They managed to when i threatened to use free returns to send back a massive Pendle tow bar rack
They are charging for large items now. Maybe you upset them 🙂
Due to courier restrictions, large items (such as bikes, frames, racks, and trainers) are not currently eligible for returns via our online portal.
These items can be returned via a local courier service of your choice (postage rates can vary; to get a quote please contact your local courier) or alternatively we can arrange to have the item collected from you, at our reduced courier rates (£20 within the UK or if you are outside the UK please contact us for a quote).
https://www.chainreactioncycles.com/customer-service/returning-an-item