Terms and Conditions
Complaints Policy;
If you are not entirely happy with any recent purchase or experience with us, we would encourage you to raise a complaint by contacting us on 01924 496873 or emailing us at sowerbybros@hotmail.com .We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 7 days, we will send you a response detailing our decision and resolution. If we are unable to provide you with a final response within 7 days, we will contact you explaining our reason for the delay and when we expect to issue you with a final response.
Vulnerable customer policy;
We recognize that from time to time we may be dealing with a customer who could be identified as vulnerable. This could be for any one of a number of reasons such as;
a. Elderly individuals.
b. Customers with disabilities, including physical, sensory, cognitive, or mental health impairments.
c. Customers experiencing financial hardship or debt-related difficulties.
d. Customers with limited English proficiency or communication barriers.
e. Individuals identified as vulnerable by a recognized authority or social service agency.
All our staff will be trained in how to identify signs of vulnerability and also how to address such a customer and also provide assistance with form filling, document submission, or navigating online platforms if required.
We will allways ensure that all personal information shared by vulnerable customers is handled in accordance with data protection regulations and treated with strict confidentiality.
We will obtain explicit consent from customers before sharing their information with external agencies or organizations, unless legally required or in the customer's best interest.
Refund policy;
Return of Product.
When returning a product, it is the sole responsibility of the customer to ensure that any goods are repackaged securely and goods are recieved back in the same condition they were recieved in. Only when goods are recieved back in the condition sent, will a refund be issued.
Refund Method
Refunds will be made by the method of payment which was used to pay for the instrument/item ie PayPal to PayPal, Wire to Wire, Cash to Cash.
We will offer a refund to customers if they’ve told us within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods to us once we have been notified.
Under the consumer rights act 2015, a consumer has up to 30 days to reject goods as stated below;
The time limit for exercising the short-term right to reject is the end of 30 days beginning with the first day after these have all happened—
(a)ownership or (in the case of a contract for the hire of goods, a hire-purchase agreement or a conditional sales contract) possession of the goods has been transferred to the consumer,
(b)the goods have been delivered
Full consumer rights act can be found by clicking this link;
https://www.legislation.gov.uk/ukpga/2015/15/section/19/enacted
Sowerby Brothers Cycles Ltd is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our FCA registration number is 665383. Sowerby Brothers Cycles Ltd offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Credit is provided subject to affordability, age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.