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CUSTOMER INFO & FAQS
Frequently Asked Questions
General
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
We accept all major credit/debit cards & PayPal. Any orders placed for out of stock item(s), you will be contacted and notified of an estimated time or arrival for your item(s) to confirm delivery time. If you do not wish to pay online, you may send your card information via phone.
If you have made a mistake in your order and cannot correct it in the shopping carts, contact us and we will correct the mistake.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of you order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
BACK ORDERS
If your item(s) are not in stock, we will back order for you. You will always be emailed/contacted with the option to cancel your order if you would rather not wait. If you do not reply to our contact, your item will be left on back order and dispatched as soon as the product is again available.
DELIVERY SCHEDULE
We process your order straight away. We will always try to post your order out to you on the same day, if received before 2pm within the UK.
Free UK delivery is dispatched using a standard 2-3 working day service.
STANDARD - Royal Mail 48 (ETA 2-3 business days)
In your area, Royal Mail could deliver on Saturdays.
EXPRESS - Royal Mail 24 (ETA next business day)
In your area, Royal Mail could deliver on Saturdays.
International orders are generally advised of a lead time upon receipt of order.
International customers should be aware that the shipping cost excludes any customs fees if applicable.
We aim to ship all orders within a maximum of 2 days upon receipt of order. This is not a contract for shipping. If for any reason your order is likely to be subject to a longer delivery time, we will e-mail you to advise you of an expected/approximate delivery time. If this is not acceptable please contact us as soon as possible.
If you choose to select your country as 'None of these Countries', we will contact you later to calculate the shipping cost and for your payment prior to shipping your order.
You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
BACK ORDERS
If your item(s) are not in stock, we will back order for you. You will always be emailed/contacted with the option to cancel your order if you would rather not wait. If you do not reply to our contact, you item(s) will be left on back order and dispatched as soon as the product(s) are available.
RETURN POLICY - Instructions for returns (please follow the instructions below to return the item).
If you are thinking of returning an item in all instances you MUST CONTACT US to discuss. Failure to do so will result in refusal to accept returns.
Returns
All returns must be in new condition and include all original manufacturers packaging. Returns must be received by Mx Factory Parts Ltd within 14 days of the contacted date. Mx Factory Parts Ltd is not responsible for any damage or loss of returned packages and we suggest that you insure the returned package through the carrier. Always INSURE your return package for the full retail value of the item and obtain a TRACKING NUMBER from your chosen delivery services. Unfortunately, we cannot process refunds on damaged items; damaged items will be returned to the customer via our delivery service.
YOU HAVE SENT ME THE WRONG PRODUCT:
If we have sent you a product(s), not listed on the invoice we will be happy to exchange said product for the correct item, unless arranged by prior agreement or accompanied by explanatory note detailing the changes.
- Goods must be returned within 14 days of receipt.
- Goods must be in original packaging.
- Goods must not be fitted or used and must be returned in as new condition.
You will have to pay the postage of return for the goods and we will refund these costs to your original payment method. Proof of postage i.e. a receipt is required before a refund is granted. Always INSURE your return package for the full retail value of the item and obtain a TRACKING NUMBER from your chosen delivery.
I ORDERED THE WRONG PRODUCT:
If we have sent you a product(s) listed on your invoice we will be happy to:
Refund the unwanted item subject to a restocking charge of 15%.
Replace the goods for the correct item (additional charges may be incurred subject to the cost of the item required).
- Goods must be returned within 14 days of receipt.
- No returns will be accepted after 30 days.
- Goods must be in original packaging.
- Goods must not be fitted or used and must be returned in as new condition.
You will have to pay the postage of the return for the goods. No refund of postage will be given. Any further item dispatched will be subject to the stated postage tariff. Always INSURE your return package for the full retail value of the item and obtain a TRACKING NUMBER from your chosen delivery service.
I NO LONGER WANT THE PRODUCT:
If we have sent you product(s) listed on your invoice we will be happy to:
Refund the unwanted item subject to a restocking charge of 15%.
- Goods must be returned within 14 days of receipt, if returned after 14 days a credit note will be issued.
- No returns will be accepted after 30 days.
- Goods must be in original packaging.
- Goods must not be fitted or used and must be returned in as new condition.
You will have to pay the cost incurred to return the goods. No refund of postage will be given. Always INSURE your return package for the full retail value of the item and obtain a TRACKING NUMBER from your chosen delivery services.
I HAVE RECEIVED DAMAGED OR FAULTY GOODS:
If the packaging or the product received is faulty or damaged in anyway, you MUST contact us IMMEDIATELY. Proof will be required.
- Goods must be returned within 14 days of receipt.
- Goods must be in original packaging.
- Goods must not be fitted or used and must be returned in as new condition.
You will have to pay the postage of return for the goods and we will refund these costs to your original payment method. Proof of postage i.e. a receipt is required before a refund is granted. Always INSURE your return package for the full retail value of the item and obtain a TRACKING NUMBER from your chosen delivery services.
No returns are accepted on new or unused products after 14 days of purchase. Returns for warranty consideration must be approved by Mx Factory Parts Ltd. Prior to ANY return shipment, call/e-mail Mx Factory Parts Ltd before hand. New product(s) must be in original packaging and in a condition fit to sell as new. Authorized returns may be subject to a restocking fee of up to 15% of the original purchase price. All sales are final on discounted items.
ARC Levers have a lifetime guarantee. If you bend or break an ARC product, just click the link and fill out the ARC warranty form.
We will get your new or repaired lever going for you!
Please complete the claim form to process the warranty Click here (https://www.mxfactoryparts.co.uk/arc-levers-warranty-claim)
Mx Factory Parts Ltd do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addressed if the address book is used and to store your details if you select the 'Remember Me' option. They are also used after you have logged on as part of that process. You can turn off cookies with your browser by going to 'Tools | Internet Options | Privacy' (in Internet Explorer) and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:
a: Take and fulfil customer orders.
b: Administer and enhance the site and service.
c: Only disclose information to third-parties for goods delivery purposes.
Due to current financial climate and human error some prices are subject to change which can make it impossible at times to keep prices up-to-date on our website. If in doubt, please check with our team first if you are unsure on a price. We hope you understand the circumstances and thank you for being supportive with regard to this.
All prices are subject to change without prior written or oral notice. All orders are invoiced at prices in effect at the time of shipment.
Mx Factory Parts Ltd believes the contents and specifications of its catalogue, website, ads and promotions are correct. We assume no liability for any errors in listings, specifications, part numbers, prices or model applications. We reserve the right to change specifications, product descriptions, product quality, pricing and application at any time without prior written or oral notice.
Black Friday Sale 2024 T&C's:
Only valid on in stock item(s)/online orders when the promo code is applied or is automatically generated on checkout, in any circumstance the item(s) you order are out of stock you will be notified, and a refund will be issued.
This offer cannot be used in conjunction with Rider Support or any other discount promotions.
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