The Terms and Conditions by MTB Monster Limited are shown below. These are subject to change without prior notice and it is the responsibility of the consumer to check them prior to ordering. By purchasing from our physical store or via our online website you are agreeing to these Terms and Conditions.
MTB Monster 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.
MTB Monster 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
Credit Card and Debit Card transactions take place through SagePay secure servers. Communication with SagePay is securely encrypted. Neither MTB Monster 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.
When placing an order through the MTB Monster 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.
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.
Cancellation by MTB Monster
We reserve the right to cancel an order if:
(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 price 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 MTB Monster 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, MTB Monster 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 MTB Monster 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
Orders placed through the use of 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; Cycle to Work, Cyclescheme, Green Commute Initiative 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
MTB Monster uses availability charts under the image on each product page to advise customers of the estimated date for the next available bike to order. These charts are produced by taking into account the physical stock available at MTB Monster and the available stock from our suppliers. We do our upmost to provide accurate information and this is reviewed on a daily basis. Until a bike 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
Unfortunately, we often find ourselves delivering disappointing news in the current environment to customers as the cycle industry continues to struggle with supply chain issues, demand outstripping supply, and spiralling costs. As a result, 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, MTB Monster 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.mtbmonster.com 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. MTB Monster 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.mtbmonster.com 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
For our latest delivery information please read the following page: Delivery Information . Please note; by agreeing to the terms and conditions you are agreeing that you have also read this page.
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, MTB Monster Limited cannot advise on this matter.
DELIVERY NOTE: RESTRICTED POSTCODE AREAS
Deliveries with our couriers are usually completed in 3-5 days from dispatch using a 2 person dedicated delivery courier. If you live in a restricted postcode area this means that your delivery will take longer to complete. The reason for this is that our courier does not deliver in your area as regularly as other areas or that your location is too rural for our courier to be delivered and your parcel will be transferred to a third party courier to complete the final part of its journey. Please click HERE to view restricted postcodes.
We understand that you may want to look into other courier options to reduce the timescales. If this is the case please contact us via email once your order is in place and we will explore the options available to you and do our best to meet your requirements.
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 within 2 weeks of the 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.
RETURNS POLICY & WARRANTY PROCEDURE
Please take the time to read our returns & Warranty policy here: Returns Refunds & Warranties page. Please note; by agreeing to the terms and conditions you are agreeing that you have also read this page.
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.
FREE 14 Day Insurance offer on new bikes
MTB Monster are now working in partnership with Bikmo Limited.
All new bikes purchased from MTB Monster qualify for 14 days free insurance* covering your bike
for accidental damage and theft. If something happens, Bikmo will replace or repair your new bike.
Activate your 14 Days free Insurance at:
bikmo.com/uk/14-days-free (insert your custom link here)
*14 days free insurance must be activated within 7 days of purchase, collection or delivery of your new bike, the clock starts ticking from
the moment you take your bike home for the first time. Your are not insured, until you have activated your insurance at Bikmo. Terms and conditions apply.
MTB Monster 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. MTB Monster 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.
Our customer services team is here to help. You can contact us here
Our store opening hours are 9.00am-5.00pm Monday to Saturday. Our online store is monitored 7 days a week.
MTB MONSTER LIMITED Unit 4A / 5 Fairfield Business Park, Longsight Road, Clayton – Le – Dale Blackburn Lancashire BB27HQ
Company No. 10667581 VAT No. 151901924
If you have a complaint, please contact our customer services team (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, MTB Monster LTD, Unit 4a-5 Fairfield Business Park, Longsight Road, Blackburn, BB2 7HQ. 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
OWNERSHIP OF INFORMATION
MTB Monster creates the vast majority of its own content. This content (Including descriptions and pictures) is not available for use by any third party without express permission from MTB Monster Limited. Taking and or using any of the content of this website will be deemed a breach of Copyright and is not allowed.