Change-of-mind returns
If you buy a Pro-User Diamant FG2 bike carrier online, by phone, or away from our premises, you may cancel your order within 14 days of receiving it without giving a reason.
To cancel, please email sales@ultimatetowbars.co.uk with your order number and contact details. You must return the carrier within 14 days of telling us you wish to cancel.
Because this is a safety-critical, towbar-mounted product, please handle it only as you would when inspecting it in a shop. The carrier must be returned complete, unused, undamaged, and with all original parts, keys, instructions, packaging, and accessories. We may reduce the refund where the item has been used, fitted, damaged, or handled beyond what is necessary to inspect it.
You are responsible for the cost and safe return of a change-of-mind return. We recommend a tracked, insured service, as the carrier remains your responsibility until received by us.
Once we receive the returned item, we will refund the item price within 14 days, using the original payment method. We may wait until we have received the goods or evidence that they have been sent back, whichever is earlier.
Faulty, damaged or incorrect items
Please inspect your Pro-User Diamant FG2 on delivery and contact us as soon as possible if it is damaged in transit, incomplete, faulty, or not what you ordered. Do not fit or use a product you believe may be defective.
Where a product is faulty, not as described, or not fit for purpose, your statutory rights are unaffected. In the first 30 days after delivery, you may normally be entitled to reject faulty goods for exchange. After that, we will assess the issue and, where appropriate, offer a repair or replacement in line with your legal rights and the manufacturer’s warranty.
For approved faulty, damaged, or incorrect-item returns, we will provide return instructions and cover reasonable return costs.
Safety and compatibility
The Diamant FG2 is a towbar-mounted carrier for up to two bicycles, including e-bikes, with a maximum total load of 60 kg. Before use, please check that your towbar, vehicle, carrier, bicycles, and any accessories are compatible and that all applicable weight limits are observed.
Incorrect ordering or incompatibility does not affect your statutory cancellation rights, but unused change-of-mind returns remain subject to the terms above.
How to start a return
Email sales@ultimatetowbars.co.uk with:
- Your order number
- Your name and delivery postcode
- The reason for return
- Photos of any damage or fault, if applicable
We will reply with return instructions. Please do not send the carrier back without contacting us first.
Contact
Ultimate Towbar Systems Limited
sales@ultimatetowbars.co.uk
0114 360 7080
Unit14.
Khepera Business Centre
Orgreave Road
Sheffield
S13 9LQ
This policy does not affect your statutory rights. For online purchases, the 14-day cancellation right and refund process reflect UK distance-selling rules; faulty-goods rights are governed by the Consumer Rights Act 2015. GOV.UK: online and distance selling and Consumer Rights Act guidance.
