Delivery

In most cases, we charge £2.50 for postage and packing on all orders under £50 and provide free delivery on orders above £50.  In some rare cases, we may levy an additional delivery charge for a particular product (bulky/heavy). In these cases we will clearly indicate the extra charge on the product pages.  When an additional delivery charge is levied for a product, we are usually still absorbing some of the postage costs to keep your cost down.
  
In most cases delivery is by Royal Mail first class, which is not a guaranteed next day delivery service. We reserve the right to use alternative services for heavier/larger items which are only being charged at £2.50 postage, e.g. second class, standard parcels.  We also reserve the right to deliver more expensive items by Royal Mail Recorded Delivery (signature required). In this event you will not be charged any more than our normal postage rates.
  
Orders received before 12 noon will normally be despatched that day. We will still try and despatch orders received after 12 noon same day, but if we can’t manage this we will send your order on the following business day (subject to stock availability). Business days are Monday to Friday excluding recognised UK holidays.

Returns Policy

Stirling Cycle Repairs adheres to the Distance Selling Directive and we will happily accept returns from you in line with the following terms:

If you need to return an item, please contact us at the very earliest opportunity by e-mail or phone (info@stirlingcyclerepairs.co.uk or 01786 451559) as soon as possible.
 
- If you have changed your mind, or an item doesn’t fit or its the wrong colour (but not due to error on our part), then you can return your item provided you inform us of your decision within 7 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods, you have 28 calendar days to do so. You will need to pay the postage for this and this is non refundable. Once we have received and checked the item, we will issue a full refund for the product to your original payment method.

- If any items have been damaged in transit, we ask that you report it to us within 7 working days . Items should be returned in their original packaging complete with all accessories and documentation. Once we have received and checked the item, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs*.
 
- If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs*. We test returned items, and if a returned item is found not to be faulty we will return the item to you, in this instance you will be liable for the return carriage fee.
 
- If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair or if this is not possible, a replacement. General wear and tear is not covered by this provision, nor is incorrect or inappropriate fitting and use.
 
- In the event we have made a mistake and have posted an item which differs from that listed on your invoice, please let us know within 7 days, then return the item to us and we will get a replacement to you, and reimburse your reasonable return carriage costs*.
 
If you need to return an item please remember to email or phone us first. We are easy to contact, will be happy to talk to you. Your call will come directly through to our workshop.
 
Please do not hand deliver your returned items to us.
 
* Definition of "reasonable carriage costs". We are willing to reimburse you up to the value of Royal Mail 1st class postage for the size and weight of the return package. We will not pay for the full value for specialist postage (e.g. recorded or special delivery) or courier delivery.
 
None of the above affects your statutory rights.
 

International Orders

As present, Stirling Cycle Repairs only supplies products and services to customers based in the UK.

VAT (Value Added Tax)

The price listed under ‘our price’ is the full price you pay (excluding delivery). We are not currently VAT registered so we cannot say prices are inclusive of VAT.

Acceptance of orders

All orders will be deemed to be accepted and the contract completed between you and Stirling Cycle Repairs at the time we despatch your order to you.

We may be unable to accept an order as a result of (but not limited to) one of the following:

- The product you ordered may be unavailable or out of stock (though we may every effort to ensure all products displayed on our site are in stock).
- Inability to obtain authorisation for your payment
- Identification of a pricing or product description error
  Product Availability

We make every effort to ensure every item listed on our webpage is in stock.
 
If an item is not in stock for any reason, either the item will no longer appear on the webpage or we will communicate that the item is out of stock clearly on the webpage and also try to give an estimated date when the item will be back in stock with us. If you choose to proceed with the order on an item that is not in stock, we will contact you to let you know when the item arrives with us and then despatch it to you. We will also contact you if for whatever reason the product won’t be available at the time we specified. You are welcome to cancel your order on any outstanding items at any time (prior to us despatching them) if you feel you can’t wait. Please call us or e-mail us at info@stirlingcyclerepairs.co.uk to do this.
 
On the very rare occasion where you place an order whilst the item is in stock, but the item becomes out of stock before the order has been processed, we will contact you immediately. You will have the option to cancel your order (or the part of your order which is now out of stock) and to receive a refund.

