TERMS AND CONDITIONS
Here’s the formal stuff… boring but very important stuff so please read so you’re clear of the terms and conditions before purchasing.
We may change or amend the terms and conditions from time to time so please check just before ordering.
www.stanforthconway.co.uk is operated by Stanforth Bikes Ltd. We are registered in England and Wales under company number 10577406 with our registered office address of 19 New Road Brighton BN1 1UF. Our VAT number is 180605716.
You can contact us as follows:
Telephone - +44 (0)7850 881438
Email – firstname.lastname@example.org
Our showroom premises are in Hove, Sussex, UK. Test rides can be arranged by appointment only.
Conclusion of contract
Our bike and frame offerings shown on our website and in our marketing materials are non-binding.
When you place an order on our website (www.stanforthbikes.co.uk) you are making a binding offer to purchase the relevant product. You will receive an automated confirmation that we have received your order but this does not indicate that contract exists between us. We will then subsequently send you an acceptance of the order. The sales contract with you shall not become effective until our acceptance. The reason for this is that shipping costs can unexpectedly change from what we have listed on our website, or if we are no longer able to supply a particular product for some reason it means we are protected. If there is a change in price for any reason we will contact you first to ensure that the price is acceptable to you.
Product specification, pricing and payment
The specifications and prices of our bikes and frames are subject to change without any prior notice. We try to ensure that all the details, descriptions and prices which appear on the website are correct and up to date, however errors can occur. If there are any errors, we aim to rectify them immediately.
Due to the custom nature of the bikes/frames we require that the bike is paid in full up front at the time of purchase.
Once the order has been accepted and payment received we start the process of hand building the bike to your requirements including ordering the tubes for the frames and hand building it.
Changing your order
As long as construction of the frame hasn’t begun, or bespoke components or frame parts haven’t been ordered we will do what we can to accommodate the changes as we want you to have the ideal bike for you. If it’s too late to make the changes the reasonable additional charges will apply to make the changes, either for labour, frame parts or bike components.
Cancelling your order
Once you have placed an order you have made a commitment to purchase the bike or frame. We then order the bike components (e.g. frame tubes, lugs, brakes etc) on your behalf to build the bike to your requirements. If a customer cancels the purchase once the order has been paid for we reserve the right to keep monies to cover costs incurred..
Returns and refund policy
Due to the fact that 1) there is no standard Stanforth bike as every bike is likely to be different with so many options, and 2) because all of our frames are made to order, we do not offer refunds for unwanted bikes or frames.
All of our bikes are made to order to your specific requirements so unfortunately they are non – refundable.
If your bike is faulty/damaged please email email@example.com with the following information:
- Your full name, date of purchase and the address the bike was delivered to
- The frame number (as written on the warranty) and confirmation of which bike/frame is coming back to us
We will then discuss with you the best way of fixing the problem, ideally through replacement parts being fitted by a bike technician local to you. Please do not send back to us without discussing it with us first.
We are unable to give a refund in these circumstances but we will make sure the problem is fixed.
SHIPPING AND DELIVERY
Delivery time from order
In most cases, the delivery will take circa 6-8 weeks from the payment being received unless otherwise agreed.
The process - once your order is confirmed and payment is received, we will then order the relevant tubes and lugs for the frame as well as the components for the bikes. From this point to the bike being ready to be despatched is circa 6-7 weeks. Once built and boxed we will then notify you that the bike is ready to be shipped, and send out within 3 days of this notification unless we hear from you requesting other arrangements. Delivery times from dispatch are 2 days to 7 working days (excluding weekends and public holidays) depending on your location – estimated delivery times from despatch are listed below. Please note that for destinations outside of the EU that your delivery may take longer than our estimates due to Customs.
Delivery cost and method
The website will calculate the actual cost of delivery after you have added the items you would like to purchase to your shopping basket and selected the destination. If your destination does not appear then please contact us on firstname.lastname@example.org as it might not be currently listed. In this case we will then check the costs, add them to the website and let you know. Please note that for remote areas there may be an additional cost, we will let you know if this is the case before confirming your order.
