Terms + Conditions
- Service Plans
- Payment and Contract
- Gift Cards
- Order confirmation
- Delivery and Returns
- Back orders
- Price Match
- VAT charges
- Internet credit card facility
- Specification and pricing
- Safety statement
- Explore More
- Statutory rights
- Contact us
- Waste Electrical and Electronic Equipment Regulations (WEEE)
- Free delivery on all sale products applies to UK mainland addresses only.
- Sales items are sold on a first come first served basis.
- We cannot guarantee stock availability until the point of despatch. If an item is sold out we will endeavour to contact you within 72 hours.
- In our endeavour to constantly review what we do in store and remain as competitive as possible we have decided to sell Sale bikes at their reduced price on Cycle scheme.
- We only charge your account at the point of despatching the goods to you.
- Orders placed using Paypal will be debited at the time the order is taken.
- Service Plans can only be taken out for bikes bought from Cycle Surgery from 28th March 2011 onwards.
- Service Plans can be purchased for a new bike either at the time the bike is purchased or up until six weeks afterwards (proof of purchase must be shown before a service plan is purchased if not when the bike is bought).
- Each Service Plan has an expiry date – 12 months for Plan 1, 18 months for Plan 2 and 24 months for Plan 3.
- Service Plan vouchers are non-refundable and non-replaceable.
- One Service Plan voucher must be redeemed at each service time. Plan 1 has one voucher; Plan 2 has two vouchers and Plan 3 has three vouchers.
- Our Service Plans do not cover the cost of parts, servicing suspension units, hydraulic brakes or de-greasing parts.
- Service Plans cannot be bought as part of a Tax Free Cyclescheme or Cycle scheme voucher spend.
- Service Plans cannot be used in conjunction with any other offer or promotion and must not be discounted.
The prices in our catalogue and web site include VAT and are accurate at the time of publishing. However, situations may occur where prices are incorrectly quoted as a result of circumstances beyond our control. In these situations you will be informed of the correct or revised price once your order has been received by us, and should you not wish to purchase the product at that price we will cancel that part of the order. In-store all items have a price tag attached which reflects the current retail price for that particular item. Errors and omissions excepted.
Payment And Contract Information
In order to ensure we can despatch your goods as quickly as possible, PayPal, credit and debit card payments are taken at the point of order. A contract is not formed at the point in time that payment has been taken from you by Cycle Surgery, nor at the point in time that you receive an email from Cycle Surgery acknowledging receipt of your order. Your order is accepted and a contract is formed between Cycle Surgery and you when we despatch the goods you have ordered and not before. Until the goods are despatched the order may not be accepted by Cycle Surgery or may be cancelled by you. Exceptions apply to special orders for items and goods made on your behalf which cannot be cancelled by you once you have received email confirmation that your order has been received; as such items and goods may already be in production or transit as a result of your order. For full details of your cancellation rights please see under the heading CHANGE OR CANCEL YOUR ORDER. For security reasons we may restrict the volumes of certain items to be sold in any one transaction.
Following formation of the contract Snow and Rock shall continue to own any goods ordered until it has received payment in full from you even though the goods may have already been delivered to you.
Gift cards can be purchased to any value between £5 and £1,000 and can be redeemed in multiple purchases until the balance is used. Gift Cards will expire on the date marked on the Gift Card holder in all stores (excluding Dundrum, Harrods and Selfridges). Gift Cards presented after their expiry date will be treated as void and are non-exchangeable and non-refundable.
To check the balance remaining of your gift card ask in store or contact customer services.
Gift Cards cannot be returned or refunded, except in accordance with your legal rights. They should be treated as cash, as Outdoor and Cycle Concepts Ltd. is unable to replace a gift card if lost or stolen. Outdoor and Cycle Concepts Ltd. reserves the right to refuse to accept a Gift Card which it deems to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.
Discount and Promotional Codes
When placing your order using a discount or promotional code, please be aware that the following exclusions apply: courses supplied by Outdoor and Cycle Concepts Ltd., gift cards and vouchers, postage, previously discounted items, sale items and special order items. In addition, this offer cannot be used in conjunction with any other offer or discount.
