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Terms & Conditions

The legal bit...

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Who are we
Returns & Refunds
Faulty Goods
Changes to Shredder Scheme

Who are we

This site is operated by Dirt Works Bikes ltd. We are a limited company registered in England whose registered office is; The Mill House, Court Farm Church Lane, Norton, Worcester, England, WR5 2PS. Our company registration number is 11207954 and our VAT registration number is 289066166.
You may contact us by telephone on 01684 212278 or by emailing us at info@dirtworks.co.uk or writing to us at Dirt Works, 193 West Malvern Road, Malvern, Worcs, WR14 4BB. Notice of any formal matter under our terms must be given in accordance with the Governing Law clause.

Dirt Works Bikes ltd
Company Number: 11207954
VAT Number: 289066166

Returns & Refunds

Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable.

Returns (refunds and exchanges) If you are unhappy with your item, please let us know. Our Returns Policy gives you 30 days to return or exchange an item bought online with a valid receipt. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange. To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items.

To complete your refund or exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Faulty Goods

Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you – whichever is later). After the initial 30 days, you can’t demand a full refund in the first instance, but you still have the right to a repair or replacement in addition to our Returns Policy.

Under the Consumer Contracts Regulations of 2014, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods.

Refunds (if applicable) Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded.

There are certain situations where only partial refunds are granted (if applicable): 

  • Books or other paper products with obvious signs of use;
  • Any item not in its original condition, which is damaged or missing parts for
    reasons not due to our error; and
  • Any item that is returned more than 30 days after delivery.

Changes to shredder scheme

To meet rising costs and decreased margins we will be amending our shredder scheme from the 15/10/22 to:
Labour: 10% 
Parts: 8%

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

We do not offer refunds for sale items, unless they are faulty. Exchange (if applicable) We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at info@dirtworks.co.uk and post your item to: Dirt Works Bikes 193 West Malvern Road, Malvern, Worcestershire, WR14 4BB

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping

To return your product, please mail your product to: Dirt Works Bikes, 193 West Malvern Road, Malvern, Worcs, WR144BB. With your details and reason for returning. You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

To exercise your right to cancel follow the steps below:

Dirt Works Bikes ltd
Company Number: 11207954
VAT Number: 289066166

Email: info@dirtworks.co.uk

Post your item to:
Dirt Works Bikes
193 West Malvern Road,
Malvern,
Worcestershire,
WR14 4BB.

We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

Retail Finance

GOVERNING LAW

Status Disclosure
Dirt Works Bikes ltd
Trading as Dirt Works
FCA Firm Number: 946252

We are a broker not a lender. Finance applications are referred to: V12 Retail Finance.

Applications are subject to status and a minimum spend of £250. Not all products offered by V12 Retail Finance are regulated by the Financial Conduct Authority.

V12 Retail Finance is a trading name of Secure Trust Bank PLC Authorised and regulated by the Financial Conduct Authority. Financial Services Register no. 679653. Registered Office: Yorke House, Arleston Way, Solihull, B90 4LH. Registered under company no. 04585692.

Our terms, their subject matter and their formation (and any non-contractual disputes or claims) shall be governed by English law. You and we agree to the exclusive jurisdiction of the courts of England. Under the Consumer Rights Act of 2015 and Consumer Contracts Regulations of 2014.

COMPLAINTS

We try to avoid any dispute, so we deal with complaints as follows: If a dispute occurs customers should contact us directly. We will aim to respond with an appropriate solution within 5 days.

To complain please contact: Matthew Smith, Dirt Works Bikes, 193 West Malvern Road, Malvern, Worcs, WR144BB, email info@dirtworks.co.uk or cal 01684212278 Tuesday to Friday 12pm to 8pm, Saturday and Sunday 10am to 4pm.

If we do not respond within 8 weeks please contact: 

The Financial Ombudsman Service. www.financial-ombudsman.org.uk, Telephone: 0300 123 9 123, Monday to Friday, 8am to 8pm , Saturday, 9am to 1pm. 

Or write to:The Financial Ombudsman Service Exchange Tower, London, E14 9SR

Vulnerable Customer Policy

A vulnerable person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot keep that information in their mind, cannot weigh that information as part of the decision-making process, or cannot communicate their decision.

A person with mental health problems who is in debt is particularly vulnerable due to their (potential): Lack of money management skills, a reliance on benefit income, fluctuations in income or inability to work, unmet housing, care or treatment needs, poor communication skills or a relationship breakdown
Assessing a person’s mental health is not simple but needs to be recognised in early contact and addressed appropriately. If we believe a person may be vulnerable, we will ask 3 key questions: Does your mental health affect your financial situations? Does it affect your ability to deal with or communicate with us? Does anyone help you to manage your finances such as a family member?

Signs we look out for when identifying vulnerability in customers: Do they ask you to speak up or speak more slowly? Do they understand what you are saying, or do they miss important bits? Do they appear confused about what is being offered? Do they ask any unrelated questions? Do they keep wandering off the point in the discussion and talk about irrelevant things or things that don’t make sense? Do they keep repeating themselves? Do they take a long time to answer questions or say that someone else deals with these things for them? Do they have a language barrier?

Steps we take if we believe a customer may be vulnerable: We speak slowly, clearly and explain fully. We are patient and empathise where appropriate. We don’t rush as it may sometimes take the customer time to get relevant information together such as account details. We keep on the subject under discussion. We do not make assumptions about a customer’s needs. We clarify understanding at every point and always ask if there is anything else they would like us to explain. We ask the consumer to explain to us what they understand the agreement to be. We offer alternative types of communication – phone, post, email, in person. We do not make assumptions that the person we are dealing with is sighted as they may be unable to read or understand serial numbers or account numbers. We do not make assumptions that the customer we are talking to can hear everything we say as they may have a hearing impairment. We always remember that the customer we are speaking to may sometimes be forgetful or overly trusting and believe that a sales representative is always acting in their best interest. We understand that some customers may be lonely and welcome the opportunity just to talk to someone. We give the customer time to explain their circumstances fully and don’t interrupt or appear impatient. We also listen for what is NOT being said, for example, lack of questions about price, lack of commitment, timing of responses, extended silences. We always ask if there is a better time to discuss matters as some customers may perform better at different times of the day. We ask if there is anyone else the customer may need to talk to before making the decision. 

Prior to forming the contract: We ensure that the consumer demonstrates that they have an understanding of the decision they need to make, why they need to make it and that they understand the consequences of making, or not making that decision. We ask if they need to discuss the matter with anyone else, or if they would like us to explain anything else, or if there is anything else we can do further to help. We are always prepared to repeat anything to clarify understanding. We do not assume that the customer fully understands all the implications of the agreement and explicitly and clearly confirm all the key features. We suggest that they talk it through with someone else and offer to re-contact them. If appropriate we suggest that a third person could be present.

Post Contract: If we identify particular communication needs, we store that information so future contacts are handled appropriately with their permission. We record that we are satisfied that the customer completely understood everything that was discussed. We allow customers to make a personal declaration about their capabilities or communication needs and store this information with their permission. Any records that are held are with the full knowledge and consent of the customer and are deleted when the relationship no longer exists in accordance with GDPR.

If we identify a customer who may be in need of specialist advice which we are unable to offer we will refer them to: Stepchange, Money Advice Trust, CAB, Samaritans, Age UK, Alzheimers Society, Mind.

Guidance we refer to: Equality Act 2010, Mental Capacity Act 2005, CONC 2.10 Contact with customers, Mental Capacity Guidance, Irresponsible Lending Guidance, MALG Consumers with mental health problems & debt, MALG 12 steps to treating vulnerable consumers fairly.