Delivery and Handling
Carriage is FREE for UK mainland deliveries over £50. For “off the shelf products” (i.e. excluding custom built bikes), we will always try to deliver your order by the next working day, but please allow up to a week. Whilst we try our best to meet estimated delivery times we cannot guarantee them as we use third party couriers. We shall not be liable for any consequential losses caused by delivery delays. If you would like a product delivered outside the UK – in the first instance please email firstname.lastname@example.org detailing the product and the address, upon which we will provide you with a quote for delivery. For customers based outside the UK, we can usually supply the product excluding VAT, in the first instance please email email@example.com in order for us to make the necessary arrangements.
Your security & credit card security
We value your security and have done our utmost to ensure none of your personal information is at risk while you are visiting our site. Our secure checkout facility uses PayPal.
All prices quoted on our website include VAT at the UK rate of 20%. For customers based outside the UK, we can usually supply the product excluding VAT, in the first instance please email firstname.lastname@example.org in order for us to make the necessary arrangements.
We are required to operate in accordance with the EU Distance Selling Directive which came into force in October 2000 and is part of UK law under the Consumer Protection (Distance Selling) Regulations 2000. The law applies to all transactions within the UK where a consumer does not meet the vendor, such as e-commerce transaction or telephone transaction. In accordance with the law, you have a 7 day ‘cooling off period’ in which you have the right to cancel your purchase and receive a full refund. We are obliged to refund your payment in full within 30 days of your cancellation.
You must additionally contact us by email; email@example.com to inform us of your decision to return your order prior to sending it to us. After which we will inform you of the relevant address to return the goods to.
This is consistent with the Department of Trade and Industry’s distance selling regulation.
Please note we stress that the goods must be returned unused and complete with original packaging. Safe return and postage cost is the responsibility of the customer.
If any goods are returned unwanted or incorrectly ordered by you, we will either exchange or refund (subject to a handling charge) provided that all goods are returned in a perfect, saleable condition within 7 days. However, no carriage refunds can be given. If any goods are returned which you feel are faulty and not repairable, and covered by the manufacturer’s warranty, these must be returned to us for inspection, together with your purchase receipt. If it is found to be a genuine fault of manufacture (not accidental damage, misuse, abuse, neglect, normal wear and tear, something that can be adjusted, or a part that can be changed), we will usually either repair or replace it free of charge. In some cases we may offer a full refund. Your standard postage costs will usually be reimbursed, but we will not reimburse any additional postage costs you paid for services such as priority delivery.
If any of our goods are faulty, or develop a fault during the guarantee period, we will send out replacements free of charge, so long as they are covered by the manufacturer’s warranty. Any labour/fitting charges are the responsibility of the purchaser. If any goods are returned claiming to be faulty which we regard as not being covered by the manufacturer’s warranty, we will contact you to inform you of this. In this event, you will be liable for all postage costs.
When your goods are delivered
When you receive your order, it is important that you inspect them before signing for the delivery. If you are suspicious that the goods are damaged, or the box containing the goods looks badly damaged, then you should refuse delivery. In this event, do not sign for the goods and please contact us immediately (3 working days maximum) so that we can resolve the situation with our courier. Another order will be sent out to you as soon as possible. If you sign for the goods and subsequently find that the goods are damaged it makes it harder for us to deal with your complaint. It is important that all original packaging is kept until you are satisfied with your order and are sure that they will not need to be returned. Couriers will not accept an order if it is not in its original packaging. Replacement goods will only be sent where the fault is deemed to have occurred within a reasonable time period.
All postage costs relating to the returning of goods will be the responsibility of the buyer (except when the goods are either faulty or incorrect). We only offer a collection service for warranty claims within 28 days of the delivery date. Bikes will only be collected if they are enclosed in their original box.
If a part is missing, damaged or broken on your bike, there is usually no need to return the whole bike . Contact us and we will send any item(s) to you free of charge the next working day (whenever possible).
Assembly of your cycle
Bikes which are supplied boxed, will be supplied supplied in the manufacturer’s original carton, and will require assembly. This assembly, whilst minimal, should be done by a trained cycle mechanic, and is likely to incur costs to the purchaser.
Details of the warranty will be included in packaging with your delivery. In any instance, your statutory rights will be unaffected.