Refund policy

Not getting on with it? You have plenty of time to sort that out, and we would rather hear from you than have a cushion sat unused in a shed.

The 60-day ride test

Every Honie cushion is sold on the understanding that you will actually ride with it. Strap it on, put some real miles down and judge it on the road rather than in the living room. If it has not taken the pressure off within 60 days of your order arriving, email hello@honie.co.uk and we will put it right. Depending on what has gone wrong, that might mean fitting advice, a replacement, a swap to the other cushion or your money back.

Changing your mind (14-day cancellation)

Separately from the ride test, the Consumer Contracts Regulations 2013 give you 14 days from the day your parcel arrives to tell us you have changed your mind. No reason needed. Once you have told us, you have another 14 days to get the cushion back to us.

What condition it needs to be in

For a change-of-mind return we need the cushion back in a state we could reasonably pass on: complete, with its cover and straps, and in the box it arrived in. Fitting it to your bike to see how it sits is fine. A season of riding is not, and neither is a cushion that has been cut, drilled or otherwise altered.

If the cushion turns out to be faulty or is not what we described, none of this applies and your statutory rights stand regardless.

Starting a return

Email hello@honie.co.uk with your order number, which cushion is going back and a line about why. We will reply with the return address and what to write on the parcel. Please wait for that reply before posting anything, otherwise the parcel can arrive without us knowing whose it is.

Who pays the postage

If you have simply changed your mind, the return postage is yours. If the cushion arrived faulty, damaged or we sent the wrong one, it is on us and we will cover it. Either way, use a tracked service and keep the receipt. Parcels do occasionally go missing, and without tracking there is nothing either of us can do about it.

Getting your money back

We will email you once the cushion reaches us and we have had a look at it. Approved refunds go back to the card or account you paid with, normally within 5 to 10 working days, though your bank sets the final pace. The original delivery charge comes back too if the return is down to a mistake on our side.

Wrong item, damaged parcel or a fault

Tell us within 48 hours of delivery and send a couple of photos of the problem and the packaging. Once we have seen them we will send a replacement or refund you in full, and you will not be out of pocket for postage.

Swapping for the other cushion

We do not run a formal exchange process, because it is slower than doing it the simple way. Send the unused cushion back under this policy and order the one you actually want. If that is awkward for any reason, email us and we will work something out.