How warranty works

Your rights, whatever the maker says

You bought from Bike Box Hire UK Ltd trading as The Bike Box Company, so under the Consumer Rights Act 2015 we are responsible to you, not the maker. If something is faulty you can reject it for a full refund within 30 days of delivery. For six months after that a fault is presumed to have been there from the start and we repair, replace or refund. You can still make a claim for up to six years if a fault appears that should not have, given the product and its price. Wear, misuse and damage in transit by an airline are not faults.

The maker's warranty on top

Most of the boxes and bags we sell carry a warranty from the maker that goes further than the law, from two years to lifetime. It is listed on every product page. Makers differ in how they want claims handled, and we show that too:

• Handled by us. You deal with us from start to finish and we claim back from the maker or distributor.
• With the maker. We log the claim and give you proof of purchase, then the maker's own team takes it from there. We stay copied in and step back in if it stalls.

How to claim

1. Email hello@thebikeboxcompany.com with your order reference, the serial number if the box has one, two or three photos of the problem and a line on what happened.
2. We reply within two working days with a claim reference and what happens next: a repair, a replacement, a refund, or a hand-over to the maker.
3. Keep the box until we say otherwise. Do not send anything back until we have told you where.

Your order confirmation and dispatch emails are your proof of purchase; the dispatch email carries the serial number where the maker supplies one. Some makers also ask you to register the product on their site, and we say so on the product page.

The Bike Box Company is a trading name of Bike Box Hire UK Ltd, a company registered in England and Wales, company number 17395115. Registered office: 128 City Road, London EC1V 2NX, United Kingdom.