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Home > Customer Service > Returns Policy

Returns Policy


Online Purchases

Returns by Post

While restrictions are startign to ease to ensure the safety our staff we are still running with a limited team and refunds will take longer than usual to be processed, our current procesing time is approximately 10-14 days after the item has arrived with us.

For exchanges we ask that you place a new order for the required size and return the original order for refund.

We recommend sending all returns using a tracked delivery method and thank you for your patience at this time.

Returns to Store

Most of our stores have now re-opened and they are able to accept return of online orders, full details on which stores have re-opened and their hours can be found at tiso.com/shops.

In-store Purchases

We are now able to accept returns in our open stores, full details on open stores and their hours can be found at tiso.com/shops.

Online Orders

If you buy from us online, you have 60 days from the point of receipt (not of ordering) to return goods to us at the address below. We will offer either refund or exchange providing the terms are correctly met (labels attached, product unused, documentation included). Please ensure that you include a completed returns form from the back of your invoice or downloadable here.

Goods may also be returned to any Tiso or Alpine Bikes store. Please take your despatch note and the goods you want to return, and the store team will be happy to organise a refund or exchange for you. Visit our Store Finder to find your local store.

Online & In Store Sale/Outlet Items

All SALE and CLEARANCE products are subject to a 14 day Refund & Exchange Policy, as long as they are returned in an unused and re-sellable condition (complete with all packaging and manufacturers labels) and only if accompanied by a valid till receipt or alternative proof of purchase.

You have 14 days to notify us that you wish to return your order. Please return your goods to us within 14 days of cancellation.

All orders can be returned in store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you. If you've paid using a credit/debit card, a refund/exchange will be processed using the original method of payment.

Store Purchases

After buying full RRP item(s) from us, you have 60 days from point of purchase to return them in store for a full refund. Items must be returned in an unused and re-sellable condition (complete with all packaging and manufacturers' labels). A refund will only be issued if accompanied by a valid till receipt or alternative proof of purchase. Any refund provided will be made using the same method of payment used in the original purchase and will be for the value of the returned item shown on the till receipt.

Tiso will also exchange any item purchased as long as it is returned within 60 days of purchase and in an unused and in re-sellable condition including all packaging and manufacturers' labels.


For questions concerning your purchase:

Tiso Online
Graham Tiso Ltd
41 Commercial Street
Scotland, UK

Telephone:+44 (0)131 561 2010
Email help@tiso.co.uk



Damaged goods

  • If an item is damaged on delivery to you, you should not sign for the item and the courier will return it to us.
  • If you have signed for an item and then later realise that it has been damaged, please contact us on help@tiso.co.uk and we'll let you know the next steps.
  • Tiso Online will refund any delivery costs, along with the costs of the damaged goods for items which are not being replaced.
  • Any replacement items will be sent at no extra charge.

Faulty goods

If you are concerned that a product we have supplied may be faulty and wish to return it to us for assessment please follow the guidelines below:

  • Please contact us by email on help@tiso.co.uk before returning the goods as we may be able to help solve the issue.
  • Any goods returned for assessment should be in a clean and dry condition, if soiled goods are received, they will be returned to the customer for cleaning.
  • Goods should be accompanied by your name and contact details, the order number and the date of purchase. (Please print and complete a to accompany your goods). This will allow us to refund you correctly.
  • Full details of the fault should be given in a brief letter and the goods returned to the Tiso Online address.
  • Please note that an investigation into faulty goods may take time to complete, however we will endeavour to process all investigations to a reasonable timescale.
  • If the goods are found to have a fault Tiso Online will repair, replace or refund the goods.
  • If the goods are found to not be faulty, the goods will be returned to you. Tiso Online, subject to the UK Statutory Right of Cancellation, reserves the right to charge you for the costs incurred in dealing with goods that are found not to be faulty.

Incorrect items ordered

  • If you have ordered the wrong item, you can return it to us at Tiso Online.
  • Please fill in a returns form and enclose it with your goods.
  • Amounts to be refunded will take account of the rights of cancellation and the sale of goods act, the customer is liable for the cost of returning goods to us except by prior arrangement with Tiso Online.
  • If you would like a replacement item to be sent to you, you may be charged again for delivery.

Incorrect items sent

  • If we have sent you an incorrect item, please contact us on help@tiso.co.uk with a note of your order number and we'll let you know the next steps.
  • Tiso Online will refund any postal charges that you incur sending incorrect items back to us, and will refund or replace the goods.

Replacement items

  • If you have been sent a damaged or incorrect item, we will send you a replacement item of the same value at no extra cost.
  • If you do not want a replacement item for damaged goods or items sent incorrectly, or if there is not an appropriate replacement available, you will be given a full refund, including the delivery charges.

The delivery charge is non-refundable except where the goods are faulty or in cases where the order was cancelled within the 14 day cancellation period. Please be aware that due to Health & Safety at work regulations we require any used faulty goods to be in a clean condition before accepting them for a refund. This does not affect your statutory rights.

Please note that we cannot exchange or accept a return on swimwear or underwear, with the exception of faulty merchandise.

A note on postal returns

You can make your own arrangements through any postal carrier but we recommend you use one who can give you a "Certificate of Posting" as, until the parcel reaches us, it remains your responsibility.

Tiso Online,
41 Commercial Street,