Please send all returns to:

On The Wheel - Returns Department,
Unit 1 Ocean View Business Park,
Gardner Road,
Portslade,
BRIGHTON,
UK,
BN41 1PL

Copyright © 2018 On The Wheel. All rights reserved.