Terms and Returns Policy

True North Cycle Hub


Terms & Returns


Seller means True North Adventures Ltd, Trading as True North Cycle Hub (Upper Hulme Mill, Upper Hulme, Leek. ST13 8UA) and the company's web site www.truenorthcyclehub.co.uk .
Customer means the person or company to whom this document is addressed.

These terms and conditions are applicable to the supply of products supplied by the Seller, hereafter referred as True North Cycle Hub, to the buyer hereafter referred as the Customer.


2.1 All prices are quoted in British Sterling and are inclusive of VAT if indicated ("incVAT")(at 20.0%, IF APPLICABLE) (as may be prescribed by law from time to time). 
2.2 All prices are plus postage by UPS, DHL, DPD, Collect Group, Royal Mail or TNT.
2.3 Prices excluding VAT(at 20.0%) are also quoted in the product pages. Orders delivered to countries outside of the EU will not be charged VAT but may incur taxes from the receiving country. The True North Adventures Ltd are not responsible for any charges incurred once goods have been transferred to the courier.

Our contract with consumers is covered by the Consumer Rights Act 2015 (the Act) and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These do not cover business to business sales including bikes supplied under the Cycle to Work Scheme. Goods purchased with finance are subject to the agreement with the finance provider.(See Klarna Information)

We are under a legal duty to supply goods in conformity with the agreement between us however we make no representations that goods are fit for any purpose other than that for which such goods are normally supplied. If you wish us to confirm that goods supplied are fit for any other purpose then you must expressly or by implication make this requirement known to us and request that confirmation in writing prior to the sales contract. This does not apply if the circumstances show that you do not rely, or it is unreasonable for you to rely, on our skill or judgement.

Please be aware that new bikes need a period of bedding in & may be subject to rattles, squeaks and creaks. This is quite normal & the drivetrain in particular is likely to need adjustment to continue to operate satisfactorily. In addition to regular maintenance bikes should be regularly checked by a professional for safety. Bikes purchased at True North Cycle Hub are subject to three free services, one within 3 months of purchase at which time we will address any issue, then 2 subsequent services at 1000 mile intervals not exceeding 24 months duration.

In the event of a request to return under the Act, or otherwise for business sales, you must return the goods to us for inspection. We do not pay for time or costs incurred in returning items. In the event of a return we will inspect the goods & either repair, replace or refund in accordance with the terms of the Act.

Please note that bikes require regular & routine cleaning & maintenance to operate satisfactorily. Returns and/or warranty claims will not be accepted where it is apparent that satisfactory maintenance has not been carried out or the goods have been subject to misuse or abuse. Bulbs, brake pads / blocks, bearings, tyres, tubes, chains, sprockets, hangers and cables are regarded as consumables & will only be replaced if defective at the time of delivery.

All goods supplied must be immediately inspected upon receipt & we must be notified in writing within 24 hours of any apparent faults, defects or other issues. You agree that all communications between us may be via e-mail.

Manufacturers regularly change the specifications of their products & changes may be made to the components of models supplied. Most of these will be regarded as minor however if any particular component specification is important to you then you must ask us to confirm this in writing prior to placing the order.

Reservations (pre-orders) are final and subject to a charge (£200.00) which represents our time and other costs in reserving & administering advance orders. This is fully deductible from the cost of the product on delivery but otherwise, unless we are unable to fulfil the contract, is non-refundable. Customer cancellation will result in a fee of £50.00 levied, and will be deducted from the paid charge.  Delivery timescales for pre-orders are estimated only & are subject to change dependent upon the manufacturers and distributors. Time will not be considered to be of the essence for pre-orders & we may supply at any time during the model year for the bike ordered. In the event of changes in the rate of VAT, duties, supplier's prices or any other costs or charges we reserve the right to adjust our sales prices accordingly. 

To the extent that the law permits, any liability which may be incurred as a result of the use of a product sold or serviced by us is limited to the cost of repairing or replacing the failed product or component at our discretion, either within or outside of warranty periods, and does not extend to any loss or damage which may be caused as a consequence of misuse or failure of the products. Damages to the product, other property or any persons are the responsibility of the buyer and/or rider. We are not liable for any consequential loss or damage arising out of the fact that you are temporarily unable to use a bike or other product.  By using a product sold or serviced by us you are stating that you have read this disclaimer and agree to hold us, our owner/s and any of our employees or directors free from all liabilities, that you agree you are using and operating the product at your own risk, and that no warranties or guarantees are made by us, expressed or implied, on performance or operation.

None of our terms affect your statutory rights. In addition to your statutory rights our products may be subject to various manufacturers’ warranties and guarantees. We will assist you in taking advantage of these warranties and guarantees provided the goods are returned to us within the relevant period. We do not pay for the costs involved in returning or re-delivery. Please see our warranty sectionor further details. Please also be aware that second hand bikes aren't covered by warranties and guarantees which rest with the original purchaser.

On premises contracts

All on premises contracts are final. We only accept returns or cancellations where goods are not of satisfactory quality, do not match a sample or do not match a model seen or examined as defined by the Act. You are encouraged to fully inspect goods prior to completing the contract and before leaving the premises.

Distance and off-premises contracts

The following sections only apply to distance and off-premises B2C contracts. All on-premises and B2B sales, including all bikes supplied under the Cycle to Work Scheme, are final. Goods purchased with finance are subject to the agreement with the finance provider. In our case this will lie with your contract with Klarna.

Please note that if you wish to exercise your right to return goods under these provisions items must be NEW and UNUSED in order to receive a full refund. The retail sales value of a used item is generally 60% of the new and unused value. THIS APPLIES EVEN IF A BIKE HAS BEEN RIDDEN ONLY ONCE. Please therefore ensure that the item has not been used at all unless you are likely to receive only 60% of what you paid for it when new. Please USE A BOX and proper packing materials.  Items damaged due to careless packaging will not be refunded. Sales of items specially ordered, including specially ordered sizes, or customised to customers requirements are final & may not be returned.

Other than for defective items we do not accept returns of tools unless they are returned unopened and in their original packaging. 

Right to cancel

Under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel distance and off-premises contracts within 14 days without giving a reason.

The cancellation period will expire 14 days from the date on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us, True North Adventures Ltd, Upper Hulme Mill, Upper Hulme. Leek. Staffordshire, ST13 8TY. Or orders@truenorthcyclehub.co.uk) of your decision to cancel the contract by a clear statement (e.g. a letter sent by post or e-mail). We will then send you an authorisation number that must be included within the returned item

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. We recommend that you send this by email however if you choose to do this by post then we recommend that you use a signed for service.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:-

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from the contract to us. The deadline is met if you send the goods back before the period of 14 days has expired.

It is the customers responsibility including bearing the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. The retail sales value of a used item is generally 60% of the new, unused value. THIS APPLIES EVEN IF A BIKE HAS BEEN RIDDEN ONLY ONCE. Please therefore ensure that the item has not been used at all unless you are likely to receive only 60% of what you paid for it when new.


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