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Terms And Conditions Of Use

International Orders

As present, Bikegoo only supplies products and services to customers based in the UK.

Delivery

Bikegoo charges £2.00 for postage and packing on all orders under £20. All orders over the value of £20 (or orders of £20.00 exactly) will be delivered completely free of charge.

We take special care when packing all of your orders. We do not cut corners and make every effort to ensure the items will arrive safe and undamaged at your address. All products will be sent with a comment from whoever processed or packed your order. This person will be your own individual contact at Bikegoo and if you have any questions you can speak to this person directly if you wish. Hopefully this gives you a bit more peace of mind just in case something goes wrong.

We send most products first class via Royal Mail. However, for larger or more valuable orders we may use DHL or TNT courier services to guarantee safe delivery. We cover the additional costs if we decide to send you your order in this way.

Additionally, we can deliver items via other delivery means such as recorded delivery, special delivery or use a variety of couriers so if you want a specific delivery service please let us know before placing your order. We will be able to provide a quote for the delivery method you have selected.

Please remember Royal Mail 1st Class is not a guaranteed next day service and sometimes orders can take some time to arrive.

However, if you believe an order has been lost please let us know as soon as possible. We can investigate this with Royal Mail or our courier companies.

For orders sent via Royal Mail: Royal Mail's terms and conditions state that, an item is not deemed to be lost until 15 days have passed from the "due date of delivery". We can only claim and subsequently refund customers for items that may have been lost after this time period has elapsed and after we have received subsequent confirmation from Royal Mail that the item has defnitely been lost. No refunds will be given before this time.

Returns Policy

We really want all of our customers to be thoroughly happy with every product purchased from Bikegoo. However, in some instances things don’t quite go as planned. If there is any problem with your order please contact us at the very earliest opportunity either by email (support@bikegoo.co.uk), or give us a call on 01892 771038. As soon as we know about the problem we will do everything we can do resolve it as quickly as possible .

We will happily accept returned items, however we do ask for the following conditions to be met:

- If you have simply changed your mind, or an item doesn’t fit or its the wrong colour, then you can return your item provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods, you have 28 calendar days to do so, at your own expense. Once the item is received at bikegoo, we'll issue a full refund for the product to your original payment method. If you wish to exchange your item we will issue your new items once your returned items have been received and checked. You may be required to pay our carriage fees to cover the cost of posting out your replacement items.

- If any items have been damaged in transit, we ask that you report it to us within 7 working days . If the items are visibly damaged on receipt, it's best to sign the delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs*.

- If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs*. We test returned items, and if a returned item is found not to be faulty we will return the item to you, in this instance you will be liable for the return carriage fee.

- If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. General wear and tear is not covered, nor is incorrect or inappropriate fitting and use. Please contact us and we will advise the way forward for your particular item.

- Very rarely we may make a bit of an error and may accidentally despatch incorrect items to you. Please let us know within 7 days and we will get a replacement to you, and reimburse your reasonable return carriage costs*.

If you need to return an item please remember to email or phone us first before doing anything else. Unlike other online shops, we are very easy to get hold of!

Importantly, please do not attempt to hand deliver your returned items to our address in Hartfield.

* Definition of "reasonable carriage costs". We are willing to reimburse you up to the value of Royal Mail 1st class postage for the size and weight of the return package. We will not pay for the full value for specialist postage (e.g. recorded or special delivery) or courier delivery.

None of the above affects your statutory rights.

Business Terms

All orders will be accepted and the contract completed between you and us at the time we despatch the ordered products to you. However, if you have successfully cancelled your order or if we have not accepted your order for any reason, completion of the contract would not happen.

Non-acceptance of an order may be a result of (but not limited to) one of the following:

The product you ordered being found to be unavailable
Our inability to obtain authorisation for your payment
The identification of a pricing or product description error

To cancel an order you must contact us as soon as possible after placing it. An order can only be cancelled if we have not yet despatched it to you.

Product Availability

There is nothing worse than finding the perfect item you are after, only to find that it is currently out of stock or unavailable. We will make every effort to ensure every item listed onour webpage is in stock.

If an item is not in stock for any reason, either the item will no longer appear on the webpage or we will communicate that the item is out of stock clearly on the webpage and also try to give an estimated date when the item will be back in stock with us. If you choose to proceed with the order on an item that is not in stock, we will contact you to let you know when the item arrives with us and then despatch it to you. We will also contact you if for whatever reason the product won’t be available at the time we specified. You are welcome to cancel your order on any outstanding items at any time (prior to us despatching them) if you feel you can’t wait. Please call us or email support@bikegoo.co.uk to do this.

On the exceptionally rare occasion where you place an order whilst the item is in stock and the item becomes out of stock before the order has been processed, we will contact the you immediately. You will have the option to cancel your order (or the part of your order which is now out of stock) to receive a refund.

Despatch Times

Generally if you order your products before 12pm, your items will be despatched the same day. If you order after 12pm we will still try and despatch the same day but if we can’t they will be despatched the following day. Items ordered after 12pm on Friday or over the weekend will be despatched on Monday.

If an item is out of stock, timings may vary as to when it will be available again. In this case each product will have an estimated date displayed clearly on the page when it will be back in stock.

If we only have a part of your order in stock we will despatch the product we have in stock immediately and communicate with you about when the other items will be in stock. You are welcome to cancel your order on the outstanding items at any time (prior to us despatching them) if you feel you can’t wait.

Payment Options - Credit / Debit Cards

You can pay at Bikegoo with the following cards:

Delta
Maestro
Mastercard
Solo
Visa
Visa Electron

We also accept Paypal payments.

