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Buyer Protection and Returns Policy

Sometimes, things can happen. But we've got you covered.
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Moose Buyer Protection Promise

Buying used bikes online is not easy. That's why we offer Buyer Protection on all our bikes.

Moose securely stores your money until you have received your bike and for 48 hours until you approve it.

Every shipment is insured against damages and loss during shipping.

If the features or conditions of the bike vastly differ from the description, you can return the bike for free. Once reported within 48 hours of delivery, Moose Marketplace will take care of sending the bike back.

How Buyer Protection Works

1. Buy Your bike
2. inspect your bike
3. approve the bike or make a claim

Returns Policy

Eledgible Returns

You may return your bike for free within 48 hours after delivery. Any return claims made after this time will not be elidgible.

You can return a bike for the following reasons:

Different from description

If the bikes features vastly differ from it's description you can return your bike. These features could be: frame size, colour, specification e.g different groupset, condition of the bike, structural damage that has not been stated.

Different from photos

The photos of the bike should show it's overall condition along with the description. However, if the condition is vastly different from the advert, you can return the bike. For example if the listing only shows a few scratches but the bike comes with a lot.

Evidence

To make a return, you must provide photo or video evidence of the reason why nyou want to return the bike.

ineligible returns

We are not able to accept returns for any of the following reasons.

Change of mind

If you don't like the bike but it matches it's description, we cannot offer a return.

the bike doesn't fit

To make sure the bike will fit properly, take a look at the manufactureers guidlines on sizing, if you need a hand, get in touch with our team.

the condition was listed accurately

If the bike arrives with some damage, but the listing states it, you will not be able to return the bike.

delivery time

If the bike arrives outisde the estimated delivery time, we cannot offer a refund. Whilst most bikes arrive within 10 working days, delivery times may vary depending on locations.

48 hour claim window expired

You cannot make a claim more than 48 hours after the bike has been delivered.

insufficient evidence

To make a claim, you must provide evidence of why you the bike is vastly different from it's description.

Frequently Asked Questions

Frequently Asked Questions

Get In Touch
  • How do I make sure my bike fits me?

    Find the bike on the manufactureers website, they will usually have a size guide. if you can't find it, get in otuch with us and we will do your best to help.

  • My bike doesn't fit me, what should I do?

    Unfortunately you cannot return the bike for this reason, unless a different size was stated on the listing.

    Chances are, if you were willing to buy the bike at that price, someone else probbably will too! Sell it again on Moose Marketplace.

  • How do I make a claim?

    Get in touch with our team explaining why you think you are eligible for a return. Attach evidence such as photos or videos.

    Our team fairly analise each claim on a case by case basis

  • How long does it take for a claim to be reviewed?

    Our team aims to resolve all claims within 2 working days, however it can be longer depending on the nature of the claim. The more evidence you can provide, the easier it is for our team to resolve the claim.

See what our customers have said.