Terms & Conditions
Hello and welcome to KAPZ custom bicycle products, based in the heart of Somerset (UK).
Through our online store we can accept orders from anywhere in the world - 100% securely and automatically.
Having now completed well over 30,000 individual orders, we understand the processes involved in creating and shipping our products out safely our customers, wherever they may be on the planet (Earth).
Our largest order to date was 1100 custom products - from scratch we designed, manufactured and shipped all 1100 products within a 4 week time-frame - so you can see that as well as our one-off customers, we are also very capable of delivering any volume of order we receive, quickly and easily whilst still maintaining the best quality product money can buy!
KAPZ was established in October 2012. We design, manufacture, customise and sell a range of cool, customised bicycle related products. We do not buy anything from anywhere.
Khush KAPZ'GURU Jabble is the business owner and SLK CC Ltd is our Limited Company, a company registered in England 0535 7348. Our VAT Number is GB850736618 and our operational address is The Willows, Cary Fitzpaine, Somerset, BA22 8JB (UK).
We are a friendly, customer-focused business - without you, we would not have a business.
Our experience has taught us that being "available" to our customers, is extremely important - so if you need any kind of help, information, product advice, gift/special requests or if you would just prefer to order your products via the telephone - simply get in touch.
You can call us on UK 0800 64 46 911 or +44 7557 911911 where we will be delighted to assist you - if we are unavailable - we usually return calls and messages within just a few minutes - our average response rate is under 8 minutes currently!
Our phone number, address and full contact details are clearly visible throughout our entire website.
Visitors to KAPZ HQ are most welcome, by appointment only please.
1 - PRIVACY & SECURITY
As part of the purchasing process we require certain personal details from you - name, address etc - we treat all of your information we gather with the utmost respect and DO NOT divulge it to any 3rd party - the information you give us is held within our online-store's secure server database system and is only used by us to process your order and to contact you from time to time with information about our products.
You can elect to have your details removed from the database at any time by contacting us firstname.lastname@example.org or in writing to our office address.
When you place an order you are automatically subscribed to our newsletters, unless you opt out by ticking the box at the checkout.
WE DO NOT HOLD, STORE, HAVE ACCESS TO, OR HAVE THE ABILITY TO VIEW YOUR PAYMENT CARD/PAYPAL DETAILS/PASSWORDS. THESE DETAILS ARE ONLY USED BY THE AUTOMATIC PAYMENT PROCESSING SYSTEMS THAT WE USE (Stripe & PayPal) THROUGH OUR OWN SSL, 100% SECURE PAYMENT GATEWAYS.
2 - PRODUCTS
ALL of our products are made by us here in Great Britain. We make everything to order, on-demand, exactly as you want us to.
We use the best quality materials, processes and techniques available to produce our products, which are in a state of constant improvement and as such, some changes to specifications/design may occur over time.
The customisation of our products is done individually, by hand - it takes skill and time to complete the perfect product - please be patient and rest assured that we are doing everything we can to get your KAPZ products out to you as soon as possible.
3 - PRODUCT GUARANTEE
All of our KAPZ products are guaranteed against any manufacturing defects for 12 months from the date of your purchase. In the unlikely event of a manufacturing issue, simply get in contact with us and we will do our very best to help you as quickly as possible. This guarantee does not include wear and tear, misuse, incorrect installation, over tightening, crash damage, riding your bike upside down, chemical damage etc.
The only exception (except scratches/incorrect installation) to the above is that all our TiTanium KAPZ products are guaranteed FOREVER! Yes you read that right, forever - no quibbled guarantee against any defect, fault in material, workmanship or etching.
4 - PRODUCT IMAGES, ARTWORK & PHOTOS
All the main images on our website, and artwork delivered to customers before production are a good likeness of the finished product that you may receive, but are CGI (computer generated images) and should be considered "for illustration purposes only". Actual products/colours may vary in real-life. Obviously we do our very best to recreate what has been drawn, wherever possible, but will we not be held responsible for slight variations of the final KAPZ product, which we may make to create the perfect product for you.
We reserve the right to use any images that feature a KAPZ product in them - whether the image has been created by us or by anyone else, including our customers photographs - unless of course you specifically request us not to. In return, you may use any images featuring KAPZ as you wish to do so, except to pass off as another brand obviously.
5 - ORDERING
You can order your products in our online shop in just a few, simple clicks - it couldn't be easier or you can call us on UK 0800 64 46 911 || +44 7557 911911 with your requirements and we will be delighted to take your order over the phone, including your secure payment.
6 - ORDER ACCEPTANCE
All orders are deemed to be "accepted" ONLY . . .
- when we have received your completed order - via our website, telephone or by e.mail
- when we have received confirmation of your payment and (in the case of PayPal) a "confirmed" delivery address
- when we have responded back to you with the "processing" e.mail that we generate
During normal business hours this process usually happens within "minutes" of receiving your order and it does not delay the process at all
We reserve the right to cancel and refund any orders that do not meet our criteria of supply.
