We use cookies to help us provide the best user experience possible. You can manage these via your browsers setting at any time. To learn more about how we use the cookies, please see our Cookie Policy.

Close
Basket Close Menu Search

1962 - 2022 CELEBRATING SIXTY YEARS OF ADVENTURE

Help Centre Returns Policy

Returns Policy

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.

Please note that returns can take up to 14 days to process after they have arrived with us.

For exchanges we would recommend re-ordering the required item and returning the original order for a refund.

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.

Returns Address

Please return orders to:

Tiso Online
Graham Tiso Ltd
41 Commercial Street
Edinburgh
EH6 6JD
Scotland, UK

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

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.

Damaged Goods

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:

Incorrect items ordered

Incorrect items sent

Replacement Items

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.

FAQ's

Where can I find a returns form?

There should be a returns form is on the back of your invoice, alternatively you can download returns form.

How do I return something to you?

To Store.

Just pop down to your local Tiso store, take your despatch note and the goods you want to return, and the store team will be happy to offer you a refund or exchange.

Visit our Store Finder to find your local store.

By Post.

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's your responsibility.

Returns Address:

Tiso Online,
41 Commercial Street,
Edinburgh,
EH6 6JD.

How long can I keep my order before returning it to you?

We offer a returns policy of 60 days on full priced items from the day you receive your product for returns and exchanges. For sale items you have 14 days to notify us of your intention to return and a further 14 days from this date to return the items to us. This does not affect your statutory rights.

What if my item becomes faulty?

If you are concerned that your item may be faulty please let us know straight away by taking the item into your local Tiso store or by contacting our customer care team. We will try and resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover a problem.

Can I exchange an item?

You may exchange an item by returning it to any store. Please use our store finder for local store details and opening hours. You can also return goods by post for an exchange to our returns address.

How do I receive my refund?

As soon as your return has been received and checked by our returns team, we'll email you to let you know.

In the unlikely event that you haven't received an email within 10 days of returning your items, contact our Customer Service team and we'll help you out.

Make sure you let us know your original order number, which items you have returned and any delivery reference numbers when you contact us.

You have refunded the incorrect amount, what do I do?

If you feel that we have processed your refund incorrectly, please contact us with your order details so we can investigate and sort out any problem as soon as possible. However please also consider the following:

  • Your delivery charge is non-refundable except where goods are faulty, we have sent you the wrong item or you cancelled the order under the Distance Selling Regulations.
  • If your original purchase was part of a multibuy promotion e.g. "buy one get second half price", and you have returned one item or part of the original multibuy offer, then you will be charged full price for the remaining items, which will be reflected in the amount we refund you.

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,
Edinburgh,
EH6 6JD

Still have questions?

Getting in touch is easy simply follow the button below to contact us by email, phone, post or message us on social media!

Contact Us