Refund policy

Last updated: 4 August 2026

This Refund Policy explains the return, withdrawal, exchange and refund arrangements for purchases made from Cycling Artisan through www.cyclingartisan.com (the “Site”).

Nothing in this Policy limits any mandatory rights that you have under applicable consumer law.

1. Contact details

Cycling Artisan is operated by:

Andrew Westacott, trading as Cycling Artisan
NIF/NIE: Y6937943F
Business and return address: Passeig de sa Creu 5, 07316 Moscari, Illes Balears, Spain
Email: info@cyclingartisan.com

When contacting us about a return, please provide your name, order number, the item concerned and the reason for contacting us. You do not need to provide a reason when exercising a statutory right of withdrawal.

2. Our voluntary 30-day return policy

In addition to any statutory rights, we offer a voluntary return period of 30 calendar days after you receive an eligible standard, non-personalised item.

If you notify us within the first 14 days, any applicable EU or UK statutory withdrawal rights described in section 3 will apply. The additional voluntary conditions below apply to returns requested after the statutory withdrawal period but no later than 30 days after delivery.

For a return under the voluntary extension:

• the item must be a standard, non-personalised product;

• it must be unused, undamaged and in a resalable condition;

• it should be returned with its original packaging where reasonably possible; and

• you must provide the order number or other reasonable proof of purchase.

Please contact info@cyclingartisan.com before sending the item so that we can identify the return and provide instructions. Items returned without sufficient information to identify the order may be delayed.

Unless the item is faulty, damaged, incorrect or applicable law requires otherwise, you are responsible for the return-shipping cost. We recommend using a tracked service. Under the voluntary extension, we refund the price paid for the returned product. Original delivery charges and premium delivery upgrades are not refunded unless applicable law requires otherwise.

The voluntary extension from day 15 to day 30 does not apply to personalised products, products made to your specifications, gift cards or sale items. This exclusion does not affect statutory withdrawal rights that apply during the first 14 days or your rights concerning faulty, damaged, incorrect or misdescribed goods.

3. EU and UK statutory right of withdrawal

If you are a consumer in the European Union or the United Kingdom and purchase an eligible product online, you generally have the right to withdraw from the contract without giving a reason.

You must inform us of your decision within 14 calendar days beginning on the day after you, or a person nominated by you other than the carrier, receives the goods. If an order is delivered in separate shipments or consists of multiple goods delivered on different days, the period begins on the day after receipt of the last item.

You may exercise this right by:

• emailing an unambiguous withdrawal statement to info@cyclingartisan.com;

• using the model withdrawal form at the end of this Policy; or

• using our online withdrawal form, also available through the Right of Withdrawal link in the Site footer.

If you use the online withdrawal form, we will acknowledge receipt electronically without undue delay. Your withdrawal is effective as long as you submit the notice before the 14-day period expires. You are not required to use the model form or explain your decision.

After notifying us, you must send the goods back without undue delay and no later than 14 calendar days after the day on which you communicated your decision to withdraw. The deadline is met if you send the goods before that 14-day return period expires.

Return eligible goods to:

Cycling Artisan
Passeig de sa Creu 5
07316 Moscari, Illes Balears
Spain

Please package returned goods carefully and retain proof of postage.

4. Return costs and handling during the statutory withdrawal period

If you withdraw simply because you changed your mind, you are responsible for the direct cost of returning the goods to us, unless we expressly agree to pay that cost.

You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you could inspect them in a shop. You remain entitled to withdraw if you handle them beyond that extent, but you may be responsible for any resulting reduction in value. Original packaging is not an absolute condition of exercising the statutory right of withdrawal, although we ask you to use it where reasonably possible to protect the item in transit.

If the item is faulty, damaged in transit, incorrect or not as described, please see section 7. Where the return results from our error or a lack of conformity, we will bear the return cost where required by law.

5. Refunds following statutory withdrawal

When you validly exercise a statutory right of withdrawal, we will reimburse the payments received for the withdrawn goods, including the cost of our least expensive standard delivery option offered for the order. If you selected premium or express delivery, we are not required to refund the additional amount above the standard-delivery cost.

We will issue the reimbursement without undue delay and no later than 14 calendar days after the day on which you inform us of your decision to withdraw. We may withhold the refund until we have received the goods or you provide evidence that you have sent them back, whichever occurs first.

