Velo Schils Interbike Terms and Conditions Velo Schils Interbike Ltd. RETURNS POLICY Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable. If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of receipt. Returned items should be unused and must be returned in original packaging with any tags attached. We will issue a full refund of the original purchase price upon receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item. You can return your purchase in person to any of our stores, or by post to the following address: Velo Schils Interbike Ltd., Unit 5 85 London Road. Marks Tey. Colchester. Essex CO6 1EB If returning by post please enclose a note with your name and order number, and whether you prefer an exchange or refund. To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items. To complete your refund or exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. Please note: - Goods will only be accepted for return if they are sent back to us within 14 days of delivery unless we have notified you otherwise. - The item is your responsibility until it reaches us. Therefore, for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. - The cost of returning the item to us is your responsibility unless the product is faulty or is being returned due to an error on our part. - We can't offer refunds or exchanges, unless faulty or not as described, for built-to-order and special order products such as custom frames, clothing bike builds, shoes, wheelsets. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed. This does not affect your statutory rights. CIRCUMSTANCES BEYOND OUR REASONABLE CONTROL We will make every effort to perform our obligations under the sale contract. However, we cannot be held responsible for delays or failure to perform if such delay or failure is caused by any circumstances beyond our reasonable control. In the event of a delay, we will perform our obligations as soon as reasonably possible. SPECIAL ORDER ITEMS By "special order item" we mean any goods which are not normally stocked by Velo Schils Interbike Ltd and have to be ordered directly from one of our suppliers/manufacturers. We require full pre-payment for all special order items. You should inspect the goods immediately upon receipt and report any damage via email or by phone within 24hrs. After that time, we assume that you have accepted the item(s).​ Special order goods are not returnable unless they are faulty or incorrect. We believe that there is plenty of opportunity during the consultation process to ensure that items you want to order will match to your specifications and requirements. CLEARANCE/SALE ITEMS Clearance/Sale items may have aesthetical imperfections which does not affect the performance of the product. Clearance/Sale items are sold as is and cannot be returned based on reasons stated above. For any questions regarding clearance items please email general@veloschils.com. We are always trying to provide as much information about clearance item as possible. PRE-ORDERING Please note that payments for pre-order products are taken in full when your order is placed. If you have paid using a Cycle to Work voucher, please note that your pre-order date is subject to change depending on when we receive your voucher and can release your order. This is because we can only allocate a frame to your build once full payment has been received.  Furthermore, your scheme may start salary deductions immediately (please seek advice from your chosen scheme provider if you are unsure about this point). Every effort is made to ensure that pre-order dates are accurate, but in some cases, it may be necessary for us to amend these dates. Under these circumstances, we will communicate any changes that apply to existing orders. COMPLAINTS COMPLAINTS If you are not entirely happy with your recent experience, please raise a complaint by contacting our complaints team on general@veloschils.com or call 01206 213730. We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 2 weeks (we will try to resolve matters as efficiently as possible) we will send you a final response detailing our resolution. If we are unable to provide you with a final response within 2 weeks, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response. VULNERABLE CUSTOMERS POLICY Introduction We are committed to providing our customers with fair and transparent financial services. We recognise that some customers may be more vulnerable than others, and we have a responsibility to take extra care to ensure that they are treated fairly and not disadvantaged. This policy sets out how we will identify and support vulnerable customers. It is compliant with the Financial Conduct Authority (FCA)'s Consumer Duty, which requires us to put the needs of our customers first. What is a vulnerable customer? A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a business is not acting with appropriate levels of care. Vulnerability can be caused by a number of factors, including: Age, in particular, older and younger people. Disability Financial hardship Mental health problems Physical health problems Social isolation Substance abuse. How will we identify vulnerable customers? We will identify vulnerable customers through a variety of means, including: Talking to our customers Customer surveys Data analytics Staff training. It is not always easy to identify a customer’s needs so, if you believe you meet the criteria of a vulnerable customer, please let us know as soon as possible of any needs you may have, or any ways we can help. We welcome you letting us know of your needs when you first contact us. Our staff have access to the FCA guidance (https://www.fca.org.uk/publication/finalised-guidance/fg21- 1.pdf). We also ask everyone to undertake training to identify vulnerable customers and how best to treat them. How will we support vulnerable customers? When we identify a vulnerable customer, we will take steps to understand their individual needs and circumstances, and provide any additional level of assistance they may require. We will support vulnerable customers in a number of ways, including: Providing them with clear and easy-to-understand information Giving them extra time to make decisions Offering them additional support servicesSeeking confirmation that they have understood the information we have provided, especially where, for example, customer finance applications are being made. Working with others (including family members and friends) to provide support. If we can’t help, we will go beyond our normal sales process and try and seek alternatives or point customers to where they can best find answers. How will we monitor our performance? We will monitor our performance in meeting the needs of vulnerable customers by: Collecting data on the number of vulnerable customers we serve. Measuring the satisfaction of vulnerable customers Reviewing our policies and procedures Conclusion We strive to treat all of our customers fairly, and we will go the extra mile to meet the needs of our vulnerable customers. If you feel we have not done so or if you have any suggestions as to how we might do things better, please do get in touch by emailing general@veloschils.com or calling us on 01206 213730. We promise to review and update our policies and procedures to ensure that we are meeting our customers’ needs. March 2024 Velo Schils Interbike Ltd. Unit 5 85 London Road. Marks Tey. Colchester. Essex CO6 1EB VAT NO. GB349801773 Company Registration Number: 6434374, Registered in England Telephone 01206 213730 Email general@veloschils.com