Terms and Conditions
The Electric Cycle Company is a UK mail order and Retail Company and complies with UK consumer law, including Distance Selling Regulations, which means you're safe if you shop with us. We operate a flexible returns policy and are happy to refund / exchange items damaged in transit, that are faulty or not what you ordered. Please check sizes carefully when ordering. You'll also get fair prices and we strive to give excellent after sales service and customer care. Our terms do not affect your statutory rights.
Warranty & Faults - Overview
The manufacturer deems a bike product or bicycle as the group of components it is made up of - not a single item. The reason for this is that the parts of a component or bike are made by different companies and are therefore warranted under different terms. Therefore any fault with a particular product or component on your bike will be dealt with as an individual issue with that particular faulty part. It is required that you give us a chance to fix the problem before any refund or product swap can take place. Determining if it's a warranty issue will be decided between the supplier and us. Rest assured we would do our best to ensure that the issue is fairly resolved.
Warranty & Faults - What is Covered?
Warranty covers faults that develop on the product in the first 12 months of use and / or the product manufacturers particular specified warranty period. Warranties cover manufacturing faults and defects but not damage caused by wear and tear, crashing or abuse.
Bicycle & Product Maintenance
Sometimes a customer will call after several months of using a product and tell us that a part of their bike or a product has worked loose and / or may have caused damage to the bike or product. First of all please stop riding your bike or using the product if you even suspect something might be wrong.
NOTE: New Parts Always Work Loose
Please note that all our bikes leave our bike shop or warehouses having been fully built by experienced mechanics. Certain parts of the bike such as the bottom bracket, are assembled and correctly tightened by the manufacturer and also checked by us before they leave our premises. We check bicycles before they leave and make other adjustments however ALL bottom brackets and similar mechanical parts will work loose over a period of time. This means you must check them and tighten them as you go. This is especially true for NEW products and parts that normally go through a 'bedding in' period. However if you suspect a product is faulty - don't hesitate to email us.
How long is my Warranty?
All products purchased from electriccyclecompany.co.uk are fully covered by manufacturers warranty. Some manufacturers offer extended warranty. With any bike purchase it is important that the customer understands that particular manufacturers warranty/terms and conditions?
My Product has a Fault.. what do I do?
If a fault develops you must stop using the product immediately and return it to us. We will then return the part(s) to the supplier and they will determine if it's a warranty issue. Warranty only covers faults that develop during normal usage of the product. All manufacturers differ on how they define 'normal usage'. As an example, most manufacturers do not consider racing as 'normal usage'. To define what a particular bicycle manufacturer defines as 'normal usage', please refer to your owners manual or the manufacturer's website. As an example, if your rear hub breaks, top using it and carefully remove the hub or part that's deemed faulty and return it to us.
Fair Play
At The Electric Cycle Company we operate a fair play policy to protect you and us. We will warrantee immediately anything our suppliers see as being down to a fault. Occasionally people try to warranty products unfairly (ie when a product had been abused) or change their mind about a product well into it's usage. We do our best to resolve problems but don't consider this fair play. Ultimately we want happy customers - so please be fair with us and we'll be fair with you:)
Cancellations
Goods may be cancelled with no charge to the customer if monies have not been debited from the customers account. Once the order has been processed (goods ordered from the supplier) and monies have been debited from the customers account, the customer will be subject to the restocking fee unless the fault lies with The Electric Cycle Company e.g. Contact has been made from electriccyclecompany.co.uk to the customer to state the products are outside of the stated delivery time of 5 to 7 working days.
Returning Goods
Please call us BEFORE returning goods on 0131 553 4900 Returning a product to us implies that you have read the terms on this page. To return goods you must complete a returns form. ?If there is a problem with your goods you have 7 days from receipt to return the faulty part(s) to us. We are not required to pay return postage, however, if the part is deemed by the manufacturer to be faulty, we will refund the postage and send a replacement. It is your responsibility to make sure we receive the goods in the condition it left you in. If possible take a digital photo of the faulty part before you send it to us in case the courier damages the part in transit.
Returns - Basic Terms
Goods must be returned within 5 days of receipt to receive a refund excluding postage and packaging. ?Goods must be in original packaging including labelling. ?Goods must be complete - even if broken.? Goods must not be fitted or used. ?Goods must be clean. ?Goods that are ordered incorrectly are subject to a restocking charge of £5.00 - (Up to £50 on bikes) ?Items that are returned without completing the relevant returns forms and are not received with in the 5 days returns policy are automatically charged a 40% restocking fee without notice.*?This clause is to ensure that our customer service level is kept to a premium. Its is the consumers responsibility to ensure they order the correct product from the website.?We advise all our customers to email us. or call our sales support team (0131 553 4900) with any queries prior to purchase. electriccyclecompany.co.uk is not a silent business and encourages consumer interaction. We cannot accept responsibility for damaged caused when packing goods - please take care:)
Check Product Sizes & Compatibility Carefully
The Electric Cycle Company UK will can only offer advice on buying the correct sized bicycle, clothing or product compatibility. Please take care when order you order from us and be sure to order the correct product. For bikes, you may want to test ride a bicycle before buying it as with most bike products, manufacturers have different sizing and compatibility methods and ways of describing them. Checking the sizes of clothing and cycling shoes is especially important.
