Refund policy

We want you riding in kit you're happy with. If something isn't right, here's how we sort it.

The short version

• 30 days to request a return on unworn items in original condition
• 14 days statutory right to cancel, which applies on top and gives you slightly different terms
• Faulty, damaged or wrong items, where we cover everything, always

Your legal right to cancel

Because you're buying online, UK and EU consumer law gives you the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification.

To cancel, email us at info@mentalriders.co.uk within that 14-day window. You then have a further 14 days to send the goods back.

Under this right:

• You may inspect and try on items as you would in a shop. If items are handled beyond what's necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any loss in value.
• We'll refund the price of the goods plus the standard outbound delivery charge you paid. If you chose a more expensive delivery service than our standard option, we refund the standard rate only.
• The cost of returning the goods to us is yours to cover, unless the item is faulty, damaged or not what you ordered.
• We'll issue your refund within 14 days of receiving the goods back, or of you providing proof that you've sent them, whichever is sooner.

This right doesn't apply to personalised or made-to-order items. See Exceptions below.

Our 30-day returns policy

Beyond the statutory 14 days, we offer a goodwill returns window of 30 days from the date you receive your item.

To be eligible:

• The item must be unworn and unused, in the same condition you received it
• Tags must still be attached
• It must be in its original packaging
• You'll need your receipt or proof of purchase

Under this goodwill policy we refund the price of the goods. Original outbound delivery charges are non-refundable, and return postage is at your cost.

How to start a return

1. Email info@mentalriders.co.uk with your order number and what you'd like to return.
2. We'll confirm whether the return is accepted and send you instructions on how and where to send it.
3. Send the item back to: Unit 4, 115 High Street, Boston, PE21 8TG, United Kingdom

Please request a return before sending anything back. Items that arrive without a return being agreed first can't be processed.

We recommend using a tracked service and keeping your proof of postage. Until a return reaches us, it remains your responsibility.

Faulty, damaged or incorrect items

Please check your order as soon as it arrives.

If an item is defective, damaged in transit, or isn't what you ordered, contact us straight away at info@mentalriders.co.uk with photographs. We'll evaluate it and put it right, whether by repair, replacement or refund, and we cover return postage.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you have a short-term right to reject within 30 days of purchase for a full refund, and further rights beyond that. Nothing in this policy affects those rights.

Exceptions and non-returnable items

The following can't be returned under our 30-day goodwill policy or cancelled under the statutory right:

• Personalised or custom-made items produced to your specification

Gift cards are non-returnable.

Sale and discounted items are returnable on the same terms as full-price items.If you're unsure whether your item can be returned, just ask before you order.

Exchanges

The quickest way to get the size or item you actually want is to return the original for a refund and place a new order separately. It avoids waiting for the return to arrive before we can send anything out.

If you'd prefer a direct exchange, email us and we'll do what we can, subject to stock.

Refunds

Once your return arrives we'll inspect it and email you to confirm whether the refund has been approved.

Approved refunds are issued to your original payment method:

• Statutory cancellations: within 14 days of us receiving the goods back, or of you providing proof of postage, whichever is sooner
• Goodwill 30-day returns: within [CONFIRM: e.g. 5–10 business days] of the return being approved

Your bank or card issuer may take a few additional days to post the funds to your account.

If more than 15 business days have passed since we confirmed your refund was approved and you still haven't received it, contact us at info@mentalriders.co.uk.

Contact

info@mentalriders.co.uk

Mental Riders, Unit 4, 115 High Street, Boston, PE21 8TG, United Kingdom