Our shipping partners are Parcelforce and DSV. Within the UK we use Parcelforce 48 for both our bikes and frames. For EU countries we use Parcelforce to deliver our frames and DSV (via UPS) to deliver our bikes. Outside of Europe DSV are our shipping partner.
Please examine the box immediately on receipt for any damage. Any damage must be communicated to the shipping company within 24 hours of receipt. You will receive a confirmation of the message from them, which you need to forward to us. We will then call you to discuss the best course of action. Please don’t send back to us without discussing first as they’re might be an alternative solution.
We use signed for services so your order can be tracked. Either we or our shipping partner will email you a tracking number when your order is on its way.
Please provide a telephone number (preferably a mobile number) when you place your order. We need this to dispatch your bike/frame as our shipping partners won’t pick it up without it, as they might need to contact you on the day of your delivery. Also, for deliveries headed to outside of the EU the telephone number is required for Customs and will help speed up the time it takes to get cleared by customs and delivered to you.
Orders from outside of the EU - When ordering from outside the EU you are considered as the importer and will be responsible for all duties and import costs. Please note that import taxes tend to be at a higher rate for complete bikes than just frames and forks.
Within the UK our shipping partner is ParcelForce for both frames and complete bikes. We use the ParcelForce 48 service. Delivery is two days from dispatch note being sent to you. A signature will be required.
Frames and forks to the UK:
Parcelforce will send you an email or text to let you know when they expect your frame to arrive, including an hour delivery window. If the delivery arrangements aren’t convenient you can use their interactive options to tell them to deliver on a different day or to a different address (a neighbour or a post office). If you’re not in they will leave a card saying they will either try to deliver the next working day or that they’ve left it at a Postoffice. Please note there won’t be an SMS or time window on the 2nd day.
So they will deliver three pre-delivery messages to you:
- Day of despatch (email or text) advising that the parcel will be delivered the following day.
- Day of delivery (text) advising that the parcel will be delivered that day.
- Time of delivery (text) advising a one-hour delivery window.
You can respond to either (not both) of the first two messages:
If you’re not going to be at home: You can tell them to leave their parcel with a neighbour or at a Post Office. You can select a different delivery day.
They will also tell you where the frame and forks are if you’re out when they tried to deliver by leaving a card with this information.
UK – complete bike delivery:
Parcelforce will send you an email or text to let you know when they expect your bike to arrive, including an hour delivery window. If the expected day isn’t convenient you can use their interactive option to change the delivery date. If you’re not in they will leave a card saying they will try to deliver the next working day – complete bike boxes are too big to leave at the Postoffice. Please note there won’t be an SMS or time window on the 2nd day.
We use ParcelForce 48 large service. As with the frames they will send you pre-delivery messages i.e.:
- Day of despatch (email or text) advising that the parcel will be delivered the following day.
- Day of delivery (text) advising that the parcel will be delivered that day.
- Time of delivery (text) advising a one-hour delivery window
For frames and forks we use ParcelForce EuroPriority and for complete bikes DSV. A signature will be required for both services.
Frame and Forks to the EU:
The Parcelforce EuroProirity is a very reliable service and includes end to end tracking. They will deliver on working days in the country of destination.
Parcelforce will send you an email with your tracking number and an expected day of delivery. If you’re not in you will be left a card. You would also be able track the parcel online to see where it has been left and collect at your convenience.
They always obtain an electronic signature. Because of this, they cannot send to PO Box addresses in many countries. Estimated delivery times of frame and forks to EU countries (excl. UK) from dispatch are below (please note these times are not from time of order):
Complete Bikes to the EU
Our partner is DSV and we use their European Xpress Economy service to ship complete bikes from the UK to within the EU. Their partner in Europe is UPS who will deliver your bike to most countries in the EU, but not all.
