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We invite you to print out these Terms & Conditions, or we can e-mail these to you on request. Please request the "Terms & Conditions" from our Customer Service Centre. YOUR STATUTORY RIGHTS ARE NOT AFFECTED BY OUR TERMS AND CONDITIONS.
By purchasing from Cruzbikes.com you are entering into a legally binding contract and the following terms and conditions apply:
As the products we offer are of a specialist nature, please ensure that you read our terms and conditions prior to placing your order.
1. Contact Information
Cruz Bikes Ltd
Unit 67, Goyt Mill
Upper Hibbert Lane
(we are an online company and do not allow customers to come to our address without an appointment)
LTD Company Number : 13735802
Order Line: 0161 484 5557 (open 10am-6pm Mon-Friday)
For training purposes and your own security, your call may be monitored and recorded
We accept no liability (to the fullest extent allowed by law) for the accuracy of information contained on the website or related adverts, which may contain technical inaccuracies or typographical errors including information obtained from live support operators and via email. However, this provision does not affect your statutory rights and remedies.
Please note all specification and colours on our products are subject to change without notice. This does not mean that we will send you something different to what you have ordered it simply means that we have new products and versions of our products coming in all the time so e.g. we may have a model available in only yellow which you order and receive and then a couple of weeks later we bring out the model in a red colour
All items are subject to availability. We will inform you as soon as possible if the product you have ordered is not available and we may offer an alternative product of equal or higher quality and value.
3. Credit Card Safety
We and our secure payment service providers use the latest technology to protect your credit card information and do not release it to any outside organization. Credit card details from our online transactions are not stored by us at any point and are encrypted, verified and destroyed.
4. Refusal to Serve
We reserve the right to refuse to supply any order placed without giving a justification. Placing an order via our web site does not constitute a contract until goods are dispatched from our premises. We reserve the right to cancel any sale after charging and prior to the goods leaving our premises, in which case a full refund of any amounts already charged will be made.
5. Mistakes and Corrections
Due to the size of our site, it is possible at times that products may be incorrectly listed that are no longer available, have had a specification change, or are no longer available at the listed price. It is also possible for an incorrect price to be entered during the ordering process. We reserve the right to refuse to serve in these instances.
6. Privacy Guarantee
We will not rent or sell your name, address, e-mail address, credit card information or personal information to any third party. If you have purchased from our store, subscribed to one of our newsletters and entered any of our competitions, or advised us of your e-mail address we may occasionally update you on news and special opportunities via e-mail.
7. Fourteen Day Money Back Guarantee / Your Right To Cancel
All our items are sold with a 14 day money back guarantee
Under the UK Consumer Contracts Regulations 2013, you have 14 days (after the day you receive your goods / the last of your goods) to cancel the contract for your order with us. All time periods quoted are extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. In this case we will issue you with a full refund however you will need to return all goods you are requesting a refund for at your cost if you have already received them and they will need to be returned to us in a reasonable condition. Upgraded carriage services chosen by you when you placed your order e.g. by 9am instead of using our standard next working day delivery are non refundable however any basic rate paid will be refundable
If you decide to cancel your order, we request that you inform us know in writing, quoting your order number and this will be accepted in the form of an e-mail to us via our Technical & Aftersales Support ticket system or a written letter to:
Cruz Bikes Ltd
Unit 67,Goyt Mill
Upper Hibbert Lane
(we are an online company and do not allow customers to come our address)
Please keep a copy of your written cancellation notice in case of dispute.
If you decide to make you cancellation request by phone please keep evidence of this in case of dispute, as providing sufficient proof of cancellation by phone can be more difficult, written cancellation is advisable
All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. If you fail to take reasonable care of goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
It is your statutory duty to take reasonable care of the goods therefore if the goods are returned in an unreasonable condition we may make a deduction from the reimbursement for loss in value of the goods supplied, if the loss is the result of unnecessary handling by you. You are given the same opportunity to test and examine the goods as you would have, had you actually seen the goods in a shop prior to purchase before you make a decision to cancel the contract.
You will return the goods without undue delay and in any event no later than 14 days from the day which you communicate your cancellation from this contract to us. The deadline is met is you send back the goods before the 14 days has expired. (For details on returning goods please read the entire terms, please pay close attention to clause 9 and 10)
Postage costs of returning the item to ourselves is to be bourne by you please read the shipping cost to return goods term.
No compensation payment or refund will be made for, but not limited to, disappointment, or time lost.
8. Six Month Warranty
Your goods are covered under a 6 month warranty. This means any manufacturing fault within this time frame is covered and will be repaired/replaced or refunded if this is not possible. When claiming under a warranty you are legally obliged to return the product or defective part to us for examination.
Due to the nature of the products we sell and the environment they operated in, breakages can often occur therefore general wear and tear or any damage caused by misuse is not covered, this warranty covers you solely against manufacturing faults. If the product or parts are not covered by the warranty or your statutory rights a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you (please see repair service section for details). All warranty claim decisions are final.
