Service Centre Terms & Conditions
Flotec Suspension is an independent business that prides itself on providing the best in customer service, however even with the best will in the world sometimes unexpected problems do arise. We always try our best to deal with issues swiftly and to come to a conclusion that is satisfactory to the customer. By using this site you are agreeing to these terms and conditions.The following terms and conditions will apply to service work carried out by Flotec Suspension. Please read them carefully before booking a service.
All service work is guaranteed for 3 months from the date of repair to be free from defects in workmanship. Any product that is returned within this period and is found to be defective in workmanship will be repaired free of charge. This guarantee does not apply to products that have not been properly installed, maintained, adjusted correctly or simply misused. Neither does it cover product/component failure or wear and tear.
It is your responsibility to check the operation of your fork or shock within the warranty period.
Booking A Service
Please fill out the Booking Form (one form per item) to book a service.
You will be sent a copy of the booking form to the email address you submit. Print this email and include it with your package. If you are unable to print the email please copy the details by hand and include this instead.
You will receive confirmation of your booking within one working day. Where possible items will be booked in on your preferred date but if it's not available you will be offered the next available space. Unless there is a major issue or parts need ordered items will be service on the date they are booked in. To guarantee this we need to receive them the day before (unless a same day service has been arranged in advance). Items received without a booking form will be serviced in the first available space.
Please ensure all suspension items and bikes are cleaned before being delivered. We reserve the right to charge an additional fee for cleaning if we deem it necessary as this can greatly increase the time taken to perform a service.
An extra charge will be added for every item that needs to be removed and refitted to a bike.
All loose parts (mud guards, top caps, break mounts, mounting hardware, bolts, seat clamps etc.) should be removed before sending. If we receive these items they will be removed before servicing and returned in the condition they were received, without re fitting.
Sending Items To Us
If you are sending your fork or shock to us it is your responsibility to ensure that all items are adequately packaged and insured with whichever carrier you use.
We offer an optional collection service, via Parcel Force, for a fee of £17. If you request a collection through our collection service the parcel must be available on the date booked. If the parcel is not ready or the carrier is unable to collect due to incomplete/inaccurate instructions, an extra £10 ‘failed collection charge' will be added to your invoice.
All items must be adequately packaged with both your address and our address clearly marked on the outside. If you choose to leave your parcel in a safe place for collection you do so at your own risk. Please ensure all your details are correct at the time of booking.
Payment will be taken when the job is completed. If you need extra parts to complete the job, or an issue is discovered once the item is opened up, we will contact you to discuss options and authorise any additional payment first.
Payment can be made over the phone, by bank transfer or in person. We accept most major credit and debit cards and if you are collecting your items from the workshop you can also pay with cash. We do not accept payment by cheque.
We offer return postage via Parcel Force, for a fee of £9.50. You will not be charged per item.
Items will be returned in the packaging they are sent in. If the packaging they are sent in is deemed unsuitable we reserve the right to add a £5 charge and return items in a suitable box.
Race Podium Vouchers
Race podium vouchers are valid for 12 months from the date of the podium at which they were won.
Vouchers can be exchanged for fork, shock and seatpost servicing only. Extra parts and upgrades must be paid for separately.
No change given.
If a customers considers a repair too expensive and chooses not to go ahead with it an item will be held here for collection for 3 months. If the customer has not collected the item within this 3 month period then it will be disposed of.