Returns

Return Policy

Return Policy

The Return Policy below applies to standard returns only. If there is a problem with an item you have received or if you believe a product has developed a fault, please get in touch with our Customer Service Team, via Live Chat (at the lower right-hand corner of our website) or email. We will make every effort to resolve the issue as quickly as possible for you.

Return Policy

If you receive an order and find you have changed your mind or the item just isn’t right for you, don’t worry. Goods can be returned for a refund within 365 days from the date of purchase (subject to the product exclusions outlined below). 

We are unable to offer exchanges on unwanted items, however, if you wish to purchase a different item, simply hop onto our website and place a new order separately. This will be processed and dispatched as quickly as possible.

Goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. They should also be securely packaged in a sealed box, to ensure the contents are protected during transit. Our Returns Team will review all items to ensure they meet the criteria outlined in this Returns Policy. If an item is returned outside of our Returns Policy, we may be unable to process a full refund. We will contact you in such circumstances. 

All refunds will be issued to the original payment method on the order within 5 days of receipt at our warehouse.

Product Exclusions

There are some exclusions to our Returns Policy, as detailed below:

  • Nutritional products or those with a best before date must be returned within 28 days
  • Personalised or customised items, such as wheel builds, cannot be returned
  • GPS systems, such as sports watches or cycle computers, can only be returned if unregistered
  • Apple products can only be returned in original packaging, sealed and unregistered
  • For hygiene reasons, any intimate garments, such as underwear and swimsuits, can only be returned if the items are unworn (with protective packaging intact)
  • Gift vouchers cannot be returned
  • Products received over 365 days ago cannot be returned
  • Products that have been opened or unsealed cannot be returned
  • Products returned in an unsatisfactory condition cannot be returned
  • Products which have been damaged in return transit due to insufficient packaging cannot be returned

Please note, Wiggle reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.

This Return Policy does not affect your statutory rights.

How to Return an Item From Outside the UK

How to Return an Item From Outside the UK

To return an item, simply follow the steps outlined below:

  1. Log into your account and click ‘Make a Return’ next to the relevant order
  2. Select the item(s) you wish to return and the reason for return
  3. Confirm your personal information
  4. Choose your preferred returns service and complete payment for your return postage, if applicable
  5. Print your returns form and postage label
  6. Pop the returns form inside your parcel, along with the items you wish to return
  7. Attach the postage label to the outside of your parcel and drop it off at your selected courier’s depot. Please keep hold of your return postage receipt.

Returned items must be securely packaged in a sealed box, to ensure the contents are protected during transit. Wiggle reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging. 

Self-Post Returns from Outside the UK

If you are returning from outside the UK and select the self-post returns option, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.

How To Return a Large Item From Outside the UK

How to Return a Large Item From Outside the UK 

Due to courier restrictions, larger items (such as bikes, frames, racks, and trainers) are not currently eligible for returns via our online portal.

These items can be returned via a local courier service of your choice (postage rates can vary; to get a quote please contact your local courier) or alternatively we can arrange to have the item collected from you, at our reduced courier rates. Return postage is non-refundable.

To request a quote for a collection, simply get in touch via Live Chat or drop us an email with the following details:

  • Full name
  • Order reference
  • Item being returned
  • Weight and dimensions of the parcel
  • Collection address including postcode
  • Preferred collection date (Monday – Friday)
  • Contact telephone number (in case the driver needs to get in touch)

Once the collection has been booked, you will receive a confirmation email with further details. Please ensure you are available at your address on the indicated date with the parcel ready to be collected.

To prepare your parcel, carefully package your item into the original box, in the same condition as it was received, to ensure all parts are protected.

Before sealing the box, pop a note inside with the following details:

  • Your name and address
  • The original order number (can be found in My Account)
  • The reason for return

Bikes must be returned new and un-ridden, in a saleable condition and in their original packaging with all labels and stickers still attached. Wiggle reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging. 

Self-Post Returns from Outside the UK

If you are opting for a self-post return from outside the UK, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.

How to Return a Gift

How to Return a Gift

If you wish to return an item you’ve received as part of a gift, we can offer to provide a refund in Wiggle gift vouchers.

To return your item, simply contact us via Live Chat or email to obtain a Gift Return form and include this inside the parcel along with the item you wish to return.

The parcel should then be posted to the following address:

Returns, Wiggle Ltd
Citadel Logistics Centre
Black Country New Road
Bilston
WV14 7BR
United Kingdom
 
We recommend using a tracked courier service. Return postage is non-refundable.

Our Returns Team will contact you directly with details of your voucher code and how to use it once your return has been processed. Please refer to the Product Exclusions outlined in our Returns Policy.

Update on My Return

Update on My Return

Return transit timeframes can vary, depending on the shipping country and the courier service selected.

Please use the following estimated timeframes, from the postage date, as guidance:

  • UK & EU – 15 days
  • Outside EU – 25 days

Our Returns Team will process your return within 5 days of the parcel being delivered to our warehouse in the United Kingdom and you will receive a notification via email once the return has been processed.

In the meantime, keep an eye on your courier tracking to follow the movement of your parcel. Please note, some parcels may route back to our warehouse via a national hub or depot. Upon arrival at the courier’s depot, parcels will be consolidated for return to our warehouse in one shipment. Returned items will be processed once they have been delivered back to our warehouse.

If your return tracking has not updated to show the parcel has been delivered within the estimated timeframes outlined above, or your return has not been processed within 5 days of delivery to our warehouse, please send us a copy of your postage receipt so that we can look into this further for you.

