Refund policy

Returns & Refund Policy
Last updated: 25 September 2026

This policy applies to purchases from eminencecycleco.com, operated by JM Cycles Ltd (trading as Eminence Cycle Co), company number 16207174, Ground Floor Office 2, Carnegie Court, The Broadway, Farnham Common, Slough, SL2 3GQ, United Kingdom. Delivery charges, dispatch times and transit damage are covered by our Shipping Policy. Nothing in this policy affects your statutory rights as a consumer.

1. Your right to cancel (consumers only)

If you are a consumer buying online, you may cancel your order within 14 days of the day you receive the goods without giving a reason. To cancel, you must tell us clearly in writing before the 14 days end by emailing jmcyclesltd@gmail.com with your order number. You can use the model cancellation form below, but you do not have to.

You must then return the goods to us no later than 14 days after the day you tell us you are cancelling. Where an order contains several items delivered separately, the 14 days run from delivery of the last item.

We will email you our returns address and instructions. Please do not send goods back without contacting us first, so we can process your return quickly.

2. Return costs

You are responsible for the cost and risk of returning the goods to us, unless they are faulty or we sent you the wrong item. Groupsets, wheels, framesets and other high-value items must be returned using a tracked and insured service for their full value. We are not responsible for goods lost or damaged on their way back to us, so please keep your proof of postage.

3. Condition of returned goods

You may handle the goods only as you would in a shop, to check what they are and how they work. You must not fit, install, ride or use them.

Items must be returned complete, with all parts, accessories, manuals, spacers, bolts and cables, and packed securely. Where possible, please return goods in their original manufacturer packaging.

If the value of the goods has gone down because they were handled more than necessary, we will reduce your refund to reflect that loss of value, up to the full price. Examples include:

  • components that have been fitted or installed, or show tool marks, scratches, grease or wear;
  • cranks, chainrings, cassettes or rotors that have been fitted, or chains that have been shortened;
  • brake hoses or cables that have been cut, or hydraulic systems that have been opened or bled;
  • tyres that have been mounted or inflated, or tubeless components that have been sealed;
  • wheels, frames or bikes that have been ridden;
  • missing, damaged or marked manufacturer packaging that prevents resale as new;
  • missing parts, accessories, documents or serial-numbered items.

We inspect every return. If a deduction applies, we will explain why and show you the evidence, such as photographs.

3A. Packaging and damage on the way back

Manufacturer packaging is part of the product. Premium components such as groupsets, wheels, frames and power meters are sold new in their original boxes. Buyers expect them in perfect, complete packaging, and if it is damaged or missing we cannot resell the item as new at full price.

Original packaging. If the manufacturer's original box or inner packaging is returned torn, crushed, written on, taped over, stickered, water-damaged, incomplete or missing, we will reduce your refund to reflect the resulting loss in value. The reduction depends on the item and the damage. As a guide, it is usually 10% to 30% of the price for damaged packaging, and can be more where missing or damaged packaging means we can only sell the item as open-box or used.

Protective outer packaging. You must pack returns securely in a strong outer carton with adequate padding. Do not attach labels or tape directly to the manufacturer's box. Items are your responsibility until they reach us.

Damage on the way back. If a return reaches us damaged because it was poorly packed, or damaged or lost in transit, we will reduce your refund by the loss in value, up to the full price, and may withhold the refund entirely where the item has lost all its value. Any claim for loss or damage in transit must be made by you against your carrier or insurer. This is why section 2 requires a tracked and fully insured service.

Inspection on arrival. We photograph every return parcel and its contents when it arrives. We may note visible damage with the carrier, and we will share our photographs if we make a deduction.

Business and trade customers. We may refuse any return from a business customer that arrives with damaged, marked, opened or missing manufacturer packaging, and send it back to you at your cost.

This section does not apply where an item was faulty, not as described, or damaged when we delivered it to you. See section 9.

4. Refunds

Once we accept a cancellation, we will refund the price of the goods and our standard delivery charge. We will not refund any extra cost for express or premium delivery that you chose.

We will refund you within 14 days of receiving the goods back, less any deduction under section 3. Refunds go to your original payment method. We do not charge a fee for this.

5. Items you cannot cancel

The right to cancel does not apply to:

  • Goods made to your specification or clearly personalised, including personalised or made-to-specification Special Order items (see section 6.1). This includes custom-built bicycles, custom wheel builds, bikes or groupsets assembled, cut or configured for you, custom or personalised clothing and kit, and components cut to a length you specified.
  • Sealed goods that are not suitable for return for health or hygiene reasons once you have unsealed them.
  • Goods that, after delivery, have become inseparably mixed with other items.
  • Gift cards and digital products, once you have used or accessed them.

Before we build or configure a custom order, we will confirm the specification with you in writing. Once you approve it, the order cannot be cancelled.

6. Special Order items

Items marked "Special Order" on the product page are not held in our stock. We order them from the manufacturer or distributor for you only after you place your order and accept our Special Order terms at checkout. Special Order items are ordered for you alone and cannot be resold as standard stock. For that reason, we do not accept returns of Special Order items for change of mind, except where the law requires us to, as set out below.

6.1 Personalised or made-to-specification Special Orders: no returns. Some Special Order items are made, built, painted, sized, cut, assembled or configured to your personal specification. Examples include custom-built bicycles, custom paint or finishes, bespoke wheel builds, and made-to-measure frames or clothing. These cannot be cancelled, returned or refunded once you have confirmed the order, unless they are faulty or not as described.

