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Returns, Refunds and Warranties

Shop With Confidence At MTB Monster

At MTB Monster we want you to be completely satisfied with your purchase. We have systems in place to ensure your products are correctly assembled and checked prior to delivery by our fully trained staff. All our products including bikes are very carefully packaged to prevent damage in transit, so it is unlikely that you will have any problems.

However, on occasion things can go wrong and if your purchase isn’t suitable for whatever reason you can find out below what can be done. Section 1 takes you through the returns process and section 2 advises you on what to do if you have a warranty issue.

 

Section1 – RETURNS

What if my bike has arrived damaged or faulty?

If your bike is faulty or damaged on delivery you must inform us by completing a Warranty Form within 48 hours of the bike being delivered. Please complete the form in full to avoid unnecessary delays.

If it is a minor issue that you feel can be solved over the telephone, please call the workshop on (+44) 0 1254 814238 and select option 2.

What is covered?

  • Manufacturing faults.
  • Damage in transit.

What is not Covered?

  • Items that have been damaged in a crash.
  • Items that have not been installed properly (e.g. stripped pedal threads).
  • Items that have been modified by the customer

 

What if my bike has been delivered and I no longer want it?

If you purchase a bike and change your mind you must contact us within 14 days of delivery at warrantymtbmonster@gmail.com to express your intention to return your bike. Items must then be returned within 28 days of purchase.

Unwanted bikes must be returned unused, undamaged and in the original packaging. You can either mail the bike back to us yourself or we can come and collect it. Collecting a bike will cost you £35 for UK customers (this will be deducted from your refund amount)

For non-UK residents we will advise the return cost based on your address. We will endeavour to do this in the most cost-effective way possible for you. Please also contact warrantymtbmonster@gmail.comto arrange this with a member of our team.

If you decide to return the bike yourself, please make sure you get a proof of return as we cannot be held responsible for the goods lost or damaged in transit.

No refunds can be made until the goods are received and checked by our team so there may be a slight delay in processing your return.

 

What if I have custom build mountain bike?

When ordering a Custom Mountain Bike, you will be liaising at length with a member of our team to ensure the full specification is agreed and signed off by both parties in writing. Once agreed a non- refundable 50% deposit is taken so the build can commence. Changes to specification can be made along the way through discussions with the member of staff involved with your project and so your total build cost can fluctuate, this is no problem, however, if you decide to cancel the build completely you will lose your deposit. If the reason for the cancellation is unexpected we may be able to release some of the components to the value of your deposit back to yourself, this will be at the discretion of the shop manager.

 

What if I have a Special Order Bike?

Special order bikes are bikes that are modified before they leave us. For example, if you are having an Invisi Kit fitted to your bike it would be classed as a special order. This means that if you were to cancel your order once the deposit is paid you would not be entitled to a deposit refund. Another reason your bike may be classed as a ‘special order could be if you are ordering a bike that is not for our normal stock, for example if it is a particularly big or small size that we do not normally carry. You will always be informed both verbally and in writing if your purchase fall under a ‘special order’ and if for any reason after receiving the email you decide you do not want to proceed you will have 24 hours to cancel and still get your full deposit back

 

What if I am a non UK resident and I want to return my purchase?

If you need to return your bike from overseas, please ring the store on (+44) 0 1254 814238 and we will discuss the most cost-effective way of shipping your bike. The returns policy remains the same as for UK customers, only the cost of returning an unwanted bike will differ and will be calculated on an individual basis.

 

What if my non-bike product has been delivered and I have changed my mind?

Items must be returned within 14 days of purchase.

Items must:

  • Be returned in the package they arrived in.
  • Be returned undamaged and unused.
  • Be returned in a resealable condition.
  • Include your contact details inside the box

Posting fees will not be covered by MTB Monster LTD.

 

Where do I return my items to?

 

MTB MONSTER LIMITED

Returns Department

Unit 4A Fairfield Business Park,

Longsight Road, 

Clayton Le Dale, 

Lancashire, BB2 7JA

All items must be inspected before they are refunded or replaced, and this can take up to 7 working days from being received. If you have any queries, call us on (+44) 0 1254 814238 and select option 1.

 

Section 2 - WARRANTY

I have a warranty issue what do I do?

If you find yourself needing to return an item for warranty, you can fill in our warranty form here. This email is checked daily (excluding Sundays) by a member of our mechanics team so you can be sure of a speedy response. We will support you throughout the warranty process by generating returns where needed and liaising directly with the manufacturers on your behalf. You will be kept informed at every stage until your warranty is complete.

 

How long is my warranty?

The warranty coverage varies on items from 12 months to a lifetime warranty. You can find the warranty information for your product by visiting the manufactures website. Normally frames are 2-5 years and components 1-2 years but please check for your individual items. Bosch systems for electric bikes have a 2-year warranty.

 

What is covered under warranty?

Things that are covered:

  •  Manufacturing faults

 

Things that are not covered:

  • Normal wear and tear.
  • Corrosion, rust and other things caused by poor maintenance.
  • Items damaged in a crash.
  • Stripped pedal threads.
  • Damage caused by modification or faulty home installation.

 

How can I get in touch?

call (+44) 0 1254 814238 and select option 4

emailwarrantymtbmonster@gmail.com

 

Privacy Policy:
We do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfillment. In this case, the third party will not disclose any of the details to any other third party.

 

Your Statutory Rights

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. In addition, customers from the European Union are protected under the EU Distance Selling Directive which can be found here.