Refund policy

Last updated: 9 November 2026

At Ride Collective, we want you to have a clear and straightforward return experience. This policy explains our return window, product eligibility, return shipping arrangements, exchanges, and refunds for purchases made through ridecollective.co.uk.

1. Return Window

You may request a return within 90 days after the product is delivered to you.

To begin a return, contact us at infos@ridecollective.co.uk before sending the product back. We will provide the applicable return instructions.

2. Return Eligibility

We accept returns of eligible defective and non-defective products, subject to the following conditions:

  • The return request is made within 90 days after delivery.
  • The product is new, unused, and in its original condition.
  • The product has not been used or damaged after delivery, except to the extent necessary to identify a defect or as otherwise protected by applicable law.
  • The return is arranged in accordance with the instructions provided by our customer service team.

Our standard return policy is configured for new products. If you receive a defective, damaged, incorrect, or otherwise nonconforming product, contact us so we can review the issue and determine an appropriate resolution under our policy and applicable law.

Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted.

3. How to Request a Return

  1. Contact us: Email infos@ridecollective.co.uk with your order number, the product you wish to return, and the reason for the return.
  2. Receive instructions: We will provide the applicable return instructions and information about obtaining your return shipping label.
  3. Prepare the product: Ensure the product is in the eligible condition described in this policy and package it securely for mailing.
  4. Send the return: Use the return mailing instructions and the return label provided or arranged by Ride Collective. Return shipping is paid by us under this policy.
  5. Review and refund: Once we receive the returned product, we will review the return and determine whether a refund is approved. We will process approved refunds according to the terms below.

Please contact us before mailing a return so that we can provide the correct instructions. Do not send products to our business contact address unless we specifically confirm that it is the appropriate return destination.

4. Return Shipping Costs and Labels

Ride Collective pays the return shipping costs for eligible returns. Our return settings provide for a return label that can be downloaded and printed at no cost to the customer.

Please contact us at infos@ridecollective.co.uk to obtain the applicable return instructions and label arrangements before sending your product.

We do not charge a restocking fee for returns under this policy.

5. Exchanges

We accept exchange requests for eligible products within the 90-day return window, subject to product eligibility and availability.

To request an exchange, email infos@ridecollective.co.uk with your order number, the product you wish to exchange, and details of the product you would like instead.

Contact us before returning the original product so we can explain the applicable procedure. If the requested replacement is unavailable, we will discuss the available options with you, subject to applicable law.

6. Defective, Damaged, or Incorrect Products

If your order arrives defective, damaged, incorrect, or materially different from the product description, contact us at infos@ridecollective.co.uk as soon as reasonably possible.

Please include your order number and a description of the issue. Photographs may help us understand the problem, where appropriate.

We will review the circumstances and explain the available resolution. Depending on the situation and applicable law, a resolution may include a return, replacement, exchange, or refund.

This policy does not restrict any mandatory remedies or consumer rights that apply to defective or nonconforming products.

7. Refund Processing Time

Approved refunds are processed within 7 business days after we have received the returned product and approved the refund.

This period refers to our refund processing time. Your bank or payment provider may require additional time to process the transaction and display the funds in your account.

We cannot guarantee the exact date on which a refund will appear in your account because this depends in part on the relevant financial institution or payment provider.

8. Refund Method

Approved refunds are issued to the original payment method used for the purchase.

If you have questions about a refund or believe a refund has not been processed correctly, contact us at infos@ridecollective.co.uk and include your order number.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at infos@ridecollective.co.uk. We allow cancellation requests before an order has been dispatched.

Once an order has been dispatched, cancellation through this procedure may no longer be possible. You may contact us to discuss the applicable return process.

Any cancellation or refund will be handled in accordance with applicable law and the circumstances of the order. This section does not remove any statutory cancellation or withdrawal rights that may apply. In particular, under the Consumer Contracts Regulations 2013 you may cancel an online order for any reason within 14 days of the day after you receive it.

10. Contact Us

If you have questions about returns, exchanges, or refunds, please contact us:

[Owner or company name]
Trading as Ride Collective
Tom Williams House, London, SW6 7SA, United Kingdom
Email: infos@ridecollective.co.uk

Business hours: Monday–Friday, 9:00 AM–5:00 PM UK time (GMT/BST). Closed Saturday and Sunday.

We will review your inquiry and provide assistance in accordance with this policy and applicable law.