Complaints Procedure
We take all complaints seriously and will work quickly to resolve your issue.
How to Submit a Complaint
If you are unsatisfied with your order, a product, or our service, please contact us directly. We aim to acknowledge all complaints within 1 business day and to resolve them fully within 5 business days.
When contacting us, please include:
- Your full name and email address
- Your order number
- A clear description of the issue
- Photos if the complaint relates to a damaged or incorrect item
What Happens Next
- Acknowledgement: We will confirm we have received your complaint within 1 business day.
- Investigation: We will review your complaint and gather any information needed.
- Resolution: We will contact you with a proposed resolution — refund, replacement, repair, or other remedy as appropriate.
- Follow-up: If you are still unsatisfied with our response, we will escalate your case to a senior member of our team.
Product Defects & Warranty Claims
All bikes and accessories purchased from AOK Bikes are covered by a 2-year warranty against manufacturing defects (statutory rights under the UK Consumer Rights Act 2015). If your product develops a fault within this period:
- Contact us with photos and a description of the defect.
- We will arrange repair, replacement, or a full refund depending on the circumstances.
- Damage caused by misuse, accidents, or normal wear and tear is not covered under warranty.
Online Dispute Resolution
If we are unable to resolve your complaint internally, you may refer it to an Alternative Dispute Resolution (ADR) provider. The European Commission also provides an Online Dispute Resolution (ODR) platform accessible at:
https://ec.europa.eu/consumers/odr
Our email address for ODR purposes is: support@aokbikes.com