• www.thecycleemporium.com is a website operated by The Cycle Emporium (ourselves).

• The Cycle Emporium address is: Unit 3, Champion House, Wella Road, Basingstoke, Hants, RG22 4AG.

• The VAT number for The Cycle Emporium is: 537 642 627.

• Buyer: The buyer (you) shall mean any person, sole trader, partnership, business, body corporate, or other entity detailed in the appropriate section of the sales invoice/order form, and shall include all successors, heirs, and assigns. Where a person deals entirely as a consumer, their legal rights shall remain unaffected. Any reference to “you” within these terms and conditions shall be as a consumer buyer unless specified as being a reference to a trade buyer.

• Goods: The “Goods” shall mean the items detailed in the appropriate section of the sales invoice/order form. It shall be a core term of the contract between us that any and all ancillary items are additional to such contract unless specifically detailed within the sales invoice or order form.

• Price & Fulfilment: The “Price” shall mean the amount payable to The Cycle Emporium for the Goods, including VAT. Prices quoted in promotional materials or brochures may vary (downloads or upwards), and current prices are fixed at the time an order is placed.

  • For orders placed online, orders are not accepted by us until the bicycle has been serviced and prepared.

  • Orders will be marked as “Fulfilled” once the bicycle is serviced and collected in-store, or once the bicycle is serviced and we have spoken directly with you to schedule delivery.

  • Cycle Scheme Vouchers: If you are using any Cycle Scheme voucher, vouchers must be processed against the full retail price (RRP) to cover administrative costs. For example: If a bike is reduced to £500.00 from £550.00, we will process the voucher at the full retail price of £550.00.

• Applicability: These terms and conditions shall apply to all of our quotations, orders, and contracts for the sale of Goods by The Cycle Emporium.

• Errors & Amendments: We reserve the right to amend technical or clerical errors in any order without notice. In addition, you shall ensure that all details contained within the order are correct, and we shall not accept any liability for any error or inaccuracy in any order.

• After placing an order online, you will receive an email from us acknowledging that we have received your order for the Goods. Please note, this does not mean that your order has been fulfilled. Your order constitutes an offer to The Cycle Emporium to buy Goods. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms the details and availability of your order.

• The contract between you and The Cycle Emporium will only be formed at the time of collection or delivery of the Goods.

• The Cycle Emporium offers ‘Click and Collect’ services as well as delivery. Please note, we do not deliver all products featured on our website. For items requiring collection, the contract is formed when collecting the goods in shop, and is subject to normal bricks and mortar consumer law.

• Your new bicycle comes with one free service after one month from the date of purchase. Please note that this free service is offered entirely at our discretion as a complimentary gesture and is not a statutory or contractual requirement.

• Please bring your receipt with you when you drop off your bicycle for its free service as proof of purchase to avoid disapointment.

• You do not need to pre-book your free service; simply bring your bicycle in to us and a member of our team will take your contact details. One of our mechanics will then give you a call once the service is complete.

• Please note, all free services are available on new bikes only, and are only redeemable within one month (four weeks) after purchasing.

  For Example: If you purchased your bike at the start of January, your free service will be at the start of February.

• Cancellations and Deposits: If you place and order or leave a deposit for a bicycle, or accessories in store, distance selling regulations do not apply. If you subsequently cancel your order through a change of mind, we reserve the right to retain your deposit to cover administrative costs, loss of storage, restocking fees, and lost business costs.

• Custom and Special Orders: Deposits taken for bicycles or items that are specially ordered in from suppliers, custom-built, or specifically modified at your request are strictly non-refundable once the build or supplier order has been placed.

• Online Orders: In the event an item is ordered and paid for entirely online via our website, you have 14 days after receiving the goods to cancel your order under the Consumer Contracts Regulation 2013.

• Faulty or Misdescribed Goods: Under the Consumer Right Act 2015, you have the right to return goods that are of unsatisfactory quality, unfit for purpose, or not as described, and receive a full refund.

  • This right applies provided the goods are returned in the same condition as when they left the store.

  • This statutory right is limited to 30 days from the date you took ownership of the goods.

