Refund policy

Returns & Refund Policy

Carl Sullivan Cycles Ltd
County Fermanagh, Northern Ireland
Last Updated: [23/02/2026]

Carl Sullivan Cycles Ltd ("we", "us", "our") is committed to providing high-quality bicycles, e-bikes, parts and accessories. This policy sets out your statutory rights and our returns procedures in accordance with the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 and other applicable UK legislation.

Nothing in this policy affects your statutory rights.

1. Your Right to Cancel (Distance Selling Regulations)

If you purchase goods online, by phone or by email, you have the right to cancel your order within 14 days without giving any reason.

Cancellation Period

The cancellation period expires 14 days after:

  • The day you receive the goods; or
  • The day a third party (other than the carrier) receives the goods on your behalf.

To exercise your right to cancel, you must notify us in writing by email at:
carlsullivancycles@gmail.com

You must then return the goods within 14 days of notifying us.

Effects of Cancellation

If you cancel within the statutory period:

  • We will refund the price paid for the goods.
  • Standard delivery charges will also be refunded.
  • You are responsible for return delivery costs unless goods are faulty or misdescribed.

Refunds will be issued using the same payment method used for the original transaction within 14 days of receiving the returned goods (or proof of return).

2. Condition of Returned Goods

You are responsible for taking reasonable care of the goods while in your possession.

We may reduce your refund to reflect any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (similar to what would be permitted in a physical shop).

Bicycles

Returned bicycles must:

  • Not have been ridden outdoors.
  • Show no signs of wear, damage, or modification.
  • Be returned in original packaging with all manuals, tools and accessories.

If a bicycle has been assembled or ridden outdoors (unless faulty), we reserve the right to refuse the return or apply a deduction.

3. E-Bike Specific Returns & Safety Conditions

Due to the nature of electric bicycles and lithium-ion batteries, the following additional conditions apply:

E-Bike Usage

An e-bike will be considered used if:

  • The battery has been charged.
  • The motor system has been activated.
  • The bike has been ridden outdoors.
  • The odometer shows mileage beyond initial workshop testing.

Used e-bikes cannot be returned under the 14-day cancellation right unless faulty.

Lithium-Ion Batteries

  • E-bike batteries are classified as hazardous goods.
  • Batteries must not be returned via standard post.
  • We will provide instructions for safe and compliant return shipping where applicable.
  • Damaged or improperly packaged batteries may be refused by couriers.

Software & Electrical Systems

  • Firmware updates or system diagnostics may affect return eligibility.
  • Any unauthorised modification, tuning, derestriction, or alteration of motor systems voids eligibility for return and warranty.

4. Faulty, Damaged or Misdescribed Goods

Under the Consumer Rights Act 2015:

Within 30 Days of Delivery

If goods are faulty, you are entitled to reject them and receive a full refund.

After 30 Days (Up to 6 Months)

We are entitled to offer a repair or replacement before issuing a refund.

After 6 Months

You may be required to prove that the fault was present at the time of delivery.

Transit Damage

If goods arrive damaged:

  • Notify us within 48 hours of delivery.
  • Provide photographs of the packaging and damage.
  • Retain original packaging for inspection.

We reserve the right to inspect goods before confirming a refund or replacement.

5. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Custom-built or made-to-order bicycles
  • Special order items sourced specifically for a customer
  • Personalised products
  • Gift cards
  • Opened safety equipment including helmets
  • Inner tubes, lubricants, sealants and consumables once opened
  • Workshop services once completed

6. Exchanges

Exchanges are subject to stock availability.

If exchanging for:

  • A higher-value item — you must pay the difference.
  • A lower-value item — we will refund the difference.

Return shipping costs remain the responsibility of the customer unless goods are faulty.

7. Refund Processing

Refunds will:

  • Be issued to the original payment method.
  • Be processed within 14 days of receiving returned goods or proof of postage.
  • Exclude express delivery upgrades unless goods are faulty.

Finance purchases (including third-party finance providers) will be refunded in accordance with the provider’s terms.

8. Warranty

Bicycles, e-bikes and components may include manufacturer warranties.

Warranty claims:

  • Are subject to manufacturer terms.
  • Do not cover normal wear and tear.
  • Do not cover accidental damage, misuse, poor maintenance, corrosion, water ingress, or unauthorised modifications.
  • Require proof of purchase.

E-bike motor and battery warranties are provided by the component manufacturer and may require diagnostic inspection.

9. Return Shipping Responsibility

Customers are responsible for:

  • Securely packaging items.
  • Using insured and trackable shipping.
  • Ensuring lithium batteries are returned in compliance with courier regulations.

We are not responsible for items lost or damaged during return transit.

Return Address:

Carl Sullivan Cycles Ltd
81 Church Hill Road, Drummenagh Beg, Derrygonnelly, County Fermanagh
Northern Ireland
BT93 6BR
United Kingdom

10. Incorrect Orders

If you receive incorrect goods, please notify us within 7 days of delivery. We will arrange return shipping at our expense and provide a replacement or refund.

11. Chargebacks & Disputes

Customers agree to contact us directly to resolve any issue before initiating a payment dispute or chargeback. We reserve the right to recover costs incurred due to fraudulent or unjustified chargebacks.

12. Contact Information

Carl Sullivan Cycles Ltd
81 Church Hill Road, Drummenagh Beg, Derrygonnelly, County Fermanagh
Northern Ireland
BT93 6BR
United Kingdom
Email: carlsullivancycles@gmail.com
Phone: 07736 949618