General
To obtain a full refund, within 30 days of receiving the item you must inform us that you will return the goods in an ‘as new’ condition. How to do this is detailed below.
LIOS Bikes ‘as new’ condition as unridden/unused, with all parts, manuals and accessories included in the original box and packaging.
Returned items will be checked by one of our specialists to ensure they meet the criteria set out in this returns policy.
Refunds will be processed within 14 days of us receiving the returned item, using the same method of payment used for the original purchase. We will deduct our original shipping cost and we may deduct reasonable amounts from the purchase price minus value diminishment deductions should your product be returned not in an ‘as new’ condition. Credit & debit card refunds must be made to the card used for the original purchase.
Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with. We are unable to offer any refund without a valid receipt.
This does not affect your statutory rights.
How to Return
Free Returns to our Store
You can return items back to our store free of charge within 30 days of receiving the item. Simply take your purchase and original receipt into our store. You can then choose to get the item refunded or exchange it for an alternative product.
Refunds will be processed using the original payment method.
The goods must be returned in an ‘as new’ condition with all components/parts included in their original box and packaging.
Returning by Post/Courier
To initiate a return by post, you need to contact us via our email address: mail@liosbikes.com. Please include your order number and the reason for your return in your email. All such information must be received by us within 30 days of you receiving your product.
If you choose to return by post, you'll need to cover the cost of postage. It is your responsibility to ensure that the item is returned to us in a safe and secure manner. LIOS Bikes cannot be held responsible for any damage caused during posting. We suggest that you use a recorded postal/courier service.
Refunds will be processed using the original payment method and we will deduct our original shipping cost.
The goods must be returned in an ‘as new’ condition with all components included in their original box and packaging.
You must include in the box a copy of your name and order number for the return to be processed.
Once your refund has been approved by the LIOS Bikes technician, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.
Returns Address
LIOS, Unit 8 - Invincible Building, Daedalus Park, Lee-on-the-Solent, Hampshire, PO13 9FX
Cancelling Your Order
Before Dispatch
If you would like to cancel your order before the product has been dispatched to you, please contact our customer services team via email at mail@liosbikes.com, quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.
What if my order has already left the warehouse?
As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, we will confirm this and help you to arrange a return.
Faulty/Damaged Items
If you receive your item and it is faulty, damaged, or develops a fault under normal use* within 30 days of delivery, then you can return it to us for repair, replacement or refund. The fastest response we can offer is to take your product into our store for an assessment. To do this you will need to take your proof of purchase.
To initiate a return by post you must contact us via our email address: mail@liosbikes.com quoting your order number and details of the fault. If you can, please also attach images or a short video that demonstrates the problem.
All returns are assessed by a LIOS technician and the fault must be confirmed before further action can be taken. This assessment process can take up to five working days from us receiving the product.
All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.
*normal use is defined under the manufacturer’s warranty.
Faulty after 30 days
If your product develops a fault through normal use* after the initial 30 day return period, you may still be entitled to have your product repaired at no cost under warranty.
Please email us at mail@liosbikes.com quoting your order number and details of the fault attaching images or a short video that demonstrates the problem so that we can advise the next best steps. We will either advise to take your product into our store for an assessment or we will support you through the next steps depending on the conditions set out in the manufacturer’s warranty.
Proof of purchase is required with all potential warranty claims. Faults that manifest through normal use within the first six months of you receiving the product will be presumed to have been present on the date you received the product. If a fault is raised to our attention after those six months, you will need to demonstrate evidence that the fault was present in the product on the date you received it.
*normal use is defined under the manufacturer’s warranty.
Please note, any fault caused due to misuse of a product, or external damage where this is not included in the policy, may void the warranty.