Our terms

1. These terms
1.1 Welcome to the WAU Bikes website.   Our website can be found at www.waubike.com ( our Website ).
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1.2 What these terms cover. These are the terms and conditions which apply when you create an account with us and when we supply products to you.

1.3 Why you should read them. Please read these terms carefully before you submit your order to us via our Website . These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.

1.4 Are you a business customer or a consumer? In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:

• You are an individual.
• You are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).

These terms apply to consumers and purchasers who buy our products for use in connection with a trade, business craft or profession.  Please see the terms which specifically apply to what we call “Commercial Users.

1.5 Use of our Website .    By using  our Website , creating an account, or submitting an order for products from us you are agreeing to these terms and you confirm as follows:

• You are over the age of 18;
• You have read, understand and agree to these terms; and
• You have authority to enter into these terms.

In addition, please also note that additional terms apply to the use of  our Website. These include our terms of use which can be found at https://www.waubike.com/pages/privacy-cookies , our returns policy which can be found at: https://www.waubike.com/pages/delivery-returns  and our data protection, privacy and cookies policy which can be found at:https://www.waubike.com/pages/privacy-cookies

If you do not wish to be bound by these terms and the above policies, please navigate away from  our Website  and you may not create an account and/or order products from us.


2. Information about us and how to contact us

2.1 Who we are. We are Wau Motors Limited (company number: 11129190), trading as WAU Bike.  Our registered office is at WAU, Cakemore Road, Rowley Regis, B65 0QW.  Our VAT registration number is GB 337 472 683. 

2.2 How to contact us. You can contact us by telephoning our customer service team at 0115 648 1882 or by writing to us at the address set out above. To contact us e-mail hello@waubike.com

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order or as specified on your account.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.


3. Our contract with you and creating an account with us

3.1 Creating an account and guest check out. When placing an order with us for the first time, you can either create an account or check out as a guest.  If you create an account with us, you can use it in future to order parts and other products.  You will need to provide your name, address and contact information/preferences.  Any information you provide to us will be dealt with in accordance with our data protection, privacy and cookies policy which can be found at https://www.waubike.com/pages/privacy-cookies/.

3.2 Account passwords and security. At the time of creating your account, you will be asked to enter a password.  Please keep your password and account information secure and do not share it with anyone.  If you suspect that your account has been compromised in any way, please contact us on accounts@waubike.com.  You are responsible for ensuring that your account information is accurate and up to date.  You agree to only register an account for yourself and not for someone else and you confirm that by creating an account you have authority to do so. 

3.3 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.4 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because there is a problem with your payment details because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

3.5 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.6 The territories in which we sell our products. Whilst our Website is designed mainly for the for the promotion and sale of our products in the UK, we may at our discretion accept orders for products outside of the UK, subject to additional shipping charges and you being responsible for any custom import and duties, taxes, charges and levies.


4. Our products

4.1 Products may vary slightly from their pictures. The images of the products on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our Website. 

4.3.Product and components may vary.  Due to ongoing global supply chain disruption and severe lithium ion shortage worldwide, components advertised on our Website may slightly vary depending on stock availability. This includes, but not limit to lithium ion battery pack capacity. 

4.4 Making sure your measurements and any other requirements you have are accurate. If you have specific requirements for a product you are responsible for ensuring that that the dimensions/ measurements and product type and style are suitable for your requirements.

4.5 The purpose for which you are purchasing your bike. If you need to let us know whether you are a consumer or a Commercial User at the time you place your order.  This will affect your rights and the warranty we offer. 

4.6 Other important points to note about our bikes:-

• It is for you to decide which bike is suitable for you needs. We do not give any assurances or guarantees that any bike will be suitable for a specific purpose other than that for which it was designed.  Our hybrid bikes for suitable for properly maintained roadways. They are not for example suitable for stunts or off road riding.
  
  
• They need a period of “bedding in.” This means it is normal for our bikes to have squeaks, rattles or creaks for a short period of time which is usually around 1000 miles where the bike has been used on suitably maintained roads.
  
  
• It is important that you regularly clean and maintain your bike and check it regularly to ensure it is safe to use.
  
  
• Please ensure you check brake pads regularly and change as appropriate.
  
  
• Our bikes are not designed to be customised or adapted by you and we will have no responsibility if you make any adaptions or customise them in any way.
  
  
• It is your responsibility to ensure you are familiar with the laws regarding the use of electric bikes, including but not limited to the use of a throttle and speed de-restrictions used on the public roads.
  
