Cycle Revolution Terms & Conditions

Thank you for using cycle-revolution.net, which is the trading name of Thomas Cycle Revolution LTD. Established in 1984, Cycle Revolution started as a small family-run bicycle retail store in Ipswich. We are still a family business and now sell, and supply bicycles, bicycle kits, clothing, accessories, and the vast majority of cycling-related equipment, along with the repair and hire of bicycles. We provide services to you through our website and those services are provided to you based on these terms and conditions. Please note that they may vary occasionally without notice to you. When you use our website or any of our services you may be advised that special guidelines or rules apply. Unless otherwise stated, these guidelines or rules form part of these terms and conditions.

These terms and conditions apply to all users (including casual browsers and store purchases) whether or not the registration process has been completed. Confirming that you have read and understood both these terms and conditions and our Privacy and Cookie Policy is a requirement of the contract to provide our services, including email marketing.

When we refer to the “Company/Seller/Cycle Revolution” this shall mean Thomas’s Cycle Revolution Ltd. trading as such and registered in England and Wales under company number 6708909

Our registered office is: Thomas's Cycle Revolution Ltd. 621a Foxhall Road, Ipswich, Suffolk, IP3 8ND VAT Number: 102833506

When we refer to a/the “Buyer/Purchaser” this shall mean any person, sole trader, partnership, business, body corporate, or other entity detailed in the appropriate section of the sales invoice/order form and shall include all successors, heirs, and assigns. Where a person deals entirely as a consumer, legal rights shall remain unaffected. Where the term buyer appears within these terms it shall mean consumer buyer/purchaser unless specified as relating to a trade buyer or consumer buyer individually.

Goods or equipment shall mean the items detailed in the appropriate section of the sales/order form and it shall be a core term of this agreement that all ancillary items are additional to this agreement unless specifically detailed within the sales invoice/order form.

Price shall mean the consideration due for purchase and shall include VAT unless otherwise stated. Purchasers should note that prices quoted may vary during the currency of brochures (upwards or downwards) and current prices are quoted at the time of order. In respect of orders placed via the Internet, these shall not be accepted by us until confirmed.

You are able to benefit by using our website from a large number of online services and resources which include informationdirectories, online retailing, and any other services which we may add from time to time. We also may remove certain services from our website. Certain services may have their ownadditional special terms and conditions. These will be made clear to you before you use those services.

We may discontinue providing certain or all of the services on all or part of the website at our discretion and without notice to you. We will, however, endeavor to let you know of this via our site.

Certain services are only available if you complete the registration process. By completing the registration processyou are stating that you are at least eighteen years of age or a minor with parental consent to use our website.

Please note: All minors are recommended to discuss these terms and conditions with their parents before completing the registration process.

In return for you using our website and benefiting from our services, you agree toprovide true, accurate, current, and complete information about yourself where required in the registration form, andensure that this information is kept accurate, complete, and up to date.

Once you have completed the registration process, you will have specified a username (email address) and a password. You must ensure that you keep your username and password in a safe and secure place and that you do not disclose them to anyone because you will be fully responsible for all activities which occur under your username and password. It is your responsibility to immediately notify us of any unauthorised use of your username and password or any other breach of security as soon as you become aware of it.

You are responsible for anything which you transmit or receive to, from or via or post on our website.

We do not control or screen the content of what is posted to, from or via our website by our members or third parties, and accordingly, we do not guarantee its accuracy, integrity or quality or that it will not be objectionable to you. You should not place any reliance on, nor will we be responsible or liable for anything which has been transmitted or received, or ought to have been transmitted or received but was not.

You are not permitted to use our website or any of our services for any reason or purpose which is unlawful, defamatory, harmful or objectionable and, in particular, you are not permitted to transmit anything which, in our opinion, harms our business or offends other users.

You are not permitted to transmit to, from or via or post on our website anything which you do not have a clear right to use. You must ensure that you do not transmit or post on our website any material containing software viruses or files designed to damage or disrupt the good working order of any computer or telecommunications equipment.

You are not permitted to do anything which may disrupt in any way the operation of our website and services, nor are you permitted to do anything which would disrupt the use and enjoyment of our website and our services by any other user.

Other than as expressly permitted, by us, you are not permitted to use our website to engage in any commercial activity of any form.

We may be entitled at our discretion to refuse or remove anything which is transmitted to, from or via or posted on our website which, in our opinion, is objectionable or otherwise does not comply with these terms and conditions. We will not be liable at all for doing this.

