Terms of Sale
Cancelling A Processing Order
If you wish to cancel or amend your order during the processing time, please contact us as soon as possible using the Contact Us page on our website. We cannot guarantee that we will be able to make any changes, as the order may have already been processed. Goods that have been dispatched cannot be changed or re directed to an alternative address and in this case, you may have to wait until you’ve received the order and follow the procedures for returns.
In accordance with distance selling regulations and customer contract regulations, we will accept any items back if you decide to return them within 14 working days of you receiving your order. You must notify us within 14 working days of receiving the goods, and return them back to us within another 14 working days of notifying us. To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items. The product must not have been used, altered or fitted to any other equipment.
Whilst the goods are in your possession you must take reasonable care of them and not use them.
We cannot refund or cancel your order if it is a custom specification item such as complete bikes*, or if we believe the item has been damaged whilst in your possession. We also cannot accept returns of perishable goods.
All of our orders follow detailed checks before, during and after packing to ensure no damage has been caused during the build or dispatch process. If your goods have been damaged in transit and have been unpacked, please notify us within 2 working days from receiving your order. Please send detailed images of the damaged goods and a description along with your order number to firstname.lastname@example.org. Any claims after this 48hr period will not be honoured.
Under the Consumer Rights Act you have an early right to reject goods that are deemed to be faulty. However, this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later).
Notification of Returns
Cancellation notice should be sent along with your name, a description of the goods or services and the order number of the item you wish to return to the following address email@example.com.
DHW Agencies Ltd can only accept returned goods in their original packaging which do not show signs of wear and tear. Any use of the delivered goods beyond that deemed necessary to inspect the goods on delivery will invalidate your right to cancel the contract. Where DHW Agencies Ltd have supplied goods to you, you must take reasonable care and attention of the goods in your possession pending their return to DHW Agencies Ltd.
Notification of Returns
Goods must be returned to DHW Agencies Ltd by registered post or similar within the 14 working day period from the date of Cancellation Notice. This needs to be accompanied by a returns form, including full contact details and order number. The cost of returning the goods to DHW Agencies Ltd and the risk of damage to the goods in transit is ultimately your responsibility. If the Goods are damaged in transit DHW Agencies Ltd reserves the right to refuse a refund and it will be your responsibility to seek compensation from the carrier.
In the case of faulty or damaged (at no fault of your own) which require exchange, we will cover the cost of postage back to your address. However, if you wish to exchange an item for any other reason you will be responsible for the cost of postage and packaging back to you. Any items redelivered will be made to the original delivery address.
All returns will be subject to a 10% of the value restocking charge, plus the value of any postage charges incurred by DHW Agencies Ltd. This is excluding any damaged or defective goods.
If you require a frame size swap on a completed bike, if the bike is unused and is in the original condition the following prices apply. Road Rim Brake £100, Road/TT Bike Hydraulic £150. Postage costs are the responsibility of the customer.
We do not offer refunds for sale items, unless they are faulty.
International returns are accepted on the basis of the above, please note that the packaging must be marked as RETURNED GOODS – FAILED SALE or WARRATY RETURN – this will ensure we are not charged import duty. Failure to label the package correctly may result in the item being refused at UK Customs and returned to you.
If you have received a refund and originally paid import duty on your goods you should be able to apply for a refund on the duties paid from your Local Customs Authority. You will be required to show proof of duty paid and proof of export (returning the goods).
Refunds (if applicable)
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.