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FAQ



What are our basic Terms and Conditions?


(Full Terms and Conditions please click here)


Please see below for some of Upgrade Bikes Limited’s (hereafter referred to as Upgrade) basic terms and conditions. All goods are supplied subject to Upgrade’s Full Terms and Conditions. A full list of terms and conditions is available upon request.


What is our Ordering and Despatch Time?


Any order received at Upgrade by a representative of a Customer’s business is deemed valid and Upgrade’s terms and conditions therefore apply. Where possible Upgrade will despatch orders on the day of ordering, however this may not always be possible. Orders are packed in the order that Upgrade receives them, so please try to place orders as early as possible. Where orders are needed urgently please advise at the time of ordering and we will do what we can to meet your needs.


What are our Carriage Methods?


All UK orders are despatched by courier or Recorded Royal Mail. We are unable to deliver to any address other than that of the account.


We can only ship within the United Kingdom


What are our Pricing and Specifications?


Suggested retail prices include VAT at the current rate of 20%.
All prices quoted are subject to change or alteration without prior notice (errors and omissions excepted) and sometimes there maybe errors, for which we apologise in advance.
Upgrade reserves the right to modify specifications, sizes or colours of goods without prior notice.


How are orders paid for?


Orders may be paid for by most major credit and debit cards. All payments are on a pro-forma basis.


How do we handle Back Orders?


Items that are out of stock will be placed on a separate back order. Wherever possible, Upgrade will inform you at the time of ordering if a product is out of stock. Upgrade will ship the back order to you as soon as possible. Upgrade will not ship anything without first checking with you that you still need the product or if you need anything else.


How do we handle Warranty and Returns?


All returns are at the sender’s expense. Upgrade will not arrange or pay for collection of goods to be returned. Returns will only be accepted with a valid returns number and proof of purchase. Please contact Upgrade directly for a return authorization number. In the event of a warranty claim; please contact our warranty department to get a return authorisation number, only then may goods be returned to Upgrade.
Upgrade will endeavour to deal with warranty issues within 48hrs of Upgrade receiving the product.
Upgrade will repair or replace faulty parts only - not complete assemblies.


What is our basic Warranty Info?


The warranty does not cover normal wear and tear. (i.e. bearings. accidents, abuse, neglect, improper assembly (such as crossed bottom bracket threads), poor maintenance or installation of parts and accessories not originally intended for, or compatible with the bicycle as sold are also not covered by this limited warranty. The fitting of suspension forks with travel longer than the recommended maximum will also invalidate the warranty. (Please refer to the website of the brand in question) This Warranty does not cover any bending, creasing or twisting of the frame, this is considered as ‘crash damage’ caused through rider abuse or as the result of crashing. Upgrade reserve the right not to warranty bicycles, frames or components which in their opinion have been used for riding conditions outside the limits indicated for each model. These limits are also normally shown on the usage chart. (Please refer to the website of the brand in question)

It is important that you keep your warranty card and your original receipt as a record of ownership in the case of a potential claim and always consult with Upgrade. Proof of purchase is a condition precedent to coverage under the warranty. Failure to prove purchasing the product will result in the negation of the warranty.

The warranty only covers the original purchaser of the product and is not transferable.


How do we handle Damages and Shortages?


Any damages or shortages of delivery must be notified in writing, fax or e-mail within 7 days of the invoice date. Any externally damaged cartons must be signed ‘Damaged’ with the carrier upon delivery. Failure to do so will invalidate any claim against Upgrade.


How do we handle Retention of Title and Risk of Goods?


Title to the goods against any invoice does not pass from Upgrade to the customer until the goods are paid for in full and no other amounts are outstanding from the Customer to Upgrade in respect of other goods supplied by Upgrade. The risk of the goods passes to the customer from the time of delivery to the customer or to any carrier or agent acting on their behalf.


Do you have any jobs?


At the moment we have NO vacancies in any of our departments (sales, design, warehouse or administration) however - please feel free to post a copy of you CV to us and we will keep it on file.


Can I visit your warehouse?


Unfortunately not, we're a wholesaler and distributor only and not a retail outlet. However, we are a friendly bunch and welcome contact by post, email, phone or fax.


Where can I buy products distributed by Upgrade?


If you can’t find what you’re looking for on the Outlet then most UK bicycle retailers are able to get product for you. While many will have product in stock, some will be happy to order it in for you. Just ask your LBS (Local Bike Shop) to give us a call. If you're stuck, email us or check out our dealer locator at the top left of this page.