Terms of replacements, refunds, cancellations and warranty:

Replacements will be issued when a product is delivered and there is a malfunction with the operation which is unable to be solved by way of replacement parts or advice. Shipping for the return of the bike and any replacement will be paid for by MTF Enterprises LTD.


Refunds & Cancellation:

You may cancel your order within a 14 working day ‘cooling off period’ (excludes weekends and bank holidays) after receiving the goods, This will then be subject to a full refund including initial shipping price within 30 days of cancellation. The goods must be returned to ourselves MTF Enterprises LTD. This excludes sale items, which can be returned for credit or exchange only.

It is the buyers responsibility to return the goods to us, so please ensure you repackage the goods efficiently and take out courier insurance if returning by courier. We can also arrange the carriage back for you, but this is at a cost to yourselves. If the goods have not been returned within 21 days of cancellation we will take steps to recover the goods.


Delivery:

Delivery is usually between one and seven working days on all stock items, we will notify you if the delivery is going to take longer than this. Please contact us for additional postage charges if purchasing in Northern Ireland, Highlands, Non Mainland Areas, British Isles, Republic of Ireland and Europe.

Buyers outside the UK are reminded that the currency is GBP.

Assistance can be offered if you do not feel confident with assembly of any of our products. Most Bikes arrive 95% ready to ride with just the need to straighten the handle bars and fit the pedals. We will accept no liability for incorrect fitting here by our customers.


Damaged Goods:

Please check the delivery for damages before signing for the item in good condition. If you do sign as damaged please notify us immediately. However you have 7 days to notify us and regardless of insurance we will still bear the responsibility to rectify any damages.


Faulty Goods On Arrival:

Please inform us as soon as reasonably possible of any fault with the product. We will then resolve the fault for you at our costs very swiftly.


Warranty Terms:

DURATION: We are 100% committed to customer service so therefore we offer a maximum warranty period, this period can vary from model to model and is stated clearly next to each product, subject to certain conditions, set out below. This is always a minimum of 1 year and on certain products this is extended beyond this solely by the manufacturer.

THE WARRANTY: Within the given warranty, we facilitate the supply of new parts through the manufacturer and where appropriate advice on fixing the product, fix the product if brought to our warehouse or if necessary ship the product back to ourselves for repair. In some cases we will require the customer to ship the product back to us for examination and then be reimbursed there shipping if the fault does not come outside our warranty terms. Always save the shipping box, as this is required should the bike need to be collected under warranty. The buyer has full rights to use a 3rd party to examine the fault, so therefore not reliant on our individual companies’ opinion.


WARRANTY DOES NOT COVER:

Damaged Plastic parts and wear and tear on brake pads, tyres, or damage to any part of the product due to abuse or misuse.
Labour that occurs outside of our facility.

Parts damaged by accidents, neglect, misuse, abuse.

Damage caused by a non-covered part or by any part not purchased from our facility.

Products that have NOT been regularly checked and serviced as highlighted in conditions.

NOTE: We have the right to determine what damage is due to defective materials and what is due to product abuse or misuse. However the buyer has full rights to use a 3rd party to examine the fault, so therefore not to be made reliant on our individual companies’ opinion.

FAULTS: Faults must be reported as soon as reasonably possible by phone or email. We will assess the problem and try to rectify without the need for you to send the product back to us to help save time. We will send out a replacement part, if possible, to be fitted by yourselves with guidance from us. If the problem is found to be due to neglect or not covered under the warranty then we shall fix the problem at a rate of £35 per hour plus the cost of replacement parts. You have full rights to get a 3rd party opinion on whether the fault is covered by the warranty or not, if you do not except our assessment.

CONDITIONS: Upon purchase of all products, they must be thoroughly checked to ensure that no nuts or bolts have become loose or dropped out in transit. The same check should be carried out prior to each ride of the product, thus ensuring long-term durability. We advise that all products are ridden with adequate safety clothing ie; helmets etc. Products must be ridden in a responsible manner and must not be abused for the warranty to be valid. These are on-road vehicles and should be ridden with due care and attention for your own safety and that of the public.

DISCLAIMER STATEMENT: We will take no liability for losses that were not foreseeable to both parties when the contract was formed and for losses that were not caused by any breach on our part. We will take no liability for any use of a product that does not comply with current legislation relating to that product in your region or jurisdiction. By purchasing our products you have read and agreed to the terms and conditions set out Nothing in these terms will reduce your statutory rights relating to cancellation, faulty or misdescribed goods. For further information about your statutory rights contact your local authority Trading Standards Department or Citizens' Advice Bureau.

RECYCLING YOUR OLD ELECTRICALS: If you’re buying a new electrical item, we will recycle your old one and any other small electricals you have for free. Why recycle? Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
We can help. We are pleased to offer our customers the chance to recycle their old electrical items when purchasing a new item from us. Please speak to a member of staff for details on how to dispose of your WEEE item.
What is WEEE?
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. We offer all our customers buying new electrical equipment a free take back of their old electricals on a like-for-like basis.

