Returns, Refunds & Warranty Support

Returns Policy

This policy explains how cancellations, returns, faults and warranty claims are handled by Garland Powersports.

Nothing in this policy limits or excludes your statutory rights under UK consumer law.

Quick Summary

• Eligible unused products may be returned under our voluntary 30-day returns policy.
• Online customers normally have a statutory 14-day cancellation period.
• Riding or extensively using a bike goes beyond the inspection normally permitted for a change-of-mind return and may result in a deduction for diminished value.
• A bike alleged to be faulty must be returned or made available for inspection before the claim can be assessed.
• Damage caused by a crash, misuse, incorrect assembly, modification or inadequate maintenance is not an inherent product fault.
• Manufacturer warranties are additional to, and do not replace, statutory rights against Garland Powersports.

Our Voluntary 30-Day Returns Policy

In addition to your statutory rights, Garland Powersports accepts eligible change-of-mind returns requested and returned within 30 days of delivery.

To qualify under this voluntary policy, the product must be unused, undamaged and complete, with all keys, chargers, manuals, accessories and original packaging.

We may refuse a voluntary return, or make a reasonable deduction, where a product has been ridden, used, assembled, damaged, modified or returned incomplete. This does not affect any separate rights you may have where goods are genuinely faulty.

Online Order Cancellation Rights

For most products purchased online, you may cancel without giving a reason by notifying us within 14 days beginning the day after delivery. After notifying us, you normally have a further 14 days to return the goods.

You may examine a product only as you reasonably would in a shop. You are responsible for any reduction in value caused by unnecessary handling, assembly, riding, use, damage or alteration beyond what is needed to establish the product’s nature, characteristics and operation.

If a bike has been assembled, ridden outdoors or crashed, we will inspect it and may make a lawful deduction for any resulting loss in value.

Genuinely personalised or made-to-order goods may be excluded from cancellation rights where the law permits. A product is not automatically excluded merely because it was ordered specially.

Built & PDI Services

A professional build and pre-delivery inspection service is available to select at checkout on applicable bikes.

Where you expressly ask us to begin or complete this service during the cancellation period, the service charge may be payable or non-refundable once the service has been fully performed, where permitted by law. This does not remove any statutory rights relating to the bike itself.

Boxed Bikes, Assembly & Pre-Ride Checks

Boxed bikes are supplied requiring assembly, adjustment and safety checks before use. The applicable manufacturer instructions, product listing and warranty conditions must be followed.

Where the product requires professional assembly or a PDI, this must be completed by a suitably qualified and competent mechanic. A record or invoice should be retained as evidence.

Before every first ride, all safety-critical components must be checked. This includes brakes, calipers, discs, wheels, axles, handlebars, steering, suspension, chain, controls, fasteners and tyre pressures. Components fitted at the factory must still be checked before use.

Do not ride a bike if any component is loose, incorrectly adjusted, damaged or not operating correctly.

We are not responsible for faults or damage caused by incorrect assembly, inadequate checks, unauthorised alteration, misuse, neglect or accident. If causation is disputed, the bike may need to be inspected before responsibility or a remedy can be determined.

Faulty Goods & Statutory Rights

Goods must be of satisfactory quality, fit for purpose and as described. If you believe a product was faulty when supplied, please stop using it and contact us promptly.

During the first 30 days, you may have a short-term right to reject goods that did not conform to the contract when supplied. We may ask for information and inspect the product to establish the reported fault and its cause.

After the initial 30-day period, the normal first remedy is repair or replacement, subject to the Consumer Rights Act 2015. Any remedy must be provided within a reasonable time, without significant inconvenience and in accordance with the law.

A report of a fault does not automatically establish that the product was defective when supplied. Inspection may be necessary, particularly where the product has been assembled, ridden, adjusted, modified or involved in an accident.

Customers cannot claim for damage they caused themselves, ordinary wear and tear, unsuitable use, incorrect assembly, inadequate maintenance or unauthorised modification.

Fault Assessment & Inspection

We may initially request photographs, videos, diagnostic information, the frame or chassis number and a description of the circumstances in which the issue occurred.

Where remote assessment is not sufficient, the product must be returned or made available for collection so it can be inspected safely. Please keep the product, packaging and all components in their current condition and do not attempt further repairs or adjustments unless instructed by us.

We will record our findings and confirm whether the issue appears to be an inherent fault, assembly or setup issue, accident damage, misuse, wear and tear or another cause. We will then explain the appropriate outcome and your available remedies.

Do not arrange third-party repairs or incur costs without our written approval, as unauthorised work may affect our ability to assess the original condition and may not be reimbursed.

Manufacturer Warranties

Warranty periods and coverage vary by brand and model. Please refer to the product listing and the relevant brand warranty terms.

Manufacturer warranties may exclude consumables, wear and tear, labour, accident damage, water damage, competition use, misuse, modification and incorrect assembly.

Where a valid manufacturer warranty claim is accepted, the remedy may involve diagnosis, replacement parts, repair or replacement in line with the applicable terms.

A manufacturer warranty is additional to your statutory rights. Garland Powersports remains responsible for dealing with statutory claims relating to goods purchased from us.

Damage or Problems on Delivery

Please inspect your order as soon as possible. If it arrives damaged, incorrect or incomplete, contact us promptly—ideally within 48 hours—so we can raise the matter with the courier and preserve the available evidence.

Please retain the packaging and provide your order number, photographs of the packaging and product, and a description of the problem.

Failure to report the issue within 48 hours does not remove your statutory rights, although a delay may make courier damage more difficult to establish.

Return and Collection Costs

For a change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods unless we have agreed otherwise.

If goods are confirmed as faulty, incorrect or not as described, Garland Powersports will bear the reasonable return or collection cost where required by law.

Because bikes are large and high-value products, please follow our return instructions and use an appropriately insured service. We cannot accept liability for a customer-arranged return that is lost or damaged in transit.

Refunds

Returns will be inspected before the final outcome is confirmed.

For a valid online cancellation, we will issue the refund within 14 days of receiving the goods back or receiving satisfactory evidence that they have been returned, as applicable.

Where a customer is legally entitled to reject faulty goods, the refund will be issued without undue delay and within 14 days after entitlement to the refund has been agreed.

Refunds are made to the original payment method. Your bank or payment provider may take additional time to display the funds.

For eligible online cancellations, the basic standard outbound delivery charge will be refunded. Any additional amount paid for an enhanced or express delivery service is not refundable unless required by law.

Klarna and Finance Orders

Refunds for Klarna or other finance orders must be processed through the original order and payment provider. The provider will update the payment schedule or account once the refund has been issued.

Please continue making any payments due until your payment provider confirms otherwise.

Items Not Eligible for Our Voluntary Return Policy

Unless faulty or otherwise covered by statutory rights, our voluntary change-of-mind policy does not cover:

How to Start a Return or Fault Claim

Contact us with your order number, contact details and the reason for your request. For a reported fault, include clear photographs or video where possible.

Please do not send a bike or other large item back without return instructions. This helps ensure it is correctly identified, transported safely and processed promptly.

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