Our Return Policy
As per our Terms and Conditions, we will accept a return if what you have received fails (falls apart, tears etc.) or is incorrect to your original specification.
We attempt to provide, on the website as well as via email where needed, as much sizing information as possible to ensure the products you receive fit perfectly. In the instance where your ELEVEN vélo product does not fit due to an incorrect size selection, we offer a ‘re-cut’ service for a recut fee; please note that your re-cut order will be part of the regular production cycle. If you choose to keep the incorrect size to resell or give to a friend, that’s fine too, just let us know at the time.
Any returned item, must be in original condition, with all tags (if any) remaining in place. The kit must not have been worn for use, washed or altered in any way.
All ‘re-cut’ returns must be processed within 14 days to be eligible and returns after this period will not be accepted.
Are returns free?
The shipping costs incurred for returning kit for re-cut are NOT covered or reimbursed by us. Any warranty repair/replacement will be returned to you at ELEVEN vélo’s cost and the cost of return postage to us will be refunded as store credit.
How do I organise a return?
Simply contact us. We will then organise a Returns Authorisation number, and provide you with all essential information. Please be aware that we cannot be held liable for any loss of your kit being returned, so where possible recommend you use a registered postal service to return goods, and make sure to keep a record of the tracking details.
We do not offer refunds as we will replace, without question, any faulty product as per clause 6 of our T&C.