We may record preserve and disclose anything which has been transmitted to, from or via or posted on our website and the services, where required by law or where we are acting in good faith.

All text, software, music, sound, photographs, graphics, video, page layouts, design and other material that is contained on our website or is part of our services, is protected by our and their copyrights, trademarks, service marks, patents or other proprietary rights and laws.

We own or are licensed to use all intellectual property rights (including all copyrights, patents, trademarks and trade secrets) in connection with and in all versions of the website and our services, the software we use to operate the website and services and any data (including data obtained from you during the registration process) generated by users of the website and services. You are not permitted, except where expressly authorised to do so, to change, copy, store, publish, rent, licence, sell or distribute in any way any of these intellectual property rights.

When you transmit or post any material to or on our website, you grant to us a non-exclusive, worldwide, perpetual, royalty-free licence under your copyright and other intellectual property rights to use or display or distribute that material in any way without any duty at all to account to you.

We may use our website or any of the services we provide or in any of the correspondence, we send to you to run advertisements promoting products and services we offer or any of its subsidiaries, or any person or corporation duly authorised by us to advertise or promote their product or services through us. In the case of email marketing, we will only send promotional emails to you if you have provided express consent by opting in through our website or in-store. Please refer to our Privacy and Cookie Policy for more information.

We may provide or third parties may provide links or other websites or resources. These are provided purely as a matter of convenience and we do not endorse the contents of those websites. We are not responsible for the availability of these websites, nor will we be liable in any way for any loss or damage which you may suffer by using those websites. If you decide to access linked third-party websites you do so at your own risk.

You agree that:

You agree to indemnify us and hold us harmless from and against any claims, actions or demands (including any legal fees incurred in connection therewith) resulting from your misuse of our website or your breach of these terms and conditions. We will notify you promptly of any such claim, action or demand and will assist you as may be reasonably necessary providing you meet our costs and expenses (including our legal fees).

To the extent that we are lawfully able to do so, we will not be liable for any claims, losses and/ or damages of any nature resulting from: (a) your use or inability to use the website; (b) the services we provide (except where we expressly state that we have responsibilities or liabilities in these terms and conditions or other terms and conditions that relate to our other goods and/ or services we provide); (c) unauthorised access to or alterations of your transmissions or data; (d) statements or conduct of any third parties.

We will do our best to get all orders despatched as quickly as possible and offer the best customer service possible. We have no liability to you for any delay in the delivery of Goods ordered. You have the right to cancel delayed orders at any time and obtain a refund before the item is despatched. This does not affect your statutory rights.

We may establish general practices and limits concerning the use of the website and the services we provide, including limits to the size or number of e-mail messages you send or the time that messages may be stored or posted on our website. We are entitled to delete any material at any time and we will not be liable in any way for deleting or failing to store or post any material which you may transmit to us.

We may in our sole discretion suspend and/ or terminate registration or use of our website or our services at any time and we shall not be liable to you or any third party for any loss or damages suffered on account of such suspension and or termination. Typically, we would only do this where you have not used our services for some time or if we believe that you have acted inconsistently with those terms and conditions. However, there may be other reasons why we would suspend and/or terminate.

These terms and conditions constitute the entire agreement between us in respect of the use of our services and of our website and supersede any and all prior agreements, arrangements and representations (save in respect of those made fraudulently).

Data and certain other information you provide is subject to the terms of our Privacy and Cookie Policy, which can be accessed by clicking on the privacy policy link at the bottom of every page.

If any of these terms and conditions are found to be invalid then that provision shall not affect the validity of the remaining provisions which shall remain fully enforceable. No waiver by us of any term shall be deemed to be continuing or shall be deemed to be a waiver of any other term.

You are not permitted to reproduce, sell or exploit for any commercial purpose any part of the website or our services.

These terms and conditions will be interpreted and construed in accordance with the laws of England and Wales and will be subject to the non-exclusive jurisdiction of the English Courts.

Offer restrictions:

Product exclusions:

Items purchased using a discount code that is returned for refund or exchange may not be refunded the full price of the item due to the discount being applied to the overall order price.

Certain products we stock might only be available to Reserve & Collect from one of our shops and are exempt from delivery. These restrictions are dictated by our suppliers and form part of our dealer agreements. During the checkout process, customers must select the Reserve & Collect option. Alternatively, you are welcome to purchase these items at one of our stores.

Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations, you have the right to cancel your order for any item bought on this website for a full refund. This doesn't apply to:

To cancel an order, contact us via live chat,email us at support@cyclerevolution.net, call us on 01206 699837, or write to us at Thomas's Cycle Revolution Ltd, 621a Foxhall Road, Ipswich, Suffolk, IP3 8ND. Items should be returned with the original packaging and with any labels still attached and be in a new and unused condition. We are entitled to deduct an amount from the refund to reflect any loss in value of the goods suppliedif the loss is the result of unnecessary handling of the goods by you. For further information regarding returns, please visit our returns page.

After placing an order, you will receive an email from us acknowledging that we have received your order for the Goods, and the delivery services you have requested from the delivery service provider (or collections in-store). Please note that this does not mean that your order has been accepted. Your order constitutes an offer to Cycle Revolution to buy Goods. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms that the Goods have been dispatched by the delivery service provider (the "Dispatch Confirmation") or that the goods are ready to collect via email or phone call. The contract between you and Cycle Revolution will only be formed when we send you the Dispatch Confirmation or you physically collect an item in-store (including orders placed in-store). We will not be obliged to supply any other Goods which may have been part of your order until the dispatch of such Goods has been confirmed in a separate Dispatch Confirmation or Collection Confirmation.

We reserve the right to cancel the contract between us if:

If we do cancel your contract, we will notify you by email or phone and will re-credit to your account any sum deducted by us in respect of Goods provided by us, and delivery services provided by the delivery service provider (unless amounts in respect of delivery are refunded directly by the delivery service provider), from your debit or credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for the disappointment suffered.

We pride ourselves on serving our customers to the highest possible standards and that’s not a sentence we write lightly. If you’re experiencing service from us that doesn’t live up to your expectations, we’d like to rectify your situation as quickly as possible and improve our services in the future.

We want to:

How to and where to complain:

You can complain at any time by phone by calling 01206 699837 (during office hours), by emailing us at support@cyclerevolution.net or by writing to us via post to the following address:

Customer Support Team
Unit B3, Queensway Warehouse,
Peartree Road,
Colchester,
Essex,
CO3 0LQ

Please note that this might encounter the longest response time, to ensure we can reply to your complaint with haste please try to direct your complaint to our dedicated teams first:

For orders or online complaints please contact our support team (opens in a new tab) so that we can try to put matters right.

For all In-store Orders or complaints relating to in-store interactions, please contact the relevant store manager via email using the subject line “FAO Store Manager – Customer Complaint”.

A list of our store email addresses can be found below:

For any complaints relating to financial dealings or policies, please contact our financial controller by emailing ipswichoffice@cyclerevolution.net.

We aim to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service. The eight weeks start from the date a complaint is received anywhere in our business. Please note: Only complaints relating to the sale of financial services should be referred to the Financial Ombudsman. We will comply with the Ombudsman to the full extent of the investigation. You can contact the Financial Ombudsman via telephone by calling 03304 401624 or by visiting their website www.financial-ombudsman.org.uk.

We will keep all information regarding complaints on file in case of requirement by the ombudsman, this data will be treated securely and will confirm to all consumer rights & GDPR.

Should you have any further questions which don’t apply to the above procedure, please contact support@cyclerevolution.net and we will be more than happy to help.

In any circumstance where a complaint or issue has not been rectified by any of the above contacts within 4 weeks, or if the above contact is whom the complaint is regarding, please request to speak to our company director by emailing support@cyclerevolution.net with the subject line of “FAO Darren Thomas – Customer Complaint”.

We aim to resolve your complaint straight away, but if we can’t, then we will communicate to you within five business days to tell you:

We will aim to resolve your complaint quickly, but it may take longer if it is complex. We will keep you informed regularly but if you need an update, please call us on 01206 699837 and ask to speak to the person handling your complaint. If we believe the complaint warrants an internal investigation, this will be carried out by the member of staff dealing with the complaint. The correct company procedure will be followed, ensuring any appropriate action is taken. This will not affect our response to your complaint.

If we can’t agree on a solution with you within eight weeks, we will either:

OR

If we cannot resolve a dispute using our internal complaint-handling procedure, then Trading Standards provides a platform for online dispute resolution which is available at the following link: ADR Approved Bodies (opens in a new tab).

We take all reasonable care to ensure that the information in our product descriptions is correct at the time of publication. While we aim to keep our website as accurate as possible, products can be updated by suppliers without notice, affecting the accuracy of our product descriptions. All product weights are supplied by the manufacturer unless otherwise stated. We cannot be held responsible for inaccurate weights.