7 - PAYMENTS
We accept various forms of payment to give our customers the widest possible choice and all payments are taken in line with the relevant secure internet trading standards -
- credit/debit cards & paypal - online, 100% secure checkout
- credit/debit card payments - via telephone - 100% secure-card-terminal during office hours
- direct bank transfer - please ask us BEFORE placing an order
We are PCI DSS compliant and have our own, valid SSL certificate - we remain vigilant at all times for your safety and security as is required by law.
8 - VAT
All of our prices include VAT at the current rate (22.10.12) of 20% for all European customers.
9 - ORDER PROCESSING & PRODUCTION
We aim to process and ship all customised orders within 5 working days of order and payment receipt. All items bought from stock, usually ship the next working day.
Production on all laser etched, engraved, bottles and full colour products take 5 working days. ENGRAVED products can take up to 20 working days to complete as they are made by hand, by skilled craftsman and take time to create and produce.
10 - ARTISTIC LICENCE
As with everything that is personalised, we will endeavour to meet your specific needs/wishes, when outlined clearly in the DESIGN NOTES section or by e.mail with each order. In all cases, our judgement should be trusted as we are cyclists and professional KAPZ artisans. We reserve the right to use our best judgement when preparing artwork and won't be held responsible for any wishes seemingly unfulfilled when manufacturing our products, where specific requirements/requests/layouts have not been clearly transmitted and agreed with us prior to production.
If you send us an image/logo/brand to reproduce on a KAPZ - you take full responsibility for the image and any copyright issues that may arise during/after its use - we act upon your instructions only.
ALL of our products, without exception, include the KAPZ logo somewhere on the design.
11 - DESIGN APPROVAL
Unless agreed with us in writing, all custom designs will be manufactured exactly as per the drawing you have approved. The visual reference is key, please understand that you are responsible for checking everything before agreeing to the design - spelling, wording, colours, logos, images, bolt/retainer colours etc.
If you have any alterations/changes you need/wish to make - they must be agreed with us in writing. In the absence of any further instructions, the approved design drawing becomes the specification for your custom product.
12 - COLOURS
Although the colours of our anodised products are consistent - sometimes there can be variations which are completely out of our control.
On our full colour products - we try our very best to recreate the colours you have asked for as accurately as possible, but some variances may occur due to the processes we employ.
Please remember that screen colours can vary greatly in the real world but that we always do our very best to create a perfect product for you.
13 - DESPATCHED EMAILS
We do not send out item-despatched emails or tracking information, BUT we do ship every order in record-time, as soon as possible - so rest easy and be completely assured that your item will be with you as soon as possible after its been ordered.
In the unlikely event of a delay - we will of course inform you.
14 - SHIPPING - POSTAGE - DELIVERY
All delivery/shipping methods we use are clearly highlighted in the "Shopping Cart" area of our website and are "signed-for" in nature - with the exception of overseas postage where you have the option of standard AirMail post or a Signed-For service.
International Customers (outside of the UK) . . . should you opt for UNTRACKED Airmail postage, please note that once despatched by us, you are totally liable should the item go missing. If your order becomes lost (after waiting 40 days during the global pandemic) we will remake the items free of charge, but you must pay for TRACKED POSTAGE to avoid any further loss and disappointment.
On all signed-for services we accept full responsibility for the package getting to you - if your package becomes lost in the post - we will replace it and resend it without extra charge, except in the cases of a failed delivery attempt or an uncollected delivery or an incorrect delivery address given to us by the customer.
PLEASE REMEMBER - we are totally responsible for getting your product to you as soon as possible BUT we are not the postal service and sometimes things go wrong. If this should happen, we will do everything we can to put it right. In over 27,000 separate transactions, only 3 items have ever gone missing and we replaced them to the complete satisfaction of our customers.
We do not send out SHIPPED emails, nor do we send out TRACKING information, due to the amount of administration this involves - we are busy making and sending out KAPZ on time.
15 - TAX & CUSTOMS
We ship KAPZ products all over the world and will always attach an "as-ordered-value" declaration for all international orders outside the EU. This is a legal requirement by customs authorities around the world and you may be liable for extra taxes upon receipt of your KAPZ (outside of the EU only).
16 - INSTALLATION
Following the correct fitting and installation instructions that have been sent to you, is vital. We will accept no responsibility or liability for any damage/injury caused to you, any part of our products or to your bicycle due to incorrectly installed KAPZ products. If you are unsure, please contact us prior to installation where we will be delighted to help.
In all cases, as we manufacture all of our KAPZ products ourselves, we recommend that a clean 4mm Allen/Hex Key is used (one without a ball-end) and the bolt must be done up NOT EVEN FINGER TIGHT FOR THE BOLT PLEASE.
