Shipping and Returns

Dispatch Times

Orders are generally dispatched within 24 hours after payment has been received. Smaller items are shipped via postal services, while larger items (complete bikes, frames, bars, etc.) are shipped via courier.

Delivery Costs

Delivery costs are additional to the displayed product price and vary depending on:

  • Delivery country

  • Weight and size of goods

  • Quantity of items ordered

The total price, including delivery charges, is confirmed at checkout.

Orders cannot be combined after checkout. Separate orders will incur separate postage charges.

Delivery Estimates

We aim to deliver all orders within the estimated timeframes shown on our website. Please note:

  • Weekends and bank holidays may affect delivery times

  • If an item is out of stock or special‑order, we will contact you via email or phone

  • Please provide a valid contact number when ordering

Courier Delays & External Factors

Waller BMX is not responsible for delays caused by:

  • Couriers

  • Suppliers

  • Customs

  • Weather

  • Industrial action

  • Incorrect addresses

  • Circumstances outside our control

Risk & Responsibility

Risk passes to the customer once delivery is confirmed by the courier.

Customers must ensure delivery addresses are correct before checkout. Orders returned due to incorrect addresses or refused delivery may incur additional shipping and handling charges.


Import Costs for Customers Outside the UK

Waller BMX ships all international orders Delivered Duty Unpaid (DDU).

This means customers outside the UK are responsible for:

  • Import tax

  • VAT

  • Customs duties

  • Handling fees

  • Clearance charges

Waller BMX is not responsible for these charges. Please check with your local customs authority for expected costs.

If a customer refuses to pay import charges and the order is returned, refunds may be reduced by:

  • Original shipping

  • Return shipping

  • Courier fees

  • Customs handling

  • Payment processing fees

  • Restocking/handling fees


RETURNS POLICY

UK Customers – Statutory Cancellation Rights

Customers have a legal right to cancel online purchases within 14 days of receiving the goods.

If a customer cancels within this period, Waller BMX will refund:

  • The full item price

  • The cost of standard outbound delivery

Refunds are issued once the goods have been returned.

Condition of Returned Goods

Returned items must be in resaleable condition, meaning:

  • Unused

  • Unfitted

  • Unassembled

  • Clean

  • In original packaging with all materials included

Customers may inspect goods as they would in a shop, but must not use them. Refunds may be reduced if the value of the goods has been diminished due to:

  • Use

  • Damage

  • Missing packaging

  • Signs of installation

  • Wear

  • Unclean condition

This deduction is permitted under UK law.

Non‑returnable Items

The following items cannot be returned unless faulty:

  • Special‑order items

  • Custom builds

  • Custom wheel builds

  • Workshop labour or services already begun

  • Cut, installed, or modified parts

  • Made‑to‑order items

  • Sealed items opened after delivery

  • Clothing showing wear

  • Used tyres

Returns Outside the 14‑Day Cancellation Period

For returns made outside the statutory cancellation period (30‑day store policy):

  • Refunds are at Waller BMX’s discretion

  • Original postage may not be refunded

  • Payment processing fees may be deducted

  • A handling/restocking fee may apply where permitted

Premium Delivery Services

If a customer selected a premium delivery option (e.g., next‑day), only the cost of standard delivery will be refunded.


Returns Procedure

Before returning an item, customers must contact Waller BMX so we can process the return. Failure to contact us may delay the refund.

Customers must pay return postage unless the return is due to a fault or an error by Waller BMX.

Please include a note with:

  • Your name

  • Contact details

  • Order number

  • Reason for return

  • Preferred outcome (exchange, store credit, refund)

Items not meeting the returns criteria will be returned to the customer.


Special‑Order Returns

Special‑order items are ordered specifically to fulfil your request and are not part of our regular stock. As these items are exempt from standard cancellation rights under UK consumer law, returns may be subject to:

  • A 10% supplier restocking fee

  • Return postage fees back to the supplier

  • Any additional supplier handling charges

These fees cover costs incurred by Waller BMX when returning specially ordered goods.


Postage Refunds on Returns

Waller BMX will refund outbound postage only when:

  • The item is faulty

  • We made an error

  • The customer cancels within the 14‑day statutory period (standard delivery only)

For returns outside statutory rights:

  • Outbound postage is not refunded

  • If the order originally qualified for free delivery (e.g., over £75), Waller BMX may deduct the actual shipping cost paid to send the order

This does not affect your statutory rights.


Returns Address

Waller BMX Limited
Mailbox 16
39/40 Alison Business Centre
Sheffield
S2 1AS
UK