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Customer Service

Shipping & Delivery
Most orders over £20, within the UK qualify for free delivery (excludes cardboard bike boxes), any orders under £20 will incure a small delivery, packaging and handling charge. Orders placed for delivery outside of the UK will not usually qualify for free delivery, a subsidised charge will be applied in these cases.
Privacy Policy & Security

Cyclo Monster is a trading name of Cyclo Monster Ltd is registered in the United Kingdom at 76 Derby Road, Spondon, Derby, DE21 7LX  / Company No: 8379739 / VAT No: 161 7829 89. 

Cyclo Monster Ltd are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998 and General Data Protection Regulations 2018). We collect information about you for 2 reasons: firstly, to process your order and secondly to provide you with the best service possible. We will not email you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us in the future.

The type of information we will collect about you when you place an order or register on our web site includes:

  • Name

  • Address

  • Phone Number

  • Email Address

  • Credit/Debit card details

  • IP Address

This information is already stored on our internal systems and our website simply verifies you as a customer of Cyclo Monster. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by visiting your account or emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We will not transfer or sell your information. We may use technology to track the patterns of behaviour of visitors to our site. If you have any questions/comments about privacy, you should email us at here 

Use of personal information

We use the information you provide for the following purposes:

  • To send updates regarding the status of your enquiry or order

  • To send newsletters and details of offers and promotions in which we believe you will be interested

  • To improve the design and content of the Cyclo Monster.com website

  • To understand the buying behaviour of our registered users

  • To perform other general marketing and promotional activities focused on our products and services

When you place an order we need to know your name, email address, delivery address, credit or debit card number and the card's expiry date. This allows us to process and fulfill your order and to notify you of the status of your request. We may also ask for your telephone number which enables us to contact you urgently if there is a problem with your order.

Your Consent

By submitting information to Cyclo Monster you consent to the collection and use of this information by Cyclo Monster and it's Service Provider (if any). If we decide to change our privacy policy, we will post those changes on this page so that you are aware of what information we collect, how we use it and under what circumstances we disclose it. 

Your Email Address

Your e-mail address will be used to communicate with you about your order and products purchased.

Your e-mail address will be used for our marketing purposes unless you unsubscribe. It is possible to unsubscribe at any time, via the My Account section of https://www.cyclomonster.com/customer/account/ or If you do not wish to receive information about our products or services you can unsubscribe by clicking the unsubscribe link, which exists on all of our marketing emails sent by Cyclo Monster, or by managing your subscription status in your account pages on the Cyclo Monster website. 

Data Security

We have designed our site to protect the information we collect online from unauthorised access. We safeguard your private information by implementing the appropriate physical, electronic and managerial procedure necessary to protect your privacy. To further protect your security, we also take the reasonable steps to verify your identity before granting access to your personal profile or making data changes. We are committed to protecting your privacy and have security measures in place to prevent unauthorised access to and disclosure of your personal information. 

Improving Our Service

Cyclo Monster does not sell, trade or rent your personal information to others. To better tailor our services to our customers' needs, we use non-identifying and aggregate information to help us make decisions on how to improve Cyclo Monster. We also share this generic information with our advertisers and other interested, reputable parties with whom we have established a formal business relationship. For example, we may tell advertisers which areas of the site have received the most customer traffic overall, or more specifically, how many customer types have visited certain pages. However, we do not disclose the identifying information of individual customers with advertisers. We also do not use or share the personally identifiable information submitted to us by any other means without providing our customers the choice to opt-out or otherwise bar such unrelated uses. 

Cookies

Cookies are alphanumeric identifiers that are transferred to your computer's (or alternative web browsing device’s) hard drive through your Web browser to enable our systems to recognise your browser and to provide rich shopping features such as recommend products and loyalty discounts, as well as the storage of items in your Shopping Basket between visits. The Help menu in most common browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. However, because cookies allow you to take advantage of some of Cyclo Monster’s essential features, we recommend that you leave them turned on. For instance, if you block or otherwise reject our cookies, you will not be able to add items to your Shopping Cart, proceed to Checkout, or use any Cyclo Monster.co.uk features that require you to Sign in. If you do leave cookies turned on, be sure to sign off when you finish using a shared computer. 

