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Refund policy

We want you to be completely happy with your purchase. This policy explains how to cancel an order, return an item, claim for a faulty or damaged product, and how refunds are handled. It applies to orders placed on controlbmx.com.

Order Cancellations

If you change your mind before your order has been dispatched, you can cancel it for a full refund at no cost. To cancel, email us at info@controlbmx.com with your order number as soon as possible. If your order has already been dispatched, you can return it under the "Change of Mind" section below once it arrives.

Returns – Change of Mind (Wrong Size, No Longer Needed, etc.)

We accept change-of-mind returns. You have 14 days from the day you receive your order to notify us that you wish to return it, and a further 14 days to send it back. To be eligible, items must be unused, unworn, with all original tags attached, and in their original packaging, along with the receipt or proof of purchase.

  • Return shipping: Return postage for change-of-mind returns is the customer's responsibility. We recommend a tracked service, as you are responsible for the item until it reaches us.
  • Restocking fee: We do not charge a restocking fee.
  • Original delivery charge: Where you cancel within your statutory 14-day cooling-off period (see below), we refund the standard outbound delivery cost in addition to the price of the goods. Any premium or upgraded delivery charge above the standard rate is non-refundable.
  • Return method: Returns are made by post or courier to our returns address. We do not offer in-store returns.
  • Return label: For change-of-mind returns, you arrange and pay for return postage; a label is not provided.

Faulty, Damaged, or Incorrect Items

If your item arrives damaged, is faulty, or is not what you ordered, we will put it right at no cost to you. Please inspect your order on arrival and report any transit damage or incorrect items within 48 hours of delivery by emailing info@controlbmx.com with your order number and photos of the issue.

Under the Consumer Rights Act 2015 you have the right to reject a faulty item for a full refund within 30 days of receipt.

  • Return shipping: For faulty, damaged, or incorrect items, we cover the cost of return postage.
  • Return label: We will provide a prepaid return label or reimburse your reasonable postage costs.
  • Deadline: Report faults within 30 days of receipt; transit damage and incorrect items within 48 hours.
  • Refund: Once we receive and inspect the item, we issue a full refund (including original delivery costs) to your original payment method, or arrange a replacement if you prefer.

How to Start a Return

  1. Email info@controlbmx.com with your order number and the reason for your return.
  2. We will confirm your return and provide instructions (and a prepaid label, where applicable).
  3. Pack the item securely in its original packaging with all tags attached.
  4. Send it, using a tracked service, to: Control BMX Limited, Ddau Gae Farm, Rhiwfawr, Swansea, SA9 2RY. Items sent back without first requesting a return will not be accepted.
  5. Once we receive and inspect your return, we will process your refund.

Non-Returnable Items

Certain items cannot be returned, including used or fitted components, items returned without original packaging or tags, gift cards, and any item not in resaleable condition. This does not affect your rights in respect of faulty goods.

Exchanges

The fastest way to get the item you want is to return the original item (following the steps above) and place a new order once your return is accepted.

Statutory Cooling-Off Period

If you are a consumer, you have a statutory right under the Consumer Contracts Regulations 2013 (and equivalent EU consumer law where applicable) to cancel your order within 14 days of receiving the goods, without giving a reason. To exercise this right, notify us at info@controlbmx.com within that period. The item must be unused, unworn, with tags, and in its original packaging. We will refund the price of the goods and the standard outbound delivery cost within 14 days of receiving the goods back, to your original payment method.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund is approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Please remember it can take additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your return was approved, contact us at info@controlbmx.com.

Warranty

Products are covered by the manufacturer's warranty where applicable (for the brands we stock). Warranty terms vary by brand. If you believe your product has a manufacturing defect, contact us at info@controlbmx.com with your order number and details, and we will help process a warranty claim with the relevant manufacturer.

Contact Us

For any questions about returns, refunds, or warranties, email us at info@controlbmx.com.