Terms and Conditions

NOTHING STATED OR IMPLIED IN THESE DETAILS WILL AFFECT YOUR STATUTORY RIGHTS

For Cycle Hire Terms and Conditions, please click here.

Customer Service and Support

Customer service and support is available on 01590 623407 (Monday - Friday 9.30am - 5.30pm or leave a message on our answerphone). For general enquiries or advice, you can call our shop staff on 01590 624204 7 days a week, but they will may not be able to discuss specifics or make web-related decisions. Otherwise, please e-mail; click here for our contact form.

General

"Working day" shall mean any day excluding Saturdays, Sundays and public holidays.

These conditions shall apply to all of the orders (including telephone orders) for the sale or supply of goods.

We reserve the right to amend any technical errors on the website without notice.

Stock

Due to the huge range of products available on our website, it is inevitable that some items will be temporarily out of stock. No money will be taken from your card until your order is ready to be dispatched and we will let you know when the item is due back in stock. We cannot be held responsible for any delays that occur in the chain of supply.

Items that are in stock, we will dispatch between 1 to 5 working days depending on which warehouse they are stored.

Delivery

We use Royal Mail for smaller items and Amtrak for larger products and bikes. In the latter case, all orders are traceable on-line, using a Consignment Number which the courier company will email to you.

Once the goods have been passed to the delivery agent you should receive them the next working day, however we have no control over any delays that occur when the goods are in the delivery agents possession.

We shall not be liable for any delay in delivery of the goods however caused or for any consequential loss.

If you are concerned about an overdue delivery please contact us and we will be happy to chase it up for you.

All shipping/delivery charges are shown on your order form prior to you committing to your purchase, unless there are certain delivery constraints out of our control.

Our standard courier delivery option means that the goods will be delivered to the address given by you the purchaser, at anytime between 8am and 6pm on the day specified for delivery. If you live at a multiple occupancy address, please be aware that the goods can be signed for by any person at the given address.

The risk in the goods shall pass to you upon delivery taking place.

Returns

It is ok to change your mind.

You have the legal right to cancel your contract at any time up to 7 working days after the day of delivery. To do this, please email or phone us. You do not have to give any reason for cancellation.

Goods must be returned unused, in their original condition, original packaging and with any labels still attached.

The costs of initial delivery to you will not be refunded either in part or whole. If we sent your goods free of charge, our postage costs will be deducted from your refund.

You the customer remain wholly responsible for the goods until they are received by us. You are advised to use a signed for, insured delivery service to return goods to us. Goods lost or damaged in transit whilst being returned are still your responsibility and deductions may be made from any refund you are entitled to cover the loss of or damage to goods.

If you require an exchange there may be another postage cost, depending on the cost of goods and the cost of postage.

If we have sent you incorrect goods, we will exchange for the correct items and refund your return postage costs.

If you wish to return a bike then you will have to arrange the return postage yourself and will be liable for any damage in transit on the return journey.

We can arrange for our courier to collect the bike but there will be a cost involved.

Damaged Goods

All items are carefully checked before dispatch. Occasionally items may arrive damaged, defective and we will make every effort to rectify this situation.

We will do our best to ensure that you are fully satisfied with your purchase.
If the goods are damaged in-transit, please either refuse to sign for the package or sign the carriers delivery note `Damaged' or ‘Unopened’ and notify us within 3 days of the date on which the consignment was signed for. We cannot claim against the carrier if this procedure is not completed.  Keep all the packaging material as the Carrier may wish to inspect this.

We will arrange to have the item returned at our expense. You will be given the option to have the product replaced at no charge to you or to have a full refund.

Guarantees and Warranty

Should your product develop a fault whilst still under warranty, we will do our best sort it for you as quickly as possible.

All guarantees for products are provided entirely by the manufacturers/UK importers and are subject to terms contained therein. Purchasers are reminded to complete all warranty cards/documents upon receipt of goods where appropriate.

The duration of this warranty is at least 1 year but some manufacturers offer extended warranty. Generally speaking, warranties cover manufacturing faults and defects but do not cover damage caused by crashing, abuse, general wear and tear etc.

All warranty enquiries must be made first and foremost to Cyclexperience and not to any other third party. Please be aware that the extent of our financial liability in relation to warranty claims cannot extend beyond those costs which we would incur if the item was being repaired by us. i.e. we will not refund any payment made to a third party which will repair the item on a ‘for-profit’ basis.

It is your responsibility to return the goods to us. Unfortunately postage costs, fuel costs or any other costs associated with returning the item cannot be recovered. We will cover costs of posting on the replacement part. We shall charge you if the item subsequently turns out not to be covered under warranty.

Law and Jurisdiction

The contract shall be deemed to be made in England. All Contracts made between Cyclexperience Ltd. and the Customer shall be governed by the laws of England and any dispute arising therein shall be subject to the sole jurisdiction of the English courts.  Please read the fact sheet on the Sale of Goods Act to find out more about your rights as a consumer.

Queries and Complaints

Cyclexperience Ltd endeavour to handle all enquiries and fulfill all orders speedily, effectively and without incident, but it is not possible to guarantee there will never be a problem. Should you have any complaints about our products or services, we would request that these be put in writing and sent either via e-mail via our contact form or by post to the following address:

Cyclexperience Ltd
2 - 4 Brookley Road
Brockenhurst
Hants SO42 7RR
United Kingdom
Tel +44 1590 623407
Any complaint received will be acknowledged within five working days and you will be informed of a projected time scale for dealing with that complaint, together with the steps we intend to take in dealing with it.