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Terms & Conditions

General

Flotec Suspension is an independent business that prides itself on providing the best in customer service, however even with the best will in the world sometimes unexpected problems do arise. We always try our best to deal with issues swiftly and to come to a conclusion that is satisfactory to the customer. By using this site you are agreeing to these terms and conditions.

Service Centre

The following terms and conditions will apply to service work carried out by Flotec Suspension. Please read them carefully before booking a service. 

Service Warranty

All service work is guaranteed for 3 months from the date of repair to be free from defects in workmanship. Any product that is returned within this period and is found to be defective in workmanship will be repaired free of charge. This guarantee does not apply to products that have not been properly installed, maintained, adjusted correctly or simply misused. Neither does it cover product/component failure or wear and tear.

It is your responsibility to check the operation of your fork or shock within the warranty period.

Booking A Service

Please fill out the BOOKING FORM to book in your item(s) for a service. You will be sent a copy of the booking form to the email address you submit. We ask that (if possible) you print this email and include it with your package. If you are unable to print the email please copy the details by hand and include this instead.

Where possible we aim to have your items serviced on your preferred date, but for the best chance of this we need to receive them the day before. Items received without a preferred date will be serviced in the first available slot.

Service Payment

Payment will be taken when the job is completed. If you need extra parts to complete the job, or an issue is discovered once the item is opened up, we will contact you to discuss options and authorise any additional payment first.

Payment can be made over the phone, or in person, using most major credit and debit cards. If you are personally collecting your items from the workshop you can also pay with cash. We do not accept payment by cheque.

Sending Items To Us

If you are sending your fork or shock to us it is your responsibility to ensure that all items are adequately packaged and insured with whichever carrier you use.

Collection Service

We offer an optional collection service, via an independent courier, for a fee of £17. If you arrange a collection through our collection service, the parcel must be available on the date booked. If the parcel is not ready or the carrier is unable to collect due to incomplete/inaccurate instructions, an extra £17 ‘failed collection charge' will be added to your invoice.

All items must be adequately packaged with both your address and our address clearly marked on the outside. If you choose to leave your parcel in a safe place for collection you do so at your own risk. Please make a note of this in the 'Additional Information' section of the booking form. Please ensure all your details are correct and any additional information is included at the time of booking. If changes need to be made to your details after we have booked your collection with the courier service an additional £5 will be charged.

Return Shipping

We offer free return postage on all items serviced (except to postcodes listed) via APC Overnight. Items will be returned in the packaging they are sent in. Our carrier insurance covers their return to you.

A £21 surcharge will be added to all addresses in the Scottish Islands (POSTCODES: HS, IV41-IV51, IV55-IV56, KA27-KA28, KT15-KT17, PA20, PA41-PA78, PH42-PH44, ZE)

Your Items

Please ensure all suspension items and bikes are cleaned before being delivered. We reserve the right to charge an additional fee for cleaning if we deem it necessary as this can greatly increase the time taken to perform a service.

All loose parts (mud guards, top caps, break mounts, mounting hardware, bolts, seat clamps etc.) should be removed before sending. If we receive these items they will be removed before servicing and returned in the condition they were received, without re fitting.

 

Suspension Shop

The following terms and conditions will apply to purchases made from our online shop. Please read them carefully before making a purchase.

Online Shop / Telephone Order Payment

We use PayPal to process all order placed via our online shop.

Orders can be made over the phone, or in person, using most major credit and debit cards. If you are personally collecting your items from the workshop you can also pay with cash.

Shipping Methods

For combined parcels of the less than 250g we use Royal Mail First Class Post.

For all combined parcels of more than 250g we use APC Overnight. We use a next day service for all addresses excluding those in the remote Scottish mainland**, Scottish islands***, Northern Ireland, Isle of Wight & Isle of Man

** Remote Scottish Mainland -> AB37-AB38, AB41-AB56, FK19-FK21, IV1-IV40, IV52-IV54, IV63, KW1-KW14, PA21-PA40, PH15-PH41, PH49-PH50 -> 1-2 days
*** Scottish Islands -> HS, IV41-IV51, IV55-IV56, KA27-KA28, KT15-KT17, PA20, PA41-PA78, PH42-PH44, ZE -> 2-3 days

Delivery is not available to Northern Ireland, Isle of Wight & Isle of Man at this point.

Product Availability / Lead Times

We try to keep a good stock of the products we have for sale but sometimes products will be out of stock.

Where products are in stock we will send them out the same day via next day delivery if ordered before 2.00pm. If ordered after 2.00pm they will be sent the next day.

Where items are not in stock we will contact you to discuss options. Availability and lead times can vary dependent on distributors stock levels.

Returns & Exchange Policy

If you order the wrong part we would be happy to exchange it within 30 days of purchase - providing it is returned with the original undamaged packing and is unused and unmarked. Postage will be due on the exchanged item and we can take payment for this over the phone.

If we supply you with the wrong then we, of course, would be happy to exchange it - providing it is returned with the original undamaged packing and is unused and unmarked. We will also reimburse the cost of postage to return the item to us.

If you decide you don't need an item within 30 days of purchase we would be happy to issue a refund - providing it is returned with the original undamaged packing and is unused and unmarked. Please note, we do not refund postage unless items were supplied in error or are faulty.

Faulty goods will be replaced with the same item or suitable equivalent, as appropriate. We will reimburse the cost of postage to return the item to us.

Flotec Suspension cannot be held responsible for non-receipt of returned goods so please ensure you use Recorded or Special Delivery as appropriate to the value of the goods you are returning.

Accuracy of Information

Whilst every effort is made to ensure the pictures and colours depicted on the site match as closely as possible those of the actual product due to technical limitations, some colours may vary. Prices, product descriptions and specifications are checked to the best of our ability, and whilst huge 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.

Privacy Policy

We, Flotec Suspension, are committed to protecting the privacy of anyone using our site and the confidentiality of any information that you provide us with. The purpose of this statement is to set out how we use any personal information that we may obtain from you.

Use and collection of personal information

In general you can visit our website without telling us who you are and without revealing any information about yourself. If, however, you use our site to make a booking or purchase an item you will be asked to provide certain information such as your contact details. We will store this data and hold it on computer or otherwise.

The information you provide may:

(a)    Be passed on to our independent courier for collection and delivery of items.
(b)    Be used for assessment and analysis e.g. marketing, customer and product analysis, to enable us to review, develop and improve our services.

Cookies

There is a technology called “cookies” which may be used by us to provide you with, for example, customised information from our website. A cookie is an element of data that a website can send to your browser which may then store it on your system. If you wish, you can usually adjust your browser so that your computer does not accept cookies. Please remember cookies do not contain confidential information such as your home address, telephone number or credit card details. We do not exchange cookies with any third party websites or external data suppliers.

Security

We endeavour to take all reasonable steps to protect your personal information. However, we cannot guarantee the security of any data that you disclose online and we will not be responsible for any breach of security unless this is due to our negligence or wilful default.