Terms & Conditions
WHEN YOU BUY FROM PACE YOU ARE AGREEING TO THESE TERMS AND CONDITIONS.
Pace Cycles is a family business and is one of the founding companies of the UK MTB market. We're totally independent and keen to ensure we create happy satisfied customers. If things go wrong, we’ll always do our best to sort the issues out. Our terms and conditions below will help you understand how that process works. Please read them carefully and simply call us for a chat if anything is unclear or you need an issue addressing.
These terms and conditions apply to all areas of Pace business including service work, webshop orders, telephone or mail orders and orders placed when visiting our offices. All contracts shall be governed in accordance with English Law and any dispute between us will be resolved exclusively in the courts of England.
We control the ways your personal data are collected and the purposes for which your personal data are used by Pace Cycles Limited and are the “data controller” for the purposes of the UK Data Protection Act 1998 and EU General Data Protection Regulation (GDPR).
In order to receive or use services on our website you are required to give us some personal information about yourself.
By entering your details in the fields requested, you enable Pace Cycles Limited and its service providers to provide you with the services you select. Whenever you provide such personal information, we will treat that information in accordance with this policy. When using your personal information Pace Cycles Limited will act in accordance with current legislation and aim to meet current Internet best practice.
PURPOSE AND LAWFUL BASIS FOR PROCESSING YOUR DATA
We have two purposes for processing your personal data:
- To sell our products to you, including back in stock notifications and account enquiries, and carry out any logistics for the delivery or return of goods whether this be for sales, service or warranty purposes. This purpose allows Pace Cycles Limited to lawfully process your data for contractual and legitimate interests and our legal obligations to tax and revenue authorities.
- To inform, inspire and engage with you about our products, services and exclusive offers. This purpose allows Pace Cycles Limited to seek your consent to process your data for communication, education and marketing purposes. We never use order data for this purpose. We have a mailing list which we occasionally send information out to keep you informed of what's going on with Pace Cycles Limited. We cannot and do not add email addresses to this list. You have to sign up for yourself on our website. You can unsubscribe using the links at the bottom of every marketing email.
The purpose and lawful basis for processing your data may change from time to time, where this policy will be updated.
HOW WE USE YOUR PERSONAL DATA
-To manage your orders and provide our services to you
When you purchase from us, or seek advice, we use your information to perform our services in relation to your purchase or enquiry, for example to provide you with product information, tailor specific advice to your needs or manage warranty or service requirements.
-To communicate with you and manage our relationship with you
Occasionally we may need to contact you by email and/or telephone for administrative or operational reasons, for example in order to send you confirmation of your purchases and your payments, to notify you when back-ordered products are available or to notify you of any disruptions or problems such as delivery delays.
Please be aware that these communications are not made for marketing purposes and as such, you will continue to receive them even if you opt-out from receiving marketing communications.
We will also use your personal data if we contact you after you have sent us a request, filled in a web-form through our website or contacted us on social media.
Your opinion is very important to us, so we may send you an email or other means of messaging to seek your feedback.
We will use the communications you exchange with us and the feedback you may provide in order to manage our relationship with you as our customer and to improve our services and experiences for customers.
-To personalise and improve your customer experience
We may use your personal data in order to tailor our services to your needs and preferences and to provide you with a personalised customer experience.
We may also collect information on how you use our website, which pages of our website you visit most, what products you search for and what products you buy, in order to understand what you like. We may use this information to tailor the content and offers that you see on our website and, if you have agreed to receiving marketing communications, to send you relevant messages that we think you like.
If you are in the process of making a purchase and you leave our website before your order has been placed, we may contact you in order to help you easily complete your purchase.
-To inform you about our news and exclusive offers that you may like
If you have signed up to our mailing list, we will send you marketing communications. If you have signed up to receive marketing communications, we will provide you with news from us such as new products that you may be interested in, reviews, exclusive early offers on new products or services.
