Refund Policy

Last updated: 10 August 2026

This Refund Policy explains when customers of Drover Cycles may cancel an order, return goods or receive a refund.

Drover Cycles is operated by Drover Cycles (Hay on Wye) Ltd, registered in England and Wales under company number 16125118.

Nothing in this policy affects your statutory rights.

Online purchases – changing your mind

If you are a consumer purchasing goods online or by another distance-selling method, you will normally have a legal right to cancel your order within 14 days after the day on which you receive the goods, subject to certain exceptions.

You must tell us that you wish to cancel within that 14-day period.

You then normally have a further 14 days to return the goods to us.

You are responsible for the cost of returning unwanted goods unless we agree otherwise or the goods are faulty, damaged or incorrectly supplied.

If you cancel the whole order under your statutory cancellation right, we will refund the standard delivery charge you paid to receive the goods. If you selected a more expensive delivery method, we are not required to refund the additional cost above our standard delivery option.

We may reduce a refund where goods have been handled beyond what would reasonably be necessary to establish their nature, characteristics and functioning.

Some products are excluded from statutory cancellation rights, including certain personalised or made-to-order goods, sealed goods which are not suitable for return for health or hygiene reasons once unsealed, and other goods excluded by law.

Our 30-day returns policy

In addition to your statutory rights, we offer a 30-day returns period for most unused goods.

If you change your mind, you may return eligible goods within 30 days of receiving them provided they are:

• unused;
• in resalable condition;
• complete with all supplied parts and accessories; and
• where reasonably applicable, in their original packaging.

This additional 30-day policy does not reduce any rights you have under consumer law.

Unless the goods are faulty, damaged or incorrectly supplied, you are responsible for the cost of returning them.

Faulty, damaged or incorrectly supplied goods

If goods are faulty, not as described, not fit for purpose or otherwise fail to meet your statutory rights, please contact us as soon as possible.

Your rights are governed by the Consumer Rights Act 2015 and other applicable consumer legislation.

Depending on the circumstances and the time since purchase, you may be entitled to reject the goods for a refund or to require a repair or replacement.

Where we are responsible for supplying faulty or incorrect goods, we will also meet reasonable return costs where required.

Please contact us before returning a large item such as a bicycle so that we can arrange the most appropriate way of dealing with it.

Refunds

Once we have received and inspected returned goods, we will process any refund due to you.

Where you exercise a statutory cancellation right, refunds will be made within the timescales required by law. We may be entitled to wait until we receive the returned goods or evidence that they have been sent back before issuing the refund.

Refunds will normally be made using the original payment method.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after we have processed it.

Exchanges

Where stock permits, we are happy to arrange an exchange instead of a refund for eligible returned goods.

Please contact us if you would like to exchange an item.

Bikes and other large items

Please contact us before returning a bicycle or other large item.

Do not arrange an expensive courier return without first speaking to us where you believe an item is faulty or incorrectly supplied, as we may be able to arrange collection or another suitable solution.

Gift cards and vouchers

Gift cards and vouchers are not normally refundable for change of mind except where required by law.

Your statutory rights are unaffected.

Bike hire cancellations and refunds

Bike hire bookings are subject to our separate Bike Hire Terms & Conditions.

Our standard cancellation terms are:

• where a booking is cancelled with more than 72 hours' notice, the 25% booking deposit is non-refundable but any balance paid will be refunded;
• where cancellation is made with less than 72 hours' notice, or the customer does not attend for the hire, the full hire charge is non-refundable;
• a booking may be transferred to another available date in the same calendar year without charge where at least 24 hours' notice is given; and
• where Drover Cycles determines that weather or other conditions make it unsafe for the hire to proceed, a full refund will be offered.

Please see our Bike Hire Terms & Conditions for full details.

Workshop and other services

Where you ask us to carry out workshop or other services, your cancellation rights may depend upon whether work has begun and whether you expressly asked us to start work during any applicable cancellation period.

Once a service has been fully performed, there may no longer be a right to cancel simply because you have changed your mind.

This does not affect your statutory rights if a service has not been carried out with reasonable care and skill.

If you have a concern about work carried out by our workshop, please contact us so that we can investigate and, where appropriate, put the matter right.

How to request a return or refund

Please contact:

Drover Cycles (Hay on Wye) Ltd
Forest Road
Hay-on-Wye
Herefordshire
HR3 5DS