Please note that for remote areas there may be an additional cost, we will let you know if this is the case before confirming your order.
Once your bike has been dispatched you will receive an email from UPS or ourselves with a tracking number and a link directly into the UPS website where you can track your bike, and be able to reschedule the delivery day if required. A signature will be required on delivery. Estimated delivery times from dispatch (not from order) are below:
Outside of the EU
Outside of the EU our partner in most cases will be DSV. Their partner outside of the EU is UPS (or UPS respective partners) who will deliver your frame/bike.
Once despatched you will receive an automated email with tracking information from DSV, with a link to the UPS website where you can track your frame/bike, and be able to reschedule the delivery day if required by registering direct to the UPS website for this option. A signature will be required.
Please note that when ordering from outside the EU you are considered as the importer and will be responsible for all duties and import costs. Import duties tend to be higher for complete bikes than frame and forks. It’s worth checking these costs before ordering.
For destinations outside of the EU that your delivery may take longer than our estimates due to Customs. Customs will be in contact with you to pay the duties and taxes before delivery. Estimated delivery times of bikes and frame and forks to destinations outside of the EU from dispatch are below (please note these times are not from time of order):
Please provide a telephone number (preferably a mobile number) when you place your order. We need this to dispatch your bike/frame as our shipping partners won’t pick it up without it, as they might need to contact you on the day of your delivery. Also, for deliveries headed to outside of the EU the telephone number is required for Customs and will help speed up the time it takes to get cleared by customs and delivered to you. Orders from outside of the EU - When ordering from outside the EU you are considered as the importer and will be responsible for all duties and import costs. Please note that import taxes tend to be at a higher rate for complete bikes than just frames and forks.
Unfortunately, we cannot advise you what these charges may be, and Stanforth Bikes is not responsible for them.
If these local import / customs charges are refused or not paid by our customer, then the item could be returned to Stanforth Bikes, or possibly destroyed if too expensive to return.
Please note that if this happens, we will not be able to refund you for your order or original shipping costs.
If you are placing an order for delivery to Norway, please email us with your Personal Identification number (PIN) when you order. All orders without a PIN will be automatically returned to sender by our Couriers, as they will be unable to deliver it.
Passing of Risk
Risk in the Goods shall pass to the customer upon delivery to the address. The customer is advised to insure accordingly.
Freight Forwarding Companies
Stanforth Bikes do not deliver to freight forwarding companies. If you place an order to a freight forwarding company we reserve the right to refuse your order and will be unable to offer any aftersales service including delivery support. The bike will not be covered by any warranty.
We are sure that you will be satisfied with your Stanforth bike or frame, however if one of our products develops a fault within the warranty period, you should address the matter at the earliest possible opportunity with either us directly if purchased directly from Stanforth Bikes, or the retailer that you purchased the product from. If we or the retailer feel that the matter is of a warrantable nature, we will do all we can to sort it out within a reasonable timescale.
Your Stanforth Bike is offered with the following Limited Warranty.
Frame and forks: All Stanforth Bikes’ frames and forks are guaranteed against manufacturing defect (defined as a defect in materials or workmanship) as delivered with the product for a total period of 5 years from the date of purchase. If a failure should occur due to faulty materials or workmanship as delivered with the product during the guarantee period, the frame will be replaced with the same or the nearest compatible frame available.
Our frames and forks are double powder coated so do have a durable finish, however they need to be inspected and maintained regularly. Any areas which have been exposed due to chips need to be touched up with paint otherwise corrosion will take place – corrosion as a result of neglect will not be covered.
Anti-seize must be applied in required areas to avoid fusing with components e.g. seatpost. Fusion of components with frame will not be covered by the warranty.
Frame decals and the headbadge are guaranteed up to one year from purchase
Components: Your bicycle will come with parts that we have carefully selected from other manufacturers, and whilst they are fitted on your Stanforth Bike, the warranty of these parts will fall under the warranty terms and conditions of the relevant brand/distributor.
