Unwanted and Exchange Items
Goods which prove unsuitable may be returned for a refund or exchange if the are returned to LoomQ within 30 days from receipt subject to the following conditions:-
Goods are returned carriage paid
Goods are returned unused (not fitted) and in perfect condition in its original packaging where appropriate.
All returned items must be in their original, unopened packaging and packed safely and securely. LoomQ cannot be held responsible for any damage incurred in transit.
Please do not stick labels or write on the goods original packaging.
Goods returned after 30 days may be accepted but you must contact us before returning your items.
A credit note voucher will be given in lue of a direct refund. This does not affect your statutory rights.
Please include a copy of your receipt and a full covering letter with all returns and for your protection
We recommend using a tracked postage service for returns as LoomQ cannot be held responsible for any goods lost in transit. Please keep your proof of posting.
If you are returning goods back from ouside of the EU you must mark them as “Returned Goods – Failed Sale” failure to do so may lead to the parcel being returned to you. Do not put any value in the “Customs Value” box as this will lead to charges that are not payable and the parcel will be returned to you.
You do NOT need to call before sending any goods back to ourselves but please ensure you include a copy of your order with your return.
We cannot accept the return of any items that are custom built or special order e.g handmade frames, complete bikes built to customers own specifications, custom wheels, special frame paint colours and finishes or one off special order items.
Goods that were part of a group discount and/or special offer for multiple purchases or value discount and you return just one part of the offer may lead to the discount being reduced or deducted. ie. if you made your purchase over £100 to use an offer code or apply a discount that only applied to sales over £100, and you then return an item which takes the purchase below £100 you will lose any discount applied to that order, you can of course return the whole order for a full refund.
We will contact you when we have actioned your return explaining what we have done in regards to your request, be it a refund, exchange or waiting for warranty inspection/repair.
Please allow 14 days for any refunds to show in your credit card / Maestro accounts from when we received the goods back.
Wrongly Supplied Goods
Believe it or not we are only human and occasionally we may make a mistake and send you an incorrect item.
Please Note – you must notify us of any mistake within 14 days.
LoomQ will cover the cost of return postage for any item wrongly despatched by us and arrange for teh correct item to be despatched, an alternative or a full refund.
If you have an item that you need to return to LoomQ due to a fault within its warranty period please contact us first as we may be able to offer advice over the telephone.
If in the event you need to post an item back please include a copy of your receipt together with full details of the problem so as to help us with a speedy return.
Please note some items may need to be returned to the manufacturer for inspection/repair.
Please note that rear shocks are not covered by the frame manufacturers warranty – for any issue with your shock, contact us first and we will assist in handling your claim with the relevant UK distributor or service partner.
Goods must be returned in a clean condition, postage paid.
We are sorry but we are unable to refund postage costs for warranty returns
The warranty is to repair or replace at the manufacturers discretion.
If goods are found to be out of warranty we will try to work with you to find the best possible solution.
If you require non warranty goods to be returned you will need to cover the postage costs.
If you have purchased something that is not the right size, model or colour and require a replacement quickly, the easiest solution is to purchase the correct item from our store and return the first item to ourselves with a note asking for a full refund.
Please return your goods to:
LoomQ Online services
Mayur Vihar Ph 1