Our Returns Policy

We believe in the quality of our product, however understand that sometimes mistakes can happen.

Here’s what to do.

If the product you have purchased does not fit or you are not happy with it please complete the contact form and we will get back to you as soon as possible.

Our opening hours are:
Monday through Friday 
9am – 5:30pm

Telephone: 01332 274 242

Please read the Returns Policy below.
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Our Returns Policy

SURESHIFT RETURNS POLICY OVERVIEW

Overview of your right to return a product

Goodwill Returns Policy.

In addition to your legal right (see below).

We offer an exchange or refund policy for purchases made online (where your 14 day right to change your mind has expired) provided the product is returned to our Returns Department within 28 days of receipt of your online order.

14 Day Legal Right to change your mind.

For all SureShift products bought online (“Distance Sales”), you have the legal right to change your mind within 14 days of receiving the product and receive a refund.

Returning your product because it has a fault.*

If your product develops a fault within 180 days of purchase, please return with proof of purchase and we’ll exchange or repair the product in accordance with the terms of the Consumer Rights Act 2015.

* Wear, tear & damage -whether accidental or otherwise- are not faults and are not justifiable reasons for refund or exchange of your SureShift.
You should take the same basic care of your SureShift as you would the rest of your bike. – keep it indoors in a cool dry place out of direct sunlight when not in use. Remove any dirt, detritus or water between uses.
Clean your SureShift as and when necessary with a damp soft towel using mild soap and water only.
Never use harsh chemicals or abrasives to clean the SureShift. Use a dry lint-free cloth to dry and polish the SureShift once cleaned. Check the secure fit of the SureShift regularly before use.

30 DAY GOODWILL RETURNS POLICY ONLINE

Any product may be returned for refund or exchange within 30 days of the purchase date, providing that the seal remains unbroken.

SureShift purchased from this online store may be opened for the purpose of inspection (but not used) and may be returned for refund or exchange within 30 days of the dispatch date. Please note that returned product must be complete, in its original packaging and both must be undamaged on receipt by us.

A valid proof of purchase is required for any return.

If sending the item back via our online service, please remember to obtain proof of postage from the Post office at no extra cost to yourself. Our Goodwill returns policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the consumer protection (distance selling) regulations, further details of which are available from your local trading standard department or Citizen’s Advice Bureau.

14 DAY RIGHT TO CHANGE OUR MIND

The 14 day right to change your mind, under the Consumer Contracts Regulations, only applies to products purchased online.

• How long do I have to change my mind?
You have 14 calendar days after the day you (or someone you nominate) receives your SureShift to change your mind about the purchase.

• You do not have a right to change your mind in respect of
i. SureShift purchased from any other retailer regardless of whether the purchase took place online, in-store, by telephone or by email.
ii. SureShift which are damaged, have no packaging, have damaged packaging, are used or broken or otherwise incomplete.

• How to tell us you want to cancel.
If you are exercising your 14 day right to change your mind, tell us by completing the online return form available here.

• Where you are exercising your 14 day right to cancel, you must post the SureShift back within 14 days of our response to your request at the address below. Please remember to obtain proof of postage from the Post Office.
SureShift Returns Department
Moore Large & Co Ltd.,
Sinfin Lane Industrial Estate,
Sinfin Lane,
Derby DE24 9GL

You will need to include a cover note with the following information:
1. Your order number
2. Reason for return
3. Whether you would like a refund or exchange

• Who pays the cost of return
Where you are exercising your right to change your mind, you must pay the costs of return.

• How we will refund you.
We will refund you the price you paid for the SureShift (including any applicable outward delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below.

• Deductions from refunds. If you are exercising your right to change your mind:
i. We may reduce any refund of the price to reflect any reduction in the value of the products if this has been caused by your handling them in a way that would not be permitted in a shop.
ii. We may reduce your refund of the price where you fail to return the SureShift complete in its original packaging and to take account of the reduction in value caused by any damage or missing components.

• If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

• When your refund will be made.
We will make any refunds due to you as soon as possible.
If you are exercising your 14 day right to change your mind, then your refund will be made within 14 days from the day on which we receive the products back from you. 

RETURNING YOUR PRODUCT BECAUSE IT HAS A FAULT

If you have any questions or complaints about products bought directly from our online store, please contact our Customer Service team by email at cs@help.game.co.uk and include the following information:
• Your order number
• The description of the item being returned
• Brief explanation of the fault
• Whether you require a refund or replacement

How to return a faulty Online product.
If you wish to exercise your legal rights to reject a faulty product, you must tell us by completing the online return form available here.

• You must post the SureShift back to us at the address below. Please remember to obtain proof of postage from the Post Office.
SureShift Returns Department
Moore Large & Co Ltd.,
Sinfin Lane Industrial Estate,
Sinfin Lane,
Derby DE24 9GL

You will need to include a cover note with the following information:
1. Your order number
2. Reason for return
3. Whether you would like a refund or exchange

• Who pays the cost of return
We will pay the costs of return if the Sureshift was faulty or misdescribed

• How we will refund you.
We will refund you the price you paid for the SureShift (including any applicable outward delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below.

• When your refund will be made.
We will make any refunds due to you as soon as possible.
If your SureShift does have a manufacturing defect (fault), then your refund will be made within 14 days from the day on which we receive the products back from you.

Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. You are also entitled to certain key legal rights in respect of the products. For detailed information on these rights please visit the Citizens Advice website adviceguide.org.uk or call 03454 04 05 06. Nothing in these terms will affect your legal rights.