6.2 Standard items supplied as Special Orders (consumers). If you are a consumer and the Special Order item is a standard, unmodified product, the law gives you a 14-day right to cancel that cannot be removed. You must use this right strictly as set out in this policy:

  • you must tell us in writing within 14 days of delivery, and return the item within a further 14 days;
  • the item must not have been opened beyond what is needed to inspect it, and must not have been fitted or used, and it must come back complete and unmarked in its original manufacturer packaging;
  • you pay all return shipping costs, using a tracked, fully insured service, and the item is your responsibility until it reaches us;
  • we will fully inspect the item and reduce your refund, up to the full price, for any loss in value, as set out in section 3.

6.3 Cancelling before dispatch. Once we have placed a Special Order with our supplier, we cannot cancel it. If you ask to cancel before the item reaches you, we will treat it as a cancellation under section 6.2, and it becomes a return once the item is delivered.

6.4 Business and trade customers. Special Order items bought by business, trade, team or club customers cannot be cancelled, returned or refunded in any circumstances, except where they are faulty or not as described.

6.5 Lead times. Special Order lead times are estimates that depend on our suppliers. A delay is not a reason to cancel without cost unless the delay is unreasonable, or goes beyond a delivery date we specifically agreed with you. If a supplier cannot fulfil your Special Order, we will refund you in full.

6.6 Special Orders shipped from outside the UK. Where a Special Order item is shipped directly by the manufacturer or its appointed distributor from outside the UK:

  • any import VAT, customs duty and courier handling or clearance fees charged on delivery are your responsibility, and we do not refund them, including if you cancel. You may be able to reclaim some of these charges from HMRC or the courier;
  • if you refuse the delivery or do not pay the customs charges, the item will be returned to the sender. Any refund will be reduced by the outbound and return shipping costs, customs charges, and any fees or restocking charges the manufacturer or distributor charges us;
  • where a return is permitted, we may ask you to send it to the manufacturer or distributor at an address outside the UK. You pay the international return shipping, insurance and any export or customs costs.

6.7 Faulty items. Nothing in this section affects your rights if a Special Order item is faulty, damaged in transit or not as described. See section 9.

7. Pre-owned and ex-team bicycles and components

Pre-owned goods are sold as described, with their condition, wear and any faults shown in the listing and photographs. Consumer cancellation rights still apply to online orders. Any return must be in the same condition as delivered, and sections 2 and 3 apply. Wear or cosmetic marks that we disclosed in the listing do not count as a fault.

8. Sale and discounted items

Sale items can be cancelled on the same terms as full-price items. The refund will be the price you actually paid.

9. Damaged, faulty or incorrect items

Please check your delivery straight away and tell us within 48 hours if anything is damaged in transit, missing or wrong. Send photographs of the packaging and the goods, and keep all packaging, because the courier may need it for a claim. Reporting promptly lets us resolve the problem quickly. It does not limit your legal rights.

If goods are faulty, not as described, or not fit for purpose, your rights under the Consumer Rights Act 2015 apply. Before accepting a claim, we may ask for photographs, videos, serial numbers and proof that the item was fitted correctly, or ask you to return it for inspection. Items that are faulty or not as described are returned at our cost.

The following are not faults:

  • normal wear and tear, including wear to chains, cassettes, chainrings, brake pads, rotors, tyres and bearings;
  • damage from accidents, crashes, misuse, poor maintenance or modification;
  • damage caused by incorrect installation, the wrong tools or incorrect torque, or by fitting to an incompatible frame or part;
  • Di2 or electronic faults caused by water ingress through unsealed ports, incorrect charging, or unauthorised firmware or software changes.

Manufacturer warranty claims (for example, Shimano) are assessed by the manufacturer or its distributor under its warranty terms. We will help you with the process. Your statutory rights against us are not affected.

10. Exchanges

We do not exchange items directly. Cancel your original order under this policy and place a new order for the item you want.

11. International orders

For orders delivered outside the UK, you pay return shipping, and any import duties, taxes and customs charges on the return. We cannot refund import duties or taxes you paid on delivery; you may be able to reclaim these from your local customs authority. Orders refused at delivery, or returned to us because you did not pay customs charges, will be refunded less our outbound and return shipping costs and any charges we incur.

12. Business and trade customers

If you buy for business, trade or resale purposes, including team and club orders on business terms, you do not have the consumer right to cancel. We accept returns from business customers only by prior written agreement. Goods must be unused and in original, unopened packaging, and are subject to a 20% restocking fee plus return shipping at your cost. Special orders, non-stock items and custom goods cannot be returned by business customers.

13. Refusing returns

We may refuse a return or refund where goods are not the goods we supplied, or where serial numbers have been removed or changed. We may also refuse where there is evidence of fraud, or where the customer has a pattern of abusing the returns process, as far as the law allows.

14. Contact

Email: jmcyclesltd@gmail.com
JM Cycles Ltd, Ground Floor Office 2, Carnegie Court, The Broadway, Farnham Common, Slough, SL2 3GQ, United Kingdom.

Model cancellation form

To JM Cycles Ltd (Eminence Cycle Co), Ground Floor Office 2, Carnegie Court, The Broadway, Farnham Common, Slough, SL2 3GQ, jmcyclesltd@gmail.com:
I hereby give notice that I cancel my contract of sale of the following goods: [item(s)]
Ordered on [date] / received on [date]
Order number: [number]
Name: [name]
Address: [address]
Date: [date]