Where to find information about us and our products

Elves Bikes UK is a limited company operating in the UK and Europe under company number 14070260 with the head office address located at 53 Dibles Road, Warsash, Southampton, Hampshire, SO31 9JL. To contact us in writing, please use this address or email hello@elvesbikes.co.uk

Elves Bikes are globally committed to ensuring that our riders are satisfied with our products and service. Any complaints or feedback should be submitted to hello@elvesbikes.co.uk

You can find everything you need to know about us, Elves Bikes UK Limited, and our products on our website or from our sales staff before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

When you buy from us you are agreeing that:

• We only accept orders when we’ve checked them.
• Sometimes we reject orders.
• We charge you when you order.
• We pass on increases in VAT.
• We’re not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• You’re responsible for making sure your measurements are accurate.
• If you bought online or over the telephone, you have a legal right to change your mind.
• You can end an on-going contract (find out how).
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don’t compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order, if you have ordered a customised Product, we will contact you again to approve this product before it is shipped to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

In most cases we charge you when you order. However, for some products we take payment at regular intervals, as explained to you during the order process.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as component supply issues, we contact you as soon as possible to let you know and do what we can to reduce the delay, where possible.  As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team by emailing hello@elvesbikes.co.uk  to end the contract and receive a refund for any products you have paid for in advance, but not received. This does not apply to custom/bespoke products. We will however work with you to find an alternative solution to the delay, where possible.

Delivery times

Due to the customisable nature of our products, we generally manufacture to order. Ordinarily, our manufacturing and delivery times for frames and fully built bikes are estimated at between 6-10 weeks, delivery times on other components such as wheelsets and saddles is less.  However, there are quieter times of the year where this estimation is significantly reduced. If you would like to find out what the current timescales are, please contact us at hello@elvesbikes.co.uk

Products can vary slightly from their pictures

Elves Bikes are committed to providing their customers with the most accurate product information. However, there may be instances, especially related to third-party components, where information is not as accurate as we would like. If you have any concerns regarding this, please contact us at hello@elvesbikes.co.uk detailing the nature of your concern. If a product is different to what has been advertised on our website, we will either refund or replace the item for you.

Delivery costs and import duty of Frames, bars, wheels and saddles

There is no additional charge for delivery and import duty to the majority of mainland UK and EU countries.

We apologise but due to courier logistics outside of our control,  there is a surcharge for customers located in the Scottish Highlands, Islands, Off-shore UK, Isle of Man, Channel Islands and Northern Island. In line with fairer deliveries for all, we only charge the direct cost that the courier charges us to our customers. There are some remote areas that we are not able to deliver to, please contact us on hello@elvesbikes.co.uk should you require any clarification on this matter with your postcode and will we advise you accordingly.

If you have already purchased your products and we have contacted you about surcharges for delivery that you are unhappy about, we will gladly provide you with a refund providing you inform us, by return, that you do not wish to proceed.

Delivery costs of fully built bikes.

Delivery costs of fully built bikes to mainland United Kingdom are included in the price.

Areas we deliver custom-built bikes to.

Our fully built bikes are only available for delivery in the United Kingdom. Regrettably, we cannot currently ship fully built bikes outside of the United Kingdom. However, we are always creating new partnerships, and ask that you contact us directly if you are looking for a custom-built outside of the UK so that we may try to assist you.

We apologise but due to courier logistics outside of our control, there is a surcharge for customers located in the Scottish Highlands, Islands, Off-shore UK, Isle of Man, Channel Islands and Northern Ireland. In line with fairer deliveries for all, we only charge the direct cost that the courier charges us to our customers. There are some remote areas that we are not able to deliver to, please contact us on hello@elvesbikes.co.uk should you require any clarification on this matter with your postcode and will we advise you accordingly.

If you have already purchased your products and we have contacted you about surcharges for delivery that you are unhappy about, we will gladly provide you with a refund providing you inform us, by return, that you do not wish to proceed with your order.

If you bought online or over the telephone, you have a legal right to change your mind.

Your legal right to change your mind. For most of our products bought online or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.

Parts/Products Purchased	Your legal rights
Non-bespoke components such as wheels, handlebars, seats, gearsets, gear cables, cable stops, freehub bodies, bottom brackets, gear mech hangers, inner tubes, tyres, brake pads, wheel truing, bearings, grips and bar tape	14 days to change your mind. You pay costs of return. Items must be returned to us at the address we dispatched from
Any custom painted components	No right to change your mind
Fully built custom bikes to your specification	No right to change your mind
Fully built bike – pre-configured and already built and listed on our website	14 days to change your mind. You pay costs of return. Items must be returned to us at the address we dispatched from

 

When you can’t change your mind. You can’t change your mind about an order for:

• Anything that we have supplied to your bespoke specification – i.e. anything that is not “off the shelf”;
• Anything that is made to order;
• Fully assembled bikes to your order;
• Where you have installed the component/used the component and it is not faulty; and
• Goods that are made to your specifications or are clearly personalised (custom paint for example).

