Making your Payment

We accept almost all normal forms of payment, cheque, credit/debit cards etc.

We also offer finance on many purchases available through the store. If you are interested in spreading the cost of your purchases (over £500) over a period of time, please contact us for details.

How to Contact Us

A full set of contact details is included on our Contact Page including a simple form for you to use to email us.

Shipping and Handling

We will process your order ASAP after it is received, however sometimes due to security checks and administration, orders may have small delays before despatch.

When goods are delivered by our courier they MUST be signed for. If the box or goods are or seem to be DAMAGED in any way then they MUST be signed for AS DAMAGED, this is so we may resolve the situation with our courier. If damaged goods are signed for as undamaged then this will result in difficulties in claiming from the courier.

Our online shopping system will show a charge for delivery whenever you add items to your basket. In most circumstances the charge calculated is accurate, however owning the varied and diverse nature of the products we sell; it is not always possible for the system to quote you an accurate cost. Where actual carriage costs are LOWER than that quoted, we will simply proceed with your order and charge you the actual (lower) amount. If actual costs are higher, we will first contact you to advise of the situation and you will then have the option to proceed or cancel without any obligation.

Your Security and Credit Card Security

We value your security and as such have done our utmost to ensure that none of your personal information is at risk while you are visiting our site.

Credit Card Security: We offer different ways of paying for your goods. If you are at all uncertain giving your payment details over the internet, we give you the option to place your order and request that we contact you for payment details. We also offer that you can use our secure server where it is safe to leave your payment details. Our secure server is hosted for us by Secure Hosting Ltd, who use the strongest form of encryption available.

VAT

All prices quoted on this website include VAT at the UK rate of 17.5% where relevant.

Your privacy

For specific information regarding our privacy policy, please refer to the Privacy Policy page

Back Orders

Once you have placed an order with us, we will be in contact with your soon after, to confirm the availability of your chosen products.

If we do NOT have any of the products that you require, you will be told at the point that we contact you and you will be under no obligation to proceed with the purchase of those goods.

You will be offered the option to Back-Order the items and should you choose to do this, we will endeavor to give you a true indication of the date upon which you should expect to receive said goods. We will request a deposit for ordering specific goods on your behalf where relevant (these details will be given to you at the point when we contact you). If we fail to secure the goods you have back ordered within a reasonable (the estimated) time, you will be under no obligation to proceed further with that order. This is extremely rare. Should you choose to cancel a back ordered item BEFORE our expected delivery date, we reserve the right to withhold a reasonable proportion of any deposits already paid.

If you wish to complain.

In the unlikely event that you should feel you need to complain, please contact the store either by telephone on 01663 735020 or by mail (contact details as per our contacts page) and address your complaint directly to the Manager.

Returns

We want you to be 100% satisfied with any product that you buy from The Bicycle Factory.

If, in the unlikely event, you are not 100% happy with your purchase, THE BIKE FACTORY will refund the retail cost* of the product, provided that it is returned in a perfect saleable condition within 7 days. Please telephone us immediately if the goods arrive damaged. A full refund, including postage costs, will be made on receipt of the returned goods.

ORDER CANCELATION

You may change your mind and cancel your order at any time from placing the order until 7 working days after you take delivery. Your cancellation must be in writing, either by letter or email, and the cost of returning the goods will remain your responsibility. The goods must be returned undamaged and capable for resale at the full price. You will receive a full refund of the product cost within 30 days.
Any item bought in error will be exchanged*, i.e. where you buy the wrong size.
*unfortunately we cannot refund actual expense i.e. postage and packing and you will be charged for postage on any replacement items we send out where the original mistake was not ours.

If your item(s) come from our stocks and have not been dispatched, we are able to cancel your order and you won't be charged.

If your item(s) have been ordered in specifically to fulfill an order - we cannot cancel the order

All order cancellations are handled on an individual case basis.



All goods that we sell are covered by a warranty. Most items have a warranty provided by their respective manufacturer BUT this warranty must be carried out by us. If you feel that you have an item which is faulty, please return it to us with a copy of your original proof of purchase. If it is found to be a genuine fault of manufacture we will of course repair or replace it free of charge and return it to you with no postage charges. However, if the item is found not to have a genuine fault covered by its warranty we will contact you to tell you of this. If you subsequently require the product to be returned back to you, we will have to make a charge for carriage.


PLEASE REMEMBER TO INCLUDE A COPY OF YOUR ORIGINAL SALES RECEIPT AND YOUR FULL CONTACT DETAILS ETC.

Phone – 01663 735020
email - info@ukbikefactory.com