Advice before Returns and Exchanges
At GLERC BIKES UK, we want every customer to have a wonderful online shopping experience. That's why we are committed to providing a first-class return and exchange service, especially when it comes to product quality issues.
However, it should be noted that boxed bikes will incur significant shipping costs due to their large size. We strongly recommend that you carefully consider your decision before purchasing a bike. We only accept free returns and exchanges related to quality.
Extended Holiday Returns
Glercbikes UK fully guarantees the quality of ordinary products purchased during this period. If you have any questions or need help, please feel free to contact us at support@glercbikes.co.uk
Normal Return and Exchange Policy
Products purchased from glercbikes.co.uk can be returned or exchanged within forty-five (45) days of receiving your order.
Returned items must be new, unused, resalable, and include all original parts and accessories. We do not accept returns or refunds for assembled products.
Unless we have sent the wrong item or the product is damaged, all returns due to subjective reasons (e.g., dissatisfaction or change of mind) will require the customer to cover the return shipping costs.
For products with quality issues, we will offer free returns or exchanges. The definition of quality issues includes:
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Material Defects: Damage or functional failure due to material issues during use.
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Manufacturing Defects: Problems in the manufacturing process, such as poor seams or improper assembly of parts, which render the product unusable.
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Functional Failures: Unexpected faults or performance degradation under normal usage conditions, such as electric products failing to start or mechanical components malfunctioning.
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Cosmetic Damage: Damage to the product's appearance due to inadequate packaging or transportation issues, such as scratches or dents.
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Rust Issues: Noticeable rust appearing on the product at the time of delivery or early usage, affecting its appearance and functionality.
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Brake System Problems: Issues with the brake system, such as failure, unusual noises, or poor braking performance under normal use, presenting safety concerns.
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Missing Accessories: The product does not include original accessories or manuals.
We are not responsible for lost packages during the return process, packages refused back to the sender, or packages returned without prior authorization.
Please note: This return policy applies to direct shipments from glercbikes.co.uk. Returned items must be new, unused, and include all manufacturer packaging. Please package your return items carefully, as we will not accept returns that show signs of assembly, use, or damage.
Package Lost After Delivery
If the package has been confirmed as delivered (with proof of delivery, such as photos provided by the logistics company), but the customer reports that the package is missing, the customer should first investigate by checking any available surveillance footage and inquiring with neighbors. If the package is still not located, please contact local police authorities and provide relevant proof (e.g., a police report). If the package remains unfound after these steps, the customer is required to pay the shipping fee, and we will arrange for a reshipment of the item.
Clearance Product Return/Exchange Policy
Clearance products are unique and due to their special nature, the price is significantly reduced. Therefore, all sales of clearance products are considered final and we do not accept returns or exchanges for these items. Rest assured, every Clearance product goes through a rigorous quality check to ensure it meets our standards. If you receive a Clearance item that is damaged or defective, please contact our customer service team at support@glercbikes.co.uk and we will assist you accordingly.
Delayed Devliery Refund:
For orders with lost packages or delivery delays, we will urge the logistics company to deliver the package. If the package information has not been updated or the package has not been delivered 15 days after the delivery date, we will issue a full refund.
How to Start a Return/Exchange
Before returning the item, please provide the following information to help us process your return quickly:
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If the product is damaged: Please provide clear photos of the damaged area. This will help us understand the issue and offer a solution.
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If the return is not due to a product issue (e.g., change of mind): Please provide a photo showing that the package is unopened.
To initiate a return or exchange, simply click the link to visit our Contact Us page. Kindly provide the required images or documents to help us expedite the processing of your request.
GLERC BIKES UK values product quality and customer experience, which is the essence of our brand. If unfortunately you are not satisfied with our product, please contact us at support@glercbikes.co.uk to easily initiate a return or exchange. Please remember to provide your order number and the reason for your return or exchange. Our team will guide you through the process and we look forward to providing you with a better experience next time.
Return/Exchange Procedure
Once we receive a return or exchange request via email, we will respond immediately to guide you through the process. Please note that unauthorized returns or exchanges will be rejected. Please contact us before returning any product. If you return an item without our express authorization, we are not responsible for any potential loss of goods and your refund will be rejected.
Once your return or exchange is authorized, you are responsible for arranging the return shipment through a logistics provider of your choice. If the return is due to non-subjective reasons (e.g., defective product or shipping error), we will reimburse you for the shipping costs upon confirmation of the return. Please ensure that the product is securely packaged, including all original items, to avoid additional charges.
Once we receive your returned merchandise, we will inspect it to verify its condition. We will notify you by email as to whether your request for a full refund or exchange has been approved or denied. If approved, we will process your full refund or exchange within 1-3 business days. Refunds will be issued to the original method of payment and will take approximately 5-7 business days to appear in your account.
Delayed or Missing Refunds
If you do not receive your refund within the expected time, we recommend that you allow some additional processing time. In the event of further delays or concerns, please contact your bank or credit card company to inquire about the status of your refund. If they are unable to provide a solution, please contact us at support@glercbikes.co.uk. We will respond within 1-2 business days to provide you with further assistance.
Final Explanation Rights
The final interpretation rights belong to Glercbikes. We reserve the right to modify and explain the return policy. If you have any questions, please feel free to contact our customer service team.
Contact Us
If you have any questions or need assistance with a return or exchange, please feel free to contact our Customer Service team at support@glercbikes.co.uk We are here to help and will respond to your inquiries promptly. We recommend that you contact our customer service first before returning the product, and then return it to the original shipping address.
Contact email: support@glercbikes.co.uk
UK Warehouse Address: Worcester Worcestershire C/O Unit A Roundhouse Way
Thank you for choosing Glerc. Your satisfaction is important to us and we appreciate your understanding.