ALL REFUNDS ARE PROCESSED within 14 days - it is our aim to get your money refunded back to you as quickly as possible. No compensation payment or refund will be made for, but not limited to, disappointment, or time lost.
An extended returns period may be accepted at certain times of the year or in exceptional circumstances however this is at our discretion and only if pre-agreed between us before purchase in writing.
This does not effect your statutory rights
9. Returning Goods
If you suspect a fault with your goods you should always read through our help pages first. If this does not help you should email us for support as nearly all problems can be resolved this way and we are happy to help.
If the product or parts are not covered by the warranty a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you. All warranty claim decisions are final. Product warranty does not cover collateral damage. Due to the nature and use of this product misuse, abuse incorrect charging and discharging and all other inappropriate use of this product is not covered under warranty.
Please read our 'Shipping Costs To Return Goods' term below for important advise on returning your goods .
10. Shipping Cost To Return Goods
The arrangement and shipping cost to return goods to us is bourne by you and will not be refunded if the goods are tested and found to be free from manufacturing fault.
You can reasonably ask us to pay the cost of the return of your goods if a model is returned to us and is tested to have a manufacturing fault as this cost is a direct consequential loss of a faulty product however you must mitigate your loss.
What is mitigating my loss?
This simply means you must keep the return costs as low as reasonably possible. An unreasonable postage amount paid by you to return goods to us will not be refunded in full only the amount that was reasonable to pay would be refunded. e.g. sending a parcel on a special delivery next working day service and paying £18.00 would not be refunded when a cheaper and still suitable service such as a 2nd class royal mail parcel service with insurance was available at £8.00. In this situation as it is not reasonable for you to ask us to refund the full amount you paid as you used the more expensive service. A refund will only be processed for the reasonable service available as the excess amount would of been your own choice to pay and would not be refundable. In this case £8.00 would be refunded.
You must always obtain a returns number from us before you return your goods and at this time you will be told what service must be used to return the goods to us, any excess price you pay over this for using any other service is your own choice and would be at your own expense.
11. Pre Testing
Please check your item BEFORE USE. You should carry out checks and tests before using e.g. test all radio equipment including a range test. Should you fail to carry out any relevant checks and damage is incurred as a result we will not be held responsible. Our help pages and your manual will include information on what procedures to follow. If you require details on how to check your model before use please ask us do not proceed to use your model until you are clear on the pre checks needed.
These models are NOT TOYS. If you have no experience with the model you have purchased you will need to do some research e.g. if you have purchased a nitro model then as well as reading all the information on our site and in the product manual you should do some research on how to e.g tune and set your engine and also how to check it before use. We will offer advice and help to newcomers as much as possible but are unable to accept returns for items that have been damaged by incorrect use, from customers who are unable to adjust their models or from customers who have not fully checked their models before use.
12. Age Restriction
We recommend that the minimum age for all our models is 14 years old. We also advise that supervision be given to any child below age 18. It is the responsibility of the user to ensure the safety of people and property around them when learning to use these vehicles.
13. Lithium Polymer batteries (LiPo, Li-Poly)
Fire can be caused by but not limited to: Overcharging your battery, using the wrong charger or charger setting, unbalanced battery load, charger fouled by poor power supply, charging a damaged cell or pack, short circuit, crash damage, Over discharging, running too flat and/or too hot, discharging an unbalanced battery load, charging the battery whilst still in your rc model, charging in a car, charging from car battery, punctured battert. It is highly recommended you read up on safe use of your Li Po battery before use and first charge
1. Always charge on a surface that cannot catch fire easily, concrete, steel etc...Do not charge on carpet, paper or any other items that can catch fire easily!
2. Never over discharge your battery.
Lipo batteries are expensive and can be dangerous so need to be treated with care, if you need any help with charging email me us or give us a call. It is highly recommended you read up on safe use of your Li Po battery before use and first charge
14. Repair Service
If your goods are returned under warranty but are found to be free from manufacturing fault then a quote will be supplied. If you decide you want us to do the repair for you we only charge a £15.00 per hour labour fee (most repairs can be done within an hour), up to £10 return postage fee (Mainland UK) or up to £15 return postage fee (Northern Ireland, Ireland, Scottish Islands and Channel Islands) and the cost of any parts used which is far less than the average model shop.
If you decide you would like to carry the work out yourself then there is no charge for our time to inspect and test and you need only cover our return P&P fee as listed above if you wish to use our courier.
We process orders Monday-Friday (except bank holidays)
Where a parcel is refused OR the courier/postal services online tracking indicates that they have left a card and subsequently returned the parcel to us as the addressee has failed to either (1) arrange redelivery or (2) collect the parcel from the courier company’s depot, the order will be cancelled and refunded when the parcel is delivered back to our premises. In these circumstances, a deduction will be made from the refund for the courier company’s charge for both the outgoing parcel and it’s return to our premises.