Payment Options - Credit / Debit Cards

You can pay for your order with the following cards:

+ Delta
+ Maestro
+ Mastercard
+ Solo
+ Visa
+ Visa Electron

Security

The secure page where you enter your payment details is controlled by our contract merchant service provider (Protx). Protx has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). To learn more about the security measures used by Protx, please visit http://www.protx.co.uk/about_security.asp.

Contact Us

The best way to get hold of us is via phone or email, we will be delighted to hear from you.
 
Email: For all enquiries please contact info@stirlingcyclerepairs.co.uk (Like so many people in this day and age we are addicted to checking our e-mails, so you wont be waiting long for a response during business hours).
 
Tel: 01786 451559

This is a direct line into our workshop so there is a very good chance it will be answered by our Weldtech Platinum Qualified Mechanic. No automated messages here!

Post:
Customer Enquiries
Stirling Cycle Repairs Ltd
115 Stirling Enterprise Park
John Player Building
Stirling
FK7 7RP 
 
Complaints/Comments

We never want it to come to this, but we do not claim to be perfect, and if you do wish to raise a complaint, or make some general comments, please do so by phone, e-mail or in writing to the above address. We never forget that our customers are essential to our continued operation, so you can be assured we will do everything we can to turn your frown upside down.
 

Product Descriptions and images

We make every effort to provide thorough and accurate product descriptions and images to ensure you make an informed choice. However, all descriptions and images on our products are meant for guidance only. We apologise but do not accept responsibility for any inaccuracies or errors in the product descriptions, or of any views we express about a product. Remember, if you are ever in any doubt about the details of a product, please contact us, you will find us to be friendly and helpful.
 

OUR PRIVACY POLICY

We are extremely committed to protecting the privacy and confidentiality of all our users and customers. We will only use information we collect about you lawfully (in accordance with the Data Protection Act 1998).

Except as set out below, we do not share, or sell, or disclose to a third party any personally identifiable information collected at this site.
 
Here is a list of information we collect and why it is necessary to collect it:
 
1) Basic Identification and contact information such as your name and contact details. This information is used:
a. to allow us to provide you with the products and services you request. In some circumstances this may mean passing some contact details such as your address to a third party business involved with processing your order e.g. courier services.
b. to maintain our accounts
c. for billing
d. to enable us to answer your enquiries
e. for verifying your identity for security purposes
f. to allow us to effectively market our products
g. to help us make our webpage as useful to you as possible
 
2) Your domain name and email address are recognised by our systems and the pages you visit are recorded. This information is used:
a. In a collective way (therefore it is not referable to any particular individual) for the purpose of quality control and improvement of our site.
b. To send you news about the services to which you have signed up
c. To tell you about our other services and offers
 
3) Financial information including credit card details. This information is used to obtain payment for goods and services you have ordered from us. For all internet based orders, your credit card details are never received by us. The page where this information is given by you is controlled by our contract merchant service provider (Protx). We never receive this information.
 
4) Disclosure to government and their agencies. We may be required to give information to legal authorities if they so request or if they have the proper authorization such as a search warrant or a court order.
 
5) Information Request. At any time you may review or update the personally identifiable information that we hold about you, by contacting us at the address below. To better safeguard your information, we will also take all reasonable steps to verify your identity before granting access or making corrections to your information
 
Use of Cookies: Cookies are small bits of text used by a web browser to store information on your computer. Each cookie can only be read by the web server that originally issued it. Cookies cannot profile your system or collect information from your computer. Most online retailers use cookies.
Stirling Cycle Repairs uses cookies to let us know you are a prior customer and thus you will not need to re-enter certain information each time you shop at the site.
 
We do not use cookies to store credit card numbers, address information or any other personal information.
 
Please note that whilst we have taken all reasonable steps to provide a secure shopping environment, there is a risk as with any e-commerce site that information may be unlawfully accessed by hackers or snoopers. If such a situation were to arise, we cannot accept responsibility for this. All reasonable means should be taken by the customer to protect themselves against identity fraud and theft of personal information.
 
If you have any questions regarding our Privacy policy, please contact us at:
 
Privacy Enquiries
Stirling Cycle Repairs Ltd
115 Stirling Enterprise Park
John Player Building
Stirling
FK7 7RP