Moonglu operate under the Distance Selling Regulations, which are in place to protect you when buying items by Mail Order. We offer a flexible returns policy and are happy to accept items back for a refund or exchange if they don’t fit, you’ve ordered the wrong things, the items are damaged or faulty upon receipt or you simply don’t like what you’ve ordered.
Right to return on distance selling applications - Under the Consumer Contracts Regulations 2014, a customer is allowed to return an item if they simply change their mind. A customer has the right to cancel at any time from the moment they place their online or mail order, and up to 14 days from the day they receive the goods. The customer then has a further 14 days from the date they notify the retailer of their cancellation to return the goods - There are exemptions to online returns which include tailor made/personalised goods
Returns or exchanges
There is no need to contact us before you make a return unless you think that our help and advice may avoid you having to return the goods (in the case of a fitting problem etc)
- Goods must be returned within 30 days of receipt
- Goods must be in original packaging
- Goods must not be fitted or used.
Faulty, Damaged or Broken
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. This right is limited to 30 days from the date you buy your product
All goods purchased from Moonglu are coved by a full warranty. The duration of this warranty is at least 1 year but some manufacturers offer extended warranty. Generally speaking, warranties cover manufacturing faults and defects but do not cover damage caused by crashing, abuse, general wear and tear etc. If you feel that the product you have purchased from Moonglu has developed a fault then please contact us before returning goods as many problems may be solved without you incurring postage costs. If the goods need to be returned:
- Goods must be clean, as new in a saleable condition.
- Goods should be accompanied with covering letter
Please be honest when dealing with us, we will try our best to resolve any problem you have as it is in our interest to have a happy customer!
Order Errors
Believe it or not we do make mistakes on the odd occasion! If we have sent you a part which is different to what is listed on your invoice we will be happy to make an exchange and pay your first class postage costs for returning the item.
- Goods must be returned within 30 days of receipt.
- Goods must be in original packaging.
- Goods must not be fitted or used.
- You will have to pay the post office to return the goods but we will refund these costs to your card or send you a cheque for the value.
- We can only refund the cost of 2nd Class Royal Mail or Standard Parcel for larger items. These are both standard services at the Post Office and should arrive within a few days.
- You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 2nd class postage cost.
- Goods must be accompanied with a covering letter.
Specific ExclusionsThe following items are deemed to be custom and non-returnable:
- Hand Built Wheels
- Custom Cut Spokes
We would advise customers to contact us directly to discuss the options prior to placing an order, particularly in the case of custom wheels
Returns Address
Moonglu
57 Blossomgate
Ripon
North Yorkshire
HG4 2AN
If you have a question about a return or exchange please email us at: info@moonglu.com or telephone us on 01765 601106
Moonglu Warranty Policy
All new products purchased fromMoonglu are covered under manufacturers standard warranty, subject to the exclusions outlined below. This protects the consumer against product failures and manufacturing defects.
We work closely alongside our suppliers and honour the manufacturer's warranty, where applicable, which is typically valid for one year from the date of purchase. Some manufacturers do offer longer warranty periods; however, this depends on the brand and product. For brand specific warranty informationplease contact us or contact the brand directly.
Some brands also have specific maintenance requirements which, if not met, can invalidate your warranty. It is therefore recommended that products are suitably maintained and serviced, as specified by the manufacturer. All bicycles bought via the website are covered for manufacturing defects however when received, the bicycle must be assembled by a qualified bicycle mechanic. To ensure that this warranty is upheld, please keep your receipt. Details can be found in product manuals and tech docs on the brand’s website. We also recommend reading through our own guides on general product maintenance.
If a product develops a fault, please contactus as soon as possible.As soon as we receive your claim, we will review the details and advise on the next steps.We strongly advise that you do not use a product if you suspect there is a fault, no matter how minor the issue. Once we have accepted a Warranty Claim, it will be investigated on your behalf, and you will be informed if the claim is successful or not.
If the issue can be resolved without returning the item, we will contact you to let you know your options.
If an inspection is required, we will ask you to return the item and, in certain circumstances, we may send it onto the manufacturer to confirm the fault and whether it is covered by warranty. A free of charge returns service will be offered, where possible, or alternatively reasonable standard return postage fees will be refunded.
Warranty Process:
- Report the fault to Moonglu, preferably by email to info@moonglu.com
- Moonglu will reply within 7 working days, faster in most circumstances
- Return the product to Moonglu for Inspection
- If we believe it is a warrantable claim, the item and fault will be reported to the manufacturer and/or distributor for investigation to determine whether the claim is successful or unsuccessful
If awarranty claim is deemed successful by the supplier or manufacturer, having developed:
- within 30 days of purchase, a replacement or refund will be issued within 14 days of the claim being accepted and deemed successful
- after 30 days from the date of purchase, the item will be repaired* or if a repair is not possible, you may be offered:
- a replacement for the same item or an alternative of equal or greater value* (depending on stock availability, model/ colour may vary)
- a partial refund proportional to the remaining life of the product or commensurate to the part at fault
*Repaired/replacement items will be posted to the original delivery address, unless otherwise specified, and will be covered by a period equal to the remaining warranty period of the original part.
