If it comes back up the drive

Four situations, four different answers. The one thing they share is that the money went to the store you bought from, so the money comes back the same way.

It arrived damaged

Photograph the carton and the part, then start the return on the order page of the store you bought from. Do that first, because most stores have a short window for transit damage. Write to us at the same time if it is one part rather than the whole thing and we will usually just send the part, which is faster than a replacement bike.

A part is missing from the carton

Not a return at all. Tell us the model and what is missing and we post it. We keep fixings, grips, seats, training wheels, pedals, remotes, chargers and swing seats for everything in the current range.

It is the wrong size

The cheapest fix is often not a return. A saddle that will not drop far enough is sometimes a post that has not been pushed fully in, and a helmet that rocks is sometimes a dial that has not been wound. Send us the measurement first. If it really is the wrong frame, the exchange goes through the store's order page, and it is much easier if the carton is still around.

Nobody wants it

It happens, usually with a bike bought half a size ahead. Boxed and unused, the store's own returns window applies, and the window is shorter than you think over a holiday. Assembled and ridden, you are into their goodwill rather than their policy, and a photograph of a clean bike helps.