This page explains your right to cancel an online order, how returns and refunds work, and what happens if something is faulty. It is part of our terms and conditions. Nothing here affects your statutory rights.
Your right to cancel (online and other distance orders)
If you buy from us online, by WhatsApp, phone or email without visiting the shop, you can cancel your order within 14 days without giving a reason.
- Goods: the 14 days start the day after you, or someone you name (not the courier), receive the goods. If an order arrives in several parts, they start the day after the last part arrives.
- Services (for example a workshop service booked remotely): the 14 days start the day after we agree the booking. If you ask us to start within those 14 days and then cancel, you pay for the work already done. Once a service has been fully carried out with your agreement, it can no longer be cancelled.
How to cancel
Tell us clearly within the 14 days, by any of these:
- email info@rockcyclery.com
- WhatsApp +350 54094579
- in person at the shop, 95A Harbours Deck, New Harbours, Rosia Road, Gibraltar GX11 1AA
You can use the cancellation form below, but you don't have to. It's enough for your message to reach us before the 14 days are up.
Returning the goods
- Send the goods back, or bring them to the shop, within 14 days of telling us you're cancelling.
- Unless the goods are faulty or not as described, you pay the cost of returning them. Bikes and other large items may cost more to return; ask us and we'll help arrange it.
- Pack the goods carefully. You can handle and check them as you would in a shop, but if they have been used beyond that, or are damaged or incomplete, we may reduce the refund to reflect the loss in value.
Refunds
- We refund everything you paid, including standard delivery. If you chose a more expensive delivery option, we refund the cost of standard delivery only.
- We refund within 14 days of receiving the goods back, or of you showing us proof that you've sent them, whichever is sooner. For a cancelled service, within 14 days of you telling us.
- We refund to the same payment method you used, unless you agree otherwise. There is no fee for the refund.
When the right to cancel doesn't apply
- goods made or adapted to your specification, such as a bike built to a custom specification or a fitted, cut or personalised part;
- food and sports nutrition, and goods sealed for health or hygiene reasons, once you have opened them;
- goods that have become mixed with other items after delivery, for example tubeless sealant once poured;
- services fully carried out with your agreement (see above).
Unused gift cards bought online can be cancelled within 14 days of purchase like any other order.
Faulty or wrong items
Separately from the right to cancel, the law gives you rights if what you buy is faulty, not as described or not fit for purpose, however you bought it (online or in the shop). Contact us as soon as you can with your order number and a description or photo of the problem, and we'll put it right: by repair, replacement or refund, as your rights allow. Where goods are faulty, we cover the cost of returning them.
Shop purchases
The 14-day right to cancel applies to distance orders. For anything bought in the shop, please talk to us; this doesn't affect your rights if an item is faulty.
Cancellation form
Copy and send this to info@rockcyclery.com (only if you want to cancel):
To: Adapt Activ Solutions Limited, trading as Rock Cyclery, 95A Harbours Deck, New Harbours, Rosia Road, Gibraltar GX11 1AA, info@rockcyclery.com
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:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: