Refund policy

This Return and Refund Policy applies to purchases made from santacruzbicyclesa.shop.

Please read this policy carefully before purchasing. It explains cancellation rights, returns, faulty products, damaged deliveries, refunds and other important information.

Contact us regarding returns at:

Email: info@santacruzbicyclesa.shop

1. Your UK Statutory Rights

Nothing in this Return and Refund Policy limits or excludes rights that cannot legally be limited or excluded under applicable UK consumer law.

For many goods purchased online, UK distance-selling rules give consumers a right to notify the seller that they wish to cancel within 14 days after receiving the goods, subject to statutory exceptions. After giving notice of cancellation, consumers generally have a further 14 days to send goods back.

Separate statutory remedies apply where goods are faulty, not as described or otherwise fail to meet applicable legal requirements. UK consumer legislation includes a short-term right to reject qualifying faulty goods within 30 days in applicable circumstances.

2. Change-of-Mind Cancellation

If you are a UK consumer purchasing eligible goods online, you may notify us that you wish to cancel your purchase within 14 days after the day on which you receive your goods, unless an applicable statutory exception applies.

If an order contains several goods delivered separately, the cancellation period may run from receipt of the final qualifying item where applicable under law.

To exercise your cancellation right, contact:

info@santacruzbicyclesa.shop

Your message should clearly state that you wish to cancel the relevant purchase and should include sufficient information for us to identify your order.

3. Returning Goods After Cancellation

After notifying us that you wish to cancel, you should return eligible goods without undue delay and no later than the period required by applicable law.

Unless the goods are faulty, damaged, incorrect or otherwise non-conforming, customers may be responsible for the direct cost of returning unwanted goods.

Please contact us before returning any product so that we can provide the appropriate return instructions.

Products returned to an unauthorised address may not be received or processed correctly.

4. Condition of Returned Products

You may inspect products to the extent reasonably necessary to determine their nature, characteristics and functioning.

Returned products should, where reasonably possible:

• be returned with the components originally supplied;
• include accessories and manuals provided with the product;
• be adequately packaged to prevent damage during return transportation; and
• not show handling beyond what would reasonably be permitted when inspecting the product in a physical shop.

Where permitted by applicable law, a refund may be reduced to reflect a loss in value resulting from handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.

5. Products Excluded From Change-of-Mind Cancellation

Certain products may be excluded from statutory change-of-mind cancellation rights where an applicable legal exception applies.

Examples may include:

• goods made to the consumer's specifications or clearly personalised;
• sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been broken;
• goods that are liable to deteriorate or expire rapidly;
• certain sealed audio, video or software products once unsealed;
• goods that become inseparably mixed with other items after delivery; and
• other products excluded under applicable consumer legislation.

These exclusions do not remove rights relating to faulty, defective, damaged, unsafe or incorrectly supplied products where statutory remedies apply.

6. Faulty or Defective Products

Products sold through santacruzbicyclesa.shop are intended to comply with applicable consumer requirements.

If you believe that a product is faulty, defective, unsafe, not as described or otherwise does not conform to the contract, contact us at:

info@santacruzbicyclesa.shop

Please provide:

• your order number;
• a description of the issue;
• clear photographs or video where this can reasonably demonstrate the problem; and
• any other information reasonably necessary to investigate the issue.

Providing photographs does not remove any statutory rights. It is intended to help us understand and resolve problems efficiently.

Depending on the circumstances and applicable consumer law, available remedies may include rejection and refund, repair, replacement, price reduction or another remedy required by law.

7. 30-Day Short-Term Right to Reject Faulty Goods

UK consumer law may provide a short-term right to reject qualifying faulty goods within 30 days.

Where that statutory right applies and is properly exercised, we will handle the matter in accordance with the Consumer Rights Act 2015.

This right is separate from the 14-day distance-selling cancellation right applicable to many online purchases.

8. Damaged Products

If your order arrives visibly damaged, contact us as soon as reasonably possible.

Please retain:

• the product;
• original packaging where possible;
• shipping packaging;
• shipping label; and
• photographs showing the damage.

This information can help us investigate the delivery issue with the relevant carrier or fulfilment provider.