Normal Wear Parts, i.e, grips, inner tubes, tyres, cables, brake pads, chain, chain rings, sprockets are not covered by the warranty.
All other parts not mentioned above are guaranteed against a defect in materials or workmanship for a period of 1 year from the original date of purchase, subject to the terms and conditions of this limited warranty. Please contact Stanforth Bikes if you bought your bike from us directly, or the relevant retailer for additional information on making a warranty claim. If a warrantable failure of a part should occur during the warranty period, the part will be repaired if possible, or replaced with a direct or the nearest compatible replacement.
If you modify or neglect the products, we are not responsible for them or what might happen to you while using them. Nor is the paintjob covered.
Stanforth Bikes will not be responsible for incidental or consequential damages including damages for personal injury, property damages or economic losses.
- Competition, jumping, downhill racing, trick riding, stunting or any other aggressive riding styles and other non standard use can substantially shorten the useful product lifecycle and are not covered by this warranty. Any one or a combination of these conditions may result in an unpredictable failure that is not covered by this limited warranty.
- The warranty does not cover normal wear and tear or anything broken accidentally or deliberately.
- This warranty does not cover improper assembly or maintenance, or installation of parts or accessories not originally intended or compatible with the bicycle as sold. If the bike is modified or the bike neglected, Stanforth Bikes will not be responsible.
- The warranty does not apply to damage or failure due to accident, abuse, misuse, neglect, or theft. Claims involving these issues will not be honoured.
- It is the responsibility of the purchaser to assure that all parts included in the box (i.e. pedals, seatpost and stem) are properly installed (use anti-seize!!!), and should be checked by a qualified Cytech approved mechanic. It is also the responsibility of the purchaser to ensure annual service of the bike by a Cytech approved bike mechanic.
- The warranty is offered exclusively to the original purchaser only and proof of original purchase will be required to validate any claims.
- Bicycle Warranty Claim: Before returning the bike to us please get in touch so we can discuss it - if we validate your claim it might be we can find a solution local to you to fix the problem. Please do not send back to us without discussing it with us first. Proof of purchase in the way of an original receipt along with the completed warranty form provided on purchase of the bike, as well as proof that the bike is still owned by the original purchaser, must be provided with all claims.
- The above warranty does not affect your statutory rights.
Privacy and fair data policy
We are committed to safeguarding the privacy of our customers and online visitors; this policy sets out how we will treat your personal information.
What information do we collect?
We may collect, store and use the following kinds of personal information:
a. information about your computer and about your visits to and use of this website (including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views, website navigation);
b. information that you provide to us for the purpose of registering with us or ordering from us;
c. information that you provide to us for the purpose of subscribing to our website services, email notifications and/or newsletters;
d. any other information that you choose to send to us;
A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser.
We may use both "session" cookies and "persistent" cookies on the website. Session cookies will be deleted from your computer when you close your browser. Persistent cookies will remain stored on your computer until deleted, or until they reach a specified expiry date.
We will use the session cookies to: keep track of you whilst you navigate the website. We will use the persistent cookies to: enable our website to recognise you when you visit; keep track of your preferences in relation to the use of our website.
We follow some key principles when it comes to data privacy. The principles support and complement other standards such as ISOs, and the requirements of Data Protection legislation.
- We will ensure that all personal data is collected with customers' consent.
- We will not use personal data for any purpose other than that for which consent was given, respecting customers' wishes about the use of their data.
- We will make sure that customers have access to their personal data that we hold, and that we tell them how we use it.
- We will protect personal data and keep it secure and confidential.
- We will ensure staff understand that personal data is just that – personal – and ensure that it is treated with respect.
- We will ensure that the vulnerable and under-age are properly protected by the processes we use for data collection.
- We will manage our data supply chain to the same ethical standards we expect from other suppliers.
- We will ensure that ethical best practice in personal data is integral to our procurement process.
- We will ensure that all staff who have access to personal data are properly trained in its use.