How will the goods arrive
Bikes delivered by courier will be part assembled. This means that there is a small amount of assembly that needs to be done before the bike can be ridden. Typically the front wheel, seat post, handle bar and pedals will need to be attached, for more information see our assembly instructions page. The assembly will generally take about thirty minutes and no specialist tools are required, just an adjustable spanner, Allen key and Phillips screwdriver. All cables are already attached and anyone with a basic knowledge of bicycle maintenance will find the procedure easy.
If you want us to assemble your bike for you we can do this but you will then need to pick it up in person or arrange collection from our address given below. If you are planning to do this please give us a ring first so we can make sure we set aside the time to meet you when you arrive.
Delivery
Our bikes are usually delivered within 5 working days of you placing your order. However we do not guarantee delivery until 30 days after the order has been placed. If an item is marked as 'out of stock' then delivery may take substantially longer. We strongly recommend you call us before ordering an out of stock item to check with us when we expect we will be able to deliver your item. If you need your bike to be delivered by a specified date that is sooner than 30 days after your order please call us on the number below prior to making your order. Once we dispatch the items to you we will send an email to let you know that it is on its way. Our couriers deliver between 8am and 6pm. Obviously you the customer recognise that we do rely on outside courier services to deliver your bike and hence perform part of the contract we have with you. We monitor the performance of our couriers continuously and in the vast majority of cases our bikes are received in a timely manner. In the small number of cases where due to circumstances beyond our control our bikes are not delivered on time, as soon as we learn of this, we will do our utmost to make sure the bike is delivered to our customer as soon as possible.
Delivery Costs
We offer free delivery to customers with delivery addresses in the UK Mainland. Our definition of UK mainland is dependent upon our courier's policies and prices for different areas and is therefore subject to change without prior notice. To see whether your delivery address qualifies for free delivery as UK Mainland, sign in or register on the website, add a product to your basket and on the 'shopping basket contents' screen click the estimate delivery button; you will be able to see the delivery cost. We aim to charge delivery to non UK Mainland addresses at the same price as we pay our couriers, however due to the complex calculations involved in working out delivery costs for parcels of different sizes and weights to different areas the estimated costs given on the website are meant as a maximum cost and may, in some cases, be too high. Due to this we are happy to hear from customers with non UK Mainland addresses with details of the products you want to order so we can give you an individual delivery price. If you are unhappy with the delivery cost we are quoting and feel you can get it cheaper yourself we are happy for you to arrange for the products to be picked up from us. Please contact us so that we can arrange a mutually convenient date and time for the products to be collected.
Delivery Costs For Customers Paying Via Google Checkout
Customers who do not qualify for free delivery as their delivery address is outside the UK Mainland and who pay through Google Checkout will not be able to pay for delivery at the same time as they pay for our products. In this case we will phone you once we receive the order to arrange delivery and payment for delivery from you.
Guarantee
If the bike you order doesn't match up to the specifications as described on this website, is damaged in any way when it is delivered, is delivered unacceptably late or you are in any other way dissatisfied with the product please call us as soon as is convenient so that we can discuss how to resolve the issue. If the bike is damaged we will either send you replacement parts or arrange for the bike to be collected and returned to us for repair or replacement. All the products we sell are covered by a warranty - see below. Again you should note that your rights under current consumer protection laws are not affected.
30 Day money back guarantee
We give all of our customers a 30 day money back guarantee. If you return the product to us, at your own expense, unused and in its original packaging within a period of 30 days from the date the product has arrived with you or the date you have picked the product up from us we will give you a refund of the money you have paid us for the product minus any delivery and shipping expenses we have incurred. This money back guarantee does not affect your rights when we are at fault — for example, if goods are faulty or mis-described. To request your money back under this guarantee, please e-mail us or write to us at the address below. Returned products will not be accepted if you have not contacted us prior to sending them. We will refund your money within 30 days from the date we receive the goods. You do not have to give any reason for requesting your money back, however a brief explanation will help us to improve the service we offer to customers in the future. You are responsible for the risk of loss or damage during shipping when you return goods, so you should take out enough postal insurance to cover their value. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
Cancellation of order policy (Cooling-Off period)
If you wish to cancel your order you can do this up to 7 days after the order has been delivered. If you decide to cancel please call us as soon as possible so that we can cancel the order if the product has not already been shipped to you. We will also require a written request to cancel from you sent to the address below. If the product has already been delivered to you, you will need to return the product to us unused and in good condition. You do not have to give any reason for cancelling, however a brief explanation will help us to improve the service we offer to customers in the future. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value. If you cancel your order you will receive a full refund within 30 days. If a period of longer than 7 days has passed since your order was delivered, please refer to our 30 day money back guarantee above.
Faulty goods
If there is a problem with the goods, please contact us to discuss the matter further. If the goods are found to be faulty within a reasonable time after delivery, you may reject them and claim a full refund. If a fault is found later on, or if you delay in making a complaint, you will still be entitled to a repair or, if a repair cannot be done without causing you significant inconvenience, a replacement. If a replacement is not available, you may be able to claim a part or full refund of your money.
Refunds
In the event of loss, late delivery or damaged products, when a replacement is not acceptable, we will arrange for the product to be picked up wherever possible and refund you the full amount you have paid for that product. If your payment has been made by credit card the refund will be made to your credit card company. If you have paid us by cheque we will post a cheque to you promptly. Our major concern is maintaining happy relationship with our customers.
Warranty
All of the products we sell are covered by a warranty. All products and components are covered by a warranty for a minimum period of one year and some parts are covered by a longer warranty:
For 5 years:
- All rigid steel frames and forks
- All rigid titanium frames and forks
For 3 years:
- All rigid alloy frames and forks
The warranty is provided by the manufacturer of the individual product or component but please contact us in the first instance so we can work with you to get the issue resolved on your behalf.
This warranty does not cover:
- Normal wear & tear.
- Improper assembly – please note that unless you come and pick your bike up from us, our bikes are supplied part assembled. This means that you’ll need to finish the assembly yourself according to the instructions on our website – here. If you are at all unsure whether you can complete the assembly properly you should take your unassembled bike to a professional bike mechanic to complete the assembly for you.
- Improper maintenance.
- Installation of parts or accessories not originally intended for, or compatible with, the bicycle as sold.
- Damage or failure due to accident, misuse, excessive load, abuse or neglect.
- Labour and transportation charges for part replacement or changeover.
The warranty is applicable from the date of delivery for the original owner only, who must produce proof of purchase. When you receive your bike you should register it with the manufacturer, this can usually be done at the manufacturer's website. No bike is indestructible and no claim will be accepted for damage due to improper use, competition use, stunt riding, ramp jumping, leaping or similar activities.
