Online orders: returns, cancellations, substitutions & complaints
1. ONLINE ORDERS: RETURNS, CANCELLATIONS, SUBSTITUTIONS AND COMPLAINTS
If you are not happy with your online purchase for any reason, you can return it to us and we will refund you with the amount you paid for that item.
All we ask is that you inform us by email or post and return the product within 14 working days from the day after receipt. We will send you a return code and return address. Write the return code on the outside of the packaging, and then return the product to us at your expense in unused condition and in the original undamaged packaging (or packaging of the same quality) for a full refund less carriage charges. We recommend using an insured delivery service.
Returns must be made within 14 working days of delivery. You should allow up to 21 days from receipt by us of your returned goods for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the goods. Postage and packaging charges will not be refunded. This does not affect your statutory rights.
Please note that you are entitled to cancel any online transaction completed with us within 7 working days of receipt of the goods or services.
If you do cancel a trasnaction, then you must notify us in writing by sending an email to firstname.lastname@example.org or a letter to West Coast Harley-Davidson, Pit Lane, 8 Mossland Drive, Hillington Park, G52 4FA. You must retain possession of any goods and ensure that such goods are kept in the same condition as they were when they were delivered until such time as the goods are either collected by us or delivered back to us by you. We will notify you of when we wish to collect the goods. The goods will be collected by us within 7 days of our receiving your cancellation notice and we will charge the cost of collecting the goods and will deduct this from any sum owed by us to you.
You also have the right to cancel your order prior to despatch or performance within 7 days of placing it.
1.3. DAMAGED OR FAULTY GOODS
We employ professional carriers. Nevertheless, you must examine goods on arrival before signing for it. We will refund the full purchase price excluding postage and packing of an item which is delivered in a damaged or faulty condition or which develops a fault within 3 months from delivery (other than due to normal wear and tear, failure to follow instructions or misuse).
Alternatively, at your option, we will replace the item with the same or a similar product (subject to stock availability).
If a product is damaged or faulty, please contact us at once and no later than 7 working days of receipt or of the fault developing, and we will arrange a refund or replacement as you request.
Sometimes the product specifications from the manufacturer may change, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return it in accordance with our returns policy as outlined above under paragraph 8.1.
Please allow 30 days from receipt by us of your item for your refund to be processed or replacement item despatched.
We reserve the right to refuse to issue a refund/replacement item and to recover the cost of the returns delivery from you in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear.Â This does not affect your statutory rights.
If you wish to register a complaint please contact us;
By letter – West Coast Harley-Davidson, Pit Lane, 8 Mossland Drive, Hillington Park, G52 4FA
By Telephone – 0333 240 5888
If your complaint is relating to any of our Finance & Insurance services and we cannot resolve your complaint, you may be entitled to refer it to the Financial Ombudsman Service.
If your complaint is relating to any other matter and we cannot resolve your complaint please refer to our Alternative Dispute Resolution Provider as detailed below:-
The National Conciliation Service (NCS): www.nationalconciliationservice.co.uk