FREQUENTLY ASKED QUESTIONS
Servicing & Repairs
Which service package do I need?
If you’re unsure of exactly what your bike needs to get it back feeling right, please pop by to our city centre workshop, give us a call or arrange a home collection. We can then give your bike a full checkover in the flesh to diagnose the level of service and any parts you may need and provide you with a no obligation estimate.
How do I book a home collection and delivery?
You can book online with a service or contact us directly to arrange your home/office collection and delivery service. The collection and delivery charge is £15 total. Collection and delivery is available within 5 miles of S1 4HX only. We schedule collections between 6-8pm Monday-Friday, subject to availability. We will give a 30 minute window to give you an accurate time to expect us, and will call 20-30mins before we get to your address to make sure the time is still convenient for you.
How long will it take to fix my bike?
If your bike is pre booked, we aim to turn around services and repairs the same day the bike arrives, and within 24hours depending on availability of parts. We ask that bikes are in the workshop by 10am at the latest, and that you can leave the bike with us until 5pm the day of your booking. We assess all bikes on arrival and can discuss with you if there are any special order parts that may hold us up, and arrange a specific collection time with you. If you have a particular deadline just let us know when you bring the bike in and we’ll do our best to make sure it’s ready to go for when you’re heading home.
How do I book a service?
You can book online, email us on firstname.lastname@example.org, call us on 0114 438 8506, or walk in to our city centre workshop on Wellington Street in Sheffield 8am-6pm Monday – Friday, 8.30am-2pm Saturday (We’ll even make you a brew!).
Do I get warranty on parts and labour?
All parts supplied by Bike Rehab come with a manufacturer warranty which is a minimum of 12 months after purchase for manufacture defects. If a part supplied and fitted by us has a warranty issue we will also cover the labour for removal, return and installation of the product. Customer supplied parts are not covered by any labour or manufacturer warranty with Bike Rehab.
Is my bike insured while it's with you?
Yes. From the time we take hold of your bike to the moment you get it back it is fully insured during transport, storage and testing.
What happens if you find something else wrong with my bike during a service / repair?
We try and catch as many issues as we can on the initial assessment of your bike, but sometimes unforeseen issues come to light once a further assessment has been completed. We will always call you before doing any additional work or before installing any parts that would change your estimate.
What happens if something still doesn't feel right after the bike has been serviced/repaired?
We pride ourselves on our after service care and customer service. If you have any questions, concerns or need anything adjusting please don’t hesitate to get in contact and we will do our upmost to resolve the issue as soon as possible.
What happens if I can't pick my bike up when it's finished?
We’re happy to keep hold of your bike for 7 days from the date of completion without charge. After that, we charge a £1 per day storage fee up to a maximum of 30 days. If a bike is left in storage for over 30 days it will be sold to recoup costs of the service/repair (see our terms of service for details). We can arrange a home delivery for £10 on any bike, this can be completed between 6-8pm Monday-Friday for if you struggle to get to us to collect your bike.
Does it cost to book online?
Online booking requires a £10 deposit payable by card at the time of booking along with your details. This deposit is refunded on completion of your service/repair work. This deposit is not refunded if you miss your slot or choose to cancel your repair/service.
Can I cancel or reschedule my online booking?
You can cancel or reschedule your booking up to 7 days before your slot without losing your deposit. Call or email us directly to do this.
When should I drop my bike in?
We ask that all bikes are in the workshop before 10am on the day of your work slot and are left until 4pm, regardless of the exact time slot you have booked in for. If this is not possible please contact us directly by 24 hours before your service.
How do I book a repair online?
Repairs are booked in as 'assessment' slots on our online calendar. Please bring your bike in on the day of the assessment. We will diagnose and provide an estimate during your assessment slot, and repair the bike if you give us the go ahead.
How much will my service or repair cost?
When you arrive in store we will complete a further assessment of your bike. We can then create a full estimate of parts and labour charge for the work you would like completing. This may lead to your total bill changing from the original service package you have booked in for online. You will be able to choose the amount of work you would like completing and we will give you an estimated price before going ahead. Please see our Service & Repair FAQ's for more detail.
How long will my service take?
The timescale of your service or repair will depend on the amount of labour required and parts availability. Although we will try our hardest to complete the work within the timescale set during your online booking, we cannot guarantee this. We will keep you informed during the initial and further assessments with the estimated timescale of your job.
Where do I book collection and delivery?
Collection and delivery is an additional £15 and can be booked alongside your service when you call or during the online booking process.
What's your availability?
Our online calendar will show our up to date availability, but not all available service/repair slots are available to book online. So for the latest availability speak to one of our team directly.
My order is incorrect or is missing items.
If you find any discrepancies with your order, please get in contact with us as soon as possible on 0114 438 8506 or email email@example.com. Please have your order number to hand.
Can I amend or change my order?
Unfortunately once you've completed the checkout and paid for your item we cannot change your order, but don't worry, you can use our returns process and send it straight back for a refund.
What is your returns policy?
Please see our returns policy here.
I've found a defect with my purchase, what should I do?
Contact our team immediately do discuss a warranty return investigation on 0114 438 8506 or email firstname.lastname@example.org. You can then use the returns process in your customer account page to send the item back.
Where do you ship to?
We ship to the United Kingdom only.
My order has been dispatched but not yet arrived.
Firstly, please check the delivery method you selected at the checkout, this will give a guideline of when you should expect to see your goods.
If you're order is already outside this guideline then we're sorry your order has been delayed. If you have used a priority or tracked shipping method, please use your tracking number to check with the courier where your parcel is. Please also check with the courier that the item is not at their depot, or has been left in a safe place with a neighbour etc.
If you are still unable to track down your order please contact our customer services team directly.