Completes & Parts

6 month manufacturers warranty. Covers unexpected failure/defect of all parts/components that may not be attributed to fair wear & tear or crash damage outside that considered normal use. The claimant must be the original owner/purchaser produce a receipt to prove the date of purchase. The parts/components must be free from modification including shot blasting and or painting/powder coating where this may be attributed to the failure. Please note it is the buyers responsibility to return the goods for inspection prior to any warranty being agreed. If the buyer is outside of the UK, they must also pay for any supplied warranty part to be delivered to them.

Please note 'Raw' finished frames forks etc will be subject to corrosion at a faster rate than painted bikes. This is simply because there is no rust protection applied to give the parts the 'raw look' i.e. where you can see the blueing of the tubes as a result of welding. Therefore, we cannot offer warranty on the basis of corrosion. It is advised to minimise the potential for corrosion, that the bikes/parts are kept away from water and stored inside.

Examples of items not covered by your warranty:
• Buckled wheels
• Worn tyres
• Worn/Broken chains (unless clearly a manufacturing defect)
• Worn Sprockets
• Worn bearings or hub internals
• Bent forks / frame / bars / axles / cranks / pedals

Examples of items that are covered where it is clear there has been no abuse or misuse (note: you will need to supply photos of both sides of your bike & then may further be asked to return the failed component):
• Cracked or broken frames
• Cracked or broken forks
• Cracked or broken bars
• Cracked or broken hubs
• Internal axle failure BB/wheels
• Cracked or broken cranks
• Visible manufacturing defects to any part or component (should be reported as soon as noticed).

Please note that paint damage caused by rough handling by couriers during air freight outside of the EU will not be covered by our warranty.
You are expected to keep your bike in serviceable condition. Any failure attributed to incorrect or lack of maintenance will be easily detected by our engineers & in most cases rejected.

When you make a claim, you will be expected to provide photographic evidence of your complete bike (photos of both sides even if it is a single small component failure) including close up shots of the failed component(s). In most instances you will then be required to send the failed part/component back to our head office for inspection at your own cost.

Warranty Returns Address
Rocker Returns
Unit 3
Petersfield Business Park
Bedford Road
Petersfield
Hants
GU32 3QA
UK

Delivery

Please note, your delivery address is taken from your Paypal payment. Due to the very high demand for our products you may often see that we are out of stock & that you can only pre order. For pre orders please look carefully at the expected ‘in stock’ date for the product you are interested in before buying. Please note, this date can & does often change based on many circumstances out of our control.
We will dispatch your goods asap. However, please be aware that demand for Rocker BMX products is extremely high and therefore at times there may be a delay of up to 3 days to dispatch your goods. In general we dispatch with 24 hours of receiving you order (Mon-Fri only, we do not process nor deliver orders at the weekend)
We have a team of 10 dedicated staff in our warehouse who will make sure your item leaves us as quickly as possible. If in 4 working days your item has not arrived, please call us to check it’s status. If we know of any problem we will usually email you. If you are from outside of the UK, select one of our other shipping methods when paying.
As soon as your goods are collected by the courier, you will receive an email with your delivery details, a tracking number & with which courier they will be delivered. Some smaller items will be sent via post & you will receive no tracking information. Please note, orders sent via DPD are booked on the system before they have been scanned or collected from us by DPD e.g. just because you have received an email with a tracking number, it does not necessarily mean your order has been collected. Therefore before taking time off work, PLEASE check you tracking number online. Unless it states 'out for delivery' it is HIGHLY unlikely your goods will be delivered on that day.
We are not responsible for you waiting in, nor for taking time off work to receive your order. You do this at your own discretion with the information available to you, from the courier company.
Please allow 3 workings days before contacting us for a tracking number, but PLEASE be sure to check your junk/spam folder in case an email has been flagged by your email software & mis-routed as spam.

Local Taxes

If you live outside of the EU you may be liable to local taxes, i.e. import duty and the relevant charges levied by the courier, which may include an admin fee. Please contact your local customs department for clarification. We cannot be held liable for any additional charges you may have to pay when the product is in your country.

Cancellation of pre-orders

Please note: When you place a pre order, we manufacture your bike specifically to that order. This means that part of your payment is a £15 non-refundable deposit. If you decide to cancel your pre order, we will refund your payment, however we will keep the £15 deposit to help cover the costs of administration & re-sale of your order to another customer. This only apples to pre-orders and not to orders where an item is in stock. If you cancel an order for a stock item, we will refund you in full.

Pre-order delivery dates

Pre-order delivery dates may be subject to change as a result of factors outside our control, such as delays in manufacture or shipping delays caused by re-routing of ships or storms. Therefore if you place a pre order, you accept that there may be delays to the estimated delivery date shown at time of purchase.
If you are ordering for a Christmas or birthday present then you accept that it is not our responsibility to deliver your product by that date. Pre order delivery dates are only a guide and we cannot control the final delivery date.
If there is a change to a pre order delivery date we will do our utmost to keep you informed.

Change of delivery address

If you wish to change your delivery address from the one provided on your Paypal email account, or the one provided with your card payment, there will be a one-off admin fee of £15 which can only be paid via Paypal to: This email address is being protected from spambots. You need JavaScript enabled to view it.
We have to charge this as we carry out checks to verify your new delivery address for security reasons.

Payment

We only accept payment via Paypal although foreign trade orders may be accepted via bank transfer

Returns

We accept returns for up to 14 days should you decide you do not want your item & it must be returned unopened, fitted or used in any original packaging. Postage is non refundable unless we have made a mistake in sending you the incorrect item. We must be informed of damaged items immediately. If there is damage to any returned parts in return transit, you may be liable, so please ensure you package it well & send it back recorded delivery. If you have ordered your part in error, you will be liable to a re-stocking fee of 25% to cover our overheads.

Before attempting to send anything back, please complete & submit the following online returns form, found here. Once we have received & reviewed your request we will email you with details on how to proceed.