Refund policy

If our instructions on the home page are followed, we know you will love Smart Lever products. But if you’ve changed your mind (valid only for items purchased online, not in a shop), the following terms apply.

Where you didn’t have the chance to handle your Smart Lever product before purchase (i.e. you’ve had it delivered after an online purchase) you have from the order date up to 14 days from the date of delivery to let us know that you are cancelling your order or returning the item, then a further 14 days (i.e. a total of 28 days) to return the item to us. If you decide to return the goods, the responsibility for shipping costs and secure packaging to protect the items rests with you. The items must be unused (insomuch as you are entitled to handle them to inspect them as you would in a shop before purchase) and in ‘as new’ resaleable condition. Contact us using the CONTACT FORM HERE first, then package your return with your order number and your contact details, and send to:

Smart Lever Returns
Bicycle Innovations
7 Bridge Street
Winchester
SO23 0HN
UK

We will inspect returns for signs of damage or wear and effect a refund within 14 days of receipt where the item is resaleable. Your refund (if applicable) will be for the item(s) that you’ve returned and if you are in the UK and paid our standard (Royal Mail 48) shipping for delivery to you, that will be refunded too. No shipping costs will be refunded if you are outside the UK or paid for another (e.g. faster) shipping service. We recommend that you take photos before you return your item as evidence of condition, and we also recommend that you send your parcel by a tracked delivery service. In the event that the item is damaged or has signs of use/is worn, we will send it back to you.

Goods not Received - Please let us know if your goods have not arrived within 14 days of your order. Please note if the shipping address you entered in incorrect or you are not in to receive your goods and they are as a result returned to and held at a local depot, you must collect the goods before they are returned to us or another shipping cost will be payable.

Faulty or incorrect goods – please first take photos and contact our customer service team using the CONTACT FORM HERE for returns advice. When the instructions are followed, Smart Lever is easy to use and is highly effective. Some customers may require a little practice to use Smart Lever successfully, so if you have any initial difficulties, please watch the instruction videos and read the instructions carefully to ensure you are using the tool correctly.

We may ask for a video or photograph of your item so don’t send anything back until you’ve made contact. Where appropriate you are responsible for securely and safely returning the item, after advice from our customer service team. Upon receipt we inspect all returns for wear and tear and damage and aim to replicate any issues reported. If we don't find a manufacturing fault and/or there is evidence that the issue is caused by wear and tear or misuse, we will return the item to you. If there is a fault/the items are incorrect, we may make good any shortage or non-delivery, or offer a repair, exchange or refund as appropriate in accordance with your consumer rights. We will also – where applicable - refund reasonable postage costs. Please don’t send your item back without making contact with the customer service team first. For peace of mind, we encourage you to keep a receipt as proof of your return.