We offer a 30-day free bike insurance with every bike purchased, there if you suffer a theft or accidental damage. With no obligation and automatic policy conclusion (just don’t forget the lock).

The title to the Goods shall not pass to the buyer until the company receives payment in full (in cash or cleared funds) for the Goods and any of the Goods that the company has supplied to the buyer in respect of which payment has become due, in which case title to the Goods shall pass at the time of payment of all such sums. In the event that sums owing in respect of other Goods ordered within the contract remain due, apportionment by this company shall take place without prejudice to the right to retain title in respect of all Goods ordered.

The goods may include a further delay if they are to be delivered outside of mainland UK of up to 5 additional working days. This includes, but is not limited to: Scottish Highlands & Islands, Northern Ireland, and any other remote location. All times given for despatch or delivery are approximate and time shall not be of the essence. The buyer agrees to allow 30 days in any written notice making time of the essence and further agrees to accept full liability in respect of delayed or late delivery or dispatch. In any event, delivery times are approximate and variable. When delivery is affected to the purchaser directly or to an independent delivery contractor as an agent for the purchaser, risk shall pass to the buyer immediately.

The buyer is required to notify the company, in writing, of any shortage, missed delivery or another discrepancy, immediately, or at the latest within 48 hours of such failure, thereafter the buyer shall be liable for any such discrepancy. Where delivery is effected to the buyer's own delivery contractor, loss or damage in transit claims should be made directly to the carrier. The company will assist purchasers in making their claims. Buyers should retain all packaging in the event of a claim or return within the terms of this agreement.

Bicycles are fully assembled by our Cytech-trained technicians before dispatch. On receipt of your order, we will typically contact you (by email or phone) and inform you of the day we will despatch your order. We do our utmost to ensure the availability of all advertised products and endeavour to despatch all goods within the quoted/ allotted time. If there is a delay, we will inform you of this via email or telephone, the product will be despatched as soon as it is available. If you have ordered multiple items, they may arrive separately. If an item has been discontinued and must be withdrawn we will inform you as soon as possible and offer an alternative item should one be accessible and available. Cycle Revolution has no liability to you for any delay in the delivery of Goods that have been ordered.

Cycle/courier deliveries are required to be signed for. You are required to supply us with a delivery address where there is likely to be someone available to sign for your order during normal working hours, typically 9 to 5. When signing for any delivery please inspect the packaging carefully and if you see signs of damage write the word damage next to your signature – this is particularly important when signing for receipt of a bicycle. Deliveries will be made via Royal Mail or ParcelForce and this is dependent upon the weight of your goods and the destination within the mainland UK. Should you be unavailable at the time of delivery, you will receive a notification slip through your door with a telephone number which you can call to arrange a convenient time for them to arrange re-delivery.

Where credit has been applied to an account either by store or consumer. There is a 2-year expiration date from the date that the credit has been applied to an account regardless of the amount.

We (Cycle Revolution) allow you to pre-order bikes and accessories before they are available in-store or on our website. Orders are made based on a first-come, first-served basis. The deposit required for any Pre-Order item is 20% of the the item's full value. Please note that the lead times and drop times can change on pre-order items subject to without notice from the supplier.

Customer Reward points promotion excludes sale bikes, trade-in bikes, price matching, cycle-to-work scheme vouchers, and finance agreements. Customer Reward points are not available on limited edition or exclusive bikes. Reward points cannot be used in conjunction with any other offer, discount code or cash back on the website. Selected items may be excluded from Customer Rewards points.

We only offer price matching on goods that are in stock and available for immediate dispatch. Price matching applies to UK-only cycle retailers and the offer will be for the exact size and colour variant. We reserve the right to refuse a price match at any time without explanation. Our main conditions for price matching are:

Your Cycle Revolution gift voucher is valid for 12 months from the date of activation, after which any remaining balance will be removed and the voucher will become invalid and no longer available for use. These can’t be exchanged for monetary value. In cases where your gift voucher is lost or stolen, Cycle Revolution is unable to replace or reimburse the remaining balance on a card. Cycle Revolution cannot be held responsible for any balance lost on a Cycle Revolution gift card as a result of theft or fraud. In cases where you return an item for whatever reason, Cycle Revolution may refund the difference onto a store account to use on future purchases.

Cycle Revolution reserves the right to update and change the terms and conditions of our Cycle Revolution gift vouchers at any time. This does not affect your legal rights.

