Refunds & Returns

Refunds & Returns at a Glance

• You may cancel your order within 30 days of receiving the order.
• If you cancel because you have changed your mind, the item must be returned unused and in a resaleable condition.
• If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible so we can resolve it.
• For change-of-mind returns, the customer is responsible for the return shipping cost.
• For faulty, damaged or incorrect items, Hitch A Bike will cover the return cost or arrange a suitable collection method.
• Please contact us before sending anything back so we can confirm the correct return address.

Your 30-Day Right to Cancel

If you have changed your mind, you may cancel your order within 30 days of receiving the order. You do not need to give a reason, although it is helpful for us to know if there was a sizing, fit, compatibility or suitability issue. This is not applicable to international orders. 

If your order arrives in separate parcels, the 30-day period starts from the day you receive the final item in that order.

How to Tell Us You Want to Cancel

Please contact us with a clear statement that you wish to cancel or return your order. To help us process your return quickly, include your name, order number, the item you wish to return and whether you would prefer to arrange your own return or need help from our team.

Contact Us  |  WhatsApp us on +44 7470 012040  |  support@hitchabike.co.uk

Condition of Returned Items

For change-of-mind returns, items must come back in a condition that allows them to be resold as new. You may inspect the item as you reasonably would in a shop, but you should not use it outdoors, on the road, on trails, with a child, with a dog or with cargo.

Acceptable Inspection

• Opening the packaging carefully to inspect the item.
• Checking the frame, fabric, fittings, wheels, hitch parts or accessories indoors.
• Reviewing manuals, fixings, connectors and included components.
• Testing folding, quick-release or adjustment mechanisms indoors.
• Taking photographs to help confirm fit, condition or compatibility.

Use That May Affect Your Refund

• Using the item outdoors, on public roads, trails, paths or cycle routes.
• Returning goods with dirt, mud, grease, tyre wear, pet hair, odours or road marks.
• Returning goods with missing parts, manuals, fixings, packaging or accessories.
• Assembly or fitting beyond what is reasonably needed to inspect the item.
• Damage to the item or original packaging caused after delivery.

Faulty, Damaged or Incorrect Items

Your rights for faulty, damaged, incorrect or misdescribed goods are separate from change-of-mind returns.

If your item arrives faulty, damaged, incorrect or not as described, contact us as soon as possible. Depending on the issue, you may be entitled to a refund, repair or replacement. Where the issue is our responsibility, we will cover the reasonable return cost or arrange a suitable collection method.

Examples of Issues Covered

• The item is damaged in transit.
• The item is faulty or has a manufacturing defect.
• The wrong item has been sent.
• Key parts, fixings or components are missing.
• The item does not match the product description on our website.

What to Send Us

To help us resolve the matter quickly, please send your order number, a short explanation of the issue and clear photos or video of the problem. For damages, please photograph the outer packaging, inner packaging and affected part of the item.

Damages and Transit Damage

Your contract is with Hitch A Bike, not with the courier. If an item arrives damaged, we will investigate and put it right in line with your rights and the condition of the goods received.

If Packaging Is Visibly Damaged on Arrival

• You may refuse delivery if the packaging is clearly damaged.
• If you accept the delivery, take photos before opening the parcel.
• Contact us as soon as possible so we can assess the issue.

If the Item Is Damaged Inside the Box

• Keep the packaging until we have advised you what to do next.
• Photograph the damaged item and the packaging from several angles.
• Do not use, assemble or repair the item before contacting us.
• We will confirm whether the next step is a replacement, repair, refund or collection.

Report damages via Contact Us or WhatsApp.

Items That Cannot Be Returned for Change of Mind

Some items may not be returnable simply because you have changed your mind. This does not affect your statutory rights if the item is faulty, damaged, incorrect or not as described.

• Items made, modified or ordered specially to your specification.
• Personalised or custom-configured products.
• Items clearly marked as final sale or non-returnable before purchase.
• Items that cannot be resold as new because they have been used beyond reasonable inspection.

Where an item is custom, special-order or non-returnable for change of mind, we will aim to make this clear on the product page or during the ordering process.

Return Shipping Costs

Change-of-Mind Returns

If you are returning an item because you changed your mind, you are responsible for the return shipping cost. You can arrange your own tracked and insured return, or we may be able to help arrange a return label or collection, with the cost deducted from your refund.

Faulty, Damaged or Incorrect Items

If the item is faulty, damaged, incorrect or not as described, Hitch A Bike will cover the reasonable return cost or arrange a suitable collection method. You should not be left out of pocket where the return is due to a fault, damage or an error on our side.

Original Delivery Costs

For change-of-mind returns, we refund the standard outbound delivery cost where applicable. If you selected a premium or express delivery upgrade, only the standard delivery element is refundable. For faulty, damaged or incorrect items, delivery costs will be handled in line with your statutory rights.

