We offer a 30-day return policy. Unused items in their original packaging and condition are eligible for a refund, exchange, or store credit.
After 30 days, returns and exchanges are not accepted.
Faulty Items & Consumer Rights
In line with your consumer rights, if a product is faulty, it can be returned within 30 days for a full refund or exchange. All purchases are covered by your statutory rights under the Consumer Rights Act 2015, which ensures goods are of satisfactory quality, fit for purpose, and as described.
In addition, the manufacturer’s warranty applies where provided. A 12-month warranty on bicycles typically covers manufacturing defects and faults, but not wear and tear, accidental damage, or damage from misuse. Warranty lengths on other items will differ depending on the manufacturer's terms.
For assistance with a warranty claim or to discuss your rights, please contact our customer service team.
Non-Returnable Items
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Partial Refunds
Only partial refunds are granted in these situations:
- Shoes with obvious signs of use
- Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Returns Process
Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time for your refund to be officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund, please contact us at [email protected]
Exchanges
We only replace items if they are defective or damaged. If you need to exchange a faulty item, send us an email at [email protected] and send your item to:
PAU Run and Ride, Trentham Shopping Village, Stone Rd, Stoke-on-Trent, ST4 8AX
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified of your return.
Shipping
To return your product, you should mail it to: PAU Run and Ride, Trentham Shopping Village, Stone Rd, Stoke-on-Trent, ST4 8AX via your chosen courier. Do not send your purchase back to the manufacturer.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.