Cancellations, returns and refunds
1. Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement
1.18 All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
1.19 Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
1.20 To meet the cancellation deadline, please notify us via email or phone about cancelling the order before the cancellation period has expired.
1.21 If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.
1.22 We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.
1.23 Once you have notified us that you wish to cancel the order, any sum debited to us will be refunded to you as soon as possible and in any event within 14 days of your cancellation.
Returns are also subject to the following conditions:
- Items should be returned unused in their original condition in order to secure a refund.
- Items are returned complete with all packaging in good condition.
- We cannot accept any items which have been specially manufactured to your specification unless previously agreed.
- All returns are to be accompanied by the senders name and address, and reason for return.
- We cannot accept responsibility for returned parcels which are undelivered, please retain your proof of postage etc., you may require it on the event of a claim with your carrier.
MULE, Salop rd, oswestry, shropshire, sy11 2nr
Terms and Conditions
These terms and conditions govern your use of our website. Please read these terms in full before you use this website. If you do not accept these terms and conditions, please do not use this website. Your continued use of this website confirms your acceptance of these terms.
Website access
1.1 It is not necessary to register with us in order to use most parts of this website. However, particular areas of this website will only be accessible only if you have registered.
Use of website
1.2 This website may be used for your own private purposes and in accordance with these terms and conditions.
1.3 You may print and download material from this website provided that you do not modify or reproduce any content without our prior written consent.
Website uptime
1.4 All reasonable measures are taken by us to ensure that this website is operational all day, every day. However, occasionally technical issues may result in some downtime and accordingly we will not be liable if this website is unavailable at any time.
1.5 Where possible we always try to give advance warning of maintenance issues that may result in website down time but we shall not be obliged to provide such notice.
Visitor provided material
1.6 Any material that a visitor to this website sends or posts to this website shall be considered non-proprietary and non confidential. We shall be entitled to copy, disclose, distribute or use for such other purpose as we deem appropriate all material provided to us, with the exception of personal information, the use of which is covered under our Privacy Policy.
1.7 When using this website you shall not post or send to or from this website any material:
(a) for which you have not obtained all necessary consents;
(b) that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;
(c) which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.
1.8 We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material to this website in breach of Paragraph 1.7.
Links to and from other websites
1.9 Throughout this website you may find links to third party websites. The provision of a link to such a website does not mean that we endorse that website. If you visit any website via a link on this website you do so at your own risk.
1.10 Any party wishing to link to this website is entitled to do so provided that the conditions below are observed:
(a) you do not seek to imply that we are endorsing the services or products of another party unless this has been agreed with us in writing;
(b) you do not misrepresent your relationship with this website; and
(c) the website from which you link to this website does not contain offensive or otherwise controversial content or, content that infringes any intellectual property rights or other rights of a third party.
1.11 By linking to this website in breach of clause 1.10 you shall indemnify us for any loss or damage suffered to this website as a result of such linking.
Disclaimer
1.12 Whilst we do take all reasonable steps to make sure that the information on this website is up to date and accurate at all times we do not guarantee that all material is accurate and, or up to date.
1.13 All material contained on this website is provided without any or warranty of any kind. You use the material on this website at your own discretion.
Exclusion of liability
1.14 We do not accept liability for any loss or damage that you suffer as a result of using this website.
1.15 Nothing in these terms and conditions shall exclude or limit liability for death or personal injury caused by negligence which cannot be excluded or under the law of the United Kingdom.
Shipping
1.16 Your order will be processed and delivered without undue delay, no later than 30 days after your order has been placed.
1.17 Please allow for up to 7 working days for delivery following the dispatch of your order.
Law and jurisdiction
These terms and conditions are governed by English law. Any dispute arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the Courts of England and Wales.
MULE Cycles Vulnerable Customer Policy
Our aim at MULE Cycles is to ensure that our operations, including those of our subsidiaries, partners, and providers, do not adversely affect vulnerable customers. Vulnerable customers, as defined by the Financial Conduct Authority (FCA), are those whose circumstances require us to take extra precautions in selling and providing services to prevent any disadvantage.
Definition of a vulnerable customer:
The FCA considers a vulnerable customer as someone especially susceptible to detriment, particularly when a firm is not acting with the required level of care. It includes those facing challenges due to mental health, special needs, or other circumstances.
Identification of vulnerable customers:
Our staff is trained to identify vulnerable customers and take additional steps to assist beyond standard procedures. However, recognizing these characteristics is not always possible. If you believe you may be a vulnerable customer, please read and notify us immediately of your specific needs.
Vulnerability groups:
We acknowledge that certain customer groups may be vulnerable. While not all individuals in these groups may be vulnerable, we consider each case individually. These groups may include customers with communication difficulties, reduced physical or mental capacity, health issues, sudden serious illness diagnoses, and challenging personal circumstances.
Key principles for engaging with vulnerable customers:
- Upon identifying or being approached by a vulnerable customer, we will promptly record the situation and adhere to this policy.
- Provide additional opportunities for customers to ask questions and seek confirmation of their understanding.
- Inquire if anyone is present to assist. If not, we may make arrangements to continue discussions at another time.
- Offer the opportunity to complete transactions after further consideration, providing more time and flexibility.
- If possible, assist vulnerable customers in understanding alternative options available to them.
MULE Cycles is committed to treating all customers, especially those in vulnerable circumstances, with fairness and care.
Complaints:
We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 5 working days, we will send you a final response detailing our resolution. If we are unable to provide you with a final response at 14 working days, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.