Please do take the time to read this information. its very dry and technical as you'd expect but it does mean that we'll all be clear about the nature of the relationship between us as retailer and customer. This section contains all you need to know on ordering and payment and what to do if you have any problems at all with our products or us.
We work very hard to get things right and hope you find what you need below. if you don't then please do contact us on any of the numbers on our contact page.
A. Payment Methods
1. CREDIT/DEBIT CARDS
We accept the following credit/debit cards: Switch, Solo, Visa, Mastercard, Visa Debit, Visa Prospect, Maestro and Electron.
For your security all card transactions are completed on our secure server, to confirm this a small padlock will appear at the bottom of your browser window.
We charge your credit card in Pounds Sterling at the time of order and the credit card company will make the exchange to the local currency. As exchange rates vary you will have to check with your credit card company for the exact rate.
ONLY AVAILABLE TO UK MAINLAND CUSTOMERS
If you wish to pay for your order by cheque or bankers draft then you will need to print off the completed order form that will be automatically emailed to you after you have confirmed your order. You will need to send this form along with a cheque or bankers draft to:
All payments should be made in Pounds Sterling and made payable to 'Re-Cycling.'
We accept paypal. Please note we can only accept paypal direct payments and not the ridiculous paypal 'echeque' which takes more than 10 days to clear. We also cannot take paypal payments from new paypal customers who have not already signed up to paypals 'expanded use' programme which is vital if you wish to make paypal purchases of over £500 via paypal. Again this is because of huge delays that result. Paypal payments should be made to the following email address: info at kinetic-one co uk
4. VAT refunds for orders sent to BFPO and FCO addresses
We can refund VAT on items sold by kinetic-one and sent to BFPO and FCO addresses, as long as the address is located outside of the United Kingdom.
You must put your address as follows:
* BFPO Addresses based outside of the EU: In order to request a VAT refund for a BFPO address outside of the EU, please email us once your order has been processed. Remember to include the order number with your request.
* BFPO Addresses based within the EU: Before we can issue a VAT refund for an order dispatched to a BFPO address which is within the EU, UK VAT legislation requires us to obtain a "certificate of entitlement" confirming that the items have been shipped to and received by a qualifying body or person as set out in paragraph 14.2 of HM Revenue and Customs Notice 725 dated December 2009. kinetic-one will accept a copy of the order receipt which was dispatched with the item(s), signed and stamped by the head or acting head of the embassy, high commission, consulate, visiting force contingent or international organisation, with evidence of the official status of the signatory.
For goods which are shipped to BFPO customers in Cyprus or Germany, kinetic-one requires a certificate from the person placing the order uniquely identifying the supply for which relief is claimed, and claiming entitlement as follows:
- for British forces in Cyprus - under Article 14(1)(g) of EC Council Directive 77/388/EEC, or
- for a visiting force in Germany - under Article 15(10) of EC Council Directive 77/388/EEC.
kinetic-one requires this certificate in accordance with Section 14 of HM Revenue and Customs Notice 725 dated December 2009. If this certificate is not supplied, kinetic-one cannot make a refund.
Please send the stamped receipt or certificate, quoting all the qualifying order numbers for which VAT has not been refunded to:
B. Warranty issues - general
Just contact us if you have a warranty problem. All goods supplied by us are from official sources within the UK and are covered by the normal manufacturers warranty.
C. Statutory Rights
- When will my order be despatched?
Your order will be shipped in accordance with the shipping method and estimated time frames chosen.
- What happens if you only have part/none of my order in stock?
We'll wait up to a week for all the items to arrive, then send your order out with all parts then available to us. We will refund payment for any items still outstanding. It is very unlikely that this situation will arise as we use very well organised suppliers!
- What do I do to cancel an order?
If you want to cancel an order before we've despatched it, just send us an email.. We try to despatch things very quickly so you need to contact us straight away!
- Returns policy stock items
If you've received item(s) from us and you don't want to keep them for any reason, return the goods to us within 7 days and we'll give you a full refund for the cost of the item(s). Returned goods must be unused and in a saleable condition. Please contact us before sending back your goods as there are important considerations such as postal insurance cover to be aware of. Once we've received the goods back, we will credit you by your original payment method straight away. Conditions are:
Who pays the postage on returned items?
If a customer returns items to us for any reason they will need to pay the postage costs to return it to us.
Where the customer arranges for an item to be returned to us for any reason it is the customer's responsibility to provide any insurance cover against loss/damage. Any goods lost/damaged en route to us are not our responsibility.
We cannot refund any 3rd party charges: such as any ebay charges.
Where Should I send my Item?
My Product has a Fault. What do I do?
If a fault develops you must stop using the product immediately and contact us.
Where goods purchased are alleged to be defective, the purchaser agrees to return such goods to the seller (see returns policy above before sending items back to us) for inspection and report (without the seller replacing the said goods prior to such inspection). The purchaser further confirms that it shall be reasonable for the seller to inspect, repair or replace (at its option) such defective goods and allow manufacturers to undertake inspections so as to allow production methods to be modified.
The purchaser also accepts that it is reasonable to inform the seller of any interruption, defect or other failure prior to contacting independent third parties or incurring expense and, in addition, to allow the seller to remedy the defect, failure or interruption.
For specific information relating to complete cycles, please see section D - below.
What do I do if there's any other problem with my order?
If you have any problems with an order from us, send us an email. We'll tell you exactly what steps we're going to take to rectify the problem.
What delivery method does Kinetic-one use?
We use Royal Mail for smaller items and couriers such as UPS for larger or priority items. This means that your goods will usually arrive the next working day for most of the UK mainland and within 2 days for complete bikes.
If your delivery address is in the Scottish Highlands & Islands, Isle of Man and Northern Ireland , delivery times may be extended, depending on where exactly you live. If you have a problem with a delivery or with goods damaged in transit, send us an email.
Is my credit/switch card number secure?
Yes! The area of our site that collects your credit card information is hosted on our own secure server. Before you can send us your details, your computer establishes a direct connection to our server. The latest encryption technology (SSL) is used to enable secure transfer of your personal data over the Internet.
WE NEVER STORE ANY CARD INFORMATION AND NEVER WRITE DOWN CARD NUMBERS ON PAPER. WE ENTER PAYMENT DETAILS ELECTRONICALLY INTO OUR SYSTEMS AND THESE ARE AUTOMATICALLY DELETED UPON PAYMENT.
WE ARE FULLY COMPLIANT WITH PCI REQUIREMENTS.
Experiencing discomfort on your bike? Not putting down the power you think you can? Concerned your Bike is the wrong size?