Returns
At Prologue bikes we guarantee to only send you quality products and we inspect everything thoroughly before we send our goods out to make sure they're in perfect condition. We also carefully package and protect everything so that it doesn't get damaged on its way. However, should there be a problem, here is what you can do:
Unwanted items.
Prologue bikes want customers to be satisfied every time they shop. However, if you are unhappy for any reason with your purchase, simply return your product(s) to us in their original condition within 7 days of receipt. Please include the returns form to let us know the reason for the return and who it's from.
We shall issue a full refund less any postage paid (for express delivery etc.) and any refund charges imposed by your credit card company. You will be responsible for the returned product(s) until they reach us. Therefore, we recommend you send your parcel using a delivery service that insures you for the value of the goods.
Incorrect items.
If you have received an incorrect item it may be returned for exchange or refund. In an instance where an incorrect item has been received Prologue bikes will pay for the return shipping. Return it within 7 working days unused and in its original packaging and you will not be charged. Please include the returns form to let us know the reason for the return and who it's from.
If however the size of the item you have ordered is incorrect you will be responsible for the returned product(s) until they reach us. Therefore, we recommend you send your parcel using a delivery service that insures you for the value of the goods.
Warranty items.
Please note that manufacturers warranties DO NOT cover shipping costs and these are normally paid by the consumer. In genuine warranty cases Prologue bikes will ship the repaired product or replacement product free of charge to the customer. The customer will only be responsible for the cost of shipping the item to Prologue bikes.
Damaged or faulty items.
We try our best to ensure items arrive in good condition. However, if a product has arrived with a fault or damage of any kind you should contact us on 0208 878 6266. We can then discuss the best course of action for you and the particular item.
On returning an item you MUST complete the returns form, which you can download here
How can I cancel an order?
Cancellations can only be accepted by e-mailing onlinesales@prologuebikes.com . If the order has been completed and has been shipped, then a return will need to be arranged. This will be easier by telephone, therefore please include a daytime telephone number with your e-mail. Your account will be credited once the product(s) arrive back at Prologue bikes.