Exchanging Wrongly Ordered Goods
The Electric Cycle Company will do our utmost to give you a product of comparable quality and price when exchanging goods that are incorrectly ordered, as we want our customers to be satisfied.
Postage Refund
We only refund postage on goods deemed to be warranty by the manufacturer or if we send out the wrong item. If you change your mind about a product after receiving it, we will be happy to exchange it but we don't consider it fair play to be expected to pay the collection or re-delivery charges and hence this is the customers responsibility.
Postage - which service to use
You may send goods back to us using Priority, Recorded Delivery or Guaranteed services but we can only refund the approximate first class postage cost. Goods must be accompanied with a completed Returns Form.
Product Prices
ECC include VAT at the standard UK rate of 17.5% on all goods irrespective of whether they are shipped outside the EU. If you have purchased our products from outside the UK and wish to claim back that portion of the purchase from HMRC, then please download form VAT65A from the HMRC website
Product Price Errors
We do our best to ensure product prices on our web site are up to date and correct but errors occur occasionally. Please email us if you think there is a problem.
Secure Payment
The Electric Cycle Company UK accept most major credit cards for online orders and uses Secure Card Encryption so your information is safe. You'll be asked to enter your card details and the name and the address of the card holder when you place your order. These details are checked and we may hold an order until we receive correct details. We'll contact you if we find the card or address details to be incorrect.
Payment Options
We only charge you when your order is dispatched. For offline mail order products, The Electric Cycle Company UK accept pounds sterling bankers drafts, guaranteed company cheques (with letterhead), pounds sterling postal orders and pounds sterling bank transfers. Please don't post cash. Due to varying exchange rates payments to The Electric Cycle Company UK must be made in UK pounds sterling.
Privacy Policy
The Electric Cycle Company UK do not give your details to ANY third parties or organizations - period. To process your order and update you with delivery status we have to have your name, email, land phone number (to help delivery company deliver your goods) credit card billing address and delivery address and any other relevant details.
Cookies
A cookie is a small text file stored on your computer which our bike website uses to remember the preferences you select when using the site and other settings designed to make using our web site easy to use. All shopping websites use cookies in order to function properly.
Web Site Usage
The Electric Cycle Company UK cannot take responsibility for any damages, compensatory, indirect, consequential or direct, data loss, income, profit, property loss or damage and third party claims implied or otherwise when using this website.
Availability of Products
The Electric Cycle Company UK updates stock availability continuously. In the rare event of a product being unavailable either temporarily or permanently - we'll let you know upon which you can cancel your purchase or wait until the product is in stock. You will not be charged in any case until the product(s) you ordered are despatched. Occasionally you may be charged a deposit before a product is actually ordered from our suppliers, in the event that that a product ordered is no longer available or the pricing information is incorrect, you will be contacted and informed of the difference or the unavailability of the item where upon you may elect to either have the deposit refunded or accept an alternative product or cancel the purchase outright, The Electric Cycle Company will not be held responsible for errors and omissions. By using our site and ordering through this system you understand these terms and conditions and accept them without reservation. We endeavour to deliver your product(s) to you within the stated 5 to 7 working day period, however sometimes this may take longer. If this is the case someone from our team will do the utmost contact you, unless the delay is due to circumstances beyond control.
Information Accuracy (E&OE)
This web site is regularly updated by information supplied to us by our suppliers. We put every effort into updating website information, product descriptions, prices, photos and other information using manufacturer's catalogues, price sheets and web sites. We often photograph products ourselves where images are not available. Though we try to ensure all information and images are correct - occasionally it's incorrect. Because the information we use comes only from our suppliers, we cannot be held responsible for website errors as these are genuine mistakes. If you buy any products from us, based on wrong information, we will replace or refund the product so long as it is unused. While every effort is made to ensure that accurate pricing and descriptions are maintained, we reserve the right to decline orders if either party bases them on inaccurate information. A transaction is only deemed complete when full payment is made and the goods have been received or picked up in one of our stores by the cardholder. The Electric Cycle Company reserves the right to change these conditions at anytime and without prior notice.
Website Changes
Changes to our Terms will be post on this page so you can always be confident of how we process your orders and information and what our terms are.
The Electric Cycle Company UK Copyright
All images, website code, intellectual property, descriptions, prices and other material on this website are the property of The Electric Cycle Company. It may only be copied with the express permission of The Electric Cycle Company.