Custom Riders is a rider run & rider owned bmx store that has been running for over 30 years. We have one of the largest online stocks of BMX bikes and BMX parts from all of the top brands, such as: Cult, Odyssey, We The People, Eclat, Profile, Proper, Vocal, Fit Bike Co, S&M, Haro, Mongoose, Sunday, Shadow, Federal, Demolition, Alienation, Primo and many more. We've got plenty of deals and sale items so get stuck in and grab yourself a bargain. Don't forget that you can always visit our store/showroom based in Letchworth, Hertfordshire, SG6 1NE.

With daily updates on our stock, we're rarely out of the hot products. You can buy online with a few simple clicks through our site. All transactions are secure. Want your delivery fast and cheap? No problem! We provide free UK delivery on all orders over £50 and same day dispatch on orders placed before 2pm!

617 Jubilee Road Letchworth SG6 1NE

Custom Riders BMX Bikes | Parts | Clothing Returns Policy

30-Day Money-Back Guarantee

We want our customers to be able to buy with confidence. At Custom Riders we offer a 30-day money-back guarantee. If for whatever reason you are unhappy with your purchase, simply return the unused item, in its original packaging and we will issue you with a refund or replacement.

Please note we can not accept returns on Custom Bike build or Custom Wheels as these are made to order.

How do I return an item?

When you receive your order you should also receive a returns form. If you would like to return an item, simply indicate the items that you would like to return and what you would like us to do (i.e. refund or replace) and we will do the rest. If you can’t find or don’t have your returns form, just email or write a note to us with your invoice number, name and what you would like us to do i.e. refund or replace.

How long will it take for my return to be processed?

Returns are typically processed on the day of receipt. With refunds usually being processed the same day.  Please be aware that although refunds are processed straight away, it can take up to 5 working days for the amount to show back on to your card.

Who pays for returning an item?

Unless the item has been sent in error or is faulty, it will be the customer’s responsibility for any costs involved in returning an item.

In the event that an item has been sent in error or is faulty, we will pay for the return postage cost. We will refund up to a maximum of £8.00 (unless agreed beforehand in writing). If you believe that you have been sent an item in error or think that it may be faulty, please contact us on 01462 650740 or send an email with details of the error/fault to info@customriders.com and we will get back to you with details on how to proceed.

My item is faulty, how long will it take?

In the event of a faulty/defective product, we may need to return the item to the supplier/manufacturer for inspection.  Please be aware that we may require authorisation from the supplier of the item before we proceed with the warranty claim, so please be patient. We will keep you updated throughout the process.

Please be aware that for a warranty to take place, there is usually a process of getting photographic evidence and / or returning the item back to us. This will vary depending on the manufacturer and the problem itself. You can read our full warranty policy here.

Please note we are unable to accept returns on custom wheels or custom bikes.

 

Warranty and how it works.

 

What is your warranty policy?

We work hard to ensure that all the items that we sell are to the highest standards of quality. On the odd occasion that you do experience a problem we want to ensure that we get this resolved for you as quickly and efficiently as possible.

When you receive an order from us, it’s important to inspect the product before you install it, as it is much easier to resolve an issue before it has been fitted as there is no essence of blame on behalf of the customer due to improper fitting or user error.

What is not covered under warranty?

  1. Improper fitting, poor maintenance and abuse derived from neglect will not be covered under our Warranty Policy.
  2. We will not cover general wear and tear on tyres, inner tubes, brake pads, cables, chains or bearings. This will be considered as general wear and tear that comes from BMX riding.
  3. Tyre blowouts, damage to the sidewall or the tyre tread will not be considered warranty in most cases.
  4. Bending or denting of bars, frames, cranks, rims or forks are not due to manufacturing defects, so will not be considered a warranty issue.
  5. Clear coated bikes/frames/forks/bars/cranks will not be warrantied against cosmetic damage that may arise from dampness getting under the lacquer.
  6. Warranties are non-transferable and will only cover the original purchaser. All warranty claims will require the original proof of purchase.
  7. Costs incurred due to loss of use, alongside any labour charges, due to a warranty claim being made, are not covered under our Warranty Policy.

If a replacement or repair is not available on your warranty claim, we may offer an alternative item of the same/higher value. Alternatively a proportional refund (equivalent to the remaining life of the product) could be offered in this event.

We will always work in the interests of our customers to ensure our warranty claims are resolved with the manufacturer to a satisfactory manner. In the event that we are unable to provide a satisfactory outcome, we will inform the customer with the decision that has been made.

This does not affect your statutory rights.

 

How do I make a Warranty claim?

If you believe that you have a product that is considered a warranty, please call us on 01462 650740 or email us at info@customriders.com detailing the following information:

1.     When the product was purchased

2.     What the problem is with the item and the events that lead up to the issue

3.     Any images or videos you can take of the issue

Once we have received the above information, we will speak with the manufacturer and assess the situation. We may ask for the item to be returned back to us for further inspection or repair. If the item needs to be returned and it is agreed that that it is a warranty, we will refund your return postage cost up to the value of £8.00.

How long will the warranty process take?

Each manufacturer will have different times and policies related to warranties. So it can vary from brand to brand. However we will always push to get the case resolved and a decision made as quickly as possible, as we are aware how frustrating it is being off your bike.

Once a warranty decision has been made we will inform you of the outcome and what is needed to be done to proceed from there.