We will normally refund the same payment method used for the original transaction unless you expressly agree otherwise. We will not charge a fee for issuing the statutory refund. Your bank or payment provider may require additional time to show the refund in your account.

6. Personalised and made-to-specification products

The statutory right of withdrawal does not apply to goods made to your specifications or clearly personalised. This includes, for example, products made using customer-supplied wording, names, measurements, route data, designs or other individual specifications that result in a product made uniquely for that customer and not readily resalable.

The exception does not apply merely because a standard catalogue product is manufactured after an order is placed. A standard, non-personalised product remains subject to any applicable statutory withdrawal right.

Personalised and made-to-specification items remain fully covered by your legal rights if they are faulty, damaged, incorrect, not produced according to the agreed specifications or otherwise not in conformity with the contract.

7. Faulty, damaged, incorrect or misdescribed goods

Please inspect your order after delivery and contact info@cyclingartisan.com as soon as reasonably possible if an item is faulty, damaged, incorrect, incomplete or not as described. Providing photographs of the item and packaging may help us resolve transit damage quickly, but failing to contact us immediately does not remove your mandatory legal rights.

Depending on the circumstances and applicable law, you may be entitled to a repair or replacement free of charge. Where repair or replacement is impossible, disproportionate, not completed within a reasonable time or otherwise unsuccessful, you may be entitled to an appropriate price reduction or refund.

New consumer goods sold by a trader established in Spain generally benefit from a three-year legal guarantee of conformity. Mandatory rules in the country where you live may provide equivalent or additional protection. These legal rights apply to standard, sale and personalised products.

If we ask you to return a faulty, damaged, incorrect or misdescribed item, we will provide appropriate return instructions and cover reasonable return costs where required by law.

8. Sale items

Sale or discounted items retain all applicable statutory rights, including rights of withdrawal and rights relating to faulty or non-conforming goods.

Unless we state otherwise, sale items are not included in our additional voluntary return extension from day 15 to day 30.

9. Exchanges

For eligible change-of-mind returns, the simplest way to obtain a different product is normally to return the original item and place a separate order after the return has been arranged.

If an item is faulty, damaged or incorrect, contact us before placing another order so that we can arrange the appropriate remedy. Any exchange is subject to product availability.

10. Refunds under the voluntary 30-day policy

For a return accepted under our voluntary extension, we will inspect the item and notify you of the outcome. If the conditions in section 2 are satisfied, we will refund the eligible product price to the original payment method, normally within 10 business days after receiving and inspecting the return.

If more than 15 business days have passed since we confirmed a voluntary refund, please contact info@cyclingartisan.com.

This inspection and acceptance process applies only to the voluntary extension and does not make a valid statutory withdrawal dependent on our approval.

11. Order cancellations before dispatch

If you wish to cancel an order before dispatch, contact us as soon as possible at info@cyclingartisan.com. We will try to accommodate the request, but we cannot guarantee cancellation once production, personalisation or fulfilment has started.

This does not affect any statutory right of withdrawal that applies. However, the statutory withdrawal right does not apply to goods that are made to your specifications or clearly personalised, whether or not you ask to cancel before dispatch. We may nevertheless agree to cancel such an order at our discretion if production has not begun.

12. Business purchases

Statutory consumer withdrawal rights generally apply only to individuals acting mainly outside their trade, business, craft or profession. Returns of business-to-business orders are governed by the terms agreed for that order and any mandatory rights that apply.

13. Model withdrawal form

Complete and send this form only if you wish to withdraw from an eligible contract. You may send the same information by email or use our online withdrawal form instead.

To: Cycling Artisan, Passeig de sa Creu 5, 07316 Moscari, Illes Balears, Spain
Email: info@cyclingartisan.com

I/We hereby give notice that I/We withdraw from the contract for the sale of the following goods:

Goods:
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Email address:
Signature of consumer(s), only if this form is submitted on paper:
Date:

14. Contact us

For return, withdrawal, refund or guarantee questions, contact:

Andrew Westacott, trading as Cycling Artisan
Email: info@cyclingartisan.com
Postal address: Passeig de sa Creu 5, 07316 Moscari, Illes Balears, Spain