You don't need to be an 'investor' to invest in Singletrack: 6 days left: 95% of target - Find out more
Just ordered a bike from Planet X and im pretty sure Ive got the right size (checked the size chart against my current bike and its near spot on) so Ive got no worries that Ive ordered the wrong size
But whilst reading their returns policy it says the following
Our bikes are custom-built to your requirements, any order cancellations that are made after your bike has commenced assembly will incur our standard re-stocking fee of £125.00. Any amends to your specification will incur our standard workshop fee of £50.00.
So if you change your mind and cancel the bike whilst its being built they will charge £125 to cancel the order, or if you want to change the spec its a £50 charge
Also it says the following
Customers wishing to swap their bike frame will incur a charge of £125, so i presume this means if the bike arrives and its not the right size for you then they will charge £125 to swap it to the correct size for you
Now the above all seems relatively fair as its workshop time they are charging for if you have changed your mind and could delay their build process program
Now what happens if when the bike arrives and you change your mind due to any reason like its the wrong size or your just not happy with it?
Can yo just return it under distance selling regulations and not incur any restocking etc...fees?
As i said im not worried about my order but i am curious to what they can and cant charge for under the distance selling regulations
Distance selling regs has an exclusion for anything custom built.
Whether that applies to standard builds which are built to order I'm not entirely sure.
I've just been reading up on cusi builds and distance selling regs
My bike is a standard build, Ive not changed anything from the basic spec they offer
So I wonder if it can't be called a custom build but it is built to order from parts rather than a pre built bike in a box
Sounds like there not far off refusing refunds and offering vouchers.
Their model is stack em high, sell em cheap. They don't have good customer service when things go wrong. Maybe this money will pay for customer service?
When you buy online you don't get that same relationship you get with a LBS but it's significantly cheaper.
I understand their policy on a custom bike but on a stock bike I think it's taking the p1ss
Are they really named after a legendary doomsday event conspiracy?
https://en.wikipedia.org/wiki/Nibiru_cataclysm
I'd imagine they are closing the bikes as built to order, and therefore manage to wiggle around and grant themselves the fee.
See also: DFS. Their sofas are all 'custom built', apparently, as you can choose from a variety of fabrics.
At least you've read the TCs beforehand, and know you're gonna get shafted.