Returns & Refunds Policy
Driiven Limited
We want you to be happy with your purchase. If you are not completely satisfied, you may be entitled to return your product in accordance with the terms set out below.
This Policy applies to products purchased from Driiven Limited via www.driiven.io.
This Policy forms part of the Driiven Terms and Conditions. Nothing in this Policy affects your statutory rights under applicable consumer protection laws.
IMPORTANT NOTICE
The 14-day returns period (where applicable) begins on the day you receive your order.
1. UNWANTED PRODUCTS (NON-BESPOKE ITEMS)
You may return an unwanted product provided that:
- The product is unused, undamaged, and in a saleable condition
- All original labels, stickers, seals, accessories, and components are included
- The product is returned in its original, undamaged packaging
- The product is not excluded under Section 2 of this Policy
- You notify us of your return by emailing returns@driiven.io within 14 days of receiving the product
Once we have received and inspected the returned product and confirmed it meets the above conditions, we will issue either:
- a refund to your original payment method, or
- a credit note (if you prefer)
Refunds are normally processed within 8 days of validation. Please allow 7–10 working days for funds to appear in your account.
We reserve the right to refuse a return if the product is damaged, used, incomplete, or not in a resaleable condition.
PREPARING YOUR RETURN
You are responsible for:
- Packaging the product securely to prevent damage in transit
- Including a copy of your invoice and clearly marking the return reference
- Returning all accessories, parts, and any promotional items supplied
- Covering the cost of return shipping (unless the product is defective)
Failure to comply with these requirements may delay or invalidate your return.
2. PRODUCTS NOT ELIGIBLE FOR RETURN OR REFUND
The following items are not eligible for return, refund, or exchange:
- Electronic or digital vouchers
- Bespoke or custom-built bicycles and conversion kits made to customer specifications
- Personalised products (except where defective)
- Consumable goods such as vitamins, supplements, or beverages
- Bespoke products not cancelled within 24 hours of purchase
- Clearance or sale items (exchange or credit only)
Bespoke bikes and conversion kits are covered by a manufacturer warranty.
Defective items will be repaired or replaced at the manufacturer’s discretion.
Customers are responsible for returning bespoke products to our workshop.
Repair times may take 6–8 weeks depending on parts availability.
3. CANCELLATION OF PURCHASE
Bespoke or personalised products may only be cancelled within 24 hours of purchase.
A cancellation fee of 15% of the purchase price applies to cover non-recoverable processing and banking costs.
If cancellation is due to stock unavailability of standard clothing or accessories, no cancellation fee will apply.
4. DEFECTIVE PRODUCTS
We take quality seriously. If you believe your product is defective, please notify us as soon as reasonably possible by emailing returns@driiven.io.
A defect is a material fault in manufacture that makes the product unacceptable.
The following are not considered defects:
- Normal wear and tear
- Damage caused by misuse, neglect, or incorrect operation
- Damage caused by unauthorised modifications
- Environmental damage, including corrosion
- Products that meet specifications but do not meet personal preference
STANDARD WARRANTY
If a defect is confirmed within the manufacturer’s warranty period, we will repair or replace the product, or issue a refund or credit where appropriate.
Repairs or replacements may take longer depending on parts availability.
Customers must return the product with suitable packaging and all supplied accessories.
EXTENDED WARRANTY
Selected products may qualify for an extended supplier warranty beyond the standard manufacturer period.
For further information, please contact admin@driiven.io.