Should the bolt be too long for your bicycle, simply use a sharp saw to cut the bolt down to the correct size.
If you cannot do this yourself, we will be delighted to do it for you if you send us the measurement of the bolt that you require.
A dab of grease on the bolt is also recommended too.
17 - RETURNS & REFUNDS
We want you to be absolutely delighted with the products that you purchase from us.
Due to the personalisation/customisation of the products that we sell, we cannot accept any returns under any circumstances as we make all of our products, to order, just for you.
We will obviously honour all mistakes made by KAPZ during the design and production processes.
In the event of agreeing any refund, all customers are responsible for the cost of all postage and duty - this will be deducted from any refund agreed with KAPZ. Until safe-receipt, the customer is also responsible for ensuring that all returning packages are insured to cover the retail cost of the products that they are returning, should they go missing during transit - we suggest either Royal Mail Recorded Delivery or Tracked postage.
In the unlikely event of an issue, please contact us so that we can sort it out as quickly and as painlessly as possible - we do not want any unhappy customers.
18 - GIFT VOUCHERS
Gift Vouchers are sold on the basis of the value that has been bought - you can top up the value for a more expensive product, but we do not offer refunds for less money spent during the redemption process.
No refunds are available on Gift Voucher purchases under any circumstances.
All Gift Vouchers remain valid for a period of 12 months from the date of purchase and are delivered electronically within 24 hours of receiving your order.
19 - PACKAGING & RECYCLING
All KAPZ products are safely and securely packaged to ensure that they do not get damaged whilst in transit.
KAPZ packaging is now 100% sustainable - we do not produce or use any petrochemical based single-use plastic in our packaging. We use recycled paper envelopes and bio-degradable films to hold your KAPZ products safe during transit.
Where possible, on large orders, we reuse some of the packaging we have been sent during the manufacturing process. It might not be pretty, but it's safe and it's as green as we possibly can be.
20 - COMPLAINTS
If you have an issue or a complaint, please let us know as soon as possible.
We don't like customers to have any complaints about our products or our company and we don't like the thought of any unhappy customers al all - so if you have an issue, please just talk to us and we promise we will do everything we can to help resolve any issues you may have.
21 - PRIVACY, SECURITY, DATA PROTECTION & COOKIES
Here at KAPZ we are committed to protecting and respecting the privacy of all our customers (and visitors) and the information we gather during the purchasing process.
The information we collect from customers when making a purchase from our store is used for billing and administration purposes only and will be kept entirely confidential and NEVER given to any third party. Any contact information collected will expressly be contact details and payment information (no credit or debit card information is held by us). We guarantee that none of this information will be passed onto third parties and we are registered, as required by UK Law, with the ICO (Information Commissioners Office - www.ico.org.uk) where we hold an up to date certification of our compliance - SLK CC LTD ZA262019.
By agreeing to our Terms of Business during the checkout process, you agree to give us your basic customer details to store on our secure systems. In 2019 the new GDPR laws come in to play, where your consent is of utmost importance. We will only use your data so that we can do our job, fulfil your order and contact you from time to time about our business - KAPZ - nothing else.
Both of our online payment processors are also fully PCI compliant and certified secure.
For the purposes of analysing web traffic and to improve the site in general we may store information regarding visitor’s ISP domain, the time accessed and the pages visited.
COOKIES SET BY KAPZ - cookies are small files placed on your web-enabled device while browsing the internet which aim to improve your browsing experience. For example:
Information you’ve already used can be remembered so you don’t have to enter it again the next time you visit.
Similarly, your login details such as username and password can be temporarily saved so you don’t have to enter them each time you visit.
They can also measure site traffic to help us make the service we provide even better.
For more information on these small files, you can read more on the Direct Gov website by following this link: Internet browser cookies - what they are and how to manage them.
There are no cookies collected by third parties on this website.
22 - CHARITIES/CAUSES/SPONSORSHIP
Throughout the year, we continue to offer support to a number of charities and causes, where possible, we like to help our customers efforts in this regard. If you have an idea that you would like to run past us, please email it over and we promise to get back to you as soon as we possibly can.
KAPZ is also proud to sponsor a number of riders around the world too - we do this as we have a passion for cycling and love to see the benefits of cycling being promoted as much as possible.
As well as charities/causes/sponsorships for our clients/followers and fans, we too have our own passions, one of which is our two donkeys - Little Lad and George - www.dnkys.com - we have been their full time foster parents since July 2015. They live with us here at KAPZ HQ and they are the biggest part of our little family.
Both of these guys are rescue donkeys from The Donkey Sanctuary and we love doing everything we can to help promote the amazing work that they do around the world, in our own little way.
Suffice to say, we are Cycling Crazy & Donkey Bonkers!!!
We look forward to being of service to you!