We reserve the right to refuse to work on any E-bike which is not deemed safe, or one which is not deemed a major reputable brand - e.g. Shimano, Bosch, Brose, Yamaha.

We also reserve the right to refuse to work on bikes that are in an exceptionally dirty state and/or are contaminated with faecal matter. If so an extra cleaning charge of £20.00 will be added to your bill. Electrical connections can often be the root cause of some issues. These should be dealt with by a qualified electric cycle mechanic. Occasionally, when working on a fully operational system of non-major brands, issues can arise that Cycle Revolution will not be held liable for, this does not affect your statutory rights.

Premium & E-Premium services conducted in stores include inner and outer cables of a basic specification (NON-STAINLESS STEEL). Upgraded cable variants are available at extra cost, please enquire in-store about upgrading. Labour included within the platinum services excludes any work that is not included in the service that exceeds 15 minutes of labour. Any other repairs not included in the service that are over 15 minutes will incur extra costs at the discretion of the workshop manager. We will contact you if this is the case.

During E-Premium Services carried out in-store,motors will only be removed if deemed absolutely necessary. This is because removal can sometimes destabilise the connections. If there is an issue with wiring/the wiring harness when carrying out an E-service, it may become necessary to carry out a further inspection to rectify the issue, this will be charged as extra at an hourly labour rate at the discretion of the workshop manager.

We will only accept trade-in bikes from the original owner and will require proof of original purchase to confirm ownership. Trade-in prices are offered only after inspection and estimates given over the phone cannot be guaranteed. Trade-in bikes can only be accepted against the purchase of a new bike at full RRP and do not include sale bikes. Cycle Revolution has the right to refuse a trade-in deal for any reason.

All guarantees for products are provided entirely by the manufacturers/UK importers and are subject to terms contained therein. We remind purchasers to complete all warranty cards/documents upon receipt of Goods where appropriate. Should your bike develop an issue/ fault with any part of the bike within the manufacturer’s warranty period, please call us. We will typically request the following:

If you are local to our stores we will advise that the bike comes in for a full inspection. If you are not, we will then ask that you take the bike to your local dealer with our consent to get a workshop report/ investigation carried out. We will only reimburse for works that we have received a formal quotation that we have approved previously and not beforehand.

Any work that has been carried out before we receive a formal quotation will not be reimbursed.

On the occasion that we ask that the bike be returned to us, it is your (the consumer's) responsibility to ensure that the bike is packaged and couriered back to us at your expense. We are not held responsible if the bike is damaged in transit. If the bike is deemed as a warranty issue we will occasionally reimburse the customer for carriage, however, this is done on a case-by-case basis.

We are not responsible and do not reimburse the consumer for any paint protection films that have been added after the sale of the bike.

We understand that bikes are engineered and manufactured to withstand use, whether that be riding miles of tarmac or the technical demands of the trail. We appreciate that bikes can fail from time to time, but please consider that not everything is covered by the manufacturer's warranty. Your bicycle warranty does not cover but is not restricted to the following:

Cycle Revolution will not be held liable for damage sustained to pedals or crank arms due to being incorrectly fitted/tightened by a consumer. It is the consumer's responsibility to ensure that the pedals are installed correctly according to the manufacturer's specifications/guidelines. Pedals and crank arms should be checked periodically to ensure that they are tightened sufficiently. Should a pedal come stripped from the crank arm this is not deemed as a manufacturing defect and is not covered under warranty.

If you wish to return a bike to us whether it be damaged / the wrong size, please keep the original delivery packaging (we expect you to keep this for at least 2 weeks from receiving the bike), and call customer services on 01206 699837, to ask for a returns form or email support@cyclerevolution.net. you will be liable for the cost and the safe return of the bike back to Cycle Revolution. You will also be liable for any damage on the bike incurred in transit back to Cycle Revolution after we have inspected the returned cycle, the bicycle will need to be complete with its original packaging. If we have sent you the incorrect bicycle, we will cover all costs of the collection and delivery of the replacement model. Please note that if a return is accepted, we are not responsible and do not reimburse the consumer for any paint protection films that have been added before or after the sale of the bike. This includes any decals, tubeless sealant or non repackagable items (e.g. rim tape, bar tape, etc) that was part of the original sale contract or added past the sale date.

We may be unable to offer a return on any bicycle that:

Should you have any further questions regarding our Terms & Conditions, please contact support@cyclerevolution.netand we will be more than happy to help.