Returns & Cancellations
If you’re based in the UK and have bought a Saracen bike or a spare part directly from our website and want to cancel or return your order, you will find all of your options below.
If you’ve bought your Saracen from an official stockist in the EU, please contact the stockist in the first instance – they are best placed to able to answer all of your returns questions.
Got more questions? Be sure to check out our shipping and delivery information page, as well as a comprehensive list of frequently asked questions.
Got a question we haven’t been able to answer? Please contact us.
Our returns policy
Please read and fully understand this policy before returning goods to us.
If you receive an order and find you have changed your mind or the item just isn’t right for you, don’t worry. Items delivered within the UK can be returned for a refund within 28 days from the date of purchase (subject to exclusions outlined below).
Please return your item(s) unused and in their original condition and packaging (with labels intact) – just as you received it. We provide a pre-paid peel off returns DPD or Royal Mail label with the majority of parcels that are 10kg or less, nor exceed dimensions of 50 cm x 50 cm x 60cm. A £3.50 charge will apply which will be deducted from your refund.
For larger or heavier items, we can often save you money on return postage by using our couriers. We charge £15 for bulky/ high value items and £60 for standard bike collections. Please contact our customer service team for assistance.
All items are inspected upon arrival at our warehouse and refunds are then made to the original method of payment and can take up to 10 working days to show on your account.
If there’s a problem with an item you have received or if you believe a product is faulty, please contact our Customer Service team so we can assist you. We will refund standard postage costs up to the value of £10 if a product is deemed damaged, defective, or not as described.
Unfortunately, we do not offer exchanges. All returned items will be refunded once they've been received by our warehouse. Need a different size or colour of an item? Simply place a new order.
Initial shipping costs incurred are non-refundable.
In the case of partial returns, Saracen reserves the right to void any discounts and the customer will be liable to pay the full listed price advertised online.
Any damage caused in transit - as a result of inadequate packaging - is the responsibility of the sender. Signing for items that have clearly been damaged by the courier is the responsibility of the receiver.
Please be aware that Lithium ion batteries, or products marked as a ‘dangerous goods’ [such as degreaser] cannot be shipped using our pre-paid return labels. If you need to return any such items please contact us beforehand.
See below the exclusions to our Returns Policy:
• Products received past 28 days from purchase cannot be returned unless within the Christmas extended returns period
• Items that have been opened or unsealed cannot be returned
• In the unlikely event a product is returned in an unsatisfactory condition we may have to send it back to you
• Products which have been damaged in return transit due to insufficient packaging may be refused or subject to a restocking fee
• Bikes must be returned in a securely-packaged bike box.
Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.
This Return Policy does not affect your statutory rights.
My Saracen has arrived but is damaged, what do I do?
If your bike has arrived damaged, please contact us immediately with a description of the damage – and photos if you can.
We will aim to reply as quickly as possible and take the most appropriate course of action on a case-by-case basis.
My Saracen is faulty, or I have been sent the incorrect item – what happens next?
We aim to get it right every time however, occasionally things may go slightly wrong. Please contact us immediately if there is an issue with any of the items you have received. Please let us know within seven days of receiving your items to help us to rectify the issue as quickly as possible.
Can I cancel my order?
We aim to deliver quickly and for this reason we are unable to amend your order once it has been placed. To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to refuse delivery or follow our returns process within 14 days of receipt of your items.
I paid with Finance, how does returning my order work?
Orders paid for through Finance should be returned in the same way as non-financed orders. You have 14 days to pay your Finance (V12) invoice. Your right to return items isn't affected by this invoice period, and you'll only have to pay for the items that you keep.
My refund is incorrect, what do I do?
We're really sorry if we've made a mistake with your refund! If this is the case please get in touch and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.
Have you received my returned items?
It can take up to 10 working days from the day after the date of your return for your parcel to be delivered back to our warehouse and processed.
We'll send you an email as soon as we've processed your return and let you know when you will receive your refund. If your returns haven't reached us after the return’s timeframe, please get in touch with your proof of postage so we can help you further.