It is important to everyone at Oneplanet Adventure that you are over the moon with your new purchase. However, if for any reason you aren’t, we do offer a 365-day returns policy. Items purchased from the Oneplanet Adventure website, with the exception of custom-built bikes, wheels or ex-demo / ex-rental bikes can be returned, provided the item has not been used or fitted and is in its original packaging with a valid proof of purchase.
The quickest way to return an item to us is to drop it into the store with the original receipts and packaging that came with the order here at Oneplanet Adventure, Coed Llandegla Forest, Ruthin Rd, Llandegla, LL11 3AA. But if you wish to return your purchase by post simply complete our returns form, which we send out with every order, and provide us with all the details of why you wish to return your purchase with again the original receipt or invoice and all the packaging that came with the order. Once you have completed the Returns Form send your package back to us at Oneplanet Adventure, Coed Llandegla Forest, Ruthin Rd, Llandegla, LL11 3AA.
If you've lost your returns form or wish to return an item under warranty, CLICK HERE to take you to where you can download the return form.
It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service. Please ensure that the service you use covers the value of the goods in the parcel. Return shipping costs are non-refundable unless an item is found to be faulty, in which case any postage costs will be reimbursed following our assessment of the product. To ensure your return arrives safely at the centre, we recommend using Royal Mail as they are aware of what to do with our returns from customers.
It can take 5 days for your parcel to reach us depending on the postal service that is used. Once we receive your parcel we will aim to inspect and process your return within 24 hours. Refunds can take up to 5 days to appear in your account. Credit and debit card refunds must be made to the card used for the original purchase. You will receive an email update upon the completion for your return.
If you wish to exchange an item for any reason the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund.
Cyclescheme / V12 Finance
If you have made a mail order purchase using our online finance option or through Cyclescheme and would like to return your purchase, please contact us on 01978 751656 or email us, hello@oneplanetadventure.com, before returning your item.
Faulty items and warranty claims
If you believe an item you have received from us is faulty please contact us by email or phone before returning the item.
All products purchased from Oneplanet Adventure come with a full warranty which covers manufacturing faults and defects in workmanship. If you feel that your purchase has developed a fault, please call or email us. If you email, it is really helpful to include photographs of your product and please also include your original order number.