Terms and Conditions
CONSUMER RIGHTS
Green Machine Bike Shop Limited is based in the UK and so complies with UK Consumer Law, this includes Distance Selling Regulations. In short this means that purchasing goods from us is safe. Upon visiting our site, you are agreeing to the Terms and Conditions laid out below. Your statutory rights are not affected.
PRIVACY STATEMENT
Green Machine Bike Shop does not sell, rent, or pass on personal details you submit to any third party. We may use your contact details to get in touch with you about your order. All personal details gathered from orders or enquiries are kept safely and in accordance with the Data Protection Act 1998
SECURITY
Credit Card and Debit Card transactions take place through SquareUp secure servers. Communication with SquareUp is securely encrypted. Neither Green Machine Bike Shop Limited or any third party will see your full card details when an order is placed through our website, we perform our own checks on your card payments made to ensure a safe shopping experience all round.
ORDERING
When placing an order through the Green Machine Bike Shop website you agree that all the information provided is accurate and complete. You will receive an acknowledgement email confirming receipt of your order and an order ID. This email is an acknowledgement and does not constitute acceptance of your order.
By placing an order, you make an offer to us to purchase the products you have selected. We may or may not accept your offer at our discretion. If we cannot accept your order we will contact you by email, refund any amount already paid to us and cancel any finance agreement that has been put in place (if applicable). Refunds can take up to 4 working days to clear back into your account. We will always make every effort to supply you with the products listed in your order acknowledgement email.
PEDALS
Not all bikes are provided with pedals; if you have any queries regarding what the bike is supplied with, please do not hesitate from confirming this with a member of the sales team prior to placing your order.
(a) We have insufficient stock and are unable to deliver the goods you have ordered
(b) The delivery service provider we use does not deliver to your area
(c) One or more of the goods you ordered was listed at an incorrect suppliers, or due to a typographical error or an error in the pricing information received by us from our suppliers
(d) We suspect a transaction is fraudulent
(e) We cannot deliver your bike, as our suppliers has informed ourselves that they can no longer produce your bike, irrespective of whether it was placed on the Green Machine Bike Shop pre-season order or not
(f) One of our suppliers "product maps"* your order. *Product mapping is when a supplier cannot produce your bike for the season it was expected. In this situation, a replacement order is offered which will be produced for the following season. Here, it is expected the price will increase (which you are required to pay the difference), and you may also find changes across all the following: specification, colour, design and name. If this becomes the only alternative to your order the supplier will not offer any compensation, so at this point it is up the customer to pay the price increase if they want to keep the order.
(g) A price adjustment has been made by one of our suppliers after your order has been placed and therefore increased the manufacturers Recommended Retail Price. If this occurs, we will inform you of the adjustment and the difference to pay. If you choose not to meet the price adjustment, Green Machine Bike Shop have the right cancel the order and refund any monies paid thus far.
If we do cancel your order, we will notify you by email and will re-credit 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), to your original payment method 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 disappointment suffered or inconvenience caused.
On dispatch of your order is when a contract between us is formed, until this point no contract is in place.
Orders placed via V12 Retail Finance
Are subject to a credit check carried out on completion of an application by V12. Once an application is approved an acknowledgement is made from Green Machine Bike Shop Limited. This is not at this point an order and no payment has been made. Our team will contact you shortly after placing your order to confirm stock and request the deposit amount of your finance agreement. For more information about this process please visit https://www.v12retailfinance.com
Vulnerable Customer
Purpose
The purpose of this policy is to ensure that the operations of Green Machine Bike Shop Limited do not have any negative impact upon vulnerable consumers. For the purposes of this policy vulnerable consumers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services in order to ensure that they are not disadvantaged in any way.
Identifying a vulnerable consumer
When engaging with customers over the phone it is often difficult to identify a vulnerable consumer because it is not possible to see many of the characteristics, such as body language and facial expressions, which may identify whether the prospective customer requires additional information and guidance to enable them to make an informed decision. For this reason it is critically important to listen carefully to all customers and to identify people who may be classed as a vulnerable consumer. Typical telephone characteristics include: - An inability to hear or understand what is being said - Repeated questions of a similar nature - Comments or answers which are inconsistent with the telephone discussion or which indicate they have not understood the information which has been provided. - Verbal confirmation that they don’t understand or that they require the assistance of somebody else in making a decision. When assisting with signing up consumers we regularly engage with customers face to face. When doing this the same characteristics are likely to be evident but body language and facial expressions may also assist in identifying the vulnerability. What to do if we are engaging with a vulnerable consumer Just because somebody is vulnerable does not automatically mean that they are unsuitable for the products and services the firm supplies. As soon we think we may be engaging with a vulnerable consumer we should immediately make a record of the same and ensure we adhere to this policy.
