In any circumstance of delivery damage, warranty claim or return, please Email orders@cadenceperformance.com to request the appropriate forms.
GENERAL CONDITIONS:
Only the original purchaser has the right to return faulty goods.
Due to the high incidence of fraud we regret that we are unable to offer any refund without a valid receipt. You must include this with any claim. All refunds under this returns policy will be paid within 30 days of us receiving the returned goods. Refunds will be processed using the same method of payment used for the original purchase. Credit and debit card refunds must be made to the same card used for the original purchase.
For hygiene reasons, we are unable to accept returns of face masks, or cycling underwear whereby the item has been removed from its packaging.
Our returns policy does not affect your statutory rights, full details of which can be obtained from any Trading Standards Department or Citizen’s Advice Bureau.
DAMAGED GOODS UPON DELIVERY/RETURN:
If an order(s) is broken or spoiled when it is delivered, please notify us within 48 hours of delivery otherwise the returns policy no longer applies. Within this period, we will also require images of the damage to the packaging and its contents. This will need to be emailed to orders@cadenceperformance.com. The customer making a return will be held liable for costs arising from any damage that occurs to the item(s) when returning to any of our stores.(Refunds may not include delivery cost (s) and any collection will need to be from the original address it was sent too)
RETURNING AN UNWANTED PURCHASE FOR REFUND OR EXCHANGE:
If you wish to return or exchange any unwanted item(s) for any reason, you can return the item(s) to the original store it was purchased from within 14 days. Partial returns are possible. Goods must be returned intact, unused, undamaged, clean or not having been fitted to a bike. Items need to be in resalable condition in original packaging including all warranty cards, manuals and accessories.(Refunds may not include delivery cost(s) and any collection will need to be from the original address it was sent too)
Refunds cannot necessarily be given if the item or bicycle was ordered specifically from our supplier to fulfil the initial order. In certain circumstances an exchange will be possible.
CANCELLATION OF UNDELIVERED ORDERS:
Refunds of deposits cannot be given if the item or bicycle has had to be ordered especially from our supplier. If the item was from stock and has been held on a deposit layaway for more than 14 days, then the deposit cannot be refunded, only exchanged or added to an account credit.
ONLINE SALES:
If you wish to return an order, you may do so within 14 days of receiving the item., please contact us as soon as possible via email, or phone the branch you purchased from for a copy of our returns form. Partial returns are possible. Goods must be returned intact, unused, undamaged, clean and not having been fitted to a bike. Items need to be in resalable condition in original packaging including all warranty cards, manuals and accessories. This includes any damaged incurred whilst building, packaging or shipping a bike. Please do not directly stick labels or write on the item or the item's original packaging.
Send your goods (unless otherwise stated) securely packaged by a recorded delivery method, including a copy of your receipt and the returns form sent by us, to the store where you purchased the item from.
Please Note: The customer making a return will be held liable for costs arising from any loss or damage that occurs to the item(s) when returning to any of our stores.
It’s the responsibility of the purchaser to arrange and cover the costs of any returns. If you want assistance in returning a bulky item such as a bicycle, fork or turbo trainer, please email the Returns Department orders@cadenceperformance.com to arrange a special courier collection. Depending on the reasons for returning an item a charge may be incurred for this service.
Address Match Requirement - Online orders require the billing and delivery address to match. Orders that do not meet this requirement may be cancelled without prior notice.
WARRANTY CLAIMS FOR FAULTY GOODS:
In any circumstance of a suspected faulty item purchased from ourselves either in store or online, please contacting us as soon as possible in person or via email with details and/or pictures where possible to obtain a warranty returns number.
On receipt of your goods we will carry out a warranty inspection and will contact you within 3 working days of receipt. Terms and conditions of warranties vary depending on the product, so please consult your owner’s guide of the manufacturer directly for clarification. If your purchase is within the manufacturer’s warranty period we will repair or replace the item(s) as stated in the manufacturer’s warranty guidelines. In some cases the manufacturer/ supplier may require to see the item(s) before repair or replacement can take place. In this unavoidable situation, we will inform you and it is likely to increase the turnaround time of your claim.
The customer is entitled to an immediate refund if the goods are deemed to be faulty, within 30 days of purchase. Cadence Performance Ltd reserves the right to exchange or repair any faulty goods between 30 days and before 6 months from the original purchase. Should this one and only repair be unsatisfactory then a customer is entitled to a complete refund. After 6 months from purchase, it is the responsibility of the purchaser to prove a fault.
Fair wear and tear or misuse is not considered a fault and Cadence Performance Ltd would not be liable in these cases.
Labour or transportation costs are not covered by any warranty. As part of our customer service commitment, we are happy to cover the labour of any warranty claim for 6 months, on bicycles we supplied or repaired.
EXEMPTIONS:
Cadence Performance Ltd reserve the right to decline a refund or an exchange if the condition of the item(s) doesn’t comply with the terms above and/or the claim is outside the stated time scales.
Sorry, gift certificates and charitable prizes cannot be returned and account credits cannot be refunded.
Cadence Performance Ltd reserves the right to pass on charges onto the customer for any return of unwanted goods that incurs a cost to process. These include any costs levied by a finance company, courier or Cycle Scheme provider. We also have the right to charge for any labour or courier costs it may take to process a return should any complications arise due to negligence or accidental damage.
We will try our best to process any return, exchange, refund or warranty claim as efficiently and fairly as possible, complying to the terms above and manufacturer’s guidelines. We respectfully ask that customers realise that we are only human, and rude or threatening behaviour to any staff member cannot be tolerated.
V12 FINANCE:
Faulty Goods
Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.
But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date 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
Right to cancel
In addition to our Returns Policy, under the Consumer Contracts Regulations, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.