Returns and Refunds Policy for The Talaria UK
Our returns and refunds policy covers two very different things, and separating them is the key to getting a quick outcome. One is a change of mind, where the law gives you a fixed window and a set of conditions. The other is a fault, where the law gives you remedies that get stronger the sooner you act. This page explains both, and tells you exactly what to do first.
Last updated 11 September 2026. This returns and refunds policy applies to purchases made from this website, thetalariauk.uk, by consumers in the United Kingdom.
Your 14 day right to cancel
If you have simply changed your mind, the Consumer Contracts Regulations 2013 give you 14 days to cancel, and our returns and refunds policy follows that timetable exactly. The clock starts on the day you receive the goods, not the day you ordered them. Where an order arrives in several consignments, it starts on the day the final item arrives.
You need no reason and no agreement from us to use this returns and refunds cancellation right. Tell us in writing within the window and the cancellation is effective. Once you have cancelled, you then have a further 14 days to get the goods back to us, so the full period from delivery to return is 28 days at most.
When a deduction applies
The returns and refunds cancellation right lets you examine goods as you would in a shop. It does not let you use them and then send them back at full value. Where handling beyond that examination has reduced what the goods are worth, we may deduct the reduction in value from your refund.
On a bike this distinction matters. Unpacking the crate, sitting on the machine, checking the controls and rolling it across a clean floor is inspection. Charging the pack, riding it, adding mileage to the display or fitting accessories is use. A machine with hours on the controller and dirt in the tyres is no longer new, and the deduction reflects that honestly rather than punitively. Our returns and refunds process includes photographing everything on arrival, and we tell you the figure and the reasoning before we refund.
Registered and made to order machines
Two categories sit outside the ordinary returns and refunds cancellation right, and both come up regularly on a specialist site.
A road legal vehicle registered in your name
Once a road legal Sting has been registered with the DVLA in your name it is a used vehicle with a keeper history. That cannot be reversed, so a registered machine cannot be returned under the returns and refunds cancellation right as a change of mind. If you are unsure about the model, do not submit the registration. Ask us first.
A made to order or personalised build
A machine built to your specification, for example a custom controller and battery combination or a bespoke finish, is made to your requirements and falls outside the cancellation right under the same regulations. We will always tell you at the point of order when a build sits outside the returns and refunds cancellation right, in writing, so it is never a surprise later.
Neither exclusion in this returns and refunds policy touches your rights if the goods turn out to be faulty. A registered bike with a manufacturing defect is still covered in full.
How to start a return
Every returns and refunds request starts the same way. Send us the details through our contact page: the order number, the item, whether you are cancelling or reporting a fault, and photographs. For a fault, add the frame number and a short video if the problem makes a noise or shows on the display. A clear video often removes the need for a return altogether.
We will confirm the return in writing and give you a returns reference. We confirm the returns address in writing when we authorise your return. Do not send anything back before you have that confirmation. Unannounced deliveries are difficult to match to an order and slow your refund down.
Packaging and the original crate
Our returns and refunds process runs far more smoothly if you keep the crate and the internal packing until you are certain you are keeping the bike. A Talaria travels in a purpose built crate for a reason, and no domestic packaging substitutes for it. Returns sent loose or in a rebuilt box frequently arrive damaged, and that damage becomes a reduction in value that we have to deduct.
You do not have to keep the outer sleeve pristine. What matters is the internal bracing, the fork protector and the wheel supports. For a part, the original box plus outer protection is enough. Batteries have their own rules, set out below. Our delivery guide shows what the crate contains when it arrives.
Who pays return carriage
Under this returns and refunds policy, where you cancel because you have changed your mind, you pay the cost of returning the goods. On a small part that is a parcel service. On a complete bike it is a pallet or a two person service, so ask us for the realistic figure before you commit. We can usually arrange collection at cost, which is cheaper than booking it yourself.
Where the goods are faulty, misdescribed or not what you ordered, we pay. You should never be out of pocket to return something that was wrong when it reached you. We arrange and pay for the collection and we do not ask you to claim it back afterwards.
Refund timing and method
Every refund under this returns and refunds policy goes back to the original payment method. We cannot refund to a different card or by bank transfer where the payment came from a card, because the provider routes a refund down the path the payment took. Where you paid by finance, we refund the lender and the lender adjusts or cancels your agreement. The data involved is handled as set out in our privacy policy.
On a change of mind we refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever is earlier. On a fault we refund as soon as the item has been assessed. We also refund the standard outbound delivery charge on a full cancellation, though not the extra where you chose an enhanced service.
Faulty goods and your statutory rights
Faults sit outside the returns and refunds cancellation right and are handled under the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose and as described. Your remedies follow a sequence, and knowing where you are in it is the difference between a swift resolution and a long argument.
