Returns

To return a product, please first read though the following terms and conditions then follow our Returns Procedure.


Return Policy

We know that you will be pleased with your purchases from www.4HD.net. However, there may be occasions when you will need to return items to us.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items or packaging are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival

If your items are faulty on arrival, you have 14 calendar days in which to inform us of the fault (please note that for our business customers, this is 7 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we or our agents have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it's more than 14 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 7 days of receipt are referred directly to the manufacturer (unless otherwise stated)

Returned Unopened

Please note that our returned unopened stock is sold with the stated remainder of the manufacturers warranty and will be serviced by them.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new’ and complete with unopened, original packaging when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Anglo-American Custom Cycle Limited, we'll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers. (The Distance Selling Regulations do not apply to Business customers)

Need to return an item?

You can request a return by contacting our Customer Service Department either by e-mail at cs@4hd.net or via the “contact” section of the website. We will never accept any unauthorised returns.

In addition to this policy you should also refer to our general Terms and Conditions of Sale.



Returns Frequently Asked Questions (FAQ)


I have tried to raise a request but your system tells me that I have to call someone else. Why is this?
A. In certain cases, manufacturers provide support direct to end users. They do this for many reasons; the main one is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your RMA will invariably be dealt with a lot quicker.


I raised a request to return 2 items. When I checked the status the RMA had been re-opened and it mentioned something about removing an item before the request could be accepted. What does this mean?
A. Depending on circumstances it will not always be possible for Anglo-American Custom Cycle Limited to accept your returns request. If this happens then detailed notes will inform you of the reason and what you should do. Generally you will have to remove that item from your request and resubmit as it is not possible for us to accept part of your request


What is the best way for me to return my items to you?
A. We always advise our customers to use some form of delivery that requires a signature on delivery and the goods are insured in transit. The majority of items are returned to us using Royal Mail Special or Recorded Delivery, Fed Ex, UPS Worldwide or DHL.


I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?
A. If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package then there is a good chance that this will lead to delays of up to 30 days in processing your return. To avoid this delay, we recommend that if you wish to return goods you first obtain a RMA number by completing the Returns Merchandise Authorisation Request form supplied to you by our Customer Services Department.


I have received an incorrect item, what should I do?
A. You should raise an RMA using the Returns procedures contained within this document and return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery or Special Delivery via Royal Mail), please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly. Alternatively you can request that we collect the item from you using our courier. This must be done when you raise the initial RMA request and cannot be provided once an RMA has been authorised. If we find the item(s) have been supplied correctly a charge will be incurred for the collection.

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