FAQ

Frequently Asked Questions.

Terms and Conditions

When you place any order you are accepting these terms and conditions.
MUD Cycles™ reserves the right to change these Terms and Conditions at any time. When you accept an order placed through this website, a commercial purchase and sale agreement will be executed at a distance and outside the commercial establishment, between the consumer and MUD Cycles™, according to the Decree of Law no. 24/2014, of 14 February.

MUD Cycles, Unipessoal Lda.
Rua Dr. Zagalo dos Santos, 17
3880-211 Ovar, Portugal.

NIF: 514 728 230

Comercial politics
These e-commerce services are available to end users only.
The Consumer shall provide the Seller with an e-mail address, and the data relating to another form of contact, that is correct and complete. You also agree that the Seller may contact you using such data if necessary.

Right not to accept the order or cancel the purchase
MUD Cycles™ reserves the right to cancel the purchase or not accept the order if:
– The product is no longer available (you will get a total refund of your money);
– The billing information is not correct;
– The order is suspicious or susceptible to fraud;
– The transfer for payment of the order has not been received within a period of 3 days after acceptance of your order;
– You are under 16 years old;
– We consider that you are a reseller;
– There is any type of error in the price quotation;
– Delivery is not possible to the address provided.

All orders submitted are subject to acceptance by MUD Cycles™.

Order security and data protection
MUD Cycles™ respects the privacy of users accessing and using this website.
Your payment information will be encrypted from the moment you enter it, and will not be stored on a public server, however, the security of the information transmitted over the Internet or via email can not be guaranteed.

Property reservation
All products are property of MUD Cycles™ until the consumer has paid the full amount owed in respect of any contract, including the payment of costs associated with the delivery of the products. You may not sell, dispose of or charge any product before transferring the entire ownership of the product to you.

Prices and payments
All prices were added VAT at the applicable legal rate when applicable and assuming that the buyer is the final consumer.
Any additional charge for reasons of customs clearance is the sole responsibility of the customer.

The prices presented on this website are subject to change. MUD Cycles™ reserves the right to change prices without prior notice. The prices displayed at the time of purchase are the prices applied to the same purchase. The site is updated with the utmost attention, however, in the event of any error in prices, MUD Cycles™ does not undertake the offer and reserves the right to cancel your order.

Products – quality and warranty
MUD Cycles™ sells exclusive, high quality, copyrighted products and is a registered trademark.
The products for sale on this website may not exactly match the displayed image and colours, especially due to the internet browser and monitor used. MUD Cycles™ shall not be liable for any damage resulting from improper handling of the products.

MUD Cycles™ products are made of natural materials which are subject to change. Although our creations are manufactured with the utmost care, they may present some minor blemishes, marks and changes in texture or color. These irregularities are normal and are inherent of the natural qualities of organic materials.

Cancellation of the order
The customer can cancel the order, as long as it has not yet been sent.

Return of offers
It is not possible for a person who has received a product as a gift from another person to return it. In this case, you must contact the person who bought the gift so that they can return it.

Website Content
All content on this website is the property of MUD Cycles™. Information, text, graphics, movies, music, and / or other services may contain errors or be incomplete or inaccurate. MUD Cycles™ is not responsible for any damages resulting from the use of the site, including damages caused by viruses or any inaccuracy or imperfection of the information.

Applicable law
The present general conditions and all emerging litigations that are related to these general conditions, including their validity, the use of the site or any purchase made must be governed by the Portuguese Law, according to the Decree of Law nº 24/2014, Of 14 February.

Do you make custom items?

Since our items are all manufactured, their production is limited. In order to answer all requests and keep the waiting times low, we cannot accept custom orders.

Can I cancel or make changes to my order?

As your purchase will be prepared quickly for dispatch, please contact us as soon as possible in order to make changes or cancel an order.

What are the free shipping exceptions?

Free shipping is available on most orders over 65€ but due to dimensions and weight, free shipping is not available to the United States and Canada on the following items: wood bikes, floor lamps and bar stools.

What countries do you ship to?

Portugal, Spain, Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Estonia, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Romania, Slovakia, Slovenia, United Kingdom, USA.

There's no shipping option available to my country, what can I do?

If in any case your country doesn’t show up or there’s no shipping option available, please just contact us and we will be happy to assist you.

Shipping rate to my country is to high. Is there any other way?

Although we always try to get the lowest rates, shipping bigger items outside the EU can be expensive. If you’re outside the EU contact us and we’ll give you a specific quote to your case.

How long will it take for my order to arrive after I make payment?

If all items are in stock, it can take from 2 to 7 business days. This estimated transit time may change depending on the final location of the country of destination. Customs inspections, natural accidents (earthquakes, fog, snow, storms, etc.), war, strikes, governmental decisions, etc. can also change the estimated transit time. MUD Store or MUD Cycles cannot be held responsible for this situations.

What happens if my order gets damaged or lost?

Although they are rare, we take this situations very seriously. In either case contact us as soon as possible and if the item arrives damaged please send us some detailed pictures of the box and the item(s). We apologize for any inconvenience this may have caused and will do everything we can to remedy the situation as soon as possible.

How do you ship my orders?

Your orders are always packed with extreme care to ensure they arrive in perfect conditions. In order to be quick and guarantee the best shipping rates, we work with several delivery companies.

What are the available payment methods?
  • PayPal
  • Credit Card through PayPal
  • Bank Transfer
  • Multibanco*
  • MB Way*

We do not accept cash on delivery or installments as payment.

* Coming soon. Portugal only.

Will I need to pay taxes and duties?

Duties and taxes are different in every country and many factors play a role in determining if they need to be paid. Orders shipped to countries outside of the European Union may be subject to import taxes and customs duties levied by the destination country. Customs policies vary widely from country to country and we recommend contacting your local customs office for further information. Any additional charge for reasons of customs clearance is the sole responsibility of the customer.

Will my personal details stay safe?

We keep your personal data private and confidential and use it only for processing orders and billing. MUD Cycles™ may send occasional emails with news and promotions to the newsletter subscribers only.

Why the wood bicycles are not available for online purchase?

If you want to purchase one of our wood bicycles and you’re outside of the European Union, United States or Canada, please contact us. Since it is a very large item, the shipping costs must be calculated on a individual basis in order to get the best rate as possible.

What is your returns policy?

If your purchase isn’t quite right, you can return it for a refund within 14 days since the delivery date. We recommend that your item is sent back within 7 days of receipt to ensure it will be returned to the original location in time.

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.

  • Items must be returned with the original boxes and dust bags, when provided, and placed inside a protective outer box for shipping.

  • We will refund 100% of the return shipping costs when the shipping method is the same in which the item was sent to you.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

How do I package my item for return?

Ensure that everything is well packed and protected, we cannot accept returned items that are damaged due to bad packaging.

Will shipping and duties be refunded on return?

Any taxes and duties you may have paid are not covered by the refund policy. The original shipping costs will be fully refunded.

Alternative Dispute Resolution Entities

The Alternative Dispute Resolution covers the mediation, conciliation and arbitration of consumer disputes in Portugal.

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Faculdade de Direito da Universidade de Lisboa
Campus de Campolide
1088-032 Lisboa

Tel: 213 847 484
E-mail: cniacc@fd.unl.pt
www.arbitragemdeconsumo.org

For more information: www.consumidor.pt

Lei n.º 144/2015 de 8 de setembro

Still need help?

For any other questions, please write us.

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