Return and Refund policy
Hassle-Free Returns & Cancellations
At Top Dog Bikes, we want you to be completely satisfied with your purchase. If for any reason you’re not, we offer a straightforward and transparent return process.
Total Return Window: 28 Days
You have 28 days from the date you receive your order to complete the return process. Here’s how it works:
Request a Return (Within 14 Days)
You have 14 days from receiving your item by contact us and request a return. to commence a return, please get in touch via returns@topdogbikes.com
Return the Item (Within 14 Days of Approval)
If your return request is approved, you have another 14 days to send the item back to us. We will send you return instructions on how and where to send the package.
The item must be in the same condition that you received it, unused, unworn, and in its original condition, with all original tags and packaging. Also needed is your original receipt or proof of purchase. Return shipping costs are the responsibility of the customer unless the item is faulty or damaged.
You are responsible for the return shipping costs and any associated fees. Please ensure that you send the return to the address provided when you submit your return request. We strongly recommend using a tracked and insured shipping service or courier for the return, kindly email us the tracking number once the return has been sent. We are not liable for any items lost or missing in returns.
Once we receive the item, we will process your refund within 10 business days.
Important: Items returned without prior approval will not be accepted. If you have any questions, please email us at returns@topdogbikes.com
Damaged or Incorrect Items
Please inspect your order as soon as you receive it. If an item arrives damaged, defective, or incorrect, contact us immediately so we can evaluate the issue and make it right.
Claims for damages or order discrepancies must be made within 48 hours of delivery and we request photos or videos of the damage for our records. Please keep all packaging materials and the damaged product until your claim is resolved.
To initiate a claim, please email returns@topdogbikes.com with details of the issue. We will work with the manufacturer to arrange the necessary repair or replacement.
Please note: Faults caused by misuse or improper handling are not covered under this policy. To ensure your warranty remains valid, carefully review the manufacturer’s manual before using your electric bike.
Non-Returnable Items
Certain items cannot be returned, including custom or personalized products (e.g., special orders or personalised items), hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about a particular item.
Unfortunately, we cannot accept returns on sale items and gift cards.
Restocking Fee
If an item has been opened and assembled or partially assembled, a restocking fee of 20% of the order total may apply.
Exchanges
The quickest way to receive the item you want is to return the original item, when the return is accepted make a separate purchase for the new item. Always contact us at returns@topdogbikes.com before returning any items - Items sent back to us without first requesting a return will not be accepted.
Refunds
Once we receive and inspect your returned item, we will notify you if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 working days. Please be aware that some banks or credit card providers may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at returns@topdogbikes.com
Cancellations
If you wish to cancel an order after it has been dispatched, you will be responsible for return shipping costs. Refunds will only be processed to the original payment method used for the purchase.
For any return or cancellation inquiries, contact us at returns@topdogbikes.com
Top Dog Bikes
Operated by VPInman Ltd, registered in the UK.
Address:
The Keep, C/O Your Ecommerce Accountant, Creech Castle,
Taunton, Somerset, TA1 2DX, United Kingdom
Phone: 01823 778 189
Email: returns@topdogbikes.com
Company Registration Number: 15967921
For any questions, feel free to reach out to us. Top Dog Bikes guarantees a response to all inquiries or special requests within 24 hours.
Phone and Live Chat Support:
Available Monday to Sunday: 8 AM - 8 PM (UK time).