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Returns and Refund Policy

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. Below outlines our procedure in the event of an warranty claim or suchlike:

Returns/Refunds:

MTB Monster would like you to be completely satisfied with your purchase and the service we have provided you. In the event of any item being unsuitable or wrong please read the following for advise on returning goods to ourselves.

Unwanted and exchange items:

Goods which prove unsuitable may be returned for a refund or exchange if the are returned to MTB Monster within 14 days from receipt subject to the following conditions:-

1.Goods are returned carriage paid
2.Goods are returned unused (not fitted) and in perfect condition in its original packaging where appropriate.
3. MTB Monster cannot accept the return of custom built/specially ordered products such a bicycles, framesets and wheels (including disc and wheel kits) as these products are built to each customers individual requirements.
4.Please include a copy of your receipt and a full covering letter (or our returns form) with all returns and for your protection, please keep your proof of posting.
5.Postage costs, as most of the items we sell include the postage charge within the price we reserve the right to deduct the cost of posting the item to you from any refund due. If we need to send out an exchange item there may be a further charge for redelivery.

Wrongly supplied or damaged goods:

If in the unfortunate event of goods being wrongly supplied or arriving damaged please contact us for the best means of rectifying the problem. We will endeavour to rectify the problem as soon as feasibly possible.


If you need to return an item due to the fault of MTB Monster we will of course cover your postage costs to the value of 1st class delivery for small items or Royal Mail standard parcel service for larger items, both these services are available at any Post Office and should arrive back to ourselves within a day or two. Please note we are only able to refund postage for the services described, please do not use the Royal Mail special delivery service or a premium courier as we are not able to refund these costs. If you do use a premium service it is at your cost.

Warranty returns:

If you have an item that you need to return to MTB Monster due to a fault within its warranty period please contact us first as we may be able to offer advise over the telephone. If in the event you need to post an item back please include a copy of your receipt together with full details of the problem so as to help us with a speedy return.
Please note some items may need to be returned to the UK manufacturer/distributor for inspection/repair. Goods must be returned in a clean condition, postage paid. We are sorry but we are unable to refund postage costs.

Claims:
All disputes regarding loss or damage must be notified in writing via email to contact@mtbmonster.com within 24hours from receipt of goods otherwise we accept no responsibility.


Privacy Policy:
We do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. 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 at http://www.hmso.gov.uk/si/si2000/20002334.htm

Deposits

All deposits for ordered bikes and parts are non refundable.

Contact

If you need to contact us regarding further clarification or advise our policy's / procedures, please contact us on 01254 814238