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.
I’d like to return my Saracen bike – how does it work?
If you would like to return a bike that has not been used or ridden and the order was placed within the last 28 days, please contact us with the following details to arrange a collection:
•Your full name and collection address
•Your order number
•Your preferred date of collection (Monday to Friday only)
•Your phone number as a point of contact for the courier driver
All bikes must be returned in the condition they were received and packaged in the original box. If you no-longer have the original box, please let us know and we may be able to make alternative arrangements.
Unfortunately, we are unable to accept bikes back that have already been ridden.
All bike returns are free. However, we reserve the right to refuse this free service on a case by case basis.
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 ordered a spare or part for my Saracen, can I return it?
• Returns are FREE
• You have 28 days from the item being delivered to you or available for collection to return it for a refund.
• Refunds are made to the original method of payment and can take up to 10 working days to show on your account.
Simply use one of the returns labels that is included in your package. Instructions are included on the order invoice and labels.
• Keep hold of your proof of postage - we may need to see it at a later date.
• All returned items should be sent in their original condition and packaging including any labels. In the event that an item is returned to us in an unsuitable condition, we may send it back to you.
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.