Warranty claims are reviewed on a case-by-case basis and procedures can vary depending on the brand, product, and issue. We will keep you updated at each stage of the claims process, and we will make every effort to offer a resolution as quickly as possible.
Warranty Exclusions & Terms
There are some exclusions to our Warranty Policy, as detailed below:
- Warranty on most products is non transferrable and applies to the original purchaser only. Proof of purchase may be required.
- Mail Order Bicycle purchases are not covered for any faults which may have developed due to poor or incorrect assembly. To ensure that your bicycle is assembled correctly and safely, please ensure that you use a competent and qualified bicycle mechanic and keep your receipt as proof of professional bike build. Moonglu will not accept claims against Mail order bicycle purchases where this proof is not provided.
- Moonglu does not warrant against failure or damage due to accident or misuse such as, but not limited to, incorrect installation, poor maintenance, impact damage, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by Moonglu, damage to product whilst in transit with the consumer (e.g. bike box or bike bag). We recommend that you take out your own insurance to cover accidental damage - particularly on high value items such as bicycles.
- Moonglu does not warrant against corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occur after extended use.
- Moonglu does not warrant against general wear and tear from use of apparel, components, accessories or consumable items.
- Most brands do not warrant against bearings and spokes under warranty for more than a couple of months (3-6 average) as they are classed as ‘consumable’ parts.
- Some brands have specific maintenance requirements which, if not met, can invalidate your warranty.
- Products returned in an unclean or otherwise unsatisfactory condition may be refused and returned.
- Products which have been damaged in return transit due to insufficient packaging may be refused.
- The bike must be returned to us atMoonglu Bike Shop for any work covered by the warranty to be completed by us
- Any work completed by a third party will not be covered on the warranty, unless previously agreed in writing. We do not reimburse any work under any circumstances, unless expressly agreed in writing in advance for the work to be carried out and agreement on the total cost of repairs.
Warranty claims are reviewed on a case-by-case basis and procedures can vary depending on the brand, product, and issue. We will keep you updated at each stage of the claims process, and we will make every effort to offer a resolution as quickly as possible.
If you haven’t received an update within 7 days of your item being delivered to our warehouse, please send us a copy of your postage receipt so that we can look into this further for you, or email info@moonglu.com request an update.
Manufacturer Specific Warranty Policies
Giant/Liv Bicycles – New bikes purchased from a Giant Dealer are delivered with a lifetime frame warranty. This can be transferred to a 2nd owner with the original receipt and frame number giving them an additional 2 year frame warranty. Giant manufactured forks are warrantied for 10 years. All other parts are supplied with their individual manufacturer warranty.
Volt Bikes – New bikes purchased from a Volt Dealer are delivered with a 2 year original owner warranty. This warranty includes the frame, battery, motor and electronic components. All other parts are supplied with their individual manufacturer warranty.
Reserve Wheels and Rims – Reserve Wheelsets and rims are supplied with a lifetime original owner manufacturing defect warranty. Warranty claims for either wheelsets or wheels built by us with Reserve rims should be referred back to Moonglu and we will make the appropriate contact with the Reserve UK distributor.
Moonglu Handbuilt Wheels - All the hand built wheels that leave our shop are built by me, Moonglu owner Neil Dunkley. If you have called or emailed the shop to discuss wheels then it will be me that you have talked to. Everything is dealt with by me, from taking the order, ordering the parts, building the wheels, packaging the wheels and making sure they are posted, I deal with everything from start to finish. Ultimately, if anything goes wrong, it's down to me!
From those that know me, to people that read my website, I hope it comes across that I am passionate about my wheels and I pride myself in their performance. Most clients are paying anywhere between £400 and £2000 of their hard earned money for these wheels and I wouldn't do the same on a website unless I was sure I was buying a quality product.
I am hands on with these wheels but I don't build hundreds of pairs, our orders come in steadily allowing me the time to build each wheel with care and attention. I have been down the route of build them as quickly as possible and it comes back to bite you. I take my time and I believe now that I am building some incredibly good wheels, time after time.
Ultimately, the original question was warranty. My wheels are built up of component parts, hubs, spokes and rims. Each of these are covered by individual manufacturers warranty. This is the reason we have partnered with quality component manufacturers such as Hope Technology, DT Swiss, Chris King, Sapim and Stans No Tubes. Warranty covers manufacturers defects, not rider damage. We cannot warranty fair wear and tear, particularly hub bearing failure unless it is deemed to be premature.
For the build itself I take great pride in the wheel builds. If for any reason they don't stand up to normal use then I will be more than happy to have the wheels collected and inspected at my cost. I will then correct any issues and return the wheels, again at my cost.
Fortunately problems are rare but hopefully this gives further confidence to your purchase.
Complaints
If you are not entirely happy with your recent experience, please raise a complaint by contacting owner Neil Dunkley by emailing neil@moonglu.com or calling 01765 601106.
We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 7days, we will send you a final response detailing our resolution. If we are unable to provide you with a final response at 7 days, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.
Financial Ombudsman Service
If you are dissatisfied with our response and are unable to reach a satisfactory resolution your agreement is regulated by the Financial Conduct Authority. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk