Our Charter

A2B Shop is committed to providing unrivalled customer service, support and guarantees.

Our 'ready to ride' service provides customers with a unique cycling solution, tailored to the individual's needs.

Company Charter:

• A2B Shop offers a 30 day return policy. (terms and conditions apply)
• A2B Shop recognises that occasionally a problem may arise, if this cannot be rectified by a simple replacement part or exchange then we will collect and either replace or repair the item concerned and get you back on the road as quickly as possible. (terms and condition apply)
• If the customer opts to purchase a 'direct from factory/free delivery' bicycle, A2B Shop will provide access to a comprehensive video demonstrating how to assemble the bicycle. A telephone helpline is available. Please note the level of assembly required depends upon the model purchased.
• Please note that current European models are available via the 'direct from factory service' however the brakes require different assembly instructions.

Customers selecting our 'ready to ride' service:

• The bicycle will be built by a fully trained A2B Shop technician.
• A comprehensive pre-delivery inspection will be carried out by a A2B Shop technician.
• An A2B Shop technician will deliver the bicycle and carry out a comprehensive induction with the customer.

Customers selecting our 'standard delivery' service:

• The bicycle will be built by a fully trained A2B Shop technician.
• A comprehensive pre-delivery inspection will be carried out by an A2B Shop technician.
• The bicycle will be photographed to confirm its condition when leaving the A2B Shop.
• The bicycle will be disassembled, the handle bars, pedals and, in some cases, the front wheel will be detached. The bicycle will be boxed in high quality, protective packaging and delivered to the customer via our delivery partner.
• The customer will be provided with access to a comprehensive assembly video and a helpline if required.

Please note all A2B Shop products are supported by our comprehensive warranties.

• The bicycle frame is guaranteed for five years.
• All bicycle components and battery, excluding wear on brake pads, chain, freewheel and tyres have a two year guarantee.

Ex Demo/Display Warranty and Repair
All ex demo Models or discounted products will be subject to a reduced warranty please confirm at time of purchase.
All warranty claims are subject to the Heroeco terms which can be found at www.wearea2b.com.
It is the responsibility of the purchaser to keep the original box, to be used if the product needs to be returned.
For the avoidance of doubt it is the responsibility of the purchaser to return the product to A2B Shop for assessment and repair.

Cancellations and Refunds

If, for any reason, A2B Shop is unable to fulfil an order, we will contact you with an alternative suitable product or offer you the opportunity to cancel the order. Please note customers who wish to cancel an order as may do so, if the product has not been altertered or has been changed at the customers request. IF a product has been changed for the customer a refund will be processed minus the cost of the alteration and the cost of removing the changes where possible. If the product has been altered and cannot be restored to its an original condition no refund can be permitted.