Outdoor and Cycle Concepts Ltd. reserves the right to change any of these terms and conditions from time to time without notice and to take appropriate action including cancellation of Gift Vouchers and Gift Cards, if, at its discretion, it deems such action necessary. Changes will be published in Snow+Rock, Cycle Surgery and runner need stores and online at www.snowandrock.com, www.cyclesurgery.com, www.runnersneed.com.
Snow+Rock, Cycle Surgery and Runners need Gift Vouchers and Gift Cards are issued by Outdoor and Cycle Concepts Ltd. Registered address: Unit11, Kemble Business Park, Crudwell, Malmesbury, SN16 9SH. Registered number: 3382348 (England).
We will send you an email to confirm that we have received your order, then once all the goods are ready we will send a second email to confirm we have sent your goods.
Delivery and Returns
For all Delivery and Returns information please click here.
Occasionally, the item you've ordered may be on back order from the supplier. If this is the case, you will be contacted by phone or email with the option to cancel your order if you would rather not wait.
At Cycle Surgery we are committed to delivering a fantastic selection of products at the most competitive prices. We constantly monitor our key competition to make sure we are not beaten on price. Our Price Pledge gives you the added security that should you find a product at a lower price anywhere within the EU, either in store or online, we will match it for you. This offer even applies up to 7 days after purchase.
To take advantage of our Price Pledge:
In store - Simply take evidence of the lower price into the store with you and show it to one of the team in store. This can be, for example, a copy of an ad, a screen grab or a reference to a web page that the team can use to verify the price based on the Terms & Conditions below. The more information you can provide the quicker and easier it will be for us to verify your price challenge to give you the best price possible.
Online - You will need to contact our Customer Service Team on 0845 100 1000.
The conditions of our Price Pledge are as follows:
- The product in question must be identical in style, year, specification, size and colour.
- The competitor store or website must have the product in stock and available for immediate purchase or delivery.
- The Price Pledge can be claimed against any competitor based in the UK Mainland or the EU Countries, in store or online. However, they must be an authorised retailer, i.e. not a sole trader or auction site
- Where we match an internet price we will take the competitor’s shipping cost into account to work out the total price.
- Where we are comparing a price in a different currency to that used on our website we will convert this to GBP (£) at the exchange rate in effect at the time of purchase
- We will match only against the advertised price offered by the competitor, i.e. this does not include additional promotional activities such as loyalty card points, cashback schemes and voucher codes.
- We will match within 7 days of receipt of purchase.
- All Price Pledge transactions are carried out at the discretion of Cycle Surgery
- We reserve the right to withdraw the Price Pledge at any time.
NB. Our Price Pledge excludes our Gatwick Airport store and other duty free outlets.
VAT charges + BFPO
The minimum purchase value for VAT refunding is £50 excluding delivery, per order. To ensure receiving VAT refund under B.F.P.O. status, please enclose your 'certificate of entitlement' with each order. VAT Free shopping is available through our UK shops for non EEC residents. B.F.P.O. orders take from 5 working days to process. All VAT orders are processed at full UK rate, with the VAT refunded by the same payment method used to order, in a minimum of 30 days after posting. Amex cards excluded.
If you have any queries regarding tax, please phone 0800 298 8898 / 0044 (0)1483 445239 or email us at: firstname.lastname@example.org
Internet credit card facility
We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. If you feel in any way unsure about purchasing by credit card online, you also have the option of phoning or emailing us your order.
Specification and pricing
Every effort has been made to ensure accuracy throughout this website, however manufactures reserve the right to change specifications, features, prices and colours without prior notice.
All outdoor sport activities are potentially hazardous and we recommend that training on how to use products we sell is carried out by a qualified trainer.
Explore More Benefits Scheme Terms & Conditions
The Explore More Benefits Scheme is operated by Outdoor and Cycle Concepts Ltd. Unit 11 Kemble Business Park, Crudwell, Malmesbury, Wiltshire SN16 9SH (we", "us" or "our").
Please read these terms and conditions carefully before using the membership card which we provide you under the scheme ("your membership card"). By registering with the scheme or using your membership card, you indicate that you accept these terms and conditions.
Registration to Explore More Benefits Scheme
Any individual who is aged 16 years or over and is a resident of Great Britain is eligible to become a member of the scheme. Our employees and any relatives of such employees are eligible to become members of the scheme, subject to the restrictions in these terms and conditions.
