Refund policy

Returns & Refunds Policy

Last updated: 10 October 2026

This Returns & Refunds Policy applies to purchases made through citytransport.shop, operated by CITY TRANSPORT GROUP LTD.

1. 30-Day Return Period

You may request a return within 30 calendar days after receiving your order.

To start a return, email support@citytransport.shop with:

Your order number
The email address used for the order
The product you wish to return
A brief description of the issue, where applicable

You do not need to provide a reason when exercising a statutory cancellation right.

2. Return Conditions

For change-of-mind returns, products should be returned in their original condition, together with any included accessories and packaging where reasonably possible.

You may inspect a product in the same way you would in a physical shop. We may make a reasonable deduction if a product has been used or handled beyond what is necessary to establish its nature, characteristics and function, where permitted by law.

This does not affect your rights when a product is faulty, damaged, incorrectly supplied or not as described.

3. Return Shipping Costs

CITY TRANSPORT GROUP LTD pays the return shipping cost for approved returns.

We will provide return instructions and, where available, a prepaid return label. Please use the return method provided or approved by us. Additional or express shipping costs arranged without our prior approval may not be reimbursed.

The return address is:

CITY TRANSPORT GROUP LTD
Suite 591
33 Great George Street
Leeds
United Kingdom
LS1 3AJ

Please do not send a return before contacting us.

4. Exchanges

We accept exchanges, subject to product availability.

Contact support@citytransport.shop within 30 days of delivery. If the requested replacement is unavailable, we will offer a refund or another suitable solution.

5. Damaged, Faulty or Incorrect Products

Please inspect your order when it arrives.

If a product is damaged, faulty, not as described or different from the product ordered, contact us as soon as possible. Where appropriate, please include photographs showing the issue.

Depending on the circumstances and your legal rights, we may provide a replacement, repair, full refund or other appropriate remedy. Your statutory rights under UK consumer law are not affected.

6. Order Cancellation

You may request cancellation at any time before your order has been dispatched.

Send the request to support@citytransport.shop as soon as possible. We cannot guarantee cancellation if the order has already entered dispatch processing.

If the order has already been dispatched, you may refuse delivery where practical or return it under this policy after receiving it.

7. Refunds

Once a returned product has been received and checked, we will notify you of the outcome.

Approved refunds are normally processed within 3 working days after inspection and approval, and always within the applicable statutory period.

Refunds are issued to the original payment method. Your bank or card provider may require additional time to display the refund.

Where required by law, a refund will also include the cost of standard outbound delivery. Our standard delivery is currently free.

8. Fees and Exclusions

We do not charge a restocking fee.

We currently have no product-specific non-returnable categories because the store sells standard physical travel and organisation products and does not sell digital, personalised or made-to-order products.

Any statutory exception will apply only where permitted by law and clearly disclosed before purchase.