When speaking to the vulnerable consumer we:
- Provide additional opportunities for the customer to ask questions about the information we have provided.
- Continuously seek confirmation that they have understood the information that has been provided.
- Ask if there is anybody with them who is able to assist them, and offer them the opportunity to have a family member or friend present during the conversation
- Offer them the opportunity to complete the transaction after a period of further consideration.
If for any reason we think the customer does not understand the service which is being offered to them we will not proceed with the transaction and advise them that we will write to them with further information about the product or services they are seeking.
What is mental capacity?
the most common potential causes of mental capacity limitations are the following (this is a non-exhaustive list): Among
- mental health condition
- dementia
- learning disability
- developmental disorder
- neuro-disability/brain injury
- alcohol or drug (including prescribed drugs) induced intoxication.
Financial literacy
Mental capacity is not the same as financial literacy although, in practice, it may often be difficult for us to differentiate a limitation of one from a limitation of the other. In terms of a limitation of mental capacity, the customer has some impairment of mind or brain function. There are only likely to be limited circumstances in which the firm will have substantive evidence that a customer has such an impairment and, in the absence of such evidence, can reasonably be expected to (proactively seek to) establish whether or not a customer has such an impairment of mind or brain function. In the alternative, a limitation in financial literacy is likely to result from inadequate financial education rendering a customer unable to, or feeling insufficiently empowered to, manage his finances, engage confidently with firms, and make informed financial decisions. Those with limitations in financial literacy and those with limitations in mental capacity can both be classified as groups of actual or potentially 'vulnerable customers' by virtue of their respective limitations. Given that customers with either form of limitation (or both forms) might have difficulty making informed decisions - rather than taking steps with a view to seeking to differentiate between the two categories of persons we will apply this vulnerable consumers policy in both circumstances. While acknowledging that there are limits that we can reasonably be expected to go to in seeking to form a view as to whether or not a customer has, or may have, some form of capacity limitation, it is good practice in literature provided to customers prior to providing a product or service to invite customers to disclose (on a voluntary basis) whether there are any issues relating to their health or general well-being which may be relevant to the consideration of any product or decision by the firm. Any such invitation should make very clear that the only purpose such information would be used for would be to better facilitate an informed service being provided. If a customer provides information which indicates that he does, or may, have some form of mental capacity limitation that might impact on his ability to make an informed decision, this should not lead to him automatically being denied access to the product or service being sought. It should act as a trigger for us to consider what reasonable steps might be taken in order to amend our ordinary processes to ensure that the customer is treated fairly and a positive outcome results for the customer.
Consumer Rights Act 2015
Under the Consumer Rights Act 2015, you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date you took ownership of the goods. If an item is faulty and needs to be returned, you do not need to pay postage costs for the return of the faulty item. We will organise a pre-paid collection or will refund your postage cost.
Orders placed using a Cycle to Work voucher are slightly more complicated. It is always advisable if you are looking to purchase through this method to place a pre order whilst you wait for your voucher to become available to use. This way you can reserve the bike and ensure you do not miss out if your voucher takes longer to process than anticipated. For more information regarding a cycle to work order please contact the voucher provider eg; Cycle2Work, Cyclescheme, Bike2Work, etc. Your Human Resource Department at your workplace are also a good point of contact if you have any questions regarding how this affects your wage.
Availability & Lead times
Green Machine Bike Shop only list products that are physically available in our stock. We do our upmost to provide accurate information and this is reviewed daily, using an automated inventory process. Until an item is delivered to our store, we are fully reliant on our suppliers and the information they provide being accurate. We do not want to experience delays and will do everything within our power to avoid this, however, there are times when this is not avoidable, and we have no choice, and no compensation can be given for this.