If you prefer we can take orders over the telephone using one of the above credit or debit cards. Please call us on 01892 771038 to process your order. Please have your card to hand and we will need to take some security information to ensure our security measures are met. All credit card information and personal security data is destroyed once the transaction is complete.

If you have any questions about what methods of payment we take please contact support@bikegoo.co.uk for more information.

The best way to get hold of us is via phone or email. Feel free to send us some post too, its always nice to get a letter or two.

Email: For all enquiries please contact support@bikegoo.co.uk

(We constantly monitor our emails so rest assured we will get back to you really quickly with answers to your queries).

Tel: 01892 771038

This will come through directly to our workshop in Hartfield (no horrible call centres or automated phone lines!) so rest assured you’ll get through to someone who knows what they’re talking about.

Post:

Customer Enquiries
Bikegoo
Unit 16, Bassetts Manor
Butcherfield Lane
Hartfield
East Sussex
TN7 4LA

Please note: please do not attempt to return or collect products from the above address. Due to health and safety restrictions we unfortunately can not currently facilitate this.

Complaints

AHHH NOOOOO! If we’ve let you down in any way we will be crushed! We try and do anything we can to keep our customers happy and extremely satisfied with our service.

However, if you have any complaints about any element of our business, please send it on an email to support@bikegoo.co.uk. Rest assured we treat all complaints very seriously and we will get back to you very quickly.

Special Offers

We run loads of special offers and promotions throughout the year. Each time we change our promotions we will shout about it through our advertising and via email.

A large selection of our products have been reduced in price to offer the customer a fantastic deal. Almost all of our products show an "Our Price" and a "Normal Price". Normal Price denotes the Manufacturers RRP. Our Price is the price you pay. In addition to "Our Price and "Normal Price" the "% saved" and "you save" fields are shown displaying the saving you make on each product.

In addition to our fantastic promotions, we run bulk discount offers where you can save loads of money if you buy a number of units of a particular product. This currently applies to all of our inner tubes. The bulk discount activates automatically on the price of the product as soon as you type in the required number of units. The amount you can save is shown in the description of each product.

If you have got any questions or have any problems with this, please send us an email or give us a call.

Product Descriptions

We provide thorough product descriptions and information for the majority of our products to help customers to make the most educated choice. However, all descriptions on our products are meant for guidance only. We apologise but do not accept responsibility for any innaccuracies or errors in the product descriptions, the "bikegoo comments" or the "green facts". A large amount of this data is provided by the product manufacturers and we must rely on them to provide correct information. Remember if you are ever in any doubt, please contact us.

Loyalty Bonuses

If you are loyal to bikegoo and keep shopping with us we’ll offer you loyalty discounts. Its just our way of saying thanks for trusting us. It does mean a lot to us. You need to spend over £100 with us before you start getting these benefits but it will be worth it. If you spend over £500 then things start getting interesting! More on that when once you spend over £100 with us. We’ll be in touch.

Cycle Clubs

If you are a member of a cycle club we can offer some great discounts for you and all of your members in return for featuring a bikegoo logo logo link on your club webpage.

We can offer you a large discount on everything on our page (after all other offers or discounts have been taken off! – but unfortunately cycle clubs don’t get loyalty discounts). Not only that but if you take up this scheme we’ll send you a welcome pack featuring loads of essential maintenance bits specifically tailored to your club and its members… completely free.

If this sounds like something you’d like to be part of please get in touch and let us know the details of your club. Please include a contact name, email address, phone number and contact home address. Add to that a bit about your club, what type of cycling you do, how many members you have and what sort of maintenance and bike care products your interested in.

If your club doesn’t have a webpage, don’t worry send us some info and we’ll be in touch to discuss opportunities!

Send that to support@bikegoo.co.uk or post it to our postal address and we’ll be in touch to take it forward.

Customer Reviews

The bikegoo reviews system is designed to allow customers to write about their experiences of using a particular product and rate it with a mark out of 5 (1 being poor and 5 being excellent). The more reviews we get, the more we can help future customers to make informed choices about our products before they buy them.

Anybody who has registered with bikegoo is free to write a review of any of our products. You don't have to have previously purchased a particular product from us to be allowed to review it. It could be something you've bought from elsewherebut you feel that you have some useful points that you'd like to write about it. If so, that's great!

Before you can write a review you will need to login or register. Once you've done this, simply click on any "Customer Reviews" button on any of our products and then click on "Review this product".

When writing your reviews we want you to be as honest as possible, so feel free to praise or criticise any of the products as you see fit. However you must abide by our house rules.

1) All reviews will be moderated. What does that mean? Well we'll read them before they appear on the webpage. 99% of the time your review will appear against a product shortly after you've written it and exactly as you've written it. We will only challenge your review if we feel it is malicious, coarse, harmful, includes personal comments or if it uses bad language. If we do find any obscenities in your review it will not make it on to our site and you may well be banned from writing any further reviews.

2) The review system is not a chat system, so please try not to respond to other people's opinions by criticising or correcting them. By all means submit a review that is different from those that have gone before, but do not directly challenge others. Remember, everyone is entitled to their own opinion. Again any reviews that we feel do this will be challenged and possibly removed

3) All details you provide in a review are visible to anybody who uses our site. You should not submit any details in a review that could be used by unruly web users. Be particularly mindful not to reveal any personal details.

4) When reading reviews you should act on any recommendations from users with absolute caution, especially when it relates to how to use a product. We absolutely recommend that you refer to manufacturers' instructions when using all products.

5) Bikegoo accepts no responsibility for any comments that offend, prove to be inaccurate or incorrect, or cause any loss or damage of any kind to any visitors to our website. All users are personally responsible for the comments they leave on our review system and whilst we moderate all reviews, we are not censors.