How to contact us regarding cancellations: To request a cancellation or report an issue, please contact us in writing at our store: The Cycle Emporium, Unit 3, Champion House, Wella Road, Basingstoke, Hampshire, RG22 4AG, or email us at: info@thecycleemporium.com

• Manufacturer Warranties : All guarantees and warranties in respect of Goods are provides directly by the manufacturers or UK importers and are subject to the terms contained therein. Most of our suppliers offer a one year warranty on componentry (excluding general wear and tear, neglect, or user error) and one year on bike frames, for more information on this, please find it in your user manual.

• Complimentary First Check: We offer a complimentary one-month check after purchase on new bicycles, because new bicycles experience initial cable stretch and settling, we recommend brining your new bike back to us after four weeks to ensure it remains running smoothly. Please note: This service is provided strictly at our discretion as a goodwill gesture and must be used within four weeks of purchase.

• Transfer of Ownership: Title and ownership of the Goods shall pass to you when the Goods ordered are collected by yourself or by a person acting on your behalf.

• Proof of Purchase: Any person collecting Goods on your behalf must present valid proof of purchase and suitable identification at the point of collection.

• Delivery: Where Goods are delivered directly to you, title shall pass to you upon receipt.

• Fraud Protection: The Cycle Emporium cannot be held responsible or liable for any fraudulent use of your personal information by a third party.

• Pre-Collection Inspection: If the Goods we supply are not what you ordered, or are damaged or defective, we will make every effort to rectify the situation before you depart from our store and take title of the Goods.

• Statutory Rights: If you experience any issues with the Goods after the contract is formed (at the point of purchase and collection), you are protected by the full range of English Consumer Law. Nothing in our Terms and Conditions excludes or limits your statutory consumer rights.

• Intended Use and Care: All Goods sold are intended solely for the purpose and conditions specified by the manufacturer. The Cycle Emporium accepts no liability for damage, injury, or component failure resulting from misuse, poor maintenance, unauthorised modifications, or failure to follow the manufacturer’s guidelines.

• Online and In-Store Payments: All website order payments are taken in full at the time of ordering. The total price paid represents the amount payable for us to supply the Goods. Reservations for in-store collection require full payment prior to or at the time of collection.

• Quotations and Price Protection: Quotations are given on the assumption that no variation in price will be made by manufacturers or sole importers, and that government levies (such as VAT) remain unaltered. In the event of any supplier price increases or tax changes following your order placement, the price agreed at the time of order remains fixed, and no further increases will be passed on to you.

• Liability Limits: We shall accept no liability for any failure to supply Goods you have ordered, any delay in doing so, or any damage or defect to Goods delivered that is caused by any event or circumstance beyond our reasonable control. This includes, without limitation: strikes, lockouts, or other industrial disputes; failure to breakdown of systems or network access; flood, dire, explosion, or accident; acts of God, war; or actions b third parties.

• Exclusion of Third Parties: Notwithstanding any other provisions of these terms and conditions, nothing in these terms and conditions shall confer, nor iss intended to confer, any rights or benefits on any third party (under the Contracts (Right of Third Parties) Act 1999 or otherwise).

• Governing Law: These terms and conditions shall be governed by and interpreted in accordance with English Law and industry custom and practise. The courts of England shall have exclusive jurisdiction in respect of any claims or disputes (whether contractual or non-contractual) arising under or in connection with these terms.

• Complete Understanding: These terms and conditions, together with our current website prices, contact details, and privacy policy, set out the whole of our agreement relating to the supply of Goods by us to you. Nothing said by any salesperson on our behalf should be understood as a variation of these terms and conditions, or as an authorised representation regarding the nature or quality of any Goods offered for sale by us. Except in the case of fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.

• Data Protection and Third Parties: We value your privacy and do not disclose information to third parties.

• Cookies: Cookies are used on this shopping site only to keep track of the contents of your shopping cart once you have selected an item, and to store delivery addresses when you register. You may refuse to accept cookies by adjusting your browser settings, however, doing so may mean you are unable to access certain parts of our site.

• Payment Security: When you pay for Goods, your details are passed through our payment service provider’s system purely for payment processing and anti-fraud purposes for your protection. The Cycle Emporium does not retain your card details.

