Free pair of Black Pedals (worth £35) with every bike order over £500 (*excludes Gocycles)
The black flat pedals provided will either be Nukeproof Neutron Pedals or Burgtec MK4 Penthouse composite pedals depending on stock availability.
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United Kingdom: New Bike Orders
Due to the current environment, our current delivery timescale for bikes in stock is: 7-15 working days.
As always once an order is placed we will liaise with you to keep you informed on the delivery of your new bike and with all new orders we will do our best to complete them in a shorter timeframe where possible. As with all things, at the momen this is subject to change but please be assured will do our best, to keep you as up to date as possible, at all times.
If you are a customer who would like to purchase a bike from outside the UK. Please contact us before you place the order to see if this is going to be possible.
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.
(1a)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
(1b)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 firstname.lastname@example.org 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 email@example.com 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.
(1c)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.
(1d)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
(1e)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.
(1f)What if my non-bike product has been delivered and I have changed my mind?
Items must be returned within 14 days of purchase.
- 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.
(1g)Where do I return my items to?
MTB MONSTER LIMITED
Unit 4A Fairfield Business Park,
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.
(2a)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.
Although we regularly need to have the product returned to our selves at MTB Monster for inspection by a mechanic, most components can be processed by your local authorised service centre. This can reduce the time taken to get the warranty processed while also saving you some postage charges.
(2b)What is covered by my bike's warranty?
Component warranties usually vary from 6 months to 3 years, these are specific to the manufacturer and details can be found in the product manuals or, on the manufacturers website. Bosch systems for electric bikes have a 2-year warranty.
Frames are usually warrantied for approximately 2-5 years, this is determined by the manufacturer, and is usually based on the intended use of the bikes.
To view the details of a brands specific bike frame warranty, please see full info on this page
Great grip very well done