-To contact you to follow up after demo ride
If you make use of our demo service, we require you to submit personal data in order that we can safely manage the rides and contact you if schedules change, or so we can contact someone to help you should you injure yourself in the course of a demo ride. There are always unsubscribe options to these emails, but it is a condition of riding a demo bike that you supply us with this personal data.
Please note that we do not share your contact details and other personal data with other companies for marketing purposes.
If you do not want to receive marketing communications from us, simply reply to the communication asking to be removed from the list. You can also choose to opt out from receiving marketing communications at any time, by clicking on the relevant unsubscribe link at the bottom of any marketing related email you may receive from us.
-To improve our services, fulfil our administrative purposes and protect our business interests.
The business purposes for which we will use your information include accounting, billing and audit, credit or other payment card verification, fraud screening, security and legal purposes, statistical and marketing analysis, systems testing, maintenance and development.
-To comply with our legal obligations
We share your data with the following categories of companies as an essential part of being able to provide our services to you, as set out in this statement:
- Companies that do things to get your purchases to you, such as payment service providers, warehouses, order packers, and delivery companies
- Professional service providers, such as website hosts and eCommerce website providers who help us run our business
- Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud
- Companies approved by you, such as social media sites (if you choose to link your accounts to us)
Wherever we use data processors such as the above, each processor is required to be GDPR compliant to safeguard your personal data.
YOUR RIGHTS AS A DATA SUBJECT
At any point while we are in possession of or processing your personal data, you, the data subject, have the following rights:
- Right of access – you have the right to request a copy of the information that we hold about you. As part of the new GDPR regulations, you have the right to request and understand more about the data we hold about you. For this request please email email@example.com with your name, email and postcode along with an outline of your request. We’ll get back to you with an initial response in a week and hope to deal with your request within 30 days.
- Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
- Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records. However, if you have purchased from us we will not erase your records completely as we need to maintain your transactional data for our legal obligations to the local tax and revenue authorities.
- Right to restriction of processing – where certain conditions apply you have a right to restrict the processing.
- Right of portability – you have the right to have the data we hold about you transferred to another organisation.
- Right to object – you have the right to object to certain types of processing such as direct marketing.
- Right to object to automated processing, including profiling
USERS 16 AND UNDER
If you are aged 16 or under, please get your parent/guardian's permission beforehand whenever you provide personal information to Pace Cycles Limited's website. Users without this consent are not allowed to provide us with personal information.
We can accept Online transactions via our secure server, telephone or by email order. All credit / debit card transactions are subject to validation checks and are authorised by the card issuer. Please see below for accepted cards. If your card refuses to authorise we will not be liable for any delay or non-delivery of your order.
Any incorrectly ordered purchases which have been invoiced but need refunding will incur an admin charge.
All pre-orders and deposits are non refundable. Delivery dates may change and you will be notified if this is the case. You will then have the chance to agree to the new delivery date or have a full refund. If you have agreed to the new delivery date then you are agreeing to the terms and conditions and the deposit becomes non refundable once again.
If you have purchased a custom build (any standard build plus upgrades or complete custom build), then we are unable to refund you. We do not offer re-stocking or refund on any custom built order.
If you have purchased a frame and built it and decided it is the wrong size, we are unable to offer a refund. Please make sure you check the geometry first to make sure it is the right size.
If you have taken out finance with V12 and you wish to amend your finance form, there will be an admin charge of £60 due to Pace. Cancellations must comply with V12 terms and conditions, this is not Pace Cycles Limited responsibility and you must make sure you read your contract with V12 before signing, once signed your contract you have agreed to their terms and conditions.
Changes may occur on builds due to availability, you will be notified of any major changes such as transmission, suspension or wheelset. Small parts may change with no notice given however website will always be up to date should you wish to choose specification.
Pace Cycles Limited do not take responsibility for any component which is not manufactured by Pace Cycles Limited and which maybe damaged/marked/classed as warranty. This will need to be taken up with the components brand. Pace Cycles Limited are more than happy to assist you with this.