• Lawful Use of Data: We are committed to protecting your privacy. We will only use the information we collect about you lawfully in accordance with Data Protection Law. We will collect information given at the time of ordering only to enable us to input and process your order.

• Contact: If you wish to contact us regarding our privacy policy, please get in touch with us at our store, or via email.

• Order Acceptance: All orders you place on our website will be subject to our acceptance in accordance with these terms and conditions.

• Order Confirmation: The ‘confirmation’ stage sets out the final details of your order. Following this, we will send you another email acknowledging the Goods you have ordered.

• Contract Completion: Acceptance of your order and the completion of the contract between you and us will take place when the Goods are collected, or delivered.

• Website Pricing: Please note that the price you pay for goods supplied by The Cycle Emporium is the price displayed on the website at the time we receive your order, except the following exception:

  • Whilst we try to ensure all prices on our website are accurate, errors may occur. Should we discover an error in the price of Goods you have ordered, we will inform you as soon as possible. At this time, we will give you the option of reconfirming your order at the correct price or cancelling it with a full refund of any money paid. If we are unable to contact you, we will treat the order as cancelled.

  • Manufacturer Specifications: All Specifications are provided by the manufacturer; however, these can be subject to change by the manufacturer at any time, without prior warning.

• Our Commitment: At the Cycle Emporium, we are committed to providing our customers with the best possible service. We take accountability and want to make sure we deliver on our promises: however, we understand that sometimes things do not always go to plan, and we may need to put things right.

• Resolving Issues: If things to not go to plan, or you are not satisfied with any product or service we have provided, our internal complaint handling procedures are there to support you and recognise your concerns. We take all complaints seriously and value customer feedback so that we can continually improve our service. levels and offer the most appropriate products.

• Our Aim: We always aim to investigate complaints quickly, identify the root cause, prevent any recurrence, and, wherever possible, resolve the complaint to the customer’s satisfaction. If our service does not meet our usual high standards, we will take action to rectify the issue.

• How to Raise a Complaint: If you are not entirely happy with your recent experience, please raise a complaint by contacting our Customer Services Team on 01256 331444, or email us at info@thecycleemporium.com.

• Response Time: We aim to resolve your complaint as quickly as possible. If we are able to resolve your complaint within 5 working days, we will send you a final response detailing our resolution. If we are unable to provide yo with a final response at 14 working days, we will send you a letter explaining the delay and when we expect to issue you with a final response.

Our Details: Jordan Langron / Kyle Hardy

Telephone: 01256 331444.

Address: Unit 3, Champion House, Wella Road, Basingstoke, RG22 4AG.

How Long Will It Take?

Many complaints can be resolved quickly by a member of our team, but there may be occasions where we need more time to investigate and resolve your issue. We will respond to your written complaint in writing within 14 working days and let you know if we require further time.

What if we can’t reach an agreement?

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can see if we can provide any more assistance.

If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.

They can be contacted in the following ways:

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0300 123 9123

E-mail: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Once your returned item is received and inspected, we will call you or send you an email to notify you that we have received your return and will also notify you on the approval or rejection of your refund.

If you are approved, your refund will then be processed, and credit will automatically be applied to your original method of payment within 14 working days.

There are certain situations where only a partial refund will be granted (if applicable):

• Any item is not in its original condition, which is damaged or missing parts for reasons not due to our error.

• Any item that is returned more than 30 days after collection or delivery.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company as it may take some time before your refund is officially posted.

Next, contact your bank, there is often some processing time before a refund is posted.

If you have done all of the above, and have still not received your refund, then please contact us at: info@thecycleemporium.com or phone us on: 01256 331444.

Under the Consumer Rights Act of 2015, you have an early right to reject any goods that are unsatisfactory quality, unfit for purpose, or not as described, and get a full refund. This right is limited to 30 days from the date that you took ownership of the goods (this could be the date of purchase or the date that the goods were delivered to you - whichever is later). After the initial 30 days, you can’t demand a full refund in the first instance, but you still have the right to a repair or replacement.

