Last updated: 24th August 2026
We want you to be completely happy with your purchase from Coates Motorcycles. This policy explains your rights to cancel, return, or exchange an item, and how refunds are processed. It applies in addition to your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
1. Your Right to Cancel (14-Day Cooling-Off Period)
If you buy online or over the phone, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason. This is known as the “cooling-off period.”
To cancel within this period:
Contact us by email or phone (details below) to let us know you wish to cancel, before or within 14 days of receiving your item(s).Once you’ve told us you want to cancel, you then have a further 14 days to send the goods back to us.
You do not need to have used the product to change your mind, but see Section 3 below for the condition goods must be returned in to receive a full refund.
Exceptions to the right to cancel: The right to cancel does not apply to:
Goods made or personalised to your specification (e.g. custom-built or custom-spec bikes, made-to-order parts). Items that have been registered for road use, had an age-restriction/DVLA registration process completed, or been used on public roads. Consumables or safety items that have been unsealed or used (e.g. helmets once worn, opened oils/chemicals) where health or hygiene reasons apply.
2. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged in transit, or is not what you ordered, you’re entitled to a repair, replacement, or refund under the Consumer Rights Act 2015, and this is separate from the 14-day cooling-off period above.
Please contact us within 48 hours of delivery for damaged-in-transit claims, and as soon as reasonably possible for any other fault, so we can arrange an inspection, courier collection, or repair. Please take photos of any damage or fault where possible and include your order number.
If a fault develops within the first 30 days, you’re entitled to a full refund or replacement.
After 30 days (and up to 6 months), we’re entitled to one attempt to repair or replace the item first.
Return shipping costs for faulty, damaged, or incorrect items are covered by us.
3. Condition of Returned Goods
To receive a full refund on a “change of mind” return, items must be:
Unused, uninstalled, and in the same condition you received them
In their original packaging, with all manuals, accessories, and parts included
Not registered, taxed, or used on a public road (applies to pit bikes, quads, enduro bikes, and electric bikes).
Not assembled where assembly would prevent resale as new (where applicable).
Items returned that show signs of use, assembly, or registration may only be eligible for a partial refund, reflecting any reduction in value, or may be refused and returned to you at your cost.
Large or boxed items (bikes, quads, buggies) should ideally be returned in their original crate or packaging to prevent transit damage, for which we cannot take responsibility.
4. How to Start a Return
Contact us at [email protected] or 07511038019 with your order number and the reason for return.
We’ll confirm whether the item is eligible and provide instructions for returning it, including collection options for large items.
Pack the item securely, ideally in its original packaging.
Please don’t send items back to us before getting confirmation, as this may delay your refund.
5. Return Shipping Costs
Change of mind returns: the cost of returning the item is your responsibility. Given the size of some items (bikes, quads, buggies), we’d recommend contacting us to arrange a courier collection, which we can quote for on your behalf.
Faulty, damaged, or incorrect items: we cover the cost of return shipping or collection.
6. Refunds
Once we’ve received and inspected your return, we’ll notify you of the outcome. Approved refunds are processed within 14 days, to your original payment method.
Please note your bank or card provider may take a few additional days to show the refund in your account.
Original delivery charges are only refundable if the return is due to a fault, damage, or error on our part.
7. Exchanges
If you’d like a different size, colour, or model rather than a refund, get in touch and we’ll do our best to arrange an exchange, subject to stock availability. Exchanges follow the same eligibility and condition rules as refunds above.
8. Non-Returnable Items
The following are not eligible for a change-of-mind return:
Custom or made-to-order bikes, parts, or race products
Bikes/quads that have been registered, plated, or ridden on a public road
Unsealed safety equipment (helmets, etc.) for hygiene reasons
Gift cards or vouchers
This does not affect your rights if such items are faulty.
9. Contact Us
If you have any questions about a return, refund, or cancellation, please contact:
Ernie Coates Motorcycles
Phone: 07511038019
Email: [email protected]
Website: coatesmotorcycles.com
This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.