UK orders for Parts and Accessories will be subject to a flat rate £2.99 delivery charge unless the order is over £100, in this case the delivery charge is waived. Orders for bikes to the UK will be benefit from free delivery. International orders for clothing and accessories will be charged according to the location and for bikes the charges will also vary. The delivery charge will appear in your basket with the bike.
Deliveries of bikes are usually despatched within 2-3 days after receipt of the order. We aim to despatch items within 2-3 days but despatch could take up to 7-10 days. If for any unforeseen reasons there is a delay, we will contact you.
Courier deliveries are not made during the weekends or Bank Holidays.
Orders of clothing or accessories taken after 2pm will be despatched the following working day.
For orders outside the UK please allow 28 days for delivery. Please contact us at [email protected] if the order does not arrive in this time.
All deliveries are made by a courier service that will require a signature for acceptance of the goods. If you are out at the time of delivery a card will be left notifying you of the collection depot and instructions for your parcel. Please let us know if you would like to make alternative arrangements.
Confirmation of your order will be e-mailed to you.
All specifications are subject to change without prior notice.
Once goods have been dispatched you cannot cancel the order, however up until the time of dispatch orders may be cancelled. Delivery will be initiated within 24 hours of the order being placed.
If we are unable to supply you with Products, for example because those Products are not in stock or are no longer available, we will inform you of this by email and we will not process your Order. If you have already paid for the Products, we will refund you the full amount as soon as possible.
We accept VISA, MasterCard, VISA Electron (UK issued), VISA Delta (UK issued), Maestro (UK Issued) Solo and American express. All transactions are in pounds Sterling (£).
Online payments are handled using Sagepay which uses encryption and are therefore highly secure.
For all goods being despatched outside the UK, VAT is not charged but the order could be subject to import duties and taxes, which may be levied once a shipment reaches your country. Local sales taxes and import duties are the responsibility of the purchaser. All relevant documents/invoices will be included with your shipment as is legally required. For details of Customs charges please consult your own Customs authorities for the latest rates. Additional charges for customs clearance must be borne by the customer; unfortunately, we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.
Refunds on purchases will be made to the purchasers credit/debit card account.
Orrobikes.com will keep no customer credit/debit card details on record.
If goods arrive damaged please advise us within 30 days by email or telephone to arrange return and refund of the items.
If for any reason you are not satisfied with your goods, please notify us by email on [email protected] within 14 days of the date of receipt. We will arrange to exchange, or refund the goods, providing they are returned in perfect condition, unused and with their original packaging within another 14 days.
Refunds of the goods will be made to the purchasers credit/debit card account within 30 days after notification.
Return postage costs for non-faulty items are wholly at the cost of the purchaser. Orro Bikes will only consider covering return postage costs for faulty or warranty items.
Orro Bikes is a division of The Martlet Group Ltd, company registration number 03004608.
Address:
Orro Bikes Warranty & Returns
Unit S Swallow Enterprise Park
Diamond Drive
Lower Dicker
East Sussex
BN27 4EL
Warranty Policy
ORRO bikes are built to last. Register your ORRO bike today to upgrade your standard two-year warranty to an extended five-year warranty.
The warranty term begins with the date of frame purchase. The original, dated sales invoice or other dated proof of purchase is required. The warranty must be registered for within 12 months of purchase and applies to the original purchaser only. No dealer and no other agent or salaried employee of Orro Bikes Ltd is authorised to modify, extend or broaden the scope of the warranty.
Warranty validation
This warranty covers only defects of materials and manufacturing arising under normal conditions.
The following, without limitation, are not covered by the warranty:
• Products having reached the end of their useful life cycle.
• Product defects resulting from accidents, or oxidation perforation due to severe winter climate and salted roads.
• Modifications not advised or approved by Orro Bikes Ltd.
• Neglect, abuse or improper use, or lack of appropriate or reasonable maintenance
• Paint and transfers are subject to the original 2 year warranty and not part of our extended 5 year warranty
• Incorrect or incomplete assembly, or use of incompatible spare parts or accessories. Components mounted on Orro frames such as wheels, drivetrains, brakes, seatpost, handlebars and stem are covered by the warranties specific to the respective brands.
It is the purchaser’s responsibility to have his or her bicycle inspected and verified by an authorised Orro dealer to process a warranty claim.
Repair or replacement
Orro Bikes will replace or repair, at its discretion, any defective product, without charge. The costs of shipping, handling, assembly/disassembly and replacement parts are not covered by this warranty.
Orro Bikes Complaints Policy
Introduction
At Orro Bikes, we strive to provide the highest quality products and services to our customers. However, we understand that there may be occasions when our customers are not entirely satisfied. We take all complaints seriously and aim to resolve them quickly, fairly, and efficiently. This policy outlines how customers can make a complaint and the steps we will take to address and resolve their concerns.
How to Make a Complaint
Customers can submit their complaints through the following channels:
You can send your complaint to our customer service team via email at [email protected]. Please provide as much detail as possible, including your order number, the nature of your complaint, and any relevant supporting documents or images.
Phone
You can reach our customer service team by calling our dedicated line at +44 1444 243000. Our lines are open Monday to Friday from 8:30 AM to 5:00 PM (GMT). Please have your order number and relevant information ready to help us assist you more efficiently.
Contact Form
You can also submit your complaint using the contact form available on our website at www.orrobikes.com/contact. Provide all the necessary details to help us understand and resolve your issue.
What Happens Next?
Follow-Up
If you are not satisfied with the resolution provided, you can request further review by contacting our Customer Service Manager at [email protected]. Please reference your original complaint and provide any additional information that may assist in the further review.
Continuous Improvement
We value your feedback and use it to improve our products and services continually. All complaints are recorded and reviewed periodically to identify trends and areas for improvement in our operations and customer service processes.
Contact Us
For any questions about this policy or to follow up on a complaint, please contact us via any of the channels listed above. We are committed to ensuring that your experience with Orro Bikes meets your expectations, and we appreciate the opportunity to address any concerns you may have.
Thank you for choosing Orro Bikes.