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UK Returns Policy
UK mainland orders *over £50 qualify for free returns via DPD. There will be a packing slip included with your order, please follow the instructions on the slip to start the return process and to generate a return label.
Alternatively, you can visit our Online Returns Portal to start your returns process.
IMPORTANT : If returning multiple boxes please open multiple return requests to aquire a label for each box. Returning using a single label on multiple boxes can result in items being lost during transit.
If you are experiencing any issues, please contact us at info@urbanrider.co.uk.
UK orders of a value below £50 and orders to UK off-shore territories can be returned to us via a courier of your choosing. The customer is responsible for the cost of returning the parcel.
*Excluding eBikes. We accept returns on eBikes providing the original packaging is intact and the bike is not damaged or assembled. Please contact us for more information on eBike returns.
YOUR OBLIGATIONS:
- We accept returns up to 30 calendar days after receipt of goods.
- In case of a damaged product/warranty claim or delivery issue, we require to be contacted within 48 hours of delivery. Failure to contact us within this timeframe, and if the parcel cannot be located or retrieved, releases us from liability for any resulting loss.
- 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 items/free gifts - (e.g. pins, magazines).
- Electrical goods must be returned in unopened packaging otherwise we are unable to accept returns on them.
- We reserves the right to refuse the return or refund of goods deemed to have been purchased for anything other than private use. This includes agencies, individuals and companies using our eCommerce platform and returns process to procure goods for commercial purposes. Goods shall be made available for collection and return to the original purchasing party.
OUR OBLIGATIONS:
- There are no restocking fees or repeat shipping charges (for orders over £50) on UK returns.
- We usually process refunds within 5-7 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.
RETURNS FAQ:
How do I return with DPD?
- Please pack the items securely and make sure all of the items have all their original packaging and tags. We can only accept returns of unused items.
-
There will be a packing slip included with your order, with instructions on the slip to start the return process and to generate a return label. Alternatively, you can visit our Returns Portal at https://urbanrider.returns.shop/ to start your returns process.
- Use the generated DPD label and take it to your local drop off location. If unknown you can find your local drop off location here: DPD Local Drop Off Locations.
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 5-7 working days from the moment we received it for the returns department to process your return.
- If you are experiencing any issues with tracking your return with DPD or your return is taking longer than expected please get in touch.
I want to send it with a courier of my choice, 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.
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 with 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.
UK mainland orders *over £50 qualify for free returns via DPD. There will be a packing slip included with your order, please follow the instructions on the slip to start the return process and to generate a return label.
Alternatively, you can visit our Online Returns Portal to start your returns process.
If you are experiencing any issues, please contact us at info@urbanrider.co.uk.
UK orders of a value below £50 and orders to UK off-shore territories can be returned to us via a courier of your choosing. The customer is responsible for the cost of returning the parcel.
*Excluding eBikes. We accept returns on eBikes providing the original packaging is intact and the bike is not damaged or assembled. Please contact us for more information on eBike returns.
YOUR OBLIGATIONS:
- We accept returns up to 30 calendar days after receipt of goods.
- In case of a damaged product/warranty claim, we require to be contacted within 48 hours of delivery. Failure to contact us within this timeframe, and if the parcel cannot be located or retrieved, releases us from liability for any resulting loss.
- 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 items/free gifts - (e.g. pins, magazines).
- Electrical goods must be returned in unopened packaging otherwise we are unable to accept returns on them.
- Urban Rider reserves the right to refuse the return or refund of goods deemed to have been purchased for anything other than private use. This includes agencies, individuals and companies using the Urban Rider eCommerce platform and returns process to procure goods for commercial purposes. Goods shall be made available for collection and return to the original purchasing party.
OUR OBLIGATIONS:
- There are no restocking fees or repeat shipping charges (for orders over £50) on UK returns.
- We usually process refunds within 5-7 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.
RETURNS FAQ:
How do I return with DPD?
- Please pack the items securely and make sure all of the items have all their original packaging and tags. We can only accept returns of unused items.
-
There will be a packing slip included with your order, with instructions on the slip to start the return process and to generate a return label. Alternatively, you can visit our Returns Portal at https://urbanrider.returns.shop/ to start your returns process.
- Use the generated DPD label and take it to your local drop off location. If unknown you can find your local drop off location here: DPD Local Drop Off Locations.
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 5-7 working days from the moment we received it for the returns department to process your return.
- If you are experiencing any issues with tracking your return with DPD or your return is taking longer than expected please get in touch.
I want to send it with a courier of my choice, 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.
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 with 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!