The Cycle Emporium has a Vulnerable Customer Policy which is designed to ensure the way in which we act and conduct business does not have a detrimental impact upon vulnerable customers. Vulnerable customers are those whose ability or circumstances require us to take extra steps and precautions in the way that we sell and provide our services to ensure that they are not disadvantaged. 

Who are considered Vulnerable Customers?

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.” Our promise is to treat all our customers fairly and when dealing with people with any vulnerability we will take account of such vulnerability to ensure that the way that we sell and provide our services does not cause them detriment. 

Examples of vulnerable customers:

We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will use our best endeavours to identify those customers who may be vulnerable. These groups may include, but are not restricted to: 

• Customers with communication difficulties (including language barriers).

• Customers with any form of disability.  

• Customer personal circumstances of the customer –financial difficulties, redundancy, serious illness, bereavement, caring responsibilities 

• The customers age - particularly older and younger people. For example, a younger person may be considered inexperienced, and the older person may be less technologically able.

• Anyone who suffers from stress, anxiety etc or anyone reduction in physical or mental capacity.

• A customer with any illness, whether physical or mental illness.

• Customers with limited English proficiency or communication barriers.

• Individuals who are identified as vulnerable by a recognised authority or social service agency.

Identifying a vulnerable customer:

All employees will undergo regular training to recognise signs of vulnerability and understand the appropriate actions to make.

Frontline staff will be trained to proactively identify vulnerable customers through attentive observation and active listening.

Managers and supervisors will receive additional training to handle complex cases and provide necessary support.

Communication and accessibility:

• Provide clear and accessible communication channels, including easy-to-understand language and alternative formats (such as large print or braille).

• Offer translation or interpretation services for customers with limited English proficiency.

• Ensure physical facilities are accessible to customers with mobility impairments.

Support and assistance:

• Designate a specific team or individual responsible for handling vulnerable customer inquiries and providing personalised support.

• Offer flexible appointment scheduling and extended time for vulnerable customers to discuss their needs or make decisions.

• Provide assistance with form filling, document submission, or navigating online platforms if required.

• Establish referral partnerships with external organisations or agencies to connect vulnerable customers with additional support services.

Data protection and confidentially:

• Ensure that all personal information shared by vulnerable customers is handled in accordance with data protection regulations and treated with strict confidentially.

• Obtain explicit consent from customers before sharing their information with external agencies or organisations, unless legally required or in the customers best interest.

Complaints and feedback:

• Provide clear information to vulnerable customers on how to make complaints or provide feedback, including multiple channels (such as phone, email or in-person).

• Designate a dedicated contact person to handle complaints related to vulnerable customers promptly and sensitively.

• Regularly review and analyse complaints to identify areas for improvements in the vulnerable customer support process.

Staff training and awareness:

• Conduct regular training sessions to raise awareness among employees about vulnerability issues. empathy and understanding.

• Provide ongoing support and resources to employees to ensure that they can effectively implement the vulnerable customer policy.

• Foster a culture of respect, inclusivity, and non-discrimination throughout the organisation.

Our team should take steps to identify vulnerable customers and to provide any additional level of assistance they may require. Although it may be apparent in some cases, it might not be easy to identify needs in others so, if you believe you meet the criteria of a vulnerable customer, please let us know as soon as possible of any needs you may have, or any ways we can help. It really helps if you do this when first contacting us.  

Our teams have access to FCA guidance (https://www.fca.org.uk/publication/finalised-guidance/fg21-1.pdf). 

The Cycle Emporium, commitment to engaging with vulnerable customers. 

As soon we think we may be engaging with a vulnerable customer, either by identifying ourselves or a customer has told us, we will follow our 5 rules: 

• We provide extra opportunities for you to ask questions or seek further confirmation about the transaction or service we are providing. 

• We will continuously seek confirmation that you have understood the information, especially in cases of customer finance applications for example.  

• If we feel necessary, we may ask if there is anybody with you who can assist you, such as a family member or friend.  

• We won't rush!

• We will always offer extra opportunities to complete a transaction after further consideration. 

If for some reason we are unable to help, we commit to taking extra steps beyond our normal sales process to try and seek alternatives or point customers to where they can best seek a solution.