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Delivery and Returns

Delivery & Returns

Delivery

  • International order will be despatched via TNT/FedEx or DHL.
  • Despatch time may vary according to availability and any guarantees or representations made as to delivery times are limited. Subject to any delays resulting from postal delays, customs or force majeure for which we will not be responsible.
  • If your delivery address is in the Islands, delivery times may be extended, depending on where exactly you live.
  • Deliveries cannot be made to PO Box addresses. Duff Cycles strongly advises against deliveries to be made to hotels or third party couriers. Any orders made, to be sent to a hotel or a third party courier, are entirely at the risk of the client.  Therefore, we regret to inform, that Duff Cycles cannot accept any liability for orders that fail to arrive to the hotels or third party courier, or are damaged on receipt. We will, however, do what we can to help in cases like these.
  • All shipments outside the EU/Shengen Zone are shipped Incoterms DAP, meaning the receiver is responsible for all import duties and customs clearance costs. Delivery cost charges include the shipping costs and insurance only!

Cancellations

  • Orders may be cancelled at any time before they are prepared by our team, simply visit your account and follow the steps for a full refund. If the item has already been despatched then please see our returns policy.
  • Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a right to cancel your order in writing (except for customised products) 14 working days beginning with the day after the day on which the consumer receives the goods. Please see returns policy for guidance on method and costs of return.

Returns 

  • Duff Cycles offer a very helpful and hassle-free returns policy, after all, we are here to help you! Read bellow to see full details of our returns policy.
  • You are entitled to returns as per Dutch Consumer Law.
  • You have the right to cancel your order and return your item within the quoted time frame. Please notify us through email of your intention to return your item(s) by following the steps provided. For full return guidelines read information bellow.

 

*Please note: Any in-store collections being paid for on collection will be cancelled if not collected within 5 working days. 

Unwanted item/Not faulty

If you have changed your mind on your purchase, you have 14 days to return it!

Please make sure you respect the following criteria:

  • Products must be in the unused condition that you received them and in the original box (unmarked) and packaging

If your return order adheres to the above criteria, please follow these steps:

- You can download the necessary Claim Form.

- Fill the form with necessary information and the item(s) you wish to return.

- Return the form back to us by email at [email protected] and wait for confirmation email from us.

- Please print your returns slip and include confirmation that you will get by e-mail from us INSIDE the box or bag.

- Please put the product and the manufacturer’s packaging inside a box or bag.

- On the OUTSIDE of the box please write:

  • “Duff Cycles” - Returned Items/Not Faulty
  • Unit 45 OMni Shopping Centre, Santry, Dublin 9, Dublin, Ireland. D09YV10
  • Your name
  • Your original order number (which can be found in “My Orders” section of your account)

- Take the parcel to your local post office. We encourage you to use a tracked service when sending any parcels to our return address in Dublin to avoid any delays as Duff Cycles cannot be responsible for any undelivered parcels. Please inform us that you are returning your item/s to our returns address by providing us with tracking number and company so we can follow up on its status. Cost must be covered by you, the customer.

NOTE! Customers with outside EU orders before return should make sure to contact your local tax authorities to confirm if any refunds on import taxes need to be settled.

Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into Ireland and being returned to sender.

When your refund is processed, the funds will be returned. You will receive an email that confirming the refund, meaning that your return has been received and processed.

*Please note for unwanted / not faulty items you will need to pay the postage to get the item to the returns address.

Faulty Item

If an item is faulty, it will need to be returned to us for a full inspection to ensure it is covered by the warranty. To return a faulty item please follow the procedure below:

- All used items must be cleaned before being returning to us, in order for us to be able to clearly find the fault and assess it for warranty claims. Items shipped in an unacceptable state will be returned to you.

- You can download the necessary Claim Form.

- Fill the form with necessary information and the item(s) you wish to return.

- Return the form back to us by email and wait for confirmation email from us at [email protected]

- Please print your returns slip and include the confirmation that you will get via e-mail from us, INSIDE the box or bag.

- Please put the product and the manufacturer’s packaging inside a box or bag.

- On the OUTSIDE of the box please write:

  • “Duff Cycles” - Warranty Items/Faulty
  • Unit 45 OMni Shopping Centre, Santry, Dublin 9, Dublin, Ireland. D09YV10
  • Your name
  • Your original order number (which can be found in “My Orders” section of your account)

-

Take the parcel to your local post office. We encourage you to use a tracked service when sending any parcels to our return address in Dublin to avoid any delays as Duff Cycles cannot be responsible for any undelivered parcels. Please inform us that you are returning your item/s to our returns address by providing us with tracking number and company so we can follow up on its status. Cost must be covered by you, the customer.

NOTE! Customers with outside EU orders before return should make sure to contact your local tax authorities to confirm if any refunds on import taxes need to be settled.

Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into Ireland and being returned to sender.

When your refund is processed, the funds will be returned. You will receive an email that confirming the refund, meaning that your return has been received and processed.

We will refund you the value of the goods plus what you pay for delivering it back to our address in Ireland. N.B.: Please keep the receipt of what you paid for postage. We will contact you when we are processing the return if the cost you paid is not stated in the box.  

Wrong Item

If we have accidentally sent you the wrong item, please contact us.

Bike Returns

If you are not happy with your bike for whatever reason, you are welcome to return it to us for a refund so long as it is still new and un-ridden. Please let us know within 14 working days and we will arrange the return with you.

Please note the following:

Be sure you are happy with the bike when ordered and once received, as once used, returns cannot be accepted. We recommend you keep hold of the packaging just in case you need to return the bike to us. If you would like to return your bike within the 14 day period, you will need to cover the cost of returning the bike, along with ensuring the bike is securely packaged for transit as originally received.

Your bike is covered by the Duff Cycles guarantee and the respective manufacturer’s warranty, please contact us for details. If your bike develops a fault within the warranty period please contact us before returning the bike or any of its components as problems can often be resolved without any postage costs being incurred. For health and safety reasons, please ensure that any returns sent back to us are clean.

You cannot return bikes and bulky items using the local returns address, when you contact us we will be able to help you arrange an alternative returns method.

Returns are NOT accepted on the following items:

  • Labour / services / rentals (if there’s an issue, please talk to us!).
  • Consumables such as batteries, snacks, drinks, energy bars, etc.
  • Items that show wear or abuse.
  • Clothing with tags removed including gloves, hats, shirts, etc.
  • Used parts, closeout or sale items, as well as ex-display models.
  • Any employee of Duff Cycles can refuse a return at their discretion until manager approval is obtained.

None of the above

If none of the above situations apply to your case, please contact us.

 

Cancellation Form

If you want to cancel your contract of sale with us you may use this form and email or post it back to us at the address below.

To: www.duffcycles.com
Address: 45 Omni Park, Santry, Dublin 9, D09YV10
Email: [email protected]

I hereby give notice that I cancel my contract of sale of the following goods or services:
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Ordered on: ______________________________________

Received on: ______________________________________

Customer name: ______________________________________

Customer address: ____________________________________________________________________________

Signature (only required if you are returning a hardcopy of this form):

______________________________________

Date: ______________________________________

 

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