Can employees get a refund for their Cycle to Work order?

Yes, employees can get a refund on their Cycle to Work (CtW) Letter of Collection (LoC) so long as they haven't yet redeemed it for a bike/equipment and it's within 14 days of being dispatched. Requesting a refund is easy and employees can do this on the Order History page. 

Can an employee request a refund after 14 days?

Yes, an employee can submit a request for a refund after the 14 day period. Before sending this request to the dedicated client contact for CtW, we'll check that the LoC hasn't already been spent in-store. It's then up to the employer to review the cancellation reason provided and decide if they're happy to process the refund. 

Employers will be notified that there is a pending refund request via email, as well as being able to access refunds at any time in Reward Manager under Reward Manager > SmartPay > Manage > Products > CycletoWork > Refund Requests

Managing Deductions for refunds made after 14 days

If an employee requests a refund after the initial 14 days, their employer may have already begun deductions from the employee's salary. Deduction reports will be updated after the refund request is approved, however, it's up to the employer to reimburse the employee for any deductions already made. It is important that anyone approving refund requests notifies their payroll team too. A credit note will be applied to the client account for any refunds made for purchases that have already been invoiced and paid.

The steps involved:

What happens if the employee has already used their LoC?

If an employee has already used their LoC, unfortunately, they're unable to receive a refund. However, at the store's discretion, the employee may be able to exchange or swap their bike. In this case, we recommend that the employee contacts Halfords Business Services on 08450 778850 to discuss their options – the phone number is also found on their LoC.

Is it different for CTW Plus orders?

Yes, an employee can request to cancel on the platform while their application is still pending employer approval. Once it is approved, the employee must follow the instructions in the email from Halfords which includes their LOC. Any refund requests must follow the link or directed to cycle2.work@halfords.co.uk