You can apply to become a member of the scheme by registering in any participating Snow + Rock, Cycle Surgery, Runners need or Cotswold Outdoor store. We reserve the right to refuse any application for membership.
Explore More membership card
As a member of the scheme you will receive a membership card which will remain our property. Your membership card is evidence of your membership of the scheme and you may be required to present this in certain circumstances.
A membership card is not a cheque guarantee, credit or debit card, and cannot be exchanged for any monetary value. Your membership card may only be used by you and for your benefit. You may not transfer any rights or duties of your membership. We reserve the right to withdraw any individual membership card at any time.
You can use your membership card at participating Snow + Rock, Cycle Surgery, Runners Need or Cotswold Outdoor stores, on the Cotswold website www.Cotswldoutdoor.com or via phone or mail order. You cannot redeem any benefits of the scheme at any store which does not participate in the scheme, including (but not limited to) The North Face, Harrods, Selfridges and Rock Bottom Outlet. We reserve the right to enrol, withdraw or amend the participation of any store in the scheme at any time.
Changes to Explore More Benefit Scheme
If your contact details change, please contact us on 0845 100 1000 (Monday to Friday 9am – 5.30pm) or by email to email@example.com and we will update these for you. You may be asked to register or confirm existing security details.
We reserve the right to revise and amend these terms and conditions from time to time and we will notify you of such changes by using the contact details you have provided to us or by posting a notification on our website. You will be subject to the terms and conditions in force at the time that you make use of a benefit under the scheme.
We reserve the right to withdraw this scheme at any time in accordance with these terms and conditions.
Two Year Guarantee
All products sold are covered by a manufacturers guarantee. These are normally twelve months unless otherwise stated from the date of the original sales invoice.
In addition to the first twelve months manufacturers guarantee for all purchases recorded against your Explore More membership we provide a further twelve months guarantee on all new products Purchased from 28th October 2015 at no extra cost.
This guarantee covers items against failure to provide reasonable wear owing to defective workmanship or materials from reasonable wear.
If your item does develop a fault, we will arrange for it to be repaired or replaced, at our discretion, free of charge. If the item is replaced, and an exact replacement is not available, we will do so with one of equivalent specification.
The guarantee excludes faults caused by accident, neglect, including improper care, treatment or exposure to conditions deemed beyond normal conditions, misuse or where the product is deemed to have come to the end of its life through reasonable wear and tear. Any liability is limited to the item only and excludes any consequential loss.
Terms of Explore More member benefits
Monthly Prize Draw:
Until further notice, members will have the opportunity to be entered into a prize draw to win gift vouchers for Snow +Rock, Cycle Surgery, Runners need or Cotswold Outdoor.
(a) Entry for residents of Great Britain
As a resident of Great Britain (England, Scotland or Wales), each time you supply your membership card number when purchasing goods in a participating Snow +Rock, Cycle Surgery, Runners need or Cotswold Outdoor store in Great Britain, on the Cotswold website www.cotswoldoutdoor.com or via phone or mail order, you will be automatically entered into a monthly prize draw.
(b) Entry for residents of Northern Ireland
For residents of Northern Ireland, no purchase is necessary. You may enter a free prize draw by sending your name, address and membership number on a postcard to the postal address set out below.
For residents of Northern Ireland only six entries are permitted each month. Each postal entry must be sent under separate postage and received by the closing date for the promotion in question, which will be the last day of the calendar month. If they are postmarked in one month but received the following month they will be entered into the draw for that following month for as long as such promotions continue to be held.
(c) Terms applicable to all entries
A member cannot make an entry on behalf of another person. No responsibility will be accepted for entries that are lost, delayed, mislaid or damaged in the post. Proof of posting will not be regarded as proof of delivery. Any entry which is illegible, contains false, incomplete or misleading information or is otherwise not in accordance with these terms and conditions will be ineligible for entry into the draw. No purchase is necessary. All prizes must be claimed within 3 months of notification of winning the prize.
All entries from residents of Great Britain and Northern Ireland go into the "hat" for each draw. Each prize draw is open until the end of that calendar month. Within 5 days of the closing date of each prize draw, we will randomly select a winner entry from all of the eligible entries during that calendar month. We will notify the winner by post within 10 days of the closing date of that prize draw.
