Standard Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it or credit your account (credit note), subject to the below terms. This Policy applies to products bought from Driiven Limited (

Certain parts of this Policy do not apply to bespoke or personalized products, and this is indicated in the relevant sections below. Bespoke or personalized products are mainly customized bikes and conversion kits, that are made to the customers specifications including choices of speed, color, gearing and other components.

This Policy forms part of the Driiven Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.


Please note the 14 days commences from date of receipt of your order.


1. Unwanted Products

In general, you can return an unwanted product, provided:

  • it is undamaged and unused, with the original labels and stickers still attached.
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
  • it is not missing any accessories or parts.
  • it is not listed in section 2 – Products not eligible for return; and
  • you log a return via email ( within 7 days of delivery to you or collection by you of the unwanted product.

Once we have inspected the product and validate your return, we will credit your account with the purchase price of the product, less any shipping fees where applicable within 8 days of the return (or refund you if that is your preference).  Please bear in mind that refunds can take 7 – 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a saleable condition or missing any accessories.


Preparing Your Products For A Return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

      • package your products safely and securely for protection during transit.
      • clearly mark your return reference and include a copy of the Invoice on the inside of the parcel; and
      • include all accessories and parts that were sold or given as freebies with the product in a new or saleable condition.
      • You are responsible for the cost of delivery to return the goods.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.


2. Products Not Eligible For Returns/Refunds

The following products are not eligible for a refund, exchange, or credit:

  • electronic vouchers.
  • Bespoke or custom bikes and conversion kits. Our bikes and kits come with a 2 year manufacturer warranty and will be replaced or repaired at the discretion of the said manufacturer if the product is regarded as defective. Please read section 4 for more information on defective products. The customer however is liable for getting the product back to our workshop for the repair. Repairs can take up to 6-8 weeks depending on whether parts are available immediately or must be sourced from neighbouring countries.
  • Any personalised products made to your specifications. Any personalised or bespoke product that is defected will be repaired at the manufacturers cost.
  • Vitamins or sports beverages, or other products intended for everyday consumption; or
  • Bespoke purchases not cancelled within a 24-hour period after purchase has been made.
  • Any products marked for “Clearance” or “Sale Items” are not eligible for refund and can be exchanged for another product or a credit note obtained, valid for 12 months from the date of issue.


3. Cancellation of Purchase

Any bespoke or personalised product can only be cancelled within a 24-hour period from the purchase date of the product.

All cancellations will incur a cancellation fee of 15% of the total of the purchase price. This is to cover all bank commissions, bank processing fees and other costs involved in returning the funds.

If a cancellation is due to us not having stock of “clothing or accessories”, there will not be any cancellation fee involved.


4. Defective Products

We do our best to ensure that the products we deliver to you are of the highest quality and standards, and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will NOT entitle you to a return under this section 4:

  • faults resulting from normal wear and tear.
  • damage arising from negligence, user abuse or incorrect usage of the product.
  • damage arising from electrical surges or sea air corrosion.
  • damage arising from a failure to adequately care for the product.
  • damage arising from unauthorised alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.


Standard Warranty

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the warranty period of the manufacturer, after date of purchase or delivery of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return via email ( outlining the defect. Once we have received and inspected the product and validated your return, we will, at your choice, repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product. Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 7-10 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

Please provide suitable packaging for returning the product, as well as all accessories that were sold or given as a freebie with the defective item when you return it to us for a refund.

Beyond the warranty period, there will be a charge for any repairs undertaken. Please contact us at


Extended Warranty

Driiven Limited  now offers a generous extended Supplier warranty program on selected products beyond the 12-24 months manufacturer period.

For more information email us at


Questions about the returns should be sent to us at