Problem with Item Received

Problem with Item Received

If there is a problem with an item upon delivery, please get in touch with us via Live Chat (by clicking on the icon in the lower right-hand corner of your screen) or email at your earliest convenience. Please provide as much information as possible, including photographs of the item and packaging. We will make every effort to resolve the issue as quickly as possible for you.

Faulty Items

All goods purchased from Wiggle are normally covered by a manufacturer's warranty, which, generally speaking, covers manufacturing faults and defects, including poor workmanship.

If you believe a product has developed a fault, please refer to our Warranty Help Page for further details on how to submit a claim.

Cancellation Rights at Law

Cancellation Rights At law

You have rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which state that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund. You have the right to cancel this contract within 14 days from delivery without giving any reason. This right does not apply to any customised or personalised goods bought through our website. To exercise this right please contact us prior to the expiry of the cancellation rights period.

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). Where charges apply, you are responsible for paying the return delivery charges.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

  • 14 days after the day we received back from you any goods supplied; or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
  • if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:

  • up to 30 days: if your goods are faulty, then you can get a refund;
  • up to six months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;
  • up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk.

Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

Please contact us, if you want:

  • us to repair the goods;
  • us to replace the goods;
  • a price reduction; or
  • to reject the goods and get a refund.

Return FAQs

Return FAQs

  1. Can I return my item for an exchange?

We are unable to offer exchanges on unwanted items, however, if you wish to purchase a different item, simply hop onto our website and place a new order separately. This will be processed and dispatched as quickly as possible.

  1. Can I return multiple orders together in one parcel?

Orders should be returned individually, with all items matching the return generated on our returns portal. We kindly ask that you avoid returning multiple orders inside the one parcel as this may cause issues with the return. If, however, you do wish to do so, please ensure you include a note inside the parcel with the order reference for each item you are returning. If there are any issues with your return, we will be in touch. 

  1. How much is return postage and who pays for it?

We offer a huge range of return courier services, some of which are completely free of charge. The options available to you will depend on where you are posting your parcel from and the item(s) being returned. The prices will be displayed when you create a return via our online portal. Postage on standard returns is non-refundable, however if your item is being returned as a result of our error (damaged, defective, wrong item etc.), we will refund standard postage costs. If there is a problem with your item, please contact us and we will make every effort to resolve the issue as quickly as possible.

  1. Can I claim a refund for customs duty?

If you have paid duty for the order you received and you're returning it to us, you should be able to claim a refund of duties from your local customs authority. To find out how and for any other queries about customs duty please contact your local customs authority. If the duty costs were included in the price of your order on our website, please get in touch with our Customer Service Team.

  1. Do I need a printer to return an item?

We offer paperless returns from several countries at present and, whilst this is not yet available for all, we do hope to be able to expand this offering in the future. You can find all of the return services available to you when creating a return. If paperless returns are available, these only require a QR code to be presented and scanned at your local store. If you are unable to print a returns form, don’t worry, simply include a handwritten note inside the parcel with the following details:

  • Your name and address
  • The original order number (can be found in My Account)
  • The reason for return

Alternatively the parcel can be sent directly to the following address:

Returns, Wiggle Ltd
Citadel Logistics Centre
Black Country New Road
Bilston
WV14 7BR
United Kingdom
 
We recommend using a tracked courier service. Return postage is non-refundable.

If you are returning from outside the UK and select the self-post returns option, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.

  1. Should I contact you before returning an item?

There is no need to contact us before returning an item unless there is a problem with the goods. If so, please contact us, via Live Chat or email, and we will make every effort to resolve the issue as quickly as possible for you.

  1. Does my return have to be in the original packaging?

Yes, all goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn. If hygiene strips have been removed we will not be able to accept the return.

  1. I’ve returned my item, what happens next?

Once your return has been delivered back to our warehouse, it will be processed within 5 days. You will receive a notification via email once the return has been processed.

  1. What if there is an issue with my returned item?

Don’t worry, if there are any problems with your return, a member of our Customer Service Team will send an email to the email address used when placing the order.

  1. Can I post an item back myself, without using your online portal? 

If you would prefer to return your item via a local courier service, simply post the item to the following address:

Returns, Wiggle Ltd
Citadel Logistics Centre
Black Country New Road
Bilston
WV14 7BR
United Kingdom
 
Please include a handwritten note inside the parcel with the following details:
  • Your name and address
  • The original order number (can be found in My Account)
  • The reason for return

We recommend using a tracked courier service. Return postage is non-refundable and Wiggle cannot be held responsible for damage or loss incurred during return transit. 

If you are returning from outside the UK and select the self-post returns option, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.

  1. Can I return an item if I have worn it and changed my mind?

You can try an item on for size, but please do not remove any labels or use the item if you are considering returning it. All goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. 

  1.  Can I return an unused item if it is over 365 days since the order was placed?

Unfortunately, we cannot accept the return of goods outside of the 365 day period. We apologise for any disappointment this may cause.

  1.  I’ve changed my mind and would like to amend or cancel my return, how do I do this?

If you wish to make any changes to a return, please contact our Customer Service Team via Live Chat or email

  1. I’m having difficulties creating a return, what should I do?

We are sorry to hear you are experiencing an issue with our online returns portal. Please contact our Customer Service Team via Live Chat or email so that we can help out.

Warranty/ Recall

Vitus 14 & 16 Stop Riding Notification

Please find important information here regarding the Vitus 14 and 16 bikes sold in the USA from January 2017 through April 2021.