Tern GSD S10 Performance Ebike Black

During the Holiday Season our return window is extended for most items. Items purchased between November 1^st 2024 & December 25^th 2024 can returned until January 31^st 2025.

Any item, except food, charitable prizes, face masks / cycling underwear (when removed from packaging) or e-gift vouchers can be returned to us for any reason within 28 days, provided that the item has not been used or fitted and is returned in its original packaging with valid proof of purchase. Partial returns are possible. Goods must be returned intact, unused, undamaged, clean or not having been fitted to a bike. Items need to be in resalable condition in original packaging including all warranty cards, manuals and accessories. We reserve the right to decline a refund or an exchange if the condition of the item(s) don’t comply with the terms above and/or the claim is outside the stated time scales.

It is recommended that you use a recorded delivery service to ensure your items are received by us. We cannot assume responsibility for items that are lost in the post. Online or in-store purchases can both be returned to any store free of charge or can be returned by post after completing our online returns form. If you wish to return your bike to us, please keep the box it arrived. If an order(s) is broken or spoiled when it is delivered, please notify us within 48 hours of delivery otherwise the returns policy no longer applies. Within this period, we will also require images of the damage to the packaging and its contents. This will need to be emailed to the relevant store or support@cyclerevolution.net.

We reserve the right to pass on charges onto the customer for any return of unwanted goods that incurs a cost to the process. These include any costs levied by a finance company, courier or CycleScheme provider. We also have the right to charge for any labour or courier costs it may take to process a return should any complications arise due to negligence or accidental damage. We will try our best to process any return, exchange, refund or warranty claim as efficiently and fairly as possible, complying with the terms above and manufacturers guidelines. We respectfully ask that customers realise that we are only human, and rude or threatening behaviour to any staff member cannot be tolerated.

Refunds of deposits / orders cannot be given if the item or bicycle has had to be ordered specially from our supplier (special orders). If the item was from stock and has been held on deposit layaway for more than 28 days, then the deposit cannot be refunded, only exchanged or added to an account credit.

If you wish to cancel or return an order at any time up to 14 days from the date of order, please contact us as soon as possible via email, phone or visit the branch you purchased from for a copy of our returns form. Partial returns are possible. Goods must be returned intact, unused, undamaged, clean and not having been fitted to a bike. Items need to be in a resalable condition with it’s original packaging including all warranty cards, manuals and accessories. This includes any damaged incurred whilst building, packaging or shipping a bike. Please do not directly stick labels or write on the item or the item's original packaging.

Send your goods (unless otherwise stated) securely packaged (t is recommended that you use a recorded delivery service to ensure your items are received by us), including a copy of your receipt and the returns form sent by us, to the store where you purchased the item from. It’s the responsibility of the purchaser to arrange and cover the costs of any returns (except faulty or incorrect items). If you want assistance in returning a bulky item such as a bicycle, forks or turbo trainer, please email us on support@cyclerevolution.net to arrange a special courier collection. Depending on the reasons for returning an item a charge may be incurred for this service.

In any circumstance of a suspected faulty item purchased from ourselves either in-store or online, please contact us as soon as possible in person or via email with details and/or pictures where possible to obtain a warranty returns number. On receipt of your goods, we will carry out a warranty inspection and will contact you within 3 working days of receipt. Terms and conditions of warranties vary depending on the product, so please consult your owner's guide of the manufacturer directly for clarification. Any warranty claims not directly initiated by Cycle Revolution but by a third-party retailer must be approved by us before any work is performed. We only cover labor costs associated with the agreed-upon issues; any additional work not covered by the warranty falls under the product’s owner’s responsibility. Any work or parts purchased prior to reaching an agreement with us are the customer’s responsibility.

If your purchase is within the manufacturer's warranty period we will repair or replace the item(s) as stated in the manufacturer's warranty guidelines. In some cases, the manufacturer/ supplier may require to see the item(s) before repair or replacement can take place. In this unavoidable situation, we will inform you and it is likely to increase the turnaround time of your claim. You are entitled to an immediate refund if the goods are deemed to be faulty, of unsatisfactory quality or unfit for purpose within 30 days of purchase. We reserve the right to exchange or repair any faulty goods between 30 days and before 6 months from the original purchase. Should this one and only repair be unsatisfactory then a customer is entitled to a complete refund. After 6 months from purchase, it is the responsibility of the purchaser to prove a fault. Labour or transportation costs are not covered by any warranty. As part of our customer service commitment, we are happy to cover the labour of any warranty claim for 6 month, upon bicycles we supplied or repaired.

_{Fair wear and tear or misuse are not considered a fault and Thomas Cycle Revolution would not be liable in these cases.
Our returns policy does not affect your statutory rights, full details of which can be obtained from any Trading Standards Department or Citizen’s Advice Bureau.}