FAQ - Upgrade Bikes


What are our basic Terms and Conditions?

(Full Terms and Conditions please click here)

Please see below for some of Upgrade Bikes Limited’s (hereafter referred to as Upgrade) basic terms and conditions. All goods are supplied subject to Upgrade’s Full Terms and Conditions. A full list of terms and conditions is available upon request.

What is our Ordering and Despatch Time?
Any order received at Upgrade by a representative of a Customer’s business is deemed valid and Upgrade’s terms and conditions therefore apply. Where possible Upgrade will despatch orders on the day of ordering, however this may not always be possible. Orders are packed in the order that Upgrade receives them, so please try to place orders as early as possible. Generally orders need to be placed before 2:30pm in order to be despatched on the same day. Where orders are needed urgently please advise at the time of ordering and we will do what we can to meet your needs.

What are our Carriage Methods?

All UK orders are despatched by DPD Local Courier or Royal Mail. We are unable to deliver to any address other than that of the trade account.

What are our Postal Rates (Trade Only)?

Any small items can be sent via Royal Mail at a cost of £3 + VAT

Mainland UK (Excluding Scottish Highlands, Channel Islands | Isle of Man and Northern Ireland)
24hr DPD Local service £6.50 + VAT
Free carriage* (24hr) on all B2B orders over £100 trade excluding VAT (free carriage over £200 for any other order method).
Complete bikes – £5.00 per bike.

Scottish Highlands, Islands, Northern Ireland and Republic of Ireland
48hr DPD Local service £12 + VAT
Free carriage* (48hr) on all B2B orders over £200 trade excluding VAT (free carriage over £300 for any other order method).
Complete bikes – £10.00 per bike.

* Except complete bikes.

All other destinations
Price on application - please telephone.

What are our Pricing and Specifications?

Trade prices are confidential. Trade prices quoted exclude VAT.
Suggested retail prices include VAT at the current rate of 20%.
All prices quoted are subject to change or alteration without prior notice (errors and omissions excepted) and sometimes there maybe errors, for which we apologise in advance.
Upgrade reserves the right to modify specifications, sizes or colours of goods without prior notice.

How are orders paid for?

Orders may be paid for by cheque or most major credit and debit cards. Upgrade does not offer a settlement discount – please do not ask for one. All payments are on a pro-forma basis unless a trade credit account has been opened. Upgrade does not automatically send out monthly statements and the onus is with the customer to make timely payments. Any credit account customers who are persistent slow payers will have their credit limit reduced or account facilities withdrawn without notice. If the situation arises where payment is not received Upgrade will pass the debt onto a debt collection agency, without notice and the customer will be liable for any and all costs incurred. Upgrade will automatically add this without notice. Upgrade reserves the right to charge interest on overdue invoices.

How do we handle Account Customers

Upgrade does not offer trade credit accounts to new customers. New customers must pay for the 1st 3 orders on a proforma basis. Upgrade can accept payment for orders by cheque or we accept most major credit cards. Dealers that fail to stay within payment terms or credit limits will be deemed to have breached the terms and conditions and supply of future orders maybe refused.

How do we handle Back Orders?

Back orders are not shipped carriage free; unless they exceed £50 trade value (excluding VAT). Items that are out of stock will be placed on a separate back order. Wherever possible, Upgrade will inform you at the time of ordering if a product is out of stock. Upgrade will ship the back order to you as soon as possible. Upgrade will not ship anything without first checking with you that you still need the product or if you need anything else.

How do we handle Warranty and Returns?

All returns are at the sender’s expense. Upgrade Bikes will not arrange or pay for collection of goods to be returned. Returns will only be accepted with a valid returns number. Please contact Upgrade directly for a return authorization number. In the event of a warranty claim; please contact our warranty department to get a return authorisation number, only then may goods be returned to Upgrade. Do not replace or credit any products to your customer, before returning the product to Upgrade.
Any customer (dealer), who promises to refund or replace an item without authorization from Upgrade, does so at his or her own risk.
Upgrade will endeavour to deal with warranty issues within 48hrs of Upgrade receiving the product.
Upgrade will repair or replace faulty parts only¬ not complete assemblies.
Upgrade representatives and sales representatives are not authorized to collect goods, give return numbers, authorize credit or replacement of product

What is our basic Warranty Info?

The warranty does not cover normal wear and tear. (i.e. bearings. accidents, abuse, neglect, improper assembly (such as crossed bottom bracket threads), poor maintenance or installation of parts and accessories not originally intended for, or compatible with the bicycle as sold are also not covered by this limited warranty. The fitting of suspension forks with travel longer than the recommended maximum will also invalidate the warranty. (Please refer to the website of the brand in question) This Warranty does not cover any bending, creasing or twisting of the frame, this is considered as ‘crash damage’ caused through rider abuse or as the result of crashing. However this may be covered by our ‘accidental damage offer’ please see website or contact us direct for more details. Upgrade bikes Ltd reserve the right not to warranty bicycles, frames or components which in their opinion have been used for riding conditions outside the limits indicated for each model. These limits are also normally shown on the usage chart. (Please refer to the website of the brand in question)

It is important that your customer’s keep their warranty card and their original receipt as a record of ownership in the case of a potential claim and always consult initially with you (the dealer) direct not Upgrade. Proof of purchase is a condition precedent to coverage under the warranty. Failure to prove purchasing the product will result in the negation of the warranty.

The warranty only covers the original purchaser of the product and is not transferable.

What about Quantity Discounts and Settlement Discounts?

Upgrade does not offer quantity discounts other than those listed in the price list. Upgrade does not offer settlement discounts.

What is our Limited Distribution policy?

From time to time, products may be made available only through limited distribution. This is dependent upon the requirements of the brand and the ability of the supply chain to meet demand.

How do we handle Damages and Shortages?

Any damages or shortages of delivery must be notified in writing, fax or e-mail within 7 days of the invoice date. Any externally damaged cartons must be signed ‘Damaged’ with the carrier upon delivery. Failure to do so will invalidate any claim against Upgrade.

How do we handle Retention of Title and Risk of Goods?

Title to the goods against any invoice does not pass from Upgrade to the customer until the goods are paid for in full and no other amounts are outstanding from the Customer to Upgrade in respect of other goods supplied by Upgrade. The risk of the goods passes to the customer from the time of delivery to the customer or to any carrier or agent acting on their behalf.

Do you have any jobs?

At the moment we have no vacancies, however please feel free to post a copy of you CV to us and we will keep it on file.

Can I visit your warehouse?

Unfortunately not, as we are a wholesaler and distributor we don't have retail outlet facilities. However, we are a friendly bunch and welcome contact by post, email or phone.

Where can I buy products distributed by Upgrade Bikes?

Most UK bicycle retailers are able to get product for you. While many will have product in stock, some will be happy to order it in for you. Just ask your LBS (Local Bike Shop) to give us a call. If you're stuck, email us or check out our dealer locator at the top left of this page.

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