Customer Service

Pricing

We do our best to offer competetive prices on our web-site. The prices you see here are web-site prices only.In store we offer excellent advice on the products and free fitting for larger purchases such as suspension forks, disc brakes and headsets.

We are unable to offer discounts on complete bikes due restrictions imposed on us by our suppliers.

Availability

The situation may occur where we get more orders than stock in a 24hr period. This means it may be possible to order an item we have sold out of.
If this does occur we will email you with details of expected deliery times. You then have the choice to wait for the item to arrive back in stock or cancel your order.

Items with no or long expected delivery date from suppliers are usually marked out of stock.
Please feel free to email us to check availability of an item info@bromleybike.com .

Warranty

All goods are sold with manufacturers guarantees unless otherwise stated.

Security

All credit card transactions between The Bromley Bike Co are handled automatically and are encrypted to ensure that your card details remain your details.
Your card number is not seen by anyone here at The Bromley Bike Co, all transactions are more secure than with the Mail order transactions and we think you are as safe as it is possible with the current technology.
We have been vetted by the credit card companies and the system is well protected behind a firewall using the latest technology.

Returns

Distance Selling Regulations:
Bromley Bike Co conform to the Distance Selling Regulations, which are designed to protect you when buying items by Mail Order.
We offer a flexible returns policy and are happy to accept items back for a refund or exchange if they don't fit, you've ordered the wrong things,
the items are damaged or faulty upon receipt or you simply don't like what you've ordered.

• I need to return an item for a refund/exchange?

  As long as the item is not fitted or used we're happy to receive it back for a refund or exchange as long as the conditions below are met.
• Goods can be returned within 12 months of purchase for an exchange or within 7 days for a refund
• Goods must be in original packaging and packed to prevent damage during transit
• Goods must not be fitted or used
• Enclose a covering letter stating your reason for return and order number.
  
  NOTE: Please do not tape up or attach labels direct to the retail packaging, please wrap the product first. Postage is non-refundable.

• What happens next?

  We will notify you via e-mail or phone upon receipt of goods.
  We will carry out your instructions as indicated on your covering letter (subject to stock availability).
  Full monetary refund will be issued for all items returned within 30 days of receipt.
  A Bromlety Bike Co voucher refund will be issued for all items returned beyond the 30 day point.

• I wish to return an item under warranty

  All goods purchased from Bromley Bike Co are covered by a full warranty and, generally speaking, warranties cover manufacturing faults and defects including poor workmanship.
  If you feel that your purchase has developed a fault then please contact us before returning any goods - we may be able to solve your problem without you incurring any postage costs.
  Goods must be clean and hygienic for inspection.
  Please be honest when dealing with us, we will try our best to resolve any problem you have as it is in our interest to have a happy customer!

• What happens next?

  In all instances we will carry out a warranty inspection & contact you with the outcome.

• BACK TO SUPPLIER WARRANTY

  In many instances the manufacturer/supplier require us to return the item back for a thorough examination before repair or replacement can take place. If this is the case we will inform you of approximate turnaround times. Unfortunately we are at the mercy of courier delays and individual warranty turnaround times at supplier. We ask for your patience at this time. Current average timeframes for back to supplier warranty claims are seven to ten working days but may take longer. We will liaise with the supplier and work hard to keep your claim moving swiftly towards its conclusion.

• REJECTED WARRANTY

  If you require a second opinion about a rejected warranty we will be happy to send the product directly to supplier and furnish you with any factual evidence to support our findings. Servicing and additional parts needed to repair the product are payable by you and will be carried out only once you have permitted us to do so. Postage for all rejected warranty will be payable by you. Crash replacement may also be available at a reduced price for some but not all items. Please ask.

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