Refund policy

This policy is part of our Terms of Service. It was last updated on 3 November 2026. If you are at all unhappy with your Cotic product, please contact us straight away at info@cotic.co.uk.

Cancelling and returning an order: 14 days

If you are a consumer, you have the right to cancel your order and return the goods for a refund within 14 days after the day you receive them. You do not need to give a reason. This right is protected by the Consumer Contracts Regulations 2013.

To use it, email us at info@cotic.co.uk within those 14 days to say you want to cancel, then return the goods to us within a further 14 days. The goods must be in unused condition. You are responsible for the cost of returning them.

Once we have received the goods and checked that they are in as new, saleable condition, we will give you a full refund, including the standard delivery charge you paid. If a returned item is not in as new, saleable condition, we will contact you straight away to discuss a settlement.

Love It Or Your Money Back: 30 days

Under our Love It Or Your Money Back policy, if for whatever reason you are not completely satisfied with your Cotic frame or bike within 30 days of purchase (defined as the date on your Cotic invoice), you are entitled to a full refund, wherever you are in the world.

Love It Or Your Money Back is based on the following terms:

  • No refund will be issued until the frame or bike is returned to Cotic and is received by Cotic.
  • The bike or frame must be received back by Cotic within 30 days of the invoice date to qualify for a refund.
  • Shipping of a returned frame or bike is at the owner's cost. Cotic is not liable for shipping costs associated with returning a frame or bike under this policy, though we can facilitate shipping via our own courier channels and invoice you at cost.
  • The frame or bike can be used, but must be returned in functional, saleable condition: returned clean, in original packaging, with no dents or large scratches, no stickers or frame bags placed directly on the frame, and having followed our set-up advice and instructions.
  • We reserve the right to reduce the refund value if any part of the bike or frame requires replacement to render the product saleable in used condition.

Custom paint (A La Carte)

You can change or cancel an A La Carte order for a full refund at any time before painting starts. Once painting has started, the 14-day right to cancel and Love It Or Your Money Back no longer apply, because the paint is made to your specification.

If you cancel after painting has started, we keep the A La Carte paint price (the extra charge shown for choosing A La Carte) or 20% of your order value, whichever is less, because the paint has been done to your order and cannot be undone. We refund everything else you have paid.

The Rocket is the exception. Its paint is included in the price, and Rocket customers can cancel for a full refund even after painting has started.

How refunds are paid

We refund you within 14 days of receiving the returned goods, or sooner if we can.

  • Card, wallet and PayPal payments are refunded to the same card, wallet or PayPal account you paid with.
  • Bank transfer payments are refunded to the account the payment came from.
  • If you bought with V12 finance, we will tell V12 and your finance agreement will be cancelled as set out in your credit agreement. We refund your deposit to you, and any balance we received from V12 goes back to V12.
  • If you paid through a Cycle to Work scheme, we refund the scheme provider or your employer, not you, because they paid us. Their rules then decide what happens next.

Returning an order from outside the UK

If you are returning an order from outside the UK, you arrange and pay for the return, and you are responsible for any customs paperwork. Please contact us first and we will help with the paperwork.

We cannot refund import VAT, customs duties or carrier fees that you paid in your own country, but you may be able to claim them back from your customs authority when you send the goods back.

Faulty goods

If goods are faulty or not as described, please contact us straight away. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund, and we pay the cost of getting faulty goods back to us. Your frame warranty is set out in our Terms of Service.

Your statutory rights are not affected by anything in this policy.