  
• Throttle and de-restricting the speed limit can be used on private roads only. It is illegal to use on public roads. Customer may opt in for upgrades (throttle and colour display for speed de-restriction) to give them the functionality and use at their own risk. If we make adaptions or modifications to one of our bikes on your  behalf, such adaptions and modifications will be regarded as bespoke and you will therefore lose your right to change your mind (see clause 10.2 (b)).    
  
  
• It is up to the customer know and understand of local ebike laws, we are not responsible for any issue arise from customer using throttle and de-restricting the speed limit to go on public roads.
  
  
• Current eBike law states ebikes cannot go over 15.5mph. Our standard WAU bike is restricted to 15.5mph and will have no throttle. We can offer upgrades which customer can opt in for to override the 15.5mph speed and use a throttle but they will do so as their own risk.
  
  
• Any orders with upgraded accessories will replace the standard accessories of the order. Upgraded accessories purchased does not act as an add on.

Please also refer to our warranty for further details.

5. Your rights to make changes
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.


6. Our rights to make changes

6.1 Minor changes to the products. We may change any product:

7. Paying for your products

7.1 Prices of our products. The prices of our products are displayed on order page when you place your order on our Website .  The prices stated include VAT and where postage and shipping costs are extra, these will also be displayed.

7.2 Promotions and discounts. Where we offer promotions or discounts on our Website, you are only permitted to use one discount or promotion with each order.  If you try to order products separately with the intention of taking advantage of multiple discounts/ promotions we reserve the right to end our contract with you and refund you the monies you have paid. 

7.3 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

7.4 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

If we accept and process your order where the price is wrong and we have made an honest mistake and the error should have been noticed by you, if you don’t want to go ahead with the order at the correct price we will refund the monies you have paid as soon as possible but normally within 7 working days. 

7.5 When you will be expected to pay and methods of payment. You will be asked to pay for your products and for your payment information when you place an order with us on our Website .  There may be additional verification steps/ stages to complete your  order with us as advised by us on our Website  from time to time.  We accept the following methods of payment: American express, Google Pay, apple Pay, Klarna, Mastercard, Visa, PayPal, Splitit, Maestro. If you have an account with us, you may have chosen to save your payment information.  It is your responsibility to ensure that your payment information is accurate and up to date.  In addition, you may be offered other options to pay via Klarna Bank AB (publ), Sveavagen 46, 111 34 Stockholm, Sweden.  Klarna’s offers will be subject to their terms and conditions and privacy policies which can be found at  https://www.waubike.com/pages/pay-monthly-with-klarna . 

Please note that WAU Motors Ltd is authorised and regulated by the Financial Conduct Authority (FCA FRN 922591) and acts as a credit intermediary and not a lender, offering credit products provided by a limited number of finance providers, including Klarna Bank AB (publ). Finance is only available to permanent UK residents aged 18+, subject to status, terms and conditions apply.

Late or missing repayments may have serious consequences for you and cause you serious money problems.

Your credit rating may be affected which will make it more difficult or more expensive for you to obtain credit in the future.


8. Providing the products

8.1 Delivery costs. The costs of delivery will be as displayed on our Website at the time you place your order.

8.2 When we will provide the products. During the order process we will let you know when we will provide the product(s) to you. Where we specify a delivery date during the order process, this is approximate only.  If no delivery date is specified we will aim to deliver we will aim to deliver your products to you within 30 days from the date of order.  We will contact you with an estimated delivery date either at the time we accept your order or shortly afterwards.  If you have placed an order for multiple products, we may at our discretion deliver them to you instalments. 

8.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

8.4 Delivery information and what will happen if you do not give the required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our Website .  You are responsible for ensuring that you provide the correct information so that we can deliver the products to you.  We will contact you in writing or by phone to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract and issue you with a full refund, provided the products are not bespoke and they have not been shipped; or, if the products have already been shipped we may charge you the costs of returning the products, the original shipping costs and you may also be liable to pay to us any additional sums we have or may incur for any extra work, for example the costs of assembly, import duties, levies and charges, and/or any administrative costs.

We will not be responsible for supplying the products late or not supplying any part of them, if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

8.5 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery. We currently use TNT as our courier and delivery will be attempted 3 times and return to sender. If you do not accept within the delivery timeframe, we are not responsible for the cost for reshipping to product out to you, such costs will be borne by you.   In addition, please note that you are responsible for ensuring that the delivery address/ details you have provided are correct.

