Terms & Conditions

COMPLAINTS

Here at Stif we pride ourselves on our customer service and strive to ensure every step of your journey lives up to the high standards we set. If you feel there's something we could have done better, please do let us know. You're welcome to call us on 01423 802208, drop an email to customerservice@stifmtb.com or use the contact form on our website.

If the nature of your complaint concerns one of our partner companies, be it a shipping company or payment provider, please come to us first using one of the methods above and we will work directly with our partners to resolve your complaint. 

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna.
Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks. You can see more info on Novuna's complaints proceedure by visiting https://www.novunapersonalfinance.co.uk/complaints/

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service

website: www.financial-ombudsman.org.uk

For a full 

PRIVACY

Stif Mountain Bikes is committed to protecting your privacy. This Privacy Policy explains our data processing practices and the ways in which your personal data is used. If you have any concerns regarding your personal information or any queries with regard to our processing please contact us at sales@stifmtb.com

PERSONAL INFORMATION WE COLLECT

When you visit the site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the site, and information about how you interact with the site. We refer to this automatically-collected information as "Device Information"

We collect Device Information using the following technologies:

• "Cookies" are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org
• "Log files" track actions occurring on the site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
• "Pixels" are electronic files used to record information about how you browse the site.

Additionally, when you make a purchase or attempt to make a purchase through the site, we collect certain information from you, including your name, billing address, shipping address, email address, and phone number. We refer to this information as "Order Information". When we talk about "Personal Information" in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect to fulfil any orders placed through the site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

Communicate with you;

Screen our orders for potential risk or fraud; and

When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our site (for example, by generating analytics about how our customers browse and interact with the site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION

All payments are processed through our merchant partners - Hitachi PaybyFinance, Paypal & SagePay. You can read their privacy policy on these companies respective websites.

We use Google Analytics to help us understand how our customers use the site - you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Our web site may contain links to other web sites which are outside our control and are not covered by this Privacy Policy. If you access other sites using the links provided, the operators of these sites may collect information from you which will be used by them in accordance with their privacy policy, which may differ from ours.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

DATA RETENTION

When you place an order through the site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

ORDERS

Our acceptance of an order takes place on dispatch of the order, at which point the purchase contract will be made. The responsibility for the goods as shipped is ours until you are in receipt of the goods if ordering in the UK. 

International Orders are delivered Duty Unpaid, which means they become your responsibility when they reach the destination country. You may be liable for Tax and Duties to be collected by your local customs before your order is able to complete its journey to your address. By placing an order you understand that these charges are your responsibility and that refusal to accept delivery on the grounds of these charges is not grounds for a return and refund of the products purchased. Should delivery be refused any refund given will have outward and return shipping costs deducted. For accurate estimates of applicable taxes and duties, please consult your local customs office.

Depending on your chosen method of payment, you may be charged when placing your order. 

RETURNS

At Stif Mountain Bikes we pride ourselves on our superb customer service and here is a typical example of our commitment to you, our customer.

If you make a purchase from Stif Mountain Bikes and upon receipt of the goods decide you have the wrong size, you don't like the colour, or you've just changed your mind, you can have a replacement or a full refund...your choice. So here's the deal. Return the goods, unused, in the original packaging and within ten days for a full refund or replacement. Under these circumstances we cannot refund any postage charges. DVD's, Videos or food products must have the original seals intact for obvious reasons.

Faulty or Damaged Goods - In the event of you receiving goods which are of an unsatisfactory quality, the goods may be returned (with the original packaging in the case of damaged goods), within 14 days, and you will receive a full refund of the cost of the goods plus all postal charges.

When we have processed the returned goods and your card has been credited, we will confirm this via email.

When returning goods we advise you to return products by recorded delivery as we cannot accept responsibility for items lost in the post.

The Stif Mountain Bikes returns procedure does not affect your statutory rights as a consumer. 

DISCOUNT CODES

Discounts made under a specific discount code do not include any products highlighted as non-inclusive on said offer.
Finance is not available on any orders which have had a discount code applied to them.

Stokens

• Stokens are redeemable in-store only.
• Stokens are given at staff discretion
• Purchases between £100-£149 receive a £10 stoken
• Purchases between £150-£199 receive a £15 stoken
• Purchases between £200-£249 receive a £20 stoken
• Purchases between £250-£299 receive a £25 stoken
• Purchases above £300 receive a £30 stoken.
• Stokens can not be redeemed on sale items or any bikes.
• Stokens can not be used for workshop labour.
• Stokens must be used by the date written on the front of the card.
• Stokens can not be used in conjunction with other vouchers, discounts, or gift cards, cycle-to-work schemes, or other stokens.
• The original customer must use Stokens.
• The Stokens cannot be used online.
• Loss of your Stoken card will result in the loss of your Stokens.
• Stokens hold no cash value
• Stokens can only be used at Stif Mountain Bikes.
• Stoken is only valid if signed by an employee of Stif Mountain Bikes.

LIABILITY

Jungle Products LTD T/A Stif Mountain Bikes try to ensure that all material contained in this website is accurate. Stif Mountain Bikes accept no responsibility for any loss which may be construed to be as a result of relying on information contained in this website, or in respect of any omissions or errors. All the material contained on this site is of a general nature and the views or opinions expressed therein do not reflect the views of Stif Mountain Bikes and we give no warranty to any of the information contained on stifmtb.com. Furthermore, any views expressed in material placed on this website by third parties, does not in any way represent the views of Stif Mountain Bikes and we accept no responsibility for any loss resulting from this third party content. In addition, we cannot guarantee that the content of this site is either accurate or reliable and that the site or the server which generates the site are free of viruses or other technical hazards.

The stifmtb.com site is provided by Stif Mountain Bikes. without any warranties or guarantees. The viewer must bear the risks associated with the use of the Internet.

The stifmtb.com site provides content from other Internet sites or resources and while stifmtb.com tries to ensure that material included on the stifmtb.com site is correct, of high quality and error-free, it cannot accept responsibility if this is not so. stifmtb.com will not be responsible for any errors or omissions or for the results obtained from the use of such information or for any technical problems you may experience with the stifmtb.com site. If are informed of any errors or inaccuracies in the material on the site we will correct the errors or inaccuracies as soon as possible.

We disclaim all liabilities in connection with, the incompatibility of the stifmtb.com site with any of your equipment, software or telecommunications links, and also technical problems including errors or interruptions of the stifmtb.com site.

To the extent allowed by law, you agree that we will not be liable to you or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to the stifmtb.com site or your use of it.

Nothing in these Terms and Conditions shall exclude stifmtb.com's liability for personal injury or death caused by its negligence.

INTELLECTUAL PROPERTY

Material on this website is copyright protected. Such copyright is owned wholly by JungleProducts LTD. Users of this site may print or download any information for personal use, but may not use any of the site content for commercial purposes. The content of this website is not to be used or incorporated in the content of any publication or in any other website without the express permission of Stif Mountain Bikes.

The stifmtb.com Site is owned and operated by JungleProducts LTD a company registered in England No. 03291752 whose registered office is at The Cedar, New York Mills, Summerbridge, Nr Harrogate, HG3 4LA

If you have any queries please contact Customer Services at sales@stifmtb.com or by telephone +44 1423 780 738