(d) Notification of winner
We will present the winner with Snow +Rock, Cycle Surgery, Runners need or Cotswold Outdoor gift vouchers to the value of £100. All prizes will be provided to winners, within 30 days of the closing date of the prize draw by post or, where the winner agrees, having been offered this at our discretion, in person at a Snow +Rock, Cycle Surgery, Runners need or Cotswold Outdoor store. Normal Snow +Rock, Cycle Surgery, Runners need or Cotswold Outdoor gift voucher terms and conditions apply. Gift vouchers may be redeemed in any Snow +Rock, Cycle Surgery, Runners need or Cotswold Outdoor store.
By entering a prize draw, you grant us permission to use your name and likeness for the purpose of announcing the winner of the prize draw and for any print, point of sale or other marketing materials relating to this prize draw. Entrants must retain all transaction receipts as proof may be required when claiming prizes.
If you are a winner, you may have to provide additional information (including, without limitation, proof of age, transaction or identity) and complete additional documents and return them to us within a specified period. If you fail to satisfactorily provide such information or complete such documents within the required time period, or if notification is returned as undeliverable, you may be disqualified as a winner and an alternative winner may be selected.
(e) Administration of prize draw
The Company is the promoter of this prize draw and all postal entries should be sent to: Explore More Entries, Outdoor and Cycle Concepts Ltd., Head Office, Unit 11,Kemble Business Park, Crudwell, Malmesbury, Wiltshire, SN16 9SH. No employee of the Company or a relative of an employee of the Company is eligible to enter this prize draw.
We reserve the right to disqualify any entrant and/or winner in our sole discretion if there is any reason to believe that there has been a breach of these terms and conditions or of the spirit of this prize draw. The Company's decision is final in all matters relating to this prize draw and no correspondence or discussion will be entered into. We will send to anyone on request the names of the winners in the 3 months immediately preceding any such request. Any request should be sent to the postal or email address set out in these terms and conditions and, if postal, should be accompanied by a self-addressed envelope. In the event of unforeseen circumstances the Company reserves the right to modify these terms and conditions prior to any closing date.
Offers and other additional benefits
From time to time we may provide you with additional offers and discounts which may be redeemed in participating Snow +Rock, Cycle Surgery, Runners need or Cotswold Outdoor stores, on our website or via phone or mail order and with selected third parties. Such additional offers and discounts are subject to any additional terms and conditions that we notify to you from time to time.
PLEASE NOTE: All offers cannot be used in conjunction with any other offer or discount and are subject to availability.
These Terms and Conditions do not affect your statutory rights as a customer.
If you need to reach us, please email us on firstname.lastname@example.org, alternatively during business hours you can call on: Freephone 0800 298 8898 (UK Only) or 0044 (0)1483 445239 or write to us at:
Waste Electrical and Electronic Equipment Regulations (WEEE)
The Waste Electrical and Electronic Equipment (WEEE) Directive is a UK law introduced on July 2007 with the aim to reduce the amount of waste created by electronic equipment. 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.
The introduction of these regulations mean that manufacturers of electrical equipment now need to pay for the collection, treatment and recovery of waste electrical equipment and that the suppliers of equipment, like high street shops and internet retailers, are now able to allow customers to return their waste equipment free of charge to have it collected.
So as an example, if a customer bought a new GPS from us we would accept their old GPS and prevent it going into a landfill site by disposing of it safely.
Under the WEEE regulations, all new electrical goods that fall under these regulations will be marked with the crossed-out wheeled bin symbol shown here.
How to return your WEEE:
Customers must return their WEEE item to us within 28 days of purchasing their new item.
If you wish to return your WEEE item, you can drop it off at one of our stores, please note that you must show your .Com receipt at this time.
Alternatively you can post your item to the following address together with a copy of your receipt: CycleSurgery.Com, 2 Thornberry Way, Guildford, GU1 1QB. Please note any or all postage costs are your responsibility.
**Update for 2010** Under the Waste Battery Regulations, Cycle Surgery/Snow and Rock are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to any of our stores in person (please do not post).
Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com
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.