Privacy Policy

Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for mailing or marketing purposes.

All such information is held on secure servers. We comply fully with all applicable Data Protection and consumer legislation, and will treat all your personal information as fully confidential.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled to do so.

In order to serve you most efficiently, reputable third-party banking (including PayPal, SagePay) and distribution institutions handle our credit card transactions and order fulfilment. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your personal information private.

Privacy & GDPR Policy

As per the new General Data Protection Regulation (GDPR) that is in effect as of 25th May 2018, we want to ensure that you understand the information we hold about you.

When we collect your data:

When you create an account with us on our website or when you visit our physical store
When you visit our website and use an account to place an order
When you converse or engage with our social media accounts
When you sign up to receive our newsletter
When you make a complaint whether in writing, email, or by telephone
When you enter our competitions
When you review products & services that we offer
When you give a third party permission to share information they hold about you with us
When you apply to pay via our Finance suppliers, V12 Finance or PayPal Credit
When you visit our store, you may be viewed on CCTV which is used for security

What do we collect:
MTF Enterprises Ltd T/A E-Bikes Direct will be known as the ‘Controller’ of the personal data you provide to us. We only collect basic, personal data about you which does not include any special information:

Your full name
Your billing & delivery address
Your telephone number
Your email address
Your order history
Information regarding how you got to our website if you came through a 3rd party
Cookie information from your PC
Your social media name if you chose to contact us via this platform
Your channel username if you have made contact or purchased via one of the selling channels we work with e.g eBay, Amazon.

How do we use your information:

We are committed to protecting your privacy and only use the information we hold about you in accordance with the General Data Protection Regulations. We will not collect any personal data from you that we do not need to provide and oversee this service to you. No 3rd parties have access to your personal data unless the law allows them to do so.

Your information is used primarily to process your order. If your order is to be delivered to you, we will share your name, address and contact details with our courier companies, for the express reason of ensuring a safe and swift delivery to you.

To assist in the processing of your order / to carry out our obligations arising from any contracts entered into between you and us (e.g. packing and delivering of orders, forwarding of order details, order fulfilment, processing credit/debit card transactions, fraud prevention, registering warranties). It may be necessary to provide your information to external companies (e.g our suppliers) to allow them to assist us in processing your order e.g by providing these services for us. The companies concerned are not permitted to use the information supplied by us for any other purpose.

If you have chosen to pay for your order via finance, we will be given details of your application by our finance provider. These details will only be used to obtain payment from the finance company.

If your chosen method of payment is via a cycle to work scheme, we will be given details of your order by the scheme operator. These details will only be used to obtain payment from the scheme operator.

Your details will be shared with the relevant authorities in any cases of fraud or theft.

Your details may be used to contact you regarding surveys and feedback which help improve our service to you.

Your information is used to provide you with marketing information about our content, products, and services. If you have consented to receive marketing material from us, you may opt out at a later date. You have a right at any time to stop us from contacting you for marketing purposes.

Your details will be used to send you communication required by law, for example updates to our privacy policy or important warranty and recall information relating to the products we have sold to you previously.

How we protect your information:

Our website is secured by “https” technology
We do not store your card details, these are all held and processed by our third party providers, Sage Pay & PayPal

How long we keep your information:

We will never keep your information longer than is necessary. Order details will be kept in secure servers indefinitely unless you specifically ask us to remove them. This is to ensure we can contact you should a warranty or recall issue arise.

Your rights regarding your information:

Under the new GDPR, you are entitled to:

access the personal details we hold about you. This will be completed within 30 days of your request and, in most cases, you will not be charged for this
correct the data we hold about you where it is incorrect, incomplete or out of date
request the cessation of specific direct marketing    
withdraw your consent to us holding your data at any time
be notified of any data breaches that may occur. In the very unlikely event that this happens, you will be informed as soon as possible.

Should you wish to obtain a copy of the data we hold about you or if you wish to raise a complaint on how we have handled your personal data, you can contact our Data Protection Officer who will investigate the matter:

Data Protection Officer
MTF Enterprises Ltd T/A E-Bikes Direct
Unit 6 Midicy Oast
Bodiam Business Park
Bodiam
East Sussex
TN32 5UP

or alternatively email legal@e-bikesdirect.co.uk 

If for any reason, we are unable to action your request we will contact you with our reasons why.

Complaints

If for any reason you feel we have mis-handled your data or are unhappy with any of our responses to your requests, you have the right to complain to the Information Commissioner’s Office (ICO).

Security

We realise how important it is to securely store any information that you provide. E-Bikes Direct maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

Verified by Visa and Mastercard® SecureCode™ (3D-Secure)

To give you even more confidence in shopping online with E-Bikes Direct we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us.

To use this service, you must first register with the bank or other organisation that issued your card. To find out more about these services:
Visit the Verified by Visa websiteVerified by Visa Visit the Mastercard® SecureCode™ websiteMasterCard SecureCode

Once you've registered and created your own private password with your card issuer, you'll be prompted automatically at checkout to provide this password each time you make a purchase.


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