return
Returns & Repairs
Changed your mind – 30 days Returns Policy
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.
DRAIS1817.com defines “as new” condition as unridden, 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 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 or order number.
This does not affect your statutory rights.
How to Return
To initiate a return by post, you need to contact us via our email address: sales@drais1817.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. Drais1817.com 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.
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 (ideally the order confirmation) for the return to be processed.
Once your refund has been approved by the Drais1817 Team, 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.
A returns address will be provided by email once agreed.
Klarna Returns
If you paid using one of Klarna’s payment products – ‘Pay in 3’ we will instruct Klarna to arrange for any agreed value to be repaid.
This may take longer than a direct refund because Klarna needs to arrange for this refund following our instruction.
For more details of Klarna’s refund policies, please click here.
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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 sales@drais1817.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.
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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. To do this you will need to to contact us by email: sales@drais1817.com to activate your warranty repair.
Kindly quote your order number and details of the fault - please also attach images or a short video that demonstrates the problem if possible.
All repairs are assessed by the Drais1817 Team 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. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.
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 sales@drais1817.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 support you through the next steps depending on the conditions set out in the manufacturer’s warranty.
*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.
Please note – any fault caused due to misuse of a product, including water ingress or external damage where this is not included in the manufacturer’s policy, may void the warranty. We strongly recommend that you read the product manual and warranty before using your product to avoid accidental voiding of your warranty.