The deadline for changing your mind. If you change your mind about a product and you have the right to do so, you must let us know no later than 14 days after the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team by email hello@elvesbikes.co.uk

You have to return the product at your own cost. You have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost and must be returned to the point of dispatch which will be detailed on your order.

You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in a store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, the bike has been ridden outside, the tyres are dirty or anything else that shows evidence that the bike has been ridden outside, labels have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you. We refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team by emailing hello@elvesbikes.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. These are in addition to your rights under our warranty. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: ·    Up to 30 days: if your goods are faulty, then you can get a refund of that faulty item. Where the items are part of an assembled bike, we would replace the faulty part/component. A faulty component(s) does not entitle you to a replacement of a full bike. In the unlikely event that the faulty component cannot be repaired or replaced, we would refund you for the cost of the faulty item. ·      Up to six months: If your goods are faulty, then you can get a repair or replacement of that faulty item. Where the items are part of an assembled bike, we would replace the faulty part/component. A faulty component(s) does not entitle you to a replacement of a full bike. In the unlikely event that the faulty component cannot be repaired or replaced, we would refund you for the cost of the faulty item.

Warranty Details and Conditions

Elves Bikes UK Ltd are delighted to offer the Elves Bike five-year limited warranty on all Elves branded frames, two-years on Elves or Orome branded bars & wheelsets and one year on OSSE branded saddles. These warranty periods also extend to our Elves custom built bikes. Any non-Elves/Orome/Osse branded components on our Elves custom-built bikes are covered by the manufacturer’s warranty and Elves Bikes UK will look at these in line with the manufacturers’ individual terms and conditions. In the unlikely event of a warranty claim, if you purchased your custom-built bike or your frame, wheels, bars or saddle with Elves Bikes UK, we would happily process the warranty for you.

WARRANTY CONDITIONS

Elves Bikes UK warranty applies to the original purchaser of the bike, frameset or components only and cannot be extended or transferred to a third party.

Elves Bike UK reserve the right to inspect in person any Elves frame or fork, or component suspected of being faulty or defective. If it is deemed that a physical inspection of the bike is required, Elves Bike UK will only arrange to collect the bike from location it was delivered to. Elves Bike UK also reserves the right to arrange an independent localised inspection to be carried out. Occasionally, we may ask for descriptions or photographs/videos of any alleged fault to help us process a warranty claim. Any request for additional details is to assist us with the processing of a warranty claim and is not deemed to be in lieu of any physical inspection or an acknowledgement of a fault.

When it is possible, we will first look to repair or replace any faulty products free of charge (in line with warranty periods) in the instance that a manufacturing defect has been identified. Replacements will be offered on a like-for-like basis where the value of the replacement goods will match the value of the faulty goods at the original time of purchase. We will always do our best to replace like-for-like but there may be times when replacement goods may not exactly match the original product due to product update or discontinued products.

The warranty period commences from on the day that the customer has received the goods. The customer must register the frame or bike within 30 days of this date. Wheelsets, bars, saddles and other components do not require registration.

To register the warranty, please follow this link https://www.elvesbike.com/ProductRegistration.php

Any warranty claim must be accompanied by the original proof of purchase.

The warrantor reserves the right to decide to repair or replace the faulty product and to decide on the type of product for replacement and the final interpretation in the case of any dispute.

WARRANTY EXCLUSIONS

Our warranty does not cover:

• Any claims that are brought by a third party who is not the original purchaser.
• Any claim that is not accompanied by the original proof of purchase.
• Any claims for frame, forks or components that are not from the original purchase or have previously been replaced under warranty, including replacement components whether supplied or not supplied by Elves Bike/Elves Bikes UK.
• Components affected by the following: Cosmetic damage arising over time (i.e. not apparent at the time of purchase), normal wear and tear, corrosion, use of aggressive cleaners, crash, crush or impact damage, misuse, neglect, improper care, rental, racing or use of improper components. Misuse of your bike, such as carrying additional passengers/children or loads, carrying luggage or attaching parts not specifically designed for the frame.
• Any components that have had official identification numbers removed.
• Components showing signs of incorrect installation of replacement parts, modifications.
• Work carried out by third parties unless agreed in writing by Elves Bike/Elves Bikes UK.
• Consumable items such as gear cables, cable stops, freehub bodies, bottom brackets, gear mech hangers, inner tubes, tyres, brake pads, wheel truing, bearings, grips and bar tape, are non-warrantable items and not covered by this policy.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvements.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the product, we adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than 30 days (in addition to the estimated delivery date) you can contact our Customer Service Team on hello@elvesbikes.co.uk to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products

We can stop providing a product. We let you know at least 10 days in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We don’t compensate you for all losses caused by us or our products

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
• Something you could have avoided by taking reasonable action. For example, damage caused by you or through lack of maintenance or care.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our: Privacy Notice

Resolving disputes with us

Our complaints policy. Our Customer Service Team that can be contacted by emailing hello@elvesbikes.co.uk will do their best to resolve any problems you have with us or our products as per our Complaints policy.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. This might happen if for example we outsource the assembly of your bike to one of our approved workshops/bike shops.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.