The first 30 days
For 30 days from delivery you have the short term right to reject. If the goods are faulty you can ask for a full refund rather than a repair, and we will not insist on repairing first. Tell us as soon as you notice the problem, because this window is short and it does not restart.
Repair or replacement
After 30 days you are entitled to a repair or a replacement, at no cost, within a reasonable time and without significant inconvenience to you. We choose the route that resolves the fault properly, and we explain which and why.
Price reduction or the final right to reject
If a repair or replacement fails, or is not possible, you can ask for a price reduction and keep the goods, or exercise the final right to reject for a refund. After the first six months a deduction for the use you have had may be applied to a refund, which is what the law allows. Our warranty page explains how these statutory remedies sit alongside both this returns and refunds policy and the voluntary cover we provide.
Battery returns and safety
Lithium packs are classed as dangerous goods in transport, and that changes what our returns and refunds process can accept. Never post a battery in ordinary packaging, and never send one that has been dropped, crushed, punctured, submerged, swollen or involved in a fire or a crash. A damaged pack must not travel on a public network at all.
Tell us before you return any battery. We will confirm whether it can travel, arrange the correct service, and supply instructions on state of charge and packaging. Packs normally ship in the original transit packaging at a partial charge. If a pack is damaged, we will arrange a compliant collection or direct you to a local disposal route under the GOV.UK guidance on batteries. A pack that arrives here in unsafe condition without prior agreement will be quarantined rather than processed.
What is not returnable
- Consumables that have been used: tyres, tubes, brake pads, chains, sprockets, oil
- Electrical parts that have been fitted, wired in or powered up, unless faulty
- Parts cut, drilled, painted or otherwise modified to fit
- Goods damaged by misuse, impact, pressure washing or incorrect installation
- Made to order builds and bespoke finishes, unless faulty
- A road legal vehicle already registered in your name, unless faulty
- Any item returned without a returns reference and in unsafe condition
Returns and refunds at a glance
This table is the fastest way to see where you stand. It summarises the returns and refunds policy rather than replacing it, and it never reduces a statutory right.
| Scenario | Outcome | Who pays carriage |
|---|---|---|
| Bike unpacked, inspected, not ridden, cancelled in 14 days | Full refund | You |
| Bike ridden or charged, cancelled in 14 days | Refund less a deduction for lost value | You |
| Bike registered with the DVLA in your name | No cancellation right, fault rights unaffected | Not applicable |
| Made to order or bespoke build | No cancellation right, fault rights unaffected | Not applicable |
| Fault reported within 30 days | Short term right to reject, full refund | Us |
| Fault reported after 30 days | Repair or replacement, then further remedies | Us |
| Wrong item sent or item misdescribed | Replacement or full refund | Us |
| Part fitted then found unwanted | Not returnable | Not applicable |
| Battery swollen, dropped or fire damaged | Do not ship, contact us first | Assessed case by case |
| Transit damage reported before signing | Replacement or full refund | Us |
Frequently asked questions
Can I ride the bike once before deciding?
You can, but it affects the refund. Riding goes beyond the inspection the returns and refunds cancellation right protects, so a deduction for the reduction in value applies. If you are unsure whether a model suits you, ask us about specification and geometry before ordering. We would rather talk you into the right bike than process a used return.
What if I have thrown the crate away?
Contact us before you send anything. We may be able to supply packing materials or arrange a service that protects the machine adequately. A bike returned without proper bracing usually arrives damaged, and that damage is deducted from the refund, so improvising is nearly always the most expensive option.
The bike arrived with a scratch. What do I do?
Note it on the delivery paperwork before you sign, photograph it while the crate is still there, and tell us the same day through our contact page. Transit damage recorded at handover is quick for us to resolve. Damage reported a fortnight later, after the crate has gone, is far harder to attribute and slows everything down.
How long do refunds take to appear?
We process every returns and refunds claim within the statutory period, and the payment provider then takes its own time to post the money to your account, commonly a few working days. A card refund appears on the card used for the original payment. A finance agreement is adjusted by the lender, who writes to you directly to confirm.
Does this returns and refunds policy replace my legal rights?
No. Our returns and refunds policy sits alongside the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where anything here appears narrower than the law, the law applies. Nothing on this page reduces the short term right to reject, the right to repair or replacement, or the final right to reject.
Can I return a battery that will not hold charge?
Yes, as a fault rather than a change of mind, but tell us before you send it. We will confirm whether the pack can travel and arrange the correct service. Include the frame number, the charger you used and any error shown on the display, as that usually identifies the cause before the pack reaches us.
Next steps
To start a return under this returns and refunds policy, contact us through our contact page with your order number and photographs and we will send a returns reference. If your issue is a fault inside the cover period, read the warranty page first. For how carriage and transit damage are handled, see our shipping policy, and the broader contract position sits in our terms and conditions.