When you buy from Stayer, you’re buying directly from the people designing, manufacturing and supporting your product—not from a retailer acting as a middleman.
We design, manufacture and teach from our East London workshop, building products in small batches and, in many cases, beginning work specifically in response to customer orders. When you email or call us, you’ll be speaking directly to the people building your product, rather than a customer service department or AI.
The policies below are intended to be fair to both our customers and our business, and reflect the realities of small-scale manufacturing.
Our workshop is a working manufacturing and teaching space rather than a retail shop, so we aren’t able to accommodate unannounced visits.
If you’d like to discuss a project, collect an order or visit the workshop, please get in touch first so we can arrange a suitable time. This helps ensure someone is available and avoids disrupting teaching or manufacturing.
Bank transfer is our preferred payment method, particularly for larger purchases. We’re a very small business and card processing fees genuinely add up; bank transfer also avoids those fees altogether, including in situations where an order later needs to be refunded.
We also accept all major card payments through our online checkout.
Finance is available through PayPal Credit or Klarna, subject to their own terms and eligibility.
If you experience any issues during checkout, please get in touch and we’ll be happy to help.
Stayer frames and forks carry a 6-year limited warranty covering material or manufacturing defects that become apparent during normal riding.
Components supplied with a frameset carry their respective manufacturer’s warranty (for example, a Whisky Parts Co. carbon fork carries a 5-year manufacturer warranty).
Stayer wheels include a lifetime build warranty. If a wheel develops a build-related issue during normal use, including coming out of true, we’ll correct it free of charge.
The lifetime build warranty applies only to the original purchaser.
Wheel components carry a minimum 2-year warranty against manufacturing defects during normal riding, with some manufacturers offering longer warranty periods (for example, SON hubs carry a 5-year warranty).
Consumable items including tyres, tubes, sealant, brake pads and bearings are not covered.
For warranty claims, customers are responsible for returning the product to our workshop. We cover all labour and replacement materials required under warranty and return the repaired item free of charge.
Replacement rims and hubs following crash damage are supplied at 10% below component RRP together with a flat-rate £25 rebuild charge.
Replacement spokes required during crash repairs are also supplied at 10% below RRP.
Where only spokes require replacement:
Wheel truing resulting from normal riding, rather than crash damage, remains covered under our lifetime build warranty.
This includes courses such as Framebuilding 101, Build Your Own CarryON Cargo Bike, TIG Welding, Brazing and other fabrication-based Stayer courses unless different terms are shown on the individual course page.
Bookings may be cancelled or rescheduled within 14 days of booking, provided the course is due to start more than six weeks after the booking date.
After that, cancellations or rescheduling within six weeks of the course start date are not normally available. This reflects the limited number of places on our courses and the teaching time, workshop capacity, materials and preparation committed to each booking.
However, if we’re able to fill your place with another student — for example from a waiting list — we may still be able to offer a refund or reschedule.
Any refund may be reduced by non-recoverable payment processing fees and reasonable costs already incurred specifically for your booking.
Where we can reasonably accommodate a cancellation or reschedule, we’ll do our best to do so.
Wheelbuilding courses may be cancelled up to 14 days before the course for a refund.
Rescheduling is available up to 72 hours before the course.
Most Stayer products are made, built, finished or prepared specifically in response to an order. We don’t generally operate from a large stock of finished, ready-to-dispatch products.
If there’s a problem with something we’ve made or supplied, our first approach will always be to understand the issue and put it right. Depending on the circumstances, that may mean adjustment, repair, correction or replacement.
This does not affect your statutory rights where a product is faulty, not as described or otherwise does not meet the required standard.
Where an item is genuinely complete and ready for immediate dispatch, please contact us as soon as possible if you need to cancel the order.
For eligible online purchases, statutory cancellation and return rights apply.
Returned items must be unused and in their original condition, except for handling reasonably necessary to inspect them, unless they are being returned because of a fault.
This includes products that already exist but require further work before dispatch, such as:
If you cancel before that work begins, please contact us as soon as possible.
Once preparation or workshop work has started, any refund will depend on the stage the order has reached and may be reduced to reflect reasonable costs already incurred, including:
This includes products manufactured specifically following an order, as well as products made in limited production batches for pre-order customers.
Manufacture and preparation may begin shortly after your order is placed.
If you need to cancel, please contact us as early as possible. Cancellations are considered according to the stage of production and whether the product, materials or production slot can reasonably be reassigned.
Where work or preparation has already begun, any refund may be reduced to reflect reasonable costs already incurred, including:
Where we’re able to reallocate or sell the product to another customer, we’ll take this into account when considering the refund.
Where we are unable to fulfil an order due to an error that is entirely our responsibility, we will provide an appropriate remedy, which may include a full refund.
As a very small independent workshop, lead times are provided in good faith but are estimates rather than guarantees. Manufacturing schedules can occasionally be affected by circumstances outside our reasonable control, including supplier delays, equipment failure, illness or other unforeseen events.
Where this happens, we will always aim to keep customers informed and complete the order as soon as reasonably possible. A delay alone does not automatically mean that a cancellation will be treated as being due to a Stayer error.
Where a deposit is required, it reserves workshop or production capacity and may also cover design, planning, communication, materials and preparation undertaken before manufacture begins.
If you need to cancel a project for which you have paid a deposit, please contact us as soon as possible.
Any refund will depend on the stage the project has reached and the costs already incurred. Where appropriate, these may include design and planning time, materials, preparation, production time and non-recoverable payment processing fees.
For course deposits, the relevant course cancellation terms above apply.
If you’re unsure which policy applies to your order, or something unexpected has happened, please get in touch.
We’re a small team and would always rather talk through a situation and find a sensible solution.
Tell us what you’d like to build or repair, or simply let us know you’re interested in a future Project Week. We’ll recommend how many days you’ll need, discuss your project, and confirm suitable dates before you book.
News from Stayer:
new ideas, small-batch releases,
framebuilding courses,
and what we’re working on next.