Unusual trading environment
We are often at the mercy of suppliers as to whether they supply a product, delay a product, and whether they can honour the original RRP of a product at the start of a season. This is currently commonplace across the entire industry. If any of these variables happen, the supplier will not offer any compensation to us or to you as the customer. As a result, Green Machine Bike Shop cannot offer any compensation for any of the following situations:
- Delays with your product arriving
- Our suppliers cancelling your order
- Your original order has increased in cost, and can only be kept if you agree to pay the difference
- Product mapping. Product mapping is when a supplier cannot produce your bike for the season it was expected. In this situation, a replacement order is offered which will be produced for the following season. Here, it is expected the price will increase (which you are required to pay the difference), and you may also find changes across all of the following: specification, colour, design and name. If this becomes the only alternative to your order the supplier will not offer any compensation, so at this point it is up the customer to pay the price increase if they want to keep the order.
- Your bike requires a warranty part and delays prevent you from having the item fixed/replaced as soon as you would normally expect.
PRODUCT INFORMATION & PRICING LIABILITY
All prices shown on www.GreenMachineBikeShop.co.uk are correct at the time of entering. Your credit card or debit card will always be charged at the point of purchase or if you have agreed to pre-order a bike.
If a genuine error is discovered in the price of the goods that you have ordered, we will inform you as soon as possible. Green Machine Bike Shop is under no obligation to fulfil an order for a product that was advertised at an incorrect price. In the event that you order an item and the price published on www.GreenMachineBikeShop.co.uk is incorrect for any reason, we will email you to inform you that your order cannot be fulfilled, and you will have the opportunity to continue the order at the correct price or be given a full refund. If we are unable to contact you within 14 days, we will action a cancellation of the order.
On rare occasions, prices may be subject to a price adjustment once your order has been placed. If this occurs, we will inform you of the adjustment as soon as possible and give you opportunity to either cancel your order for a full refund or make up the price difference and continue with the order. Please be aware that we are not able to maintain prices if a supplier announces a price adjustment regardless of when your order was placed or the method used to pay, if a price adjustment is announced by a supplier and you have not yet taken delivery of your item the price of your item will increase in line with the new Recommended Retail Price. You will have the right to cancel for a full refund or to continue with the order and pay the difference.
All prices are in pounds sterling and include UK VAT and the standard rate (20%). Purchases made outside of the UK will still be charged in pounds sterling. Please note, we will not be held liable if you purchase outside of the UK and subsequently cancel your order, for any charges you incur through your bank. We strongly advise that you contact us in advance of ordering so we can ensure products are available to deliver to you. When ordering it is your responsibility to ensure the correct card holders details including address and any security passwords are entered in full and correctly. These details are checked for security reasons and any error in the details provided will result in a refund being made and potentially your bank charging you fees. We will not refund any fees you are charged by your bank so it is important to be sure before completing an order.
DELIVERY TIMES AND POSTAGE COSTS
Delivery & Collection -
Free UK Shipping above £1500 (Please note; excludes certain postcodes, any additional surcharge will be calculated at the checkout prior to payment).
Delivery
Many of our stock bikes are available for same day collection in store or dispatch within 48 hours of payment. If a bike is in stock with a supplier as opposed to in our store this timescale adjusted as shown in the availability chart on the product page. We will always keep you updated regards timescales via email and liaise closely with you until dispatch of your new bike
Express Delivery
If you have bought an ‘in stock’ bike and you are desperate for delivery asap there are other options. We can arrange a same day courier (Monday – Saturday) to collect the bike from our store and drive directly to your delivery address. This service is chargeable, and rates vary depending on how far you are from our store by road. In order to arrange this, we require delivery payment and at least 36 hours’ notice to inform the couriers of the collection.
International Orders
Unpredictable shipping costs have arisen we do not currently ship outside the UK as often as we once did. Please email if you are looking to purchase from overseas and we will contact you with costs involved.
Collections
We encourage our customers to come and collect their new bike from store. This way the bike is available sooner as it does not spend any time in a courier network. It also means that you will be given a detailed handover by one of our mechanics and you can roll the bike out of the shop ready to ride.
For countries outside the UK there may be customs/import duties to pay depending on the value of the goods you have ordered; these charges are the responsibility of the customer to pay. It is your responsibility to be aware of the costs involved, Green Machine Bike Shop Limited cannot advise on this matter.
CANCELLATIONS
If you have placed an order and want to cancel this is no problem, we will issue a full refund to all standard orders when the cancellation is advised before dispatch, or within 2 weeks of special order bike arriving in our store. If we are unable to contact you at all via email or phone calls within a period of 2 weeks once the bike has arrived into store we reserve the right to cancel your order and retain your deposit.
