Refund policy

ROVIKA Returns, Refund & Warranty Policy

We understand things don’t always work out – that is why we have made our returns process as simple, transparent and fair as possible for all. Below are all the details, so you know exactly where you stand. If you have any questions, please do not hesitate to contact our customer services team.

 

1.        UK Returns

1.1.    We offer a 30-day free returns policy on all UK orders. For returns made between 31–60 days, a £13.41 handling fee applies. This fee includes return postage. Returns after 60 days will not be accepted. The start date of the eligible return period is the date of delivery for UK orders.

1.2.    To begin a return, please visit our Contact Us page to request your returns form and pre-paid returns label. This link is also available at the bottom of this policy.

1.3.    Items may be returned for exchange or refund, subject to further conditions below.

 

2.        Conditions for Return

2.1.    To qualify for a return:

2.2.    Items must be unused, unwashed, uninstalled, and unopened, and in resalable condition.

2.3.    Original packaging must be undamaged, with all tags and labels attached.

2.4.    Product boxes must not have additional labels, tape, or writing applied directly to them (e.g postage labels).

2.5.    Items must be placed in suitable outer packaging with protection.

2.6.    All returns must include:

2.6.1.         A completed returns form

2.6.2.         The original order number

2.6.3.         Missing information (e.g., order number) may delay processing. ROVIKA reserves the right to delay or withhold refunds in these cases.

2.7.    We strongly recommend customers photograph the item and parcel (with label attached) before returning any goods, we work closely with our shipping partners to ensure reliable service, but mistakes do happen.

2.8.    Return tracking is included with all return labels. Returns must use the ROVIKA supplied return label.

 

3.        Non-Returnable Items

3.1.    The following items cannot be returned:

3.1.1.         Gift vouchers

3.1.2.         Nutrition or perishable goods

3.1.3.         Personalised products

3.1.4.         Cosmetics or toiletries

3.1.5.         Swimwear

3.1.6.         ‘Outlet’ products & bundles – these are marked ‘outlet’ at point of purchase

3.1.7.         Items that have been used or show signs of installation or wear

3.1.8.         Items returned without original packaging or damaged packaging

3.1.9.         Unsolicited returns (without prior approval and official label)

3.1.10.   Cycling Shorts:

3.2.    May be returned if unworn, unwashed, tags attached, and in original packaging

3.3.    Due to hygiene protection of customers and staff, these conditions are strictly enforced

3.4.    Our warehouse may conduct wear verification tests—results will be shared with the customer

3.5.    Our customer services team is trained to assist with sizing, but assumes no liability for incorrect purchases

 

4.        Bundles, Kits & Custom Builds (excluding ‘Outlet’)

4.1.    Returns and exchanges are governed by ‘SKU count’ and product condition:

4.2.    Multi-SKU Bundles (e.g. Shimano Chain & Cassette with Raceface Chainring)

4.2.1.         Individual items within the bundle may be exchanged (e.g. swapping a chainring size)

4.2.2.         Refunds are only available for the full bundle

4.2.3.         Bundles are identified by orders with multiple distinct SKUs

4.2.4.         If the replacement item is more expensive, the price difference will be charged before the exchange is dispatched.

4.2.5.         If the replacement item is cheaper, the difference will be issued as store credit—no cash refunds are given for item downgrades due to multibuy price structure.

4.3.    Single-SKU Kits (e.g. SRAM Boxed Groupsets)

4.4.    Can only be refunded or exchanged as a complete unit

4.5.    Individual components cannot be returned or exchanged separately

4.6.    Custom Bike Builds

4.6.1.         Treated as multi-SKU bundles prior to assembly.

4.6.2.         Once built, the bike is non-returnable due to packaging being opened and components being fitted.

4.6.3.         Returns or exchanges must be requested before the bike is built.

4.7.    Summary – SKU-Based Return Policy:

SKU Count/ Type	Exchangeable	Refund
Multi-SKU Bundle	Yes (Part or Full bundle)	Full bundle only
Single SKU Bundle	Yes (Full only)	Full bundle only
Custom Bike Build Bundle (Unbuilt)	Yes (Part or Full bundle)	Full Bundle Only
Custom Bike Build Bundle (Built)	No	No

 

5.        Faulty, Damaged, or Incorrect Items

5.1.    If your item is damaged, incorrect, or faulty, please:

5.1.1.         Contact us within 14 days of delivery

5.1.2.         Provide photos of the item and packaging

5.1.3.         Use the Contact Us page to request assistance

5.1.4.         Our customer service team is trained and ready to help with any claims.

 

6.        Refunds & Processing

6.1.    Returns are processed within 5 working days of arrival to warehouse

6.2.    An email receipt is issued on delivery to our warehouse

6.3.    An inspection outcome report follows by email

6.4.    Eligible refunds are issued to the original payment method

6.5.    Refunds can take up to 14 days due to bank processing speeds, though we typically expect completion within 5 working days

6.6.    Delivery fees are not refundable, unless the product is faulty

6.7.    Orders returned with multiple size variants of the same item may incur a 4.3% card processing fee – please contact customer services to assist with sizing in advance of purchase

 

7.        Exchanges

7.1.    Exchanges are processed once the return passes inspection

7.2.    In-stock exchange items will be dispatched within 48 hours

7.3.    Exchange shipping is free via economy service

7.4.    Premium delivery options may be arranged at an additional charge

7.5.    If the requested item is out of stock, we will offer: A full refund, or store credit plus a discount code (plus option to wait for re-stock, if available)

7.6.    Standard ROVIKA operating procedure reserves to-be exchanged stock for 14 days from notification of exchange wishes. This requires the customer to ship the return items within 5 days of receiving the exchange confirmation, within the UK.

 

8.        Appeals

8.1.    You may appeal any decision within 30 days of receiving your returns inspection outcome report.

8.2.    Please contact customer service via the Contact Us page to initiate your appeal.

8.3.    Photos will be requested as part of the appeals procedure.

 

9.        International Returns

9.1.    If you’re returning an item from outside the UK:

9.1.1.   Contact us through the Contact Us page for return instructions and costs

9.1.2.   All international returns must be sent with postage and all duty/tax charges paid in full

9.1.3.    We cannot accept shipments with unpaid customs, duties, or tax charges—such packages will be refused and returned to sender

9.2.    Return shipping for international orders is not covered unless agreed in advance.

 

10.  Warranty Returns

10.1.  Warranty claims follow the manufacturer’s warranty terms.

10.2.  For ROVIKA purchases:

10.2.1.   Accepted claims are free of charge

10.2.2.   Rejected claims may be subject to a £19.52 + VAT fee

10.2.2.1.  No charge will be made if a claim is rejected in advance of physical inspection.

10.2.3.   Any lab testing or verification results used in the decision will be shared with the customer

 

11.  Statutory Rights

11.1.  This policy does not affect your rights under UK consumer law, including your 14-day right to cancel on qualifying online purchases.

 

Thank you for riding with ROVIKA.

Questions? Visit our Contact Us page – we’re here to help.

 

V1.3 May 2025

Ends.