Returns and Refunds Policy
Clear guidance on returning items, refunds, and what to do if goods arrive damaged or incorrect.
Returns - We do not accept returns unless an item is:
Refunds
This returns policy forms part of your contract with TCS. It explains your rights and our process for returning items, whether you have changed your mind or received a faulty, damaged, or incorrect product. Our aim is to make the process straightforward and transparent for every customer.
We sell household products, including compost bins, garden sheds, water butts, drying lines, wheelie bin stores, and waste water heat recovery systems and want you to be satisfied with your purchase.
Order Cancellations
For standard (non-bespoke) products, we may, at our discretion, accept cancellation or non-fault return requests. Please note:
Restocking and cancellation charges may apply.
For custom / bespoke, cancellations or non-fault returns are not accepted. These products are made to order and cannot be resold or repurposed. We strongly advise reviewing your order carefully before confirming it with Secure Cycle Store for processing.
You will need your order number and product details when contacting us for security and order management purposes.
How to Start a Return or Cancellation
To initiate a return, report an issue, or request a cancellation, please contact us:
Email: sales@securecyclestore.co.uk
Telephone: 01516011750
Our team will review your request and guide you through the next steps.
Replacement Parts
If a product or part arrives damaged or broken and you would like to resolve this with replacement parts or this is deemed by SCS as the best resolution for your order:
Replacement requests must be made within (2 business days) of receiving delivery.
Please note:
Returned items must be received and inspected before replacements are dispatched.
Returns and replacement deliveries do not occur simultaneously.
Missing Items
If any items are missing from your order:
Contact us within (2 business days) of receiving delivery.
We may request additional information (such as photos or item descriptions). If the items cannot be located, we will offer a replacement or refund at our discretion and agreement by SCS.
Incorrect Items Received
If your order does not match the itemised description:
Notify us within (2 business days) of receiving delivery.
Goods must be checked at the customers discretion before signing the delivery note to confirm handover of goods responsibility.
We aim to respond to all emails within one working day.
Return Shipping
Returned items must be unused, undamaged and in their original packaging.
Items must be packaged securely to prevent damage during return.
All returns are inspected before any refund, repair, or replacement is approved by SCS.
Items remain the customer’s responsibility and at their risk until they are received by Secure Cycle Store.
We recommend using secure, trackable shipping and appropriate packaging to maintain the safety of your package.
Late Claims
Any issues must be reported within (2 business days) of receiving delivery.
Claims made after this period may be refused and will be treated as customers acceptance of the goods.
If a product claimed to be faulty is found to be in full working condition, we reserve the right to:
Charge for return shipping.
Contact Us
If you have any questions about returns, refunds, or your order, please contact our customer support team. We’re here to help ensure a smooth and transparent experience with Secure Cycle Store.
Frequently Asked Questions
How long do I have to return an item?
Who pays for return postage on a change-of-mind return?
What if my item arrived damaged?
Can I return a compost bin or water butt that I have already set up in my garden?
How long does a refund take to appear in my account?
Can I exchange an item instead of getting a refund?
Do you offer support for builders or contractors handling returns?
Still have questions about returns or refunds?
Our team is here to help. Get in touch with us and we will guide you through the process.
This policy does not affect your statutory rights under UK consumer law. For more information on distance selling regulations, you can refer to the UK government guidance for online businesses.
Continue browsing our products or visit our contact page for further assistance.