Right to cancel
In addition to our Returns Policy, under the Consumer Contracts Regulations of 2014, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.
We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.
RETURNS POLICY & WARRANTY PROCEDURE
At Green Machine Bike Shop we want you to be completely satisfied with your purchase. We have systems in place to ensure your products are correctly assembled and checked prior to delivery by our fully trained staff. All our products including bikes are very carefully packaged to prevent damage in transit, so it is unlikely that you will have any problems.
However, on occasion things can go wrong and if your purchase isn’t suitable for whatever reason, you can find out below what can be done in our returns policy (see below) for mail order items based on statutory distance selling rules. Please note, not all the terms are not applicable to in store purchases.
RETURNS POLICY
What if my bike has arrived damaged or faulty?
If your bike is faulty or damaged on delivery you must inform us within 48 hours of the bike being delivered.
If it is a minor issue that you feel can be solved easily, please contact us within 48 hours and we will be in touch as soon as possible to assist. Please note Green Machine Bike Shop will not pay out any compensation or cover any cost of repairs no matter how minor without prior agreement. If you bike lands with any issues, you must contact us first in order to potentially be supported. We cannot be held responsible if you have taken your item to another store and they have performed substandard repairs.
What is covered?
- Manufacturing faults.
- Damage in transit.
- Items that have been damaged in a crash.
- Items that have not been installed properly (e.g. stripped pedal threads).
- Items that have been damaged through unpacking the item in a careless fashion.
- Items that have been modified by the customer
- Compensation for time off the bike whilst repairs are taking place.
Please note that once the above procedure has been completed, Green Machine Bike Shop has discussed these issues with yourself to try and find a resolution, if non can be found to rectify the situation, you have 30 days (from the delivery date) to request the item to be rejected (either as faulty / damaged goods / goods sent in error). Once received within 5 working days the item will be assessed by our returns department to see whether they qualify for a replacement, refund or repair. The outcome within this process is at the discretion of Green Machine Bike Shop.
What if my bike has been delivered and I no longer want it ? (UK customers only)
If you purchase a bike and change your mind you must contact us within 14 days of delivery and express your intention to return your bike. Items must then be returned within 28 days of purchase.
Unwanted bikes must be returned unused, undamaged and in the original packaging (this excludes Special Orders and Custom Builds). You can either mail the bike back to us yourself (or we can collect it via courier). We will have to quote you a price as per your location and this will be deducted from your refund amount. Please note, your delivery cost will always be cheaper than the collection cost, as we subsidise this cost.
For non-UK residents we will advise the return cost based on your address. We will endeavour to do this in the most cost-effective way possible for you but can make no guarantees of the costs involved. Contact us to arrange this with a member of our team.
If you decide to return the bike yourself, please make sure, the bike is fully insured, and you get a proof of return as we cannot be held responsible for the goods lost or damaged in transit.
No refunds can be made until the goods are received and checked by our team so there may be a slight delay in processing your return.
If the bike has been modified or changed in any way since purchase, the 14 day return option will no longer available.
Please see the exceptions to this returns policy outlined below thereby the 14 day return policy cannot be provided.
Exception 1: What if I have a custom bike?
When ordering a Custom Mountain Bike, you will be liaising at length with a member of our team to ensure the full specification is agreed and signed off by both parties in writing. Once agreed a non- refundable 50% deposit is taken so the build can commence. Changes to specification can be made along the way through discussions with the member of staff involved with your project and so your total build cost can fluctuate, this is no problem, however, if you decide to cancel the build completely you will lose your deposit. If the reason for the cancellation is unexpected, we may be able to release some of the components to the value of your deposit back to yourself, this will be at the discretion of the shop manager.
Exception 2: Special order bikes & frames?
The following special orders are non-refundable items:
- All bike frame orders are specifically ordered in for a customer and therefore cannot be refunded.
- All bikes and frames that are modified from the point of purchase are classified as a special order. For example, if you have selected specific parts to be fitted to your bike, have upgraded parts direct from the manufacturer such as a rear shock upgrade or have agreed to have an Invisiframe kit fitted this would be classed as a special order.
- Another reason your bike may be classed as a special order could be if you are ordering a bike that is not from our normal stock, for example if it is a particularly big or small size that we do not normally carry or if we are sold out of a certain size and we are ordering it in directly from a supplier specifically for your order.
