RETURNS & EXCHANGES

At Intense Cycles UK, we pride ourselves on offering a superior level of customer service befitting of our brand's prestige and history of more than 25 years at the top of the sport.

We’re riders too, so we know how important it is for your bike to be just right and we’ll always strive to do our very best for every single customer who shops with us.

Here you'll find information on how to return unwanted and incorrect items for refund or exchange.

If you wish to return a product under warranty, please see our Intense Warranty page for more information.

Returning unwanted items

We are happy to offer a full refund or exchange on any items returned to us within 30 days of receipt for any reason provided the item:

  • Is in new, unused condition 
  • Is complete with all original, undamaged packaging 
  • Has all its tags and labels attached 
  • Is returned with a returns order number given to you by our customer service team

Items that do not meet these criteria may be refused or subject to a restocking fee.

Please note that unless you are returning an item because it is not what your ordered or was not as described (or due to a fault – see Intense Warranty information ), you are liable for the cost of the return.

Whether you wish to return a bike, accessory or soft goods item, please fill out the returns form below BEFORE returning the item to begin the returns process with our customer service team.

If you would like to speak to a member of the Intense Cycles UK customer team regarding returning any items, please call 01454 550343 or email help@intense-cycles.co.uk.

Returning items for a refund

Provided your item(s) meet the requirements outlined in the ‘Returning unwanted items’ section above, please complete the returns form below. A member of the Intense Cycles UK team will get in touch and provide you with a returns number.

Once you have this, you can post the item back to us. We recommend using a signed-for delivery service – we cannot be held responsible for items that do not reach us.

Once we have received and verified your returned products, we will issue a refund to the credit or debit card used for payment.

Returning items for an exchange

In addition to meeting the criteria outlined in the ‘Returning unwanted items’ section above, we can only offer exchanges on like for like products – swapping the same item for another size or colour.

Provided your item(s) meet the requirements outlined in the ‘Returning unwanted items’ section above, please complete the returns form below. A member of the Intense Cycles UK team will get in touch and provide you with a returns number.

Once you have this, you can post the item back to us. We recommend using a signed-for delivery service – we cannot be held responsible for items that do not reach us.

Once we have received and verified your returned products, we will issue a refund to the credit or debit card used for payment.

Please note that in the event your requested exchange item is out of stock, you will be refunded for the value of the returned goods. 

Returning items that aren't what you ordered or aren't as described

If an item has arrived that isn't what you ordered or isn't as described, you have 30 days to return it to us for refund or replacement.

Items to be returned must meet the criteria outlined in the ‘Returning unwanted items’ section above. Please fill in the returns information form below. A member of the Intense Cycles UK team will get in touch and provide you with a returns number.

Once you have this, you can post the item back to us. We will cover reasonable postage costs for this return from a UK / Ireland address. For soft goods and accessories, we recommend using a signed-for delivery service – we cannot be held responsible for items that do not reach us. If you are returning a bike, your Intense customer service contact will arrange the collection with you.

Once we have received and verified your returned products, we will issue a refund to the credit or debit card used for payment.

Returning items that are damaged upon receipt

If an item has arrived damaged or broken, you have 30 days to return it to us for refund or replacement. If the box is damaged upon delivery, please sign for the item as damaged – this is essential in the event of a claim being made.

Please complete the returns form below. A member of the Intense Cycles UK team will get in touch and provide you with a returns number.

Once you have this, you can post the item back to us. We will cover reasonable postage costs for this return from a UK / Ireland address. For soft goods and accessories, we recommend using a signed-for delivery service – we cannot be held responsible for items that do not reach us. If you are returning a bike, your Intense customer service contact will arrange the collection with you.

Once we have received and verified your returned products, we will issue a refund to the credit or debit card used for payment.