Analytic Tools

Google Analytics is a system used by many websites to record information about visits to their website. Google set six different cookies with expiry dates ranging from 30 minutes to 2 years. These cookies are used mainly to differentiate between first time visitors to a website and repeat visitors. They also allow us to ensure our website performs as well as possible for our users. The cookies are able to collect an anonymous customer number when a user is logged into the website, allowing our backend systems to ensure accuracy of Google Analytics data and help us ensure your website experience remains relevant across devices. They do not contain any personally identifiable information. You can find out more about how Google use cookies at http://www.google.co.uk/policies/privacy/ (English only) 

Cyclo Monster may from time to time share your details with third party analytical resources for the purposes of better understanding customer behaviour and performance, website performance, improved ad relevance and any other analytical process to give Cyclo Monster a better understanding of how to develop its offering to its customers. These third parties will be employed solely for the purpose of the aforementioned analytical purposes, and as such Cyclo Monster will ensure that the third party is contractually obliged to use the data only for the analytical purposes set out in the agreement between Cyclo Monster and the third party, and Cyclo Monster will also ensure that the third party is contractually required to maintain a level of security around the shared data, at least as safe as Cyclo Monster itself employs. Failure on the part of the third party to meet its contractual obligations will result in Cyclo Monster recovering the data, and taking all reasonable actions to ensure the third party no longer has access to the shared data. Any third party cookies used on Cyclo Monster will adhere to the same standards as first party cookies and not collect any personally identifiable information.

 

Social Media Plug-ins

Social Media Plug-ins for Facebook and Twitter obtain data for tracking purposes. 

International Privacy

The above privacy statement may not be applicable in all countries of Cyclo Monster visitors or registered community users, as security policies may vary according to the individual Internet laws in each host country. 

Disclosures

We will not pass your information to any third parties. You can also email us to stop receiving any information about us and our services by clicking here. If you have any queries about our Privacy Statement you should contact us by e-mail [email protected] Monster.co.uk. 

Privacy, Copyright and Disclaimer

Cyclo Monster maintains a strict privacy policy in full accordance with the Data Protection Act 1998.

We expect you to maintain the confidentiality of your username and password for your Cyclo Monster account. 

We will never sell or pass on your name and address to any other organisation without your consent. Your details are confidential and you will never receive unsolicited mail as a result of ordering from Cyclo Monster. 

Unless otherwise stated, all rights, including copyright, in the content, text and graphics of these Cyclo Monster web pages are owned and controlled for these purposes by Cyclo Monster Ltd. You are not permitted to copy, broadcast, download, store, transmit, show or play in public, adapt or change in any way the content of these Cyclo Monster pages for any other purpose whatsoever, in any medium, without the prior written permission of Cyclo Monster Ltd. 

In accessing Cyclo Monster web pages, you agree that you may only download the content for your own individual and non-commercial use.

 

Returns & Replacements

As long as the item is not fitted or used and is in a resalable condition we are happy to receive it back for a refund or exchange:

  • Parts, Accessories and Clothing can be returned within 30 days of purchase instore or online.
  • Bikes + Frames can be returned within 14 days if ordered online and within 30 days for faulty/damaged goods.
  • Goods must be in original undamaged packaging and packed to prevent damage during transit.
  • Goods must not have been fitted or used.
  • We recommend using a recorded postal service.
  • We are not responsible for the cost of returning items unless we sent you the wrong item or the item was damaged or faulty. In which case we will refund reasonable postal costs, excluding special delivery or premium postal services.

NOTE: Please do not tape up or attach labels direct to the retail packaging, please wrap the product first.

Ordering
We do our best to ensure availability of all advertised products and endeavor to despatch all parts within the quoted time.
We aim to ship all instock items ordered before 2pm the same day where possible, excluding weekends and bank holidays. 
If there is a delay we will inform you of this via email or phone and the product will be despatched as soon as it is available. If you have ordered multiple items they may arrive separately.We have no liability to you for any delay in the delivery of products ordered. Selecting a next day service does not guarantee the item will be delivered next day only that a next day service is used.
If a next day service is required we advise calling to ensure we can ship the item the same day. We will do our best to get all orders sent out as quickly as possible. You have the right to cancel delayed orders at any time.Occasionally we find ourselves having to withdraw an item because it has become obsolete or has been discontinued. If you have placed an order for an item that has been made obsolete we will inform you as soon as possible and offer you an alternative if one is available.
Payment, Pricing & Promotions
Payment over the Internet can be made via PayPal or credit card using Visa, Visa Electron, Mastercard, Switch/Maestro or Solo cards, PayPal. Card charges will appear on your statement as "Cyclomonste". A PayPal account is not required to make a credit card payment, after clicking the PayPal option there is a link to pay without having a PayPal account.
Due to the nature of the clearing system your payment will be taken at the point of processing. If a problem in supply should occur, your payment method will be refunded as swiftly as possible.  The refund may take a couple of days to show as cleared funds on your account, depending on payment provider.
We reserve the right to amend or cancel an order in the event of incorrectly displayed prices or incorrect discount codes.
If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your country. These and any additional charges for customs clearance are your responsibility.
Deposits placed on any items are none refundable.
Special orders items (i.e not instock at time of order and ordered in specifically for a customer) that are canceled after order will incure a 15% restocking fee or loss of deposit.
Viewing Orders
Orders can be viewed in the acounts tab, in My Account
Updating Account Information
You can help us update and maintain the accuracy of any personal information you supply by using the account profile pages or notifying us of any changes to your address, title, phone number or e-mail address.