9. Incorrect Products

If you receive a product that is materially different from the product you ordered, please contact:

info@santacruzbicyclesa.shop

Include your order number and photographs showing the item received.

Where we confirm that the wrong item was supplied, we will provide an appropriate remedy in accordance with applicable law and our obligations under the contract.

10. Missing Items

If your parcel arrives but an item shown on your order is missing, check the package carefully and review available shipment information because some orders may be delivered in separate parcels.

If an item remains missing, contact:

info@santacruzbicyclesa.shop

Provide your order number and details of the missing item.

11. Return Shipping Costs

For ordinary change-of-mind returns where the product is not faulty, damaged, incorrect or otherwise non-conforming, the customer may be responsible for return shipping costs where permitted by law and where the customer was informed accordingly.

If a return is required because goods are faulty, damaged, incorrectly supplied or otherwise legally non-conforming, we will bear reasonable return costs where required by applicable consumer law.

12. Return Packaging

Customers should package returned goods appropriately.

Where possible, use the original shipping packaging or another suitable protective package.

Customers are responsible for avoiding unnecessary return damage caused by inadequate packaging, subject always to applicable statutory consumer rights.

13. Proof of Return

Where the customer arranges return shipping, we strongly recommend using a traceable shipping service and retaining proof of postage until the return and refund have been completed.

We cannot determine the status of a parcel that has not reached the authorised return destination without appropriate tracking or shipping evidence.

14. Refund Timing

Where a statutory cancellation refund is due, it will be processed within the timeframe required by applicable UK law.

For distance-selling cancellations, a seller may generally withhold reimbursement until it receives the goods back or the customer supplies evidence of having sent them back, whichever occurs first, where permitted by law.

UK guidance requires qualifying cancellation refunds to be made within the applicable statutory timetable.

15. Refund Method

Approved refunds will normally be made using the same payment method used for the original transaction unless another method is agreed or legally permitted.

Once we issue a refund, the time required for the funds to appear in your account may depend on your bank, card issuer, payment provider or other financial institution.

16. Original Shipping Charges

Standard shipping on santacruzbicyclesa.shop is free.

Accordingly, there is normally no standard outbound shipping charge to refund.

If an optional paid delivery service is offered in the future and a statutory cancellation applies, any required refund of delivery charges will be handled in accordance with applicable law.

17. Exchanges

Where available, an exchange request may be handled by returning the relevant product and placing a replacement order.

For faulty or incorrectly supplied products, we will provide remedies in accordance with applicable law.

Product availability cannot be guaranteed while an exchange or return is being processed.

18. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, contact:

info@santacruzbicyclesa.shop

We will attempt to stop processing where reasonably possible.

Because order processing may begin soon after an order is placed, we cannot guarantee that a cancellation request will reach the fulfilment process before dispatch.

If the order has already been dispatched, applicable cancellation and return procedures may still be available after delivery.

19. Refused and Uncollected Deliveries

Refusing a package or failing to collect it does not necessarily complete the formal cancellation process.

Customers should contact us at info@santacruzbicyclesa.shop if they intend to cancel an order so that the cancellation and refund can be properly recorded.

20. Fraudulent or Abusive Claims

We reserve the right to investigate return or refund requests where there is reasonable evidence of fraud, misuse or abuse.

This does not affect legitimate statutory consumer rights.

21. Promotional and Sale Products

Unless an applicable legal exception applies, purchasing a product at a reduced price does not automatically remove statutory consumer rights.

Faulty sale products remain subject to applicable consumer protections.

22. Gifts

Where an order was purchased by another person as a gift, refunds will normally be returned to the original payment method unless applicable law or payment-provider rules permit another arrangement.

23. Your Responsibility for Accurate Information

Customers should ensure that order and contact information is accurate.

A return or refund may take longer to process if we cannot identify the relevant order because incorrect or incomplete information has been supplied.

24. Contact Us About a Return

For all return, cancellation, damaged product, faulty product or refund enquiries:

santacruzbicyclesa.shop
Email: info@santacruzbicyclesa.shop

Please include your order number whenever possible.