Terms and conditions

Terms and Conditions

1. Introduction

Welcome to Birdie Bikes Ltd. ("we," "our," "us"). These Terms and Conditions govern your use of our website, www.birdiebikes.co.uk ("Website"), and the purchase of products from our online store. By accessing or using our Website, you agree to be bound by these Terms and Conditions.

2. Company Information

Birdie Bikes Ltd. is a company registered in England and Wales. Our registered office is at 7 Wensleydale Road, Hampton, Middlesex, TW12 2LP. You can contact us on 020 8941 9397 or at info@birdiebikes.co.uk.

3. Use of the Website

3.1. You must be at least 18 years old to use this Website.

3.2. You agree to use the Website only for lawful purposes and in a manner that does not infringe the rights of, restrict, or inhibit anyone else's use and enjoyment of the Website.

4. Product Information

4.1. We strive to display our products accurately on the Website. However, actual colours and appearances may vary due to monitor settings and lighting conditions.

4.2. All products are subject to availability. We reserve the right to limit the quantities of any products or services that we offer.

5. Pricing and Payment

5.1. All prices are listed in British Pounds Sterling (£) and include Value Added Tax (VAT) unless otherwise specified.

5.2. We accept payment through Visa, Visa Electron, Mastercard, American Express (Amex), Switch/Maestro, PayPal and Klarna.

5.3. Prices are subject to change without notice. Whilst every effort is made to ensure information and prices are up to date at all times, in the event of a pricing error, Birdie Bikes reserve the right to cancel a purchase once made, providing a full refund if necessary.

6. Orders and Contract Formation

6.1. By placing an order, you are offering to purchase a product subject to these Terms and Conditions.

6.2. After placing an order, you will receive an acknowledgment email. This email is not an acceptance of your order but a confirmation that we have received it.

6.3. A contract between us will be formed only when we dispatch the products to you.

7. Delivery

7.1. We offer free local delivery for all new bike and turbo trainer purchases. Nationwide delivery is available for parts, accessories, and clothing. For details, please see our Delivery & Returns policies Birdie Bikes Ltd .

7.2. Delivery times are estimates and not guaranteed. We are not liable for delays due to circumstances beyond our control.

8. Returns and Refunds

8.1. If you wish to return a product, please refer to our Delivery & Returns policies Birdie Bikes Ltd for detailed information.

8.2. Certain items may be non-returnable; this will be specified at the time of purchase.

9. Part Exchange

9.1. We offer part exchange on kids' bikes that were originally purchased from Birdie Bikes. Part exchange can only be used against the purchase of a new bike. For more information, please visit Birdie Bikes Ltd.

9.2. For adult bikes, we will consider part exchange, excluding electric bikes. Please contact us for further details.

10. Warranty

10.1. Our products come with a manufacturer's warranty. The terms of the warranty vary depending on the product and manufacturer.

10.2. For warranty claims, please contact us with your proof of purchase and details of the issue.

11. Limitation of Liability

11.1. To the fullest extent permitted by law, Birdie Bikes Ltd. shall not be liable for any indirect, incidental, or consequential damages arising out of or in connection with the use of the Website or the purchase of products.

11.2. Our total liability to you for any claim arising out of or in connection with these Terms and Conditions shall not exceed the price paid for the products.

12. Privacy Policy

12.1. We are committed to protecting your privacy. Please review our Privacy Policy Birdie Bikes Ltd  to understand our practices.

14. Vulnerable Customers Policy

At Birdie Bikes, we are committed to ensuring that all our customers, including those who may be vulnerable, receive fair and appropriate treatment when interacting with our services. We recognize that some individuals may require additional support due to personal circumstances, and we strive to accommodate their needs in a respectful and compassionate manner.

Definition of Vulnerable Customers
A vulnerable customer is someone who, due to their personal circumstances, may be at greater risk of harm when making purchasing decisions or engaging with our services. This may include, but is not limited to, individuals who:

-Have physical or mental health conditions affecting their decision-making ability

-Experience financial hardship or difficulty managing their finances

-Have limited digital literacy or access to online services

-Experience language barriers that impact communication

-Are elderly or have cognitive impairments

-Are experiencing significant life events such as bereavement or job loss

Our Commitment to Vulnerable Customers

We take the following steps to ensure that vulnerable customers are treated with fairness, dignity, and respect:

-Clear Communication: We aim to provide clear, jargon-free information to help customers make informed decisions.

-Flexible Support: Our customer service team is trained to recognize signs of vulnerability and offer appropriate assistance.

-Accessible Services: We strive to make our website, products, and services as accessible as possible, including providing additional support where necessary.

-Responsible Selling: We do not pressure customers into making purchases and ensure that they fully understand their options.

-Financial Considerations: If a customer is experiencing financial hardship, we encourage them to contact us so we can explore suitable options.

If you or someone you know requires additional support while engaging with our services, please contact us

15. Complaints Policy

At Birdie Bikes, we strive to provide high-quality products and services to our customers. However, we acknowledge that there may be occasions when our customers may wish to raise a concern or make a complaint. We take all complaints seriously and aim to resolve them fairly, efficiently, and in a timely manner.
How to Make a Complaint
If you are dissatisfied with any aspect of our service or products, you can contact us through the following channels:

Email: info@birdiebikes.co.uk
Phone: 020 8941 9397
Postal Address: 7 Wensleydale Road, Hampton, Middlesex, TW12 2LP

Please provide as much detail as possible about your complaint, including your contact details, order number (if applicable), and any relevant supporting information.

Complaint Handling Process

-Acknowledgment: We will acknowledge receipt of your complaint within [Insert Timeframe] business days.

-Investigation: Our team will thoroughly investigate the complaint and may contact you for further information if required.

-Resolution: We aim to provide a resolution within [Insert Timeframe] business days. If further time is needed, we will keep you informed of progress.

-Final Response: Once our investigation is complete, we will provide a final response outlining our findings and any proposed resolution.

Escalation
If you are not satisfied with our response, you may request an escalation to a senior member of our team for further review. We will provide details on how to escalate your complaint in our final response.

External Resolution
If you remain dissatisfied with our final response, you may have the option to refer your complaint to an independent dispute resolution body or relevant consumer protection authority.

We value customer feedback and use complaints as an opportunity to improve our services. If you have any suggestions or concerns, please do not hesitate to get in touch.

16. Changes to Terms and Conditions

16.1. We reserve the right to update or modify these Terms and Conditions at any time without prior notice. Your continued use of the Website following any changes constitutes acceptance of those changes.

17. Governing Law

17.1. These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact Information

If you have any questions about these Terms and Conditions, please contact us on 020 8941 9397 or at info@birdiebikes.co.uk.