What about security? All your credit card details are taken by a SSL-secured server – no, I don’t know exactly what that means either, but I do know that it is very secure. Look out for the padlock icon at the bottom of your screen. Note that this only applies to the bit where you fill in your card details. If you want to find more about this, the company who is doing this for us is Mal’s E-commerce, and their website is www.mals-e.com .
What if I change my mind? There are two possible scenarios.
1) If the entire sale was concluded at a distance – i.e. you have never met us in person – then you have 14 days from receipt of the goods in which to cancel your order. This does not apply to “…the supply of goods made to the consumers specifications or clearly personalised…”. So if you order a product with custom paint colour or components then this does not apply. It is your responsibility to retain possesion of the goods and to take reasonable care of them. In cases where the 14 day rule does apply you will be required to pay the return shipping on the item and we will refund the rest of your payment within 30 days.
For more info. on the Distance Selling Regulations 2000 have a look at www.hmso.gov.uk/si/si2000/20002334.htm
2) If you have been to the shop to try a demonstrator or have met us face to face in another way then I’m afraid that if you change your mind after the conclusion of the agreement we are entitled to keep all payments or deposits. So be very sure before ordering that bike! However, depending on how far we or the manufacturer has got with building your bike, it might be possible to cancel and get some or all of your deposit back.
What about a guarantee? We guarantee all our products we make for life. This means that if one of our products breaks or develops a problem at any time, we will fix it. This covers any design or manufacturing faults, no matter how long it takes for them to appear. Obviously, normal wear and tear, abuse or neglect or anything like that will not be covered. Your statutory rights are unaffected. Manufacturers will also have their own guarantees or warranties, which vary from company to company.
What are my Statutory Rights anyway? These are covered by the Consumer Rights Act 2015, and they give you (among other things) the right to reject faulty goods within 30 days. You also have rights under the Consumer Contracts Regulations 2014, which includes the right to cancel within 14 days for anything bought without coming into the shop, excluding custom-built things.
Whatever happened to the personal touch? I am very aware that online ordering can seem very impersonal – you have no real contact with me at all. If you have any questions or problems on anything, please call me (+44 (0)141 942 2552) or drop me an email at email@example.com.
Are prices accurate? I do my best to make sure they are, but sometimes things change so quickly that I cannot keep up. If a price increases after you order, I’ll contact you with the new price and give you the option to continue or cancel with no obligation. For some items, the price varies with the exchange rates – for these the price you pay is the retail price in the country of origin plus shipping charges – it’s that simple. Items like this will say email for latest price beside them.
How can I pay? We accept most major forms of plastic – Switch, Mastercard, Visa, Delta, Amex etc. You can also send us a cheque or a bank draft, or arrange an electronic transfer. For these last three options, I’ll email you with the details you need. A note on currencies – all our prices are in UK £ Sterling, but if you pay by plastic your card company will bill you in your own currency, with a small percentage taken off for the transfer. Cheques, bank drafts, and electronic transfers must be in UK £ Sterling. All prices include VAT.
How long will my order take to arrive? This can vary a lot! If you order something which we have in stock, then it will generally go out that day or the day after. If it is something which has to be ordered or imported specially for you then we will contact the manufacturers immediately and let you know their estimated delivery time. Most production items usually take a maximum of 3-5 weeks to arrive. If it’s something we’re custom-building for you them we’ll give you an estimated delivery time with regular updates on progress.
What if a mistake is made? If we send you something which turns out to be faulty, please give me a call. We will either sort out the item (repair or replace it, at our discretion) or give you a full and immediate refund if you prefer. If we make a mistake and send you the wrong thing, we will rectify the mistake at no cost to you. If it’s your mistake, then give me a call or email me (firstname.lastname@example.org) as soon as possible. I’ll do my best to help.
Who am I dealing with really? That’s one big problem with the internet – sometimes it’s really hard to find out much about the companies you are buying from. We don’t want to be like that! Our full business details are as follows:
Kinetics (Ben Cooper trading as…)
826 Garscube Road
tel/fax: (+44) (0)141 942 2552
VAT reg. no.: 659 2607 09
You are very welcome to drop in and see us, or give us a call. Our opening hours are 10am to 5pm, Tues to Sat. We’re closed on Sundays and Mondays (so I can work on the webpages!).
What if I have a complaint? If you have a complaint then contact us by letter, telephone, fax or email at the address above – please give as much information as possible as this will help us to resolve the complaint. Your complaint will be acknowledged within 5 working days and at this point we will advise you as to how long it may take to resolve your complaint. We will also undertake to keep you informed of progress throughout the process
If you have any concerns about privacy then please contact Ben Cooper at the address above who will address your concerns.
We collect information about you in various ways. We generally archive all emails from people. We also retain all information you give to us in the event of an order – in some cases including your credit card no. which is securely stored in an offline location. At your request we are happy to provide you with copies of all info. held about you on our system (Data Protection Act UK).
The reason we keep all this information is so we can carry on our business, and deal with you more efficiently. We keep records for warranty reasons, to know what you are interested in and what we should be selling (or not!). We will never use the information we hold on you to send you unsolicited information or marketing material neither will we ever pass on your details to a third party without your knowledge.
All the data is stored offline, so there’s no way someone can hack into and steal it. Under the UK’s Data Protection Act, you have the right to a copy of any info we store about you on computer – email me if you want that.