- You will always be informed in writing if your purchase is identified as a special order.
What if I am a non-UK resident and I want to return my purchase?
If you need to return your bike from overseas, please contact us and we will discuss the most cost-effective way of shipping your bike. The returns policy remains the same as for UK customers, only the cost of returning an unwanted bike will differ and will be calculated on an individual basis.
- Be returned in the package they arrived in
- Be returned undamaged and unused.
- Be returned in a resealable condition.
- Include your contact details inside the box
Posting fees will not be covered by Green Machine Bike Shop LTD.
Where do I return my items to?
GREEN MACHINE BIKE SHOP LIMITED
Returns Department
Green Machine Bike Shop
146A Lee Lane
Horwich
Bolton
Lancs,
BL6 7AF
All items must be inspected before they are refunded or replaced, and this can take up to 7 working days from being received. If you have any queries, please contact us
Please Note – In purchasing from Green Machine Bike Shop you are aware that if for any reason you need to return your bike it is your responsibility to obtain the necessary packaging and wrap the bike so that it is secure during transit. We advise you keep your original packaging in case it is needed again. If you are unsure for any reason on how to do this please contact us for advice.
WARRANTY
I have a warranty issue what do I do?
If you find yourself needing to return an item for a warranty inspection, you need to email us. This mailbox is checked regularly by a member of our mechanics team so you can be sure of a timely response. We will support you throughout the warranty process by generating returns where needed and liaising directly with the manufacturers on your behalf. You will be kept informed at every stage until your warranty is complete.
If an item is to be returned as a potential warranty issue, we will always do our very best to advise you as to our thoughts on the outcome of the inspection in advance. It is important to be aware that if an item is declined warranty by the manufacturer then you will be charged the return postage and any other costs involved. Please be aware that it is not Green Machine Bike Shop Limited who determine if an item is warranty, this decision lies with the manufacturer themselves and we have no control over it.
Although we may need to have the product returned to Green Machine Bike Shop Limited for inspection by a mechanic, most component warranties can be processed by your local authorised service centre. This can reduce the time taken to get the warranty processed while also saving any costs involved sending an item back to us.
Please note: If you choose to use a shop local to yourself to have warranty work carried out, any warranty parts will normally be replaced free of charge by the manufacturer (check with the shop first). However, Green Machine Bike Shop Limited will not contribute in any way to the costs involved in the labour part of the warranty or any investigational work carried out by another bike shop. If you choose to use a local shop they will charge you for labour & postage expenses as a result of the warranty work. Please be aware if you choose to use a local bike shop Green Machine Bike Shop are not involved in the warranty work and have no influence on decisions or timescales made by the shop or manufacturer and Green Machine Bike Shop are not liable for the work carried out by another shop. It is your responsibility to check that the shop is an authorised dealer of the brand in question and is suitably qualified to carry out the work.
You are of course welcome to return your bike to Green Machine Bike Shop Limited where a fully qualified mechanic will complete any warranty work and you will not be charged any labour costs. We will then post the bike back to you at our expense (UK customers only).
Any potential warranty issue that does need to be returned it is done so at the expense of the customer. A collection can be made through Green Machine Bike Shop at a charge of £75. We will request photos of the condition of the bike prior to collection so that in the unlikely event any damage occurs in transit this is easily identified.
What is covered under warranty?
Most bikes and components are covered under warranty by the manufacturer.
Component warranties usually vary from 6 months to 3 years, these are specific to the manufacturer and details can be found in the product manuals or, on the manufacturer’s website. Bosch systems for electric bikes have a 2-year warranty.
Frames are usually warrantied for approximately 2-5 years and often lifetime warranties are offered if frames are registered. If this is offered, you can do this by visiting the manufacturers website and registering your bike after you have purchased the bike. This timeframe of warranty is determined by the manufacturer. To view the details of a brands specific bike frame warranties, please choose a brand from the list below to be directed to their website where you can view up to date information, if you have any questions, or have an issue with the link below please contact us.
Below is a list of scenarios that are not covered under warranty, this list is not exhaustive but highlights the main situations when warranty is not applicable:
- Stripped pedal threads. When you receive your new bike, you will need to fit the pedals make sure you take your time and ensure you have the right pedal for each crank arm. Do not continue to thread a pedal if it is not going in easily.
