Terms & Conditions

Changed your mind? Ordered the wrong thing?

If you would like to return an unwanted item, please notify us within 14 days of receiving it by sending an email to urbanair@btconnect.com  then return the goods to us within 14 days of this notification. 
You can send any unused item in its original packaging back to us for a refund or exchange. Whether it’s the wrong size, you don’t like the colour, or you’ve just changed your mind, that’s ok. We only ask that you please take care to ensure that the item and its packaging are still in brand new condition, and where goods are sealed for health or hygiene reasons, they remain sealed.
Please note that you will be responsible for the cost of sending an unwanted item back to us. 
Assuming the above conditions are met, we will issue a refund for the goods and the basic delivery charge, or carry out an exchange. If you return only part of an order you will not receive a refund for any of the original delivery charge. If you exchange only part of an order, an additional delivery charge may apply to the new order. 
(The above information does not apply to custom or personalised products, such as custom wheel or bike builds, which cannot be returned unless faulty). 
If we receive a product not in brand new condition to the extent that its value is diminished by any amount, this amount will be recovered from the refund value.

Faulty Items
You have 14 days from receiving your order in which to notify us of any fault which was present at the point of delivery. You will be required to provide evidence of this fault and that it was indeed present from the very beginning. Please notify us of such issues as soon as you can, but no later than 14 days. Please also provide photographs via email to illustrate the fault. Goods returned under this circumstance are eligible for a refund, which we will issue within 14 days. 

If it is not possible to demonstrate that a fault was present at the point of delivery, and/or a fault has become apparent after you have started to use the goods, then you should return them to us for inspection under warranty. This applies even if you have only had the goods for a short period of time. Please review our Warranty Terms below. If, upon inspection, we can confirm a genuine fault then you will be offered a repair, replacement or refund (if appropriate). If no fault is found then you will be offered a chargeable repair or replacement, otherwise we will return the goods to you as they are.

Our terms & conditions of support exclude products that have been subject to;
abuse, neglect, accident, improper assembly, fitting unauthorised components, lack of maintenance, commercial hiring, normal wear & tear, competitive racing, stunt riding, jumping or other similar activities. (or if your friend/relation/untrained cycle/scooter mechanic has a go at fixing it for you).

our terms & conditions of support also exclude damage alteration, or deterioration to the surface finish, aesthetics or appearance of the product.

No issues can be considered valid until inspected and agreed by urbanair warranty dept, which will then be passed to the distributor/manufacturer for further inspection.

In the event of a genuine issue being validated;
Replacement parts only or the nearest available equivalent parts will be issued.

urbanair does not include labour charges as part of our pricing.

urbanair shall not be responsible for accidental or consequential damage or loss howsoever caused.

The user assumes any and all risks in using our products in any manner excluded by these terms.

Please note: All returns are at sender's expense.

All Products may be liable to change by manufacturer, therefore specifications may be changed without prior notice.

Availability of goods
All items offered are subject to availability. If the item you have ordered is not available, you will be contacted by email or telephone, if you have entered the relevant details, and you will have the option either to wait until the item is available or to cancel your order. A comparable product may be substituted in the event of a product being unavailable, pending customer agreement. Special orders cannot be returned to us.

Available to order...  May not be in the high street shop, but is available to order and will be despatched on arrival at the high street sho, this generally takes 1 or 2 days. Items which are noted as 'available to order' are ordered in specially for customers, which means they are something which is non-returnable due to being a special order item only, this includes helmets & clothing, it is the customers responsibility to order the correct sizes.

Please note delivery is mainland UK, any overseas deliveries - please contact us for shipping options & prices.

Age of Consent: When placing an order you are declaring that you are the appropriate legal age to purchase the item. If it is found that you are not legally entitled to order certain goods, we reserve the right to terminate all account facilities immediately, without notice, and we will not be obliged to complete the order

Placing an Order: All orders made by you through the Web site are subject to acceptance by us. We will acknowledge your order by email, please note that this is an acknowledgement email only and does not mean that we have accepted your order. We will debit your credit card at time of order, however if your order is not accepted we will credit your card immediately. We may choose not to accept your order for any reason.

Order and pay through the website or phone, & collect in-store, or pay on collection.

If you have any questions please contact us on 07766142283 or urbanair@btconnect.com

Delivery (possible scam buyers):
Here at urbanair we fully support safe online buying, although from time to time we may come across possible 'scam' buyers.
We believe the best way to deal with these 'characters' is to 'name & shame' through social media, without exception

Bike Storage Costs

We have very limited space for bike storage and would therefore ask that customers collect their bike/scooter as soon as possible.

We offer a free text service, the customer will be informed by text message as soon as their repair/service/build etc is completed.
Alternatively we will phone or leave an answerphone message.

Due to storage space, We are forced to charge a storage supplement of £2 per day, calculated from 7 days after completition of the repair/service/build etc is completed.

If the bike/scooter etc is not collected within 2 months of noticification of completion, we will sell the bike/scooter to recover our parts & labour costs.