We endeavor to ship all items as fast as possible. Occasionally during peak times orders can take longer to ship - please accept our apology if this is the case. Additional fraud checks may need to be carried out and identities verified - this may cause delay to your order. We aim to carry out these checks as quickly and efficiently as possible. The time can be reduced by checking for emails from us and supplying a daytime contact number with your order.
16. Missing/Delayed Deliveries
Courier: If you do not receive delivery by the expected delivery date please get in touch immediately so the courier can be contacted as failed deliveries have to reported within 5 days of us sending the goods.
In the unfortunate event your goods go missing then as soon as you inform us the courier will be contacted, once the courier confirms the goods are missing and it has been reported within the correct time frame a claim will be raised and the goods will then be resent to you.
If goods are disputed as delivered, this is where the courier says they have delivered and have a signature from the addressee for receipt of them but you are stating you have not had them then the courier will not raise a claim until they are satisfied the goods have not been delivered after an investigation has been carried out. Part of this investigation is to interview the delivery driver, unfortunately in this very rare situation the goods cannot be resent until the courier raises a claim.
Royal Mail: If you do not receive delivery by the expected delivery date please get in touch immediately so the order can be. In the unfortunate event your goods go missing Royal Mail will only raise a claim after 15 working days have passed from the date of dispatch. During this period our hands are tied and we must simply wait, as "lost" packages are often redelivered or returned to sender during this time. Once this has passed then if the goods are still undelivered your order will be resent.
If goods are disputed as delivered, this is where Royal Mail say they have delivered and have a signature from the addressee for receipt of them but you are stating you have not had them then they will not raise a claim until they are satisfied the goods have not been delivered after an investigation has been carried out. Part of this investigation is to interview the Postman, unfortunately in this very rare situation the goods cannot be resent until the Royal Mail raises a claim.
17. Damaged/Incomplete Deliveries
If the goods you receive are damaged you must inform us immediately, if you cannot get through on the phone you should email us straight away so this can be logged and the damage reported to the courier. We have to report any damage to couriers within 3 days of receipt or a claim cannot be raised. You are entitled to a reasonable opportunity to examine the goods and we would say that this is a reasonable amount of time for customers to have checked their goods for damage therefore any reports of damage or incomplete deliveries need to be reported within 2 days of receipt.
We do not accept minor marks and damage on the packaging you receive due to shipping and handling as a fault, but we will where possible attempt to replace the damaged packaging. This is at our discretion.
We do not accept minor cosmetic marks that do not affect usability on products as a fault. Replacements will not be given for minor cosmetic marks.
We strongly advise you that if a courier delivers a parcel to you and you do not have time to check the goods there and then for damage then you should always sign for the goods as unchecked. This is not an essential requirement as if you do sign without stating unchecked and then find damage on inspection of the goods we can still make a claim with the courier if you let us know within a reasonable amount of time as stated above it just makes things our end a lot easier in the claim process if customers sign for the goods as unchecked so that the courier doesn't argue that the goods were except in good condition.
18. Free Gifts
Sometimes we run promotions where a free gift is offered with the purchase. This free gift is included as part of the item ordered and therefore if the main item is being returned for a refund the free gift will also need to be returned in order to receive a refund. You cannot return the free gift on it's own for a refund or credit for it's value.
19. Our Team
Our staff are very knowledgeable when it comes to our products so if you experience any difficulties or have any questions please get in touch.
If you are not satisfied with our products or service for any reason, please speak first to our Customer Services team, and they will attempt to resolve the issue immediately whenever possible. Please message us and include your order details and information about the complaint.
If you do not feel that your matter has been adequately dealt with, our Customer Services representative will advise if your issue may be escalated, or recommend your issue is escalated, to the customer service manager, who will further attempt to resolve your complaint. Please send your complaint by post to: FAO Customer Service Manager, Cruz Bikes Ltd, Unit 67 Goyt Mill, Upper Hibbert Lane, Marple, Stockport, SK6 7HX. You will need your registered email address, registered phone number, or Order Number and the postcode of your account to enable us to locate your details and make relevant notes.
Please include within your letter your order registered home address and order number and the details of your complaint. Our customer service manager will reply within 14 days by phone or email.
In a situation where we are unable to resolve a complaint internally to your satisfaction, you may further refer your complaint to:
The Retail ADR
12 Walker Avenue,
Stratford Office Village,
Milton Keynes, MK12 5TW
Tel: 020 3540 8063
21. The Company
Cruz Bikes Ltd is a company registered and with premises in England and is governed by English Law.
The English courts will have non-exclusive jurisdiction over any claim arising from, or related to, these terms or to a visit to our website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.
We reserve the right to change any prices or details on our site
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
• Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
• Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
For example, if a customer bought a new radio controlled car from us we would accept their old radio controlled car and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
Under the Waste Battery Regulations we are now offering a take back scheme for all portable waste batteries. You can return waste batteries to our business premises in person (please do not post).
Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.co.uk
Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.