We offer a 30-day return policy. Unused items in their original packaging and condition are eligible for a refund, exchange, or store credit. After 30 days, returns and exchanges are not accepted.
In line with your consumer rights, if a product is faulty, it can be returned within 30 days for a full refund or exchange.
All purchases are covered by your statutory rights under the Consumer Rights Act 2015, ensuring goods are of satisfactory quality, fit for purpose, and as described. In addition, the manufacturer’s warranty applies where provided. A 12-month warranty on bicycles typically covers manufacturing defects and faults, but not wear and tear, accidental damage, or damage from misuse. Warranty lengths on other items will differ depending on the manufacturer's terms.
For assistance with a warranty claim or to discuss your rights, please contact our customer service team.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
Shoes with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@pau.co.uk
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@pau.co.uk and send your item to: PAU Run and Ride, Trentham Shopping Village, Stone Rd, Stoke-on-Trent, ST4 8AX
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: PAU Run and Ride, Trentham Shopping Village, Stone Rd, Stoke-on-Trent, ST4 8AX via your chosen courier.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.