- Misuse of a bike
- Damage from causes apart from defects in material. E.g., if damage is caused by crashing your bike, it will not be covered under warranty
- Normal wear and tear. Components may show signs of wear and tear in less than two years depending on amount of use, type of use etc. Some components can be expected to reach the end of their normal lifespan within this timeframe.
- Damage to products which have been improperly installed or repaired.
- Products that have been modified, neglected or poorly maintained.
- Electric bikes that have been derestricted; this will be evident upon diagnostics testing
- Compensation for any inconvenience caused (such as time & travelling expenses) which can be associated to the repair or warranty of a bike. Additionally we would not cover the costs incurred if you choose to hire a bike whilst waiting for an investigation / resolution to take place.
- Riding the bike in a manner in which it was not intended for.
Ultimately whether or not an item is covered under warranty, is down to the individual manufacturer
WHAT IF I HAVE A CUSTOM BIKE?
When ordering a Custom Mountain Bike, you will be liaising at length with a member of our team to ensure the full specification is agreed and signed off by both parties in writing. Once agreed a non- refundable 50% deposit is taken so the build can commence. Changes to specification can be made along the way through discussions with the member of staff involved with your project and so your total build cost can fluctuate, this is no problem, however, if you decide to cancel the build completely you will lose your deposit. If the reason for the cancellation is unexpected we may be able to release some of the components to the value of your deposit back to yourself, this will be at the discretion of the shop manager.
SPECIAL ORDER BIKES & FRAMES?
The following special orders are non-refundable items:
- All bike frame orders are specifically ordered in for a customer and therefore cannot be refunded.
- All bikes and frames that are modified from the point of purchase are classified as a special order. For example, if you have selected specific parts to be fitted to your bike, have upgraded parts direct from the manufacturer such as a rear shock upgrade or have agreed to have an Invisiframe kit fitted this would be classed as a special order.
- Another reason your bike may be classed as a special order could be if you are ordering a bike that is not from our normal stock, for example if it is a particularly big or small size that we do not normally carry or if we are sold out of a certain size and we are ordering it in directly from a supplier specifically for your order.
- You will always be informed in writing if your purchase is identified as a special order.
ADDITIONAL INFORMATION
Green Machine Bike Shop Limited staff work hard to produce accurate and up to date product information using a range of techniques, however, inevitably from time-to-time mistakes are made. If you have made a purchase based on inaccurate information and are dissatisfied, we will happily replace the product or refund the order if it is unused and returned within 14 days of receipt. Green Machine Bike Shop reserves the right to make changes to this website at any time without notice. Prices and bike specifications are advised by the manufacturer and may change without prior warning. Nutritional Products are not available on Finance or as part of a Finance agreement.
CUSTOMER SERVICES
Our customer services team is here to help. You can call or email us anytime.
Our store opening hours are 9.30am-5.30pm Monday, Tuesday, Friday, Saturday and 9.30am-7.00pm Thursday. Our online store is monitored 7 days a week.
GREEN MACHINE BIKE SHOP LIMITED
Green Machine Bike Shop
146A Lee Lane
Horwich
Bolton
Lancs,
BL6 7AF
info@greenmachinebikeshop.co.uk
+44 1204 696831
Company# 14096003 VAT#412315152
COMPLAINTS PROCEDURE
If you have a complaint, please contact our store (as above) who will aim to acknowledge your complaint within 48 hours and work to resolve the issue as soon as possible. If you are still unhappy with the customer support outcome, you are welcome to write & post letter of complaint (via recorded delivery) to the managing directors at the following address:
FAO The Managing Directors,
Green Machine Bike Shop LTD,
Green Machine Bike Shop,
146A Lee Lane,
Horwich,
Bolton,
Lancs,
BL6 7AF
Within the letter we require the following information:
- Your complaint information (member of staff who you spoke to, times, dates, person spoke to and any relevant information)
- Detail the resolution you would like?
- Your contact details including and email address
Once received we will respond within 30 days, in the hope of finding a resolution.
In the unlikely event, you are still dissatisfied and your agreement is regulated by the FCA, you are entitled to refer your complaint to the Financial Ombudsman Service free of charge. This should be done straight away, but must be within six months from the date of our final response. Further information regarding the Financial Ombudsman Service can be found on their website at www.financial-ombudsman.org.uk