FREE LOCAL DELIVERY AND COLLECTION AVAILABLE IN PORTSMOUTH AND NEARBY AREAS
Please call in store to arrange on 02392 620142 or email email@example.com if you need any assistance with a bicycle you may not be able to get to us or to arrange for that surprise bicycle to be delivered!
When purchasing a bicycle or item in store you will be subject to a fourteen-day return process.
All bicycles are fully assembled by a cy tech trained or competent mechanic. All adult bicycles include a free six week after service safety check. The manufacturer provides as standard a 12-month warranty; however, this differs per brand and some makes, and models will offer a lifetime frame guarantee. A warranty does not cover tyre, tubes and brake blocks please refer to the information provided with your item.
IN-STORE RETURNS,CLICK AND COLLECT AND ONLINE PROCESSED RETURNS
Velopy Ltd will happily exchange or refund any item purchased at Velopy Ltd in line with our returns process.
Your Right of Cancellation. Should you receive and collect your purchase and decide that you no longer require the goods for whatever reason, they can be returned within fourteen working days of your receipt of the goods. To return the goods, please email firstname.lastname@example.org detailing the reason for your return, call 02392 620142 or visit us in store along with proof of purchase.
Please note Velopy Ltd makes every effort to ensure you purchase the correct item by providing you with an experienced sales team instore and online contact details to gain advice and a size guide area where you are advised on which bike size is suitable for your height and cycling purpose. This is to assist in eliminating returns through incorrect purchases and ensure customer satisfaction.
All items returned by post (this is subject to click and collect items or special orders) are returned at your cost Velopy Ltd will not cover the cost of returning the goods (unless faulty)
Raleigh Orders: Please Note on some Raleigh returned items, collection may be arranged direct from you the customer and not be needed to be returned to Velopy Ltd, this is on a case by case basis and you will be informed by Velopy Ltd when following the above returns process.
All items returned by post (unless faulty) are returned at your cost. You are advised to obtain a certificate of posting when returning items by post. If you post your item(s) back to us, we will endeavour to send you a replacement or refund your payment within 7 days.
Faulty goods Velopy Ltd is committed to ensuring that all products are to the highest standard. All our products have a 12-month manufacturer guarantee from the date of delivery or purchase should you experience a problem within this period please contact us at email@example.com
You must take reasonable care to ensure the goods are not damaged until they are returned to Velopy Ltd. Using the goods before returning them within the allotted fourteen-day period does not constitute taking reasonable care of them. If you use the goods before returning them to us, you will be responsible for the costs of us reconditioning those goods. Velopy Ltd may set off the cost of refurbishing the goods against the sums that you have paid for the goods, including any applicable VAT payable, if the goods are used prior to being returned under this clause. This does not affect your statutory rights.
Returned goods must be unused and supplied with their original packaging the item was sent in or will not be accepted as a return by Velopy Ltd.
We do not accept returns on clothing unless the item is still in a saleable condition. I.e. has not been worn and displays the price tag.
In certain cases, Velopy Ltd may not be able to provide the goods or carry out some of its other duties under contract, because of something that is beyond Velopy Ltd reasonable control. This could include war, an act of terrorism, widespread goods, fuel or power shortages, fire, flood, severe weather, other natural disasters, equipment failure or an accident that is not Velopy Ltd fault. If this happens then Velopy Ltd will not be responsible for so long as the effects of the event continue for any failure to provide the goods. Velopy Ltd will continue to try to provide the goods as soon as possible despite any such events.
Click and Collect (Arranged by you the customer via our brands websites) can be delivered direct to store when requested by (You) the customer. (You) the customer will receive confirmation that the item is ready to collect.
The item will be boxed and come with only the manufacturer guarantee and warranty. If the item is a bicycle we recommend it is built by a trained cycle mechanic, this can be arranged to be done in store if (You) the customer arrange a booking with Velopy Ltd. Please note if the bicycle is built in-store then Velopy Ltd will carry out all guarantees. If the bicycle is not built by Velopy Ltd this will affect the guarantee provided with the cycle and any issues will need to be taken up with the manufacturer.
DAMAGED AND FAULTY RETURNS
We at Velopy Ltd will confirm what process to follow to return your item or any damaged items. (This may include asking you the customer to provide photographs of the damage to us via email) You must then return the goods as soon as you are able to do so. Velopy Ltd will not cover the cost of returning the goods unless proved faulty. Please note that the item is returned to us in its original and unused condition (including in its original packaging), along with the wrapping and delivery note (as proof of purchase) Please post or use your own courier, include the details of why it is being returned, along with your customer order number and your personal details. Please note if the item is found not faulty by the returns department the return postage will not be reimbursed.
In some instances, a refund may not be made immediately made when a faulty item has been returned to Velopy Ltd. The item will be tested, and the fault/problem identified. Upon identification of this, we will repair the fault. Velopy Ltd will provide a replacement part if required for any faulty items or a full refunded including postage costs.
If the fault cannot be identified, we will contact you and offer you a replacement or full refund. If a replacement part or item is out of stock a full refund will be made to your account or card.
We will credit full return postage costs up to £25 on items that were either faulty or not as specified. However, if the item selected by the customer was deemed unsuitable or the incorrect size the postage cost will not be refunded. Velopy Ltd recommend you send all returns by Recorded delivery and gain proof of postage.
Returns are normally processed within three working days; however, some items may be sent to the manufacturer for inspection and may take longer for the refund to be refunded in to your account or on your card.
If you have had any issue with a return and feel that Velopy has not dealt with the return to your satisfaction, then please contact the brands customer complaint department if it was regarding a brand issue or faulty part.
If this is due to a customer service issue, please contact the company director at Velopy via email or in writing.
Complaints c/o Company Director Velopy Ltd
151-153 New Road, Portsmouth