Click Guardian Tracking
  Loading... Please wait...

Returns, Refunds and Warranties

Introduction

At MTB Monster we like to treat all of our customers how we would like to be treated ourselves. Which means working hard to provide a fair outcome for both parties should any issues arise after the sale of an item. We genuinely would like all of our customers to have a positive experience when dealing with ourselves both before and after your purchase. 

Send returns and warranties to:

Unit 4A Fairfield Business Park, Longsight Road, Clayton Le Dale, Lancashire, BB2 7JA

Bike Returns

Unwanted Bikes

Items must be returned within 14 days of purchase.

Unwanted bikes must be returned unused and undamaged. You can either mail the bikes back to us or we can come and collect them.

Posting fees will not be covered by us.

Collecting a bike will cost you £30.

All unwanted bikes should be boxed in the box they were sent to you in.

Faulty, Incorrect or Damaged Bikes

If your bike is faulty or damaged, you can fill out our Warranty Form and we can see if we can help. Alternatively, you can ring one of our mechanics on 01253 814238 and they might be able to help.

What is Not Covered

  • Items that have been damaged in a crash.
  • Items that have not been installed properly (e.g. stripped pedal threads).
  • Normal wear and tear.
  • Modified items.
  • Poorly maintained and neglected items.
  • Customised items.

What is Covered

  • Manufacturing faults.
  • Damage on delivery.
  • Faults made by a mechanic.

If the bike you have received is not the correct bike, you will need to put the bike back in the box it came in and send it back to us (or arrange collection). This will be free of charge and the replacement bike or refund will be arranged as soon as possible.

Custom and Special Order Bikes

From time to time, your purchase may be classed as a special order/custom build. If your purchase falls under this category, we will contact you to double check sizing and options. Custom builds/special orders have a slightly different returns policy to other bikes as they are individually suited to your bike. If this is the case, we will inform you via email and if you are not 100% happy with anything involving your bike, we will refund you in full.

Returns from International Customers

If you need to return your bike, please ring the store on 01254 814238 and we will discuss the most cost-effective way of shipping your bike.

 

Non-Bike Related Goods

 Unwanted Goods

Items must be returned within 14 days of purchase.

Items must:

  • Be in the package they arrived in.
  • Be undamaged and unused.
  • Be in good enough condition for us to reuse.

Posting fees will not be covered by us.

Faulty Goods

Faulty goods can be replaced or refunded.

What is Not Covered

  • Items that have been damaged because of crashing.
  • Neglect and poor maintenance.
  • Normal wear and tear.

What is Covered

  • Manufacturing Faults.
  • Damage on Delivery.

All items have to be inspected before they are refunded or replaced, so this might make it take a little longer than expected. If you have any queries, call us on 01254 814238.

 

Warranty

If you find yourself needing to return an item for warranty, you can fill in our warranty form here.

The warranty coverage varies on items. Bikes usually have 2-5 years warranty. Parts usually have 1-2 years warranty.

Things That Are Covered:

  •  Manufacturing faults

Things That Aren’t 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 to Contact Us

If you need more information on warranties, ring us on 01254 814238.


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.

Deposits

All deposits for ordered bikes and parts are non refundable.