At Carrera Store, we take pride in delivering premium cycling gear with the same precision as assembling a high-performance bike. However, if you need to return or exchange an item, our process is as smooth as a well-oiled chain.

Our Return Policy

We accept returns within 15 days of receiving your order. Items must be:

  • In original condition (unused, with tags attached)
  • In original packaging (including all accessories and documentation)
  • Accompanied by proof of purchase

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Bike Locks (once opened/used due to security reasons)
  • Cycling Technology with activated software licenses
  • Hand Tools that show signs of use

Electric bikes and mountain bikes may have additional return restrictions – please contact us before returning these items.

How to Initiate a Return or Exchange

Follow these steps to process your return:

  1. Contact Us: Email [email protected] with your return request (see template below)
  2. Wait for Authorization: Our team will respond within 2 business days with return instructions
  3. Package Securely: Repack items with original packaging materials
  4. Ship Back: Send to our Cardiff address using a trackable service (return shipping at your expense)
  5. Inspection: We’ll inspect items upon receipt (typically within 3-5 business days)
  6. Processing: Refund or exchange processed within 5 business days after approval

Return Email Template

Use this template to request your return:

Subject: Return Request – Order #[Your Order Number] Dear Carrera Store Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Item(s) to return: [Product Name(s)] – Reason for return: [Please specify] – Preferred resolution: [Refund/Exchange for [Product Name]] I confirm that the item(s) are in original condition with all packaging and accessories. Please advise next steps. Best regards, [Your Full Name] [Your Contact Number]

Refund Information

Once your return is approved:

  • Timing: Refunds processed within 5 business days after we receive and inspect your return
  • Method: Refunded to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Note: Depending on your bank/payment provider, it may take additional 3-5 business days for the refund to appear in your account.

Exchanges

For exchanges:

  • Follow the same return process
  • Clearly state the replacement item you want
  • We’ll ship the new item once we receive your return (additional charges may apply for price differences)

Need Help?

Our customer service team is ready to assist with any return queries. Contact us at [email protected] or call +44 (0)XXXX XXX XXX during business hours (GMT 9:00-17:00).

Returns Address:
Carrera Store Returns
50 City Rd
Cardiff, GB CF5M 4WH

We appreciate your trust in Carrera Store for your cycling needs. While we hope every purchase meets your expectations, we’re committed to making any necessary returns as effortless as your ride with our premium gear.