Returns and Refund Policy

Here at Kona Bikes UK Ltd we would like you to be completely satisfied with products you purchase from us. We understand that occasionally mistakes can be made and there is sometimes a need to return or exchange the goods you purchased.

Returns & Exchanges

If you would like to return a product you purchased from us we would like the process to be as hassle-free as possible. To keep the process as smooth as possible please comply with the following:

• You have 14 days after receiving the goods to notify us of the return and a further 14 days to return these items
• Items must be unused and in the same condition you received them
• Your item must be in the original packaging
• A receipt or proof of purchase needs to be returned with the goods
• Returns are only accepted from the original purchaser
• Refunds for Custom Builds and Modified Products are at the managers discretion and subject to admin fees/labour charges
• A completed returns form needs to be complete and returned with the goods – Click here

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. After this inspection we will notify you on the status of your refund.

If your return is approved, we will initiate a refund to your original method of payment. We will issue the credit as soon as possible, no longer than 14 days.

Faulty Items

You will need to contact us soon as possible if you believe an item is faulty or received damaged.

Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later).

After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.

Products are normally covered by the manufacturers warranty, such as the Kona Warranty. If you are unfortunate and have to return your product due to a fault we will be happy to help with the return, replacement or repair process.

Shipping

You will be responsible for any shipping costs when returning or exchanging items. We will cover the costs when faulty items are returned, but you will need to contact us first and get approval of the return method and costs.

Distance/Online Selling

In addition to our Returns Policy, under the Consumer Contracts Regulations, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods.