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Certini Terms & Conditions

General Terms and Conditions

None of the information listed affects your statutory rights. We are based in the UK, and all sales via the website or by mail order are subject to the laws of England & Wales.

Certini accepts orders only for delivery within the UK, with payments in £ sterling.

Acceptance of your order and prices will be confirmed to you immediately on receipt of your order, but owing to the possibility of human error we reserve the right to cancel or amend the order and notify you accordingly.

Certini take every precaution to ensure that our products and descriptions are as accurate as possible, however some goods may be subject to change due to manufacturers' requirements. These changes will be shown on our website as soon as possible.

Certini Bicycle Company is a trading name of Certini Bicycle Company Limited. Registered Office: Unit 10, Kingsmill Road, Tamar View Industrial Estate, Saltash, PL12 6LD, United Kingdom. Registered in England and Wales, Company Number: 05725054. Registered VAT Number: 881201839.

Prices

The price quoted for any item is valid for a period of seven days and will apply to any order placed or purchase made within this period. In the unlikely event that an item has been priced incorrectly, we will inform you to allow you to cancel or re-order at the correct price. If you have already paid, we will refund any overpayment or the entire amount if the order is canceled.

Ordering / Payment

Payment via credit or debit card is made via our secure online payment system.

When you place an order with us we require certain information to be able to process your order. All ordering is secure, and information is deleted as soon as your order has been processed.

Delivery

Delivery is free for orders over £40*, if its under £40 there will be a charge of £3.99, delivery may be by courier (APC) or Royal Mail (usually smaller items). Allow 3-5 working days for delivery.

Express delivery is available at an additional £10 on small items and £50 on larger items. All orders must be placed by 11am to qualify.
If you are in a hurry for a bike please call us on 01752 849315 and we will do our best to help.
Express delivery is available Monday - Friday, orders placed on a Friday will be delivered the following Monday

Saturday deliveries can be arranged at an additional cost of £50 Including bikes.
Orders for Saturday delivery must be placed by 12.30pm Friday.

Delivery for bikes require someone to be available to take delivery and sign for the goods. Bikes and high value items will not be left without a signature.**

Due to verification processes, the delivery address cannot be changed once an order has been processed. To change the delivery address, the order will need to be cancelled and processed again with the correct address. In the case of V12 finance purchases, the address cannot be changed. If you request a bike on finance and need it to be delivered to an alternative address, kindly contact the store.

Should you require your delivery to be left with a neighbour, the house name/number is required and they shall be required to sign** for the item on your behalf. Products such as bikes, frames and other bulky products cannot be left with a neighbour. Certini accepts no responsibility for delivery items which have been left with a neighbour.

All orders require a signature** and cannot be left in a safe place.

If for any reason we cannot complete your order, we will back order any items, but inform you before sending, in case your requirements have changed.

* Delivery surcharges: https://www.certini.co.uk/pages/delivery/
** Due to Covid procedures, the courier may ask for a name rather than a signature

Offshore
Please contact usfor a delivery charge quote. If an order is placed with the wrong delivery option is selected we will inform you of this and amend your final invoice as required.

Returns And Cancellation

Please check goods upon delivery and ensure they are correct. Unsuitable goods may be returned within 14 working days of receipt. Goods must be returned unused and in the original packaging, Your credit or debit card will then be refunded less any delivery charge which can take up to 14 working days to process.Kindly note that InvisiFrame kits are non-returnable/non-refundable.

If you choose to use our Royal Mail portal to return your order, a £3.50 postage charge will apply. The postage charge will either be deducted from your refund or we will contact you to take payment. This charge will not apply should the product be deemed faulty or not as described,

Items which are faulty, damaged or otherwise incorrect through an error by Certini must be returned to us within 14 days of receipt, with full details of fault, order date and invoice: please contact us before return and specify whether you require a refund or replacement item. Where a refund is requested we will refund the full purchase price of the product, including delivery charge. Such refunds will be made within 30 days of the cancelation date and can take up to 14 working days to process.

Customers reserve the right to cancel or amend their order with in 14 days from the date of purchase as per consumer law. Customers may cancel/amend their order by emailing web-orders@certini.co.uk with the order details.If the order has been dispatched before the cancellation email has been received, Certini reserve the right to deduct any shipping charges from the order refund.

KLARNA NOW AVAILABLE AT CERTINI

We've launched with Klarna to bring you flexible payment options at the checkout.

Klarna's Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply. klarna.com/uk/terms-and-conditions

In order to offer you Klarna’s payment methods, we might in the checkout, pass your personal data in the form of contact and order details to Klarna, in order for them to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice (https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_gb/privacy).


WARRANTY POLICY

Thank you for choosing Certini Bicycle Co. for your cycling needs. We take pride in delivering high-quality bicycles and equipment whilst ensuring customer satisfaction. This Warranty Policy outlines the terms and conditions of our warranty coverage to provide you with peace of mind when purchasing a bicycle from us online and in-store. Please read this policy carefully before making a purchase.

Warranty Coverage:

1.1 Frame Warranty:

The warranty coverage of a frame depends on the manufacturer of the bicycle. Please refer to the user manual from your bicycle for specific details. A warranty covers defects in materials and workmanship under normal and intended use. If a defect is discovered in the frame during the warranty period, Certini Bicycle Co. who will assist the end user to raise a warranty claim and act as intermediary with the manufacturer until a repair or replacement has been sourced. This is subject to exclusions below.

1.2 Components and Accessories Warranty:

Components and Accessories are covered by the specific manufacturer's warranty. Certini Bicycle Co. will assist customers in facilitating warranty claims with the respective component manufacturers. Please refer to the specific manufacturer's warranty terms and conditions for more information on component coverage.

Warranty Limitations:

2.1 Exclusions:

The Certini Bicycle Co. warranty does not cover damages or failures caused by:

  1. Improper assembly, maintenance, or installation of parts not compatible with the bicycle.
  2. Normal wear and tear, including but not limited to tyre wear, brake pad wear, or chainring wear.
  3. Misuse, abuse, neglect, accidents, or modifications to the bicycle.
  4. Use of the bicycle for commercial purposes or in competitive events.
  5. Failure to follow the manufacturer's guidelines and recommendations for use and maintenance.
  6. Any damage resulting from transportation or shipping after the purchase.

2.2 Third-Party Modifications and Repairs:

Any modifications or repairs performed on the bicycle by a third party not authorised by the manufacturer may void the warranty.

2.3 Original Owner:

This warranty is applicable only to the original owner of the bicycle and is non-transferable unless the manufacturer explicitly states so.

Warranty Claim Process:

3.1. Warranty Claims:

In the event of a warranty claim, please contact Certini Bicycle Co.'s customer service team by phone, email, or in person. You can visit any of our 3 stores if you wish to do in person.

Please provide the following information:

  • Proof of purchase (original receipt or invoice)
  • Clear description of the issue
  • Photographs or videos showing the defect

3.2 Resolution:

For warranty claims to be processed, the bicycle in its complete form, must be presented to one of our workshops for assessment. Any missing parts will be requested before the warranty case can be started.

Certini Bicycle Co. will pass the detailed information to the manufacturer who will review the warranty claim and determine the appropriate resolution, which may include repair, replacement, or refund. The final decision will be at the discretion of the manufacturer.

Limitation of Liability:

To the maximum extent permitted by law, Certini Bicycle Co. shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from the use of the bicycle or any defects covered under this warranty.

Contact Information:

For any inquiries or assistance regarding this Warranty Policy, please contact Certini Bicycle Co. using the following contact details:

Certini Bicycle Co.

Address: 10 Kingsmill Road, Tamar View Industrial Estate, Saltash, Cornwall PL12 6LD

Phone: 01752 849315

Email: info@certini.co.uk


COMPLAINTS POLICY

At Certini Bicycle Co., we value our customers and strive to provide the best possible products and services. We understand that occasionally issues may arise, and we are committed to resolving them promptly and effectively. This Complaints Policy outlines our procedures for handling customer complaints and provides guidance on how to seek a resolution.

Purpose

The purpose of this policy is to establish a structured process for handling and resolving customer complaints in a fair, transparent, and efficient manner. We aim to maintain a high level of customer satisfaction by addressing concerns and finding appropriate solutions.

Scope

This policy applies to all customers of Certini Bicycle Co. who wish to make a complaint regarding our products, services, or any other aspect of our business.

Complaints Procedure

a. Lodging a Complaint

Customers can lodge a complaint by any of the following methods:

  • In person at any Certini Bicycle Co. store
  • Via telephone by contacting our customer service department
  • By email, addressed to our customer service department with ‘Complaint’ in the subject.

b. Complaint Handling

Upon receiving a complaint, we will follow these steps:

  • Acknowledgment: We will acknowledge the complaint within 48 hours of receiving it, either in person or by email.
  • Investigation: Our customer service team will thoroughly investigate the complaint, gathering all necessary information and documentation.
  • Resolution: We will work diligently to resolve the complaint as quickly as possible. The resolution may involve repairing or replacing products, providing refunds or credits, or taking other appropriate measures.
  • Communication: Throughout the process, we will maintain regular communication with the customer, providing updates on the progress and expected timelines for resolution.
  • Escalation: If the initial complaint resolution is unsatisfactory to the customer, they may request an escalation by speaking with a supervisor or manager. We will ensure that the escalation process is fair and transparent.
  • Resolution Confirmation: Once the complaint has been resolved, we will notify the customer in writing, confirming the actions taken and any agreed-upon remedies.

c. Recording and Analysis

We will maintain a record of all complaints received, including details of the complaint, actions taken, and outcomes. This information will be used for analysis and improvement purposes to identify any trends or systemic issues that need to be addressed.

Staff Training and Awareness

Certini Bicycle Co. is committed to ensuring that our staff members are trained in handling complaints effectively. We will provide ongoing training and guidance to our employees to ensure they understand and follow this policy.

Continuous Improvement

We recognise that complaints provide valuable feedback and opportunities for improvement. We will regularly review our complaints handling process, analyse trends, and make necessary adjustments to enhance our products, services, and overall customer experience.

Confidentiality

We will treat all complaints and related information with strict confidentiality. Personal information collected during the complaints process will be handled in accordance with our privacy policy.

Contact Information

To lodge a complaint or seek clarification regarding this Complaints Policy, customers can contact us through the following channels:

  • Customer Service Hotline: 01752 849315
  • Email: contact@certini.co.uk

We encourage our customers to provide detailed and accurate information when lodging a complaint to help us address their concerns more effectively.

Certini Bicycle Co. is committed to resolving complaints promptly and to the satisfaction of our customers. We appreciate your feedback and strive to provide exceptional service at all times.