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International Returns Policy

Please note: we are currently working with reduced staff to curb the spread of Covid-19. Because of this, our returns / refund procedure might take a bit longer than what is outlined below. Please bear with us while we deal with your request as soon as possible.

 

You can find your returns form on the back of the delivery note that was included with your order. Click here if you need a fresh one! (make sure that your pop-ups are enabled)

 

RETURNING GOODS TO US:

  • We accept returns up to 28 calendar days after receipt of goods.
  • In case of a damaged product/warranty claim, we require to be contacted within 48 hours of delivery.
  • The consignee is responsible for the return costs. 
  • Goods that are shipped internationally, will be charged shipping again if you want to exchange the item.
  • Returned goods must be accompanied by a completed returns form.
  • Returned goods must be unused & supplied with their original packaging. Any items returned without packaging may be liable for an administration charge. Customers are responsible for ensuring returns arrive in good condition. - PLEASE READ OUR FAQ CAREFULLY
  • We cannot accept returns of items that have been personalised.
  • Goods must be returned with relevant promotional/free gifts.
  • Electrical goods must be returned in unopened packaging otherwise we are unable to accept returns on them.
  • You must mark all returns as RETURNED GOODS – FAILED SALE. This must be marked on the customs information document as well as on the outside of the packaging you are also required to submit (CN22 and/ or CN23). IT IS NOT SUFFICIENT TO SIMPLY SEND THE GOODS TO 'URBAN RIDER RETURNS' - Customs will need proper supporting documents to justify not charging taxes upon the goods re-entering the UK. Failure to do so might result in charges being deducted from the overall refund or parcels returned back to the sender.
  • If a delivery is refused, the occurring returns costs will be deducted from the overall refund.
  • Please DO NOT ship back by FedEx, this results in additional customs charges. Your parcel will be returned to you or any charges deducted from the overall refund.

 

ON RECEIVING YOUR ORDER BACK:

  • We usually process refunds and exchanges within 5-3 working days of receiving the returned goods. However, during busier periods this can take longer.
  • REFUND - The funds will be returned via the original payment method. This may take up to 5 working days to appear as cleared funds depending on the payment method used.
  • EXCHANGE - We will dispatch the required replacement item(s) within the time frame specified for the product(s) as displayed on our website. Once dispatched you will receive a text notification from the courier.

Has my return reached you? 

 

  • Please see your tracking information to see if the parcel arrived back with us and if it did please allow 2-3 working days from the moment we received it for the returns department to process your return. 

Can Urban Rider provide an International return label? 

 

  • Unfortunately, we are unable to provide international return labels. We recommend looking here for competitive shipping charges. 

What’s your return address? 

 

Urban Rider

Unit 6, Parkfield Industrial Estate

Culvert Place

London

SW11 5BA

 

How should I pack my return? 

We advise to simply use the same external packaging, including the cardboard box, that was used when we shipped the item for easier returns. Alternatively, you can use your own outer packaging but make sure the item itself has all its original packaging.

 

I have sent an item back for an exchange but my preferred item is no longer available - what now? 

Someone from our customer service will be in touch if something like this happens. They will email you when processing your return. If there isn’t anything you would like instead we are more than happy to issue a refund.  

 

Can I return a helmet? 

Yes, you are most welcome to do so but please make sure that the helmet has all its original packaging, tags and has NOT been used on the road.  Helmets must be returned with their original box, plus the UR cardboard box as delivered. We will reject a helmet returned in just its original box.

 

Helmets are safety equipment, we are unable to accept any helmet returns if they were worn for anything other than trying them on. 

 

We simply recommend trying on a helmet indoors, watch some TV and after 20 mins you will know if the helmet is the right size or not. 

If you feel any pressure points or discomfort on top of your head this might suggest that the helmet is not the right fit for you.

If you need extra help on this do not hesitate to get in touch with us! 



Still unsure on the returns process? Please get in touch with us so we can help at info@urbanrider.co.uk or ring us at 02077363811

You can find your returns form on the back of the delivery note that was included with your order. Click here if you need a fresh one! (make sure that your pop-ups are enabled)

RETURNING GOODS TO US:

  • We accept returns up to 28 calendar days after receipt of goods.
  • You are responsible for paying to ship back to us.
  • If the goods are shipped internationally, you will be charged shipping again if you want to exchange the item.
  • Returned goods must be accompanied by a completed returns form.
  • Returned goods must be unused & supplied with their original packaging.
  • We cannot accept returns of items that have been personalised e.g. special order Davida helmets.
  • Goods must be returned with relevant promotional/free gifts.
  • Electrical goods must be returned in unopened packaging otherwise we are unable to accept returns on them.
  • You must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document you are also required to submit (CN22 and/ or CN23) AND on the outside of the packaging. IT IS NOT SUFFICIENT TO SIMPLY SEND THE GOODS TO 'URBAN RIDER RETURNS' - Customs will need proper supporting documents to justify not charging taxes upon the goods re-entering the UK. Failure to do this will result in unnecessary import taxes and VAT being charged. Either the parcel will be refused by us and returned to you by the carrier or we will be obliged to pay the carrier on your behalf, which will be deducted from any funds returned to you.
  • If you refuse delivery of your parcel, any outstanding delivery costs and customs charges will be deducted from the overall refund.
  • Please DO NOT ship back by FedEx, this results in extra customs charges, even as a return. Your parcel will be returned to you.

ON RECEIVING YOUR ORDER BACK:

  • There are no restocking fees or repeat shipping charges (for orders over £50) on UK returns and exchanges.
  • We usually process refunds or exchanges within 2 working days of receiving the returned goods.
  • REFUND - The funds will be returned via the original payment method. This may take up to 5 working days to appear as cleared funds depending on the payment method used.
  • EXCHANGE - We will dispatch the required replacement item(s) within the time frame specified for the product(s) as displayed on our website. Once dispatched you will receive a text notification from the courier.

OUR RETURNS ADDRESS:

Urban Rider
Unit 6, Parkfield Industrial Estate
Culvert Place
London
SW11 5BA

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