8.6 If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and pay to us any direct costs we have incurred as a result of you not fulfilling your obligations.

8.7 When you become responsible for the products. The products will be your responsibility from the time we deliver the products to the address you gave us. 

8.8 We may suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us all outstanding amounts in full. We will contact you to tell you we are suspending supply of the products.

8.9 When you own the products. You will own a product once we have received payment in full.

8.10 Inspecting the products. Please inspect the products upon receipt.  If you think that there is a problem with the products or you have a query, please contact us within 72 hours at hello@waubike.com.   


9. Types of products

9.1 Range and availability of stock. We offer a range of bikes, parts and accessories on  our Website.  We will try and notify you in advance as to whether your chosen product is in stock before you place your order but this is not always possible.  If we have taken payment from you and then we are unable to supply your products, we will let you know and give you a refund. If there is a delay in providing you with your products due to them being out of stock, we will let you know as soon as possible when your order is dispatched or tell you about any ongoing delays and give you the option to wait until your products come into stock or opt in for a refund. We aim to process refunds in 5 working days.  

9.2 Pre ordering. We often work in pre-order basis, which means often when you order is placed your bike it will not be in stock.   Before you place your order, you will be informed of the expected delivery timeline.  If you still wish to go ahead with your order, we will accept it on condition that you agree to wait for the time period we have specified until your bike is ready.  Please note however that this does not affect your statutory rights (please see clause 10.1 below).


10 Cancelling your order, returns and changing your mind

10.1 Summary: Your rights to end the contract will depend on what you have purchased, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

a) If what you have bought is faulty or mis-described (excluding cosmetic damages) you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back).

b) If your bike arrives with minor cosmetic marks which has happened in transit, you need to tell us within 72 hours of receipt. We will discuss with you whether you want to keep your bike or whether you would like to return it. 


10.2 Cancelling your order and changing your mind.

a) If you wish to cancel your order, please let us know as soon as possible on hello@waubike.com    If you order has not been processed and despatched we will let you know via email and refund you the cost of the products and any shipping costs you have paid.   

b) If your products have been despatched, you have the right to change your mind and return the products to us within fourteen days after the day you (or someone you nominate) receives the products, provided you have bought the products either on our Website or on the phone. This is known as the “cooling off period.”  Any products must be returned to us unused and in the condition they were supplied and without modifications and/or adaptions.  You will have to pay the cost of returning the products to us.  Please note that if you are a Commercial User, you are not entitled to a cooling off period.

10.3 How to tell us about problems. If you have any questions or complaints about the products, please contact us. You can contact our customer service team on hello@waubike.com or write: WAU, Cakemore Road, Rowley Regis, B65 0QW

10.4  Faulty defective or misdescribed products. Obviously, we hope that this will not apply but if the products are faulty, defective or in some way or misdescribed, you can return them to us within certain periods of time and you may be entitled to a refund.  Please see below for further details on returns.

10.5 Full details of our returns policy can be found at: https://www.waubike.com/pages/delivery-returns.  Our returns policy explains in more detail when and how you can return products to us.  Please note that our returns policy does not affect your statutory rights.


11 How to end the contract with us, including change of mind returns:

11.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

a) Phone or email. We do not offer phone support, please email us at hello@waubike.com provide your name, home address, details of the order and, where available, your phone number and email address.

b) Returning products to us. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return the products to us.

11.2 We can arrange a collection via our courier, the shipping cost for return is dependent on the reason for ending the contract with us. Where you have changed your mind (if you have the right to do so as a consumer), you will be responsible for covering costs of return.

Where you have exercised your right to change your mind as a consumer, you must return the products (or allow us to collect them by prior agreement) within 14 days of telling us you wish to end the contract.

11.3 When we will pay the costs of return or collection. We will pay the costs of return collection:

In all other circumstances, (including where you are exercising your right to change your mind) you must pay the costs of return or collection. Please note that this includes the cost of providing suitable secure packaging if you no longer have the original box. If you require a replacement box please email us at hello@waubike.com

11.4 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

11.5 Deductions from refunds. If you are a consumer and you exercise the right to change your mind, we may deduct delivery costs and any other costs associated with the return of the bike or other products.

Please see our Returns Policy for more information.  The bike must be returned in an unused condition.  In other words, the condition they were supplied to you in.

11.6 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

11.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us.


12. Our rights to end the contract

12.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if: