Click & Collect

Our standard ordering option is Click & Collect from our workshop in Portbury. You can order and pay online, then collect from the shop once your order is ready.

We'll email you when your order is ready to collect. Please wait for this confirmation before travelling and bring your order confirmation with you.

Postage by Arrangement

We don't currently offer standard home delivery at checkout. If you'd like something posted, please contact us before placing your order.

We'll confirm whether delivery is possible, the cost and the expected timescale before you commit to purchasing. Any agreed postage charge will be confirmed separately.

Our 30-Day Returns Policy

We want you to be happy with your purchase. For most products, we offer a voluntary 30-day return period, beginning when you receive or collect your order.

To return an item under this additional policy, please contact us within 30 days. Products should be unused, complete, in resalable condition and, wherever reasonably possible, in their original packaging, with proof of purchase.

Cancelling an Online Order

When you purchase goods online, you normally have the legal right to cancel without giving a reason within 14 days after the day you receive or collect them.

This applies even when you pay online and collect your order from our shop.

To cancel, contact us using the email address below, giving your order details and a clear statement that you wish to cancel.

You can also use the model cancellation form at the bottom of this page.

After notifying us of cancellation, you normally have a further 14 days to return the goods.

You may examine goods as you would in a shop. However, we may make a lawful deduction from your refund if they have been handled beyond what is necessary to establish their nature, characteristics and functioning.

Certain products are excluded from the statutory cancellation right. These may include genuinely personalised or made-to-measure goods, perishable products and sealed hygiene-sensitive goods once unsealed, where the relevant legal conditions apply.

A bicycle or product ordered specially for a customer is not automatically excluded from cancellation rights simply because it was ordered on request.

How to Return an Item

Please contact us before returning an item so we can help with the process.

You can return goods in person to our workshop or send them to:

For change-of-mind returns, you are responsible for the direct cost of returning goods, provided this has been disclosed before purchase.

We don't routinely supply prepaid postal return labels. If posting an item, we recommend using a tracked service and retaining proof of postage.

If an item is faulty, damaged or incorrectly supplied, please contact us before returning it. We'll arrange an appropriate remedy and cover reasonable return costs where required by law.

For large items such as bicycles, please contact us before arranging transport so that we can agree the most appropriate return method.

Refunds

We'll process eligible refunds without undue delay.

Where goods are returned following a statutory cancellation, we'll issue the refund no later than 14 days after receiving the goods back or receiving satisfactory evidence that they've been sent back, whichever is earlier.

If no goods have been supplied, the statutory refund deadline is generally 14 days after we're informed of the cancellation.

Refunds are normally made to the original payment method. Your bank or card provider may take additional time to show the credit.

Where a full online order is cancelled under statutory cancellation rights, we'll also refund any standard outward delivery charge paid. Additional charges for a more expensive delivery option need not be refunded beyond the standard delivery amount.

We don't charge a restocking fee for eligible returns.

Faulty or Damaged Goods

If something arrives faulty, develops a fault or isn't as described, please get in touch.

Your rights under the Consumer Rights Act 2015 apply independently of our voluntary 30-day returns policy.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

We won't require goods to be unused or in original packaging where doing so would unlawfully restrict your statutory rights.

Exchanges

We don't operate a general change-of-mind exchange service.

If you'd prefer a different size or product, please contact us about returning your original purchase and placing a new order.

Faulty or incorrectly supplied items will be dealt with in accordance with your statutory rights, including replacement where appropriate.

Questions or Missing Refunds

If you have a question about a return or haven't received an expected refund, please contact us with your order number.

Email: contact@portveloworks.co.uk

Model Cancellation Form

You may use the following information to cancel an eligible online purchase, although you aren't required to use this exact format.