Returns & Refunds Policy

1. Your statutory rights come first

This policy explains how returns work at Ryden in plain English. It does not — and cannot — limit the consumer rights you have under the law of your country.

If you live in the EU or UK

Under the EU Consumer Rights Directive 2011/83/EU (or the UK Consumer Contracts Regulations 2013, post-Brexit), you have a 14-day cooling-off period starting the day after you receive the goods. During this period you may cancel the contract for any reason and return the items for a full refund of the price plus standard outbound delivery.

Separately, the EU Consumer Sales Directive (2019/771) and the UK Consumer Rights Act 2015 give you the right to a remedy if goods are faulty, not as described, or not fit for purpose. In the UK this is a 30-day short-term right to reject, plus up to 6 years to claim against the trader for goods that don't conform.

If you live elsewhere

Your local consumer law applies. The 30-day Ryden return window below is offered everywhere, in addition to any statutory rights.

2. Ryden 30-day return window

Beyond statutory rights, we offer a no-fuss 30-day return window from the date you receive the item. To qualify:

• Item is unworn and unused.
• All original tags and packaging are present.
• Any seals (helmet hygiene seal, factory-tape on a wheelset box) are intact, unless the seal can be reapplied for an unused inspection.
• The order was placed on ryden.store (not via a third-party reseller).

EU/UK customers exercising the 14-day statutory cooling-off right may inspect goods to the extent reasonably necessary to establish their nature and function — beyond that, we may deduct from the refund for any reduction in value caused by handling.

3. What can and cannot be returned

Generally returnable

• Apparel, helmets in sealed packaging, shoes (unworn outdoors), accessories, bags, lights, tools, components.
• Bikes — see the dedicated section below.

Not returnable once unsealed

Under EU/UK consumer law, sealed goods that are unsuitable for return for health-protection or hygiene reasons may be excluded from the cooling-off right once unsealed. We apply this narrowly to:

• Helmets where the hygiene seal/sticker is broken or the inner padding has contacted skin.
• Intimate cycling wear (chamois shorts, bibs) once the hygiene strip is removed.
• Inner tubes, sealed sealant bottles, energy products opened.

If a hygiene-sealed item arrives faulty or not as described, statutory rights still apply — please contact us before returning.

Not returnable at all

• Gift cards, digital downloads, made-to-order items.
• Items damaged or altered after delivery (other than damage we're responsible for).

4. How to start a return

1. Go to your orders, or email [returns@ryden.store] with your order number.
2. Tell us which item(s) you're returning and why (you don't need to justify it for EU/UK cooling-off — but it helps us improve).
3. We'll email you a return authorisation (RA) number and instructions. Please don't send anything back without an RA — we may not be able to process it.
4. Pack the item securely, ideally in the original box.
5. Ship via the carrier shown on your return instructions. Keep the tracking number until your refund clears.

You may also withdraw via the model withdrawal form set out in the Consumer Rights Directive — copy at the bottom of this page.

5. Return shipping cost

• Item arrived damaged, wrong, or faulty: we pay return shipping. Always.
• You changed your mind (cooling-off / 30-day window): return shipping is at your cost, unless the value of your order qualifies for free returns (see [FREE-RETURNS THRESHOLD] at /shipping).
• Bikes: we'll arrange a courier pickup at your cost — bikes are too heavy to drop off at a post office. The fee is [BIKE RETURN FEE].

EU/UK customers exercising the 14-day cooling-off right are responsible for the direct cost of returning the goods, unless we have agreed otherwise or failed to inform you of this cost at the time of order.

6. Damaged or wrong items

If your order arrives damaged, defective, or it's the wrong item:

1. Take photos before anything else — including the outer box if there's transit damage.
2. Email [returns@ryden.store] within 48 hours of delivery if possible. (Statutory rights still apply if you spot the issue later — but the sooner we know, the sooner we fix it.)
3. We'll arrange a free return, replacement, or refund at your choice, subject to availability.

7. Refunds

• Refunds are issued to the original payment method — we cannot refund to a different card or account.
• Once the return arrives at our warehouse and passes inspection, we'll process it within 3 business days. Your bank typically takes another 5–10 business days to post the credit.
• For EU/UK cooling-off returns, you'll receive a refund of the item price plus the cost of standard outbound delivery — within 14 days of us receiving the goods (or of you providing evidence of return shipment), as required by law.
• If the returned item shows signs of use beyond reasonable inspection, we may apply a value-deduction. You'll be told the amount and reason before we process the refund, and you can refuse, in which case we'll send the item back.

8. Exchanges

We don't process exchanges directly — but you can: (1) return the original item for a full refund as above, and (2) place a new order for the replacement. This is faster than waiting on stock holds and avoids price-change surprises during the exchange window.

9. Bike-specific returns

Bikes are more involved than other items. A few extra rules:

• A bike is "used" the moment it's ridden outdoors. Once ridden, only statutory and warranty remedies apply — not the 30-day change-of-mind window.
• Test-stand wheel spinning, gear shifting on a stand, and adjusting saddle/bars is fine and won't count as "used".
• Return packaging matters — bikes are easily damaged in transit. Reuse the original box and protective inserts wherever possible.
• For warranty claims on the frame, fork, or specified components, see the Warranty Policy.

10. Questions

Email [returns@ryden.store] or use our contact form. We aim to reply within 1 business day.

To: [LEGAL ENTITY NAME]
    [BUSINESS ADDRESS]
    [RETURNS@RYDEN.STORE]

I/We [*] hereby give notice that I/We [*] cancel my/our [*]
contract of sale of the following goods [*]/for the supply of
the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.