Consumer Rights
Moonglu is a UK based bike shop. We trade from premises in Ripon, North Yorkshire under compliance with UK Consumer law.
We also trade online through our website ‘www.moonglu.com’ under compliance with the Distance Selling Regulations.
Our compliance with UK Law means that you will be protected as a customer both at time of purchase and with any subsequent problems that you may have.
Our Terms and Conditions do not affect your statutory rights.
Distance Selling Regulations give you a 7 Day ‘Cooling Off’ period, giving you a right to change your mind without written reason up to 7 days after the initial purchase.
Pricing
Our stated prices are UK RRP including VAT (Value Added Tax) at the current UK standard rate of 17.5%.
VAT does not apply to orders that are to be shipped outside the EU or to Tax Free areas such as the Channel Islands.
While we do our best to ensure our prices are up to date and correct, errors may occur and in this case you will be contacted before your order is shipped.
In the UK helmets are already VAT free, so price is not affected by delivery destination.
Processing of Orders
Orders through our website can be placed at any time. Orders received during business hours (stated under ‘Opening Hours’ in store and on our website) will be processed, packaged and dispatched on the same day.
Those received outside our business hours or after standard dispatch times will be processed and packaged, then dispatched on our next business day.
Confirmation of Dispatch emails/texts will be sent along with tracking details as soon as the package has been dispatched.
Small items will be dispatched using Royal Mail’s 1st Class Recorded Delivery service.
Delivery times are usually 1-2 days with this service. Larger items including bikes, bike frames, forks and helmets will be dispatched using Parcel Force 48hr service.
Payment
Moonglu use RBSWorldpay as their secure online payment provider through our website.
Confirmed orders will be sent to RBSWorldpay for secure payment. Payment can be made using most major credit and debit cards.
For those clients not happy with online payment, Moonglu can process payments in the more traditional Mail Order style.
Should a customer identify a product they wish to buy on our website but do not wish to use the online payment facility,
please contact Moonglu on (01765) 601106, explain your intended purchase to one of our staff members, then give your card details over the telephone.
The order can then be processed internally. Please be advised, we will ask for the card holders name, full UK postal address, telephone number, card number, card start date, card expiry date and 3 signature strip numbers.
Without these details, orders cannot be processed over the telephone.
All details taken are processed confidentially.
Moonglu accept most major credit cards for online orders. You will be asked to enter your card details and the name and address of the card holder when you place the order.
These details will be checked and we may hold an order until we receive the correct details. You will be contacted if we find the card or address details to be incorrect.
We take online security seriously and have taken several steps to ensure that your payment information is processed confidentially and accurately.
Returns
We also offer a 7 day 'Cooling Off' Period' which gives you 7 days after receipt of the goods to effectively change your mind.
In all instances, we ask that the goods be returned, either unopened or in undamaged packaging with an explanation for the return. Goods or parts must not have been fitted or used. The goods must be returned to us within 30days of the original receipt. Where there has been a 'change of mind', please contact us by phone or email to alert us the pending return.
Full refunds will be given on receipt of undamaged, unaltered and unused goods. Please do not attach postage labels or tape direct to the item, please ensure that they are fully wrapped first.
Circumstances for 'Customised Goods'
Some purchases may be deemed 'custom', where either wheels or bike frames have been built to an exacting customer specification.
These items will be categorised as 'Custom' and Moonglu will not be obliged to accept these items back for either a refund or exchange.
Therefore, it is critical when ordering custom items that both Moonglu and the customer are clear before the time of order what the exact specification will be for the item and if necessary customers will be asked to provide a signed confirmation of the order.
All items should be returned to:
Moonglu, 56-57 Blossomgate, Ripon, North Yorkshire, HG4 2AN
Faulty, Damaged or Broken
All goods purchased from Moonglu are covered by Manufacturer’s warranty. The duration of the warranty is one year, but some manufacturer’s offer extended warranty.
Generally speaking, warranties cover manufacturing faults, and defects but do not cover the damage caused by crashing, abuse, general wear and tear etc.
If you feel that the product or item purchased has developed a fault then please contact us before returning the goods.
If goods are returned then they must be clean, not covered in dirt and oil.
Stock Levels
All of the goods listed on the Moonglu website are in stock. We will not list anything that is not available in our store.
Privacy
Moonglu are committed to protecting your privacy. When you make an online order, we need to know your name, e-mail address, credit card billing address, delivery address, credit or debit card number and associated details.
This enables us to process the order, and to notify you of the order status.
You have trusted us by giving us these details and Moonglu promise not to use these details for any other reason than processing your order or informing you about the products and services of Moonglu.
We will not pass on any of your details on to third parties for profit or otherwise.
Changes
If we decide to change our Terms and Conditions, we will post these changes on this page so that you are always aware of your rights and the collection and use of information.