Refunds can take up to 28 days.
CREDIT/DEBIT CARDS ACCEPTED
Credit Cards/debit cards - Mastercard, Visa, visa debit, maestro
We usually dispatch in stock small items within 3 working days (Monday-Thursday). Where we obtain products to order for you, then this can take from 3-7 days. We will notify you if there are going to be significant delays so that you can change or cancel your order if necessary. Frame only are 2 weeks from date of order (if in stock) Complete bikes and rolling chassis builds are made to order so there is a minimum of 6 weeks if parts in stock.
All service work is guaranteed for 3 months from the date of repair invoice to be free from defects in materials and workmanship. Any product that is returned within this period and is found to be defective will be repaired free of charge. This guarantee does not apply to products that have not been properly maintained, fitted, adjusted correctly or misused. Nor does it cover product/component failure or wear and tear.
Please ensure operation of your fork or shock is checked within the warranty period as we cannot repair a product which is not operating as you would wish once outside of the three month warranty.
Payment will be taken from you only when the job is completed. If you need extra work/parts to complete the service we will call you and authorise any additional payment first.
If you are sending you fork or shock to us it is your responsibility to ensure it is packed correctly and will not be damaged in transit and that it is adequately insured. Our carrier insurance covers the return of product.
Make sure that product is in a strong box suitable for shipping to and from Pace as we will use your packaging for return. This ensures we minimise waste (and we’re sure if you’re happy to send fork in the packaging you choose you’ll be happy
we do too).
UK & Rest of the World: Parcelforce/UPS/DHL/ROYALMAIL (or other carriers) for forks and Royal Mail for shocks. These are ‘Signed For’ services. Small parts are sent by Royal Mail (Second class in UK).
VAT (Sales Tax) ON INTERNATIONAL ORDERS OUTSIDE UK
All prices shown on the website do not include VAT (UK sales tax) your invoice therefore will show no VAT if you are outside of the UK. Your liable for all local duties and taxes at point of entry into your country.
RETURNS AND EXCHANGE
If you order the wrong product we will happily exchange it within a reasonable time providing it is returned with the original packing and is unused, undamaged and unmarked. Postage will be due on the exchanged item and we will take payment for this before despatch.
If we supply the incorrect part please let us know so that we can correct the mistake- we will refund your postage costs on returned item.
Return your order unused within 14 days for a refund if you no longer require it, as long as it is returned with its original packaging and is unused, undamaged and unmarked. We do not refund postage unless items were supplied in error or are faulty. this does not apply to products which have been built to your specific or custom requirements (including optional upgrades). If you have purchased a custom build (any standard build plus upgrades or complete custom build), then we are unable to refund you. We do not offer re-stocking or refund on any custom built order.
Faulty items will be replaced with the same item or equivalent.
Pace Cycles Ltd cannot be held responsible for non-receipt of returned goods so please ensure you use Recorded or Special Delivery when returning.
If you need to cancel a complete bike order and the refund complies with our T&C's, there will be a 5% (5% of overall build price) + VAT to cover our administrative fees.
Shipping of a returned frame/bike/order will be at the owners cost. Pace Cycles Limited is not liable for shipping costs associated with returning a frame or bike under this policy. We can facilitate your shipping via our own courier channels and invoice you at cost. Contact us for help if you need it.
Refunds can take up to 28 days.
PRODUCTS AND PRICES
We make every effort to ensure the images on our website match as closely as possible those of the product but due to technical limitations, some shades and colours may vary.
All prices are shown in UK pounds sterling (£) and are excluding of UK VAT unless exempt. VAT is added at checkout if applicable.
Product descriptions, specifications and their prices are checked and whilst every effort has been made to make them accurate no responsibility will be accepted for errors and omissions.
We reserve the right to alter our prices and specifications without notice.
If products have been damaged/marked or used then Pace reserve the right to not refund/exchange products.
Please do not use any of the image or text content on this website without written permission.