How to Return an Item

1. Contact us first. Tell us your order number, the item you wish to return and the reason for the return.
2. Wait for return instructions. We will confirm the correct return address and whether a label, drop-off service or collection applies.
3. Pack the item carefully. Use the original packaging where possible and include all parts, manuals, fittings and accessories.
4. Send the return. If arranging your own return, use a tracked and insured service and keep your proof of postage.
5. We inspect and process it. Once received, we will check the item and process the refund, exchange or next step.

Important: Do not send returns to our registered or correspondence address. Different products may need to be returned to different locations, and sending an item to the wrong address can delay your refund.

Refund Process

Refunds are issued to the original payment method used for the order unless we expressly agree on another method with you. Once a refund has been issued, your bank, card provider or payment provider may take additional time to show the funds in your account.

Typical Refund Timing

• We aim to inspect returned items promptly once they arrive.
• Approved refunds are usually processed within 5 to 7 business days of inspection.
• In all cases, refunds will be handled within the timeframe required by UK consumer law.
• Bank, card, PayPal or finance-provider processing times may vary.

No Restocking Fees

We do not charge restocking fees, administration fees or inspection fees. The only deductions that may apply are return shipping costs for change-of-mind returns, or a fair deduction where an item has been used beyond reasonable inspection and has lost value as a result.

Diminished Value and Used Items

You may inspect goods as you reasonably would before deciding whether to keep them. However, if an item is returned showing signs of use beyond reasonable inspection, we may make a fair deduction from your refund to reflect the reduced value or the cost of restoring the item to resaleable condition.

Examples That May Lead to a Deduction

• Wheel or tyre wear from outdoor use.
• Road dirt, mud, grease or water marks.
• Scratches, dents, scuffs or impact marks not present on delivery.
• Missing fixings, hitch parts, straps, manuals or accessories.
• Packaging damage beyond what was needed to inspect the item.
• Pet hair, odours, food marks or signs of carrying animals, children or cargo.

If we believe a deduction is necessary, we will explain the reason and provide evidence before finalising the refund amount.

Exchanges

If you ordered the wrong item, need a different size or want to swap to a more suitable product, contact us within 30 days of delivery. We will help you confirm the best option and explain the return process.

If the replacement item costs less, we will refund the difference. If it costs more, we will confirm the difference before proceeding. If your order has not yet been dispatched, contact us quickly, and we may be able to update it before it leaves the warehouse.

Gifts

If an item was purchased as a gift, the refund will normally be issued to the original payment method used by the purchaser. Where possible, we may be able to offer a store credit or exchange instead, but this must be agreed with our team and may depend on the circumstances of the order.

Contact Us About a Return

For returns, refunds, exchanges or damages, contact us before sending anything back. This helps us give you the correct return address and avoid unnecessary delays.

• Contact page: https://hitchabike.co.uk/pages/contact
• WhatsApp: +44 7470 012040
• Email: support@hitchabike.co.uk

Customer service hours: Monday to Friday, 9am to 5pm.

Complaints and Dispute Resolution

If something has not been resolved to your satisfaction, please contact us and mark your message as a formal complaint. Include your order number, a clear summary of the issue and the outcome you are looking for.

We will review the matter and respond as clearly as possible. If we cannot resolve the issue between us, you retain your rights under UK consumer law and may seek independent guidance from Citizens Advice, Trading Standards or another appropriate dispute resolution route.

Relevant UK Consumer Rights

This policy is intended to work alongside your UK statutory rights, including rights under the Consumer Contracts Regulations and the Consumer Rights Act. Nothing in this policy is intended to reduce or replace your legal rights where goods are faulty, damaged, incorrect, misdescribed or not fit for purpose.

Frequently Asked Questions

Can I return an item if I have changed my mind?

Yes. You may cancel your order within 30 days of receiving the order, provided the item is unused and returned in resaleable condition.

Who pays for return shipping?

For change-of-mind returns, you pay the return shipping cost. If the item is faulty, damaged, incorrect or not as described, we will cover the return cost or arrange a suitable collection method.

What should I do if my item arrives damaged?

Take photos of the packaging and the damaged item, keep the packaging, and contact us as soon as possible. Do not use or attempt to repair the item before we have reviewed the issue.

Can I return a trailer after using it outside?

You may still contact us, but outdoor use may affect your refund if the item shows signs of wear, dirt, damage or reduced resale value. We assess this fairly and will explain any proposed deduction.

How long does a refund take?

Once your return has been received and approved, refunds are usually processed within 3 to 5 business days. Your bank or payment provider may then take additional time to show the funds in your account.

Do I need the original packaging?

Original packaging is always required, especially for change-of-mind returns. For faulty or damaged items, packaging is useful because it helps us assess courier damage and protect the item during return transit.

Can I exchange instead of getting a refund?

Yes. Contact us within 30 days of delivery and we will help you work through the exchange options. If there is a price difference, we will confirm this before proceeding.

Can I return part of my order?

Yes. If your order included multiple items, you can return individual items and keep the rest, provided the returned item meets the relevant return conditions.