Correct Parts Supplied
If the parts that have been purchased are correct as per your order, we will refund the cost of the product minus a handling charge, which can be up to 15%. Carriage charges will also be deducted from your order. Please note that the buyer is responsible for all carriage charges when returning the product. Refunds can only be given if products are returned in their original packaging and in ‘as new’ condition.
Once a special non-stock order has been processed (usually 24 hours) the cancellation of non-stock parts cannot be accepted.
Custom products including custom wheel builds
With all custom bikes built, it is specially for you and to your exact specification, so we are not obliged to offer a refund on custom products. Complete wheels we will accept back but at a small charge of £15.00 this covers the carriage and the time that has been taken to create the wheel.
Incomplete/Damaged or Faulty Deliveries
If goods are delivered incomplete, have been damaged in transit or are faulty Trials-UK LTD reserves the right to replace the product. Any damages or shortages must be reported to Trials-UK within 24 Hours of receipt.
All products are checked before dispatch. Any products that arrive to the customer damaged or broken must be returned in full (including all broken pieces) otherwise no credit or replacement will be given. If the goods have been damaged in transit and are faulty we reserve the right to replace the product.
If the purchase is incomplete damaged or faulty, and a refund is required, then a handling charge of up to 15% will be deducted from the order value. Please note that the customer is responsible for the return carriage charges.
If an order sent to the buyer is found to be faulty or damaged, a replacement will not be sent out until the faulty item's are returned in full. If a product is required urgently, we may suggest the purchase of another unit until the faulty item's are received. The item will then be credited.
Refunds of carriage costs on returned items; if applicable will be limited to the amount incurred by Trials-UK in sending the item's using our own carriers.
We never delay refunds - They are normally actioned the same day and take around 3 working days for the bank to process.
Incorrect/Faulty parts supplied
If we have wrongly supplied parts we will at first try to supply the correct parts to you. If the correct products are not available we will reimburse the full purchase price if within 14 days. Trials-UK LTD is not responsible for any labour charges incurred during the fitment, or removal of suspected incorrect ordered or supplied parts.
Product Exchanges
If you wish to return a product for exchange then we reserve the right to deduct our initial shipping fee. (The handling charge is to offset the costs incurred by us in processing credit cards and packaging and shipping your order as requested).
If you wish to return any item then please follow these basic steps:
Contact us via e-mail or telephone for clearance. The member of staff will give you their name for authorisation.
Send the goods with an accompanied letter explaining the reason for return, and a copy of the receipt to the following address: Returns Trials-UK, 31 Coburn Gardens, Cheltenham, Gloucestershire, GL51 0GE
We never delay refunds - They are normally actioned the same day, buy may take upto 3 working days for the bank to process.
Return Items Lost In Transit
We cannot be held responsible for packages lost in transit: as you are responsible for returning the item/items to us. We recommend sending the package by Recorded/Special Delivery.
Guarantee
All items for sale on this website are covered by a manufacturer’s warrantee or our own guarantee. Every item unless stated is covered for at least 6 months (from the date of invoice) – some items are longer. Guarantees and warrantees cover manufacturing defects and not misuse or abuse.
Warrantees
Goods returned under warranty must be accompanied by a valid proof of purchase and will be dealt with as a matter of priority with the manufacturer, for quality control purposes and to establish whether the cause is a genuine manufacturing fault.
Trials-UK LTD is not responsible for any carriage charges or labour charges incurred during the fitment, or removal of suspected faulty, incorrectly ordered or supplied parts. All warranty claims are classed as return to base warranty.
Complaints & Queries
Trials-UK LTD always takes its relationships with customers seriously. We always try to offer a first-class level of service. If you are not happy with any aspect of our service or if you have any queries or comments then please let us know.
We aim to reply to emails within one working day of receipt whether they’re general enquiries or complaints. Click here to view our contact details.