online shopping

Product Information
We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the product on delivery.

All sizes and measurements are approximate, however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK sizes. Please refer to the size guide for clarification.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders and withdraw from sale any items where our product information has been published incorrectly, including prices and promotions.

Prices are subject to change without notice. Prices are inclusive of VAT (where applicable).

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

We continually update our online store. From time to time our retail store may run special local promotions (which may not be available on our web-site) or we may offer special discounts online that are not available in the retail store.

Online Orders

When you place an order on our website we shall email you an acknowledgement. Our acceptance of an order does not take place until we have successfully processed all items and are ready for dispatch, at which you will be emailed a confirmation that your item(s) has been dispatched along with a tracking number.

Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button.

Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.

We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:

The product ordered being unavailable from stock
Our inability to obtain authorisation of payment
The identification of an error within the product information, including price or promotion.

If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time.

We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations. If the item has been dispatched simply return the goods to us for a full refund.

Returning your purchase by post
All returns must be sent signed for and insured for the full value of the goods. Goods must be returned in their original unused / unworn condition complete with all tags, literature and packaging.

It is your responsibility to ensure that the goods reach us safely.  You are liable for the cost of returning any item to us.

To return your purchase by post please notify the returns department by email or by telephone on +44 (0) 1482 223030 stating whether you would like a refund, exchange or have a warranty issue. Please provide us with details of why you wish to return your purchase, as your input is invaluable to us when reviewing the products we stock.

We are only able to process your return once we recieve the item(s) back at the address below.  We recommend you insure the goods whilst in transit.

Send your goods securely packaged by a recorded delivery method, including a copy of your receipt and a returns note to:

  • Returns Department
  • Rockcity
  • Hawthorn Ave
  • Hull
  • HU3 5JX

Returning your purchase to our store
We also offer the option of returning your mail order purchase to our store. Simply take your purchase and original receipt into our store in Hull. Staff will issue a refund on the spot, or you can browse our store and exchange your purchase for an alternative product.

As with postal returns, store returns must be made within 7 days, refunds will be processed using the original payment method, and the goods must be returned in original packaging with all warranty cards, manuals and accessories.

Potential Warranty Claims
If you feel your goods are faulty, please contact our Returns Department by email with your proof of purchase, an explanation of the problem and photos to support your claim within 7 days of receiving your item.

If you do not have a returns number this may delay the warranty inspection & possible warranty claim on your goods.

Upon receiving your email we will then decide usually within 48 hours if we require the goods to be returned to us.  Once we have recieved your goods we will carry out a warranty inspection and contact you usually within anohter 48 hours. We will notify you of one of the three following outcomes.

  • Its faulty – We will replace, refund or repair it*.
  • Its not faulty – It has been misused or the damage is fair wear and tear.
  • It needs further investigation – We are sending it to the manufacturer for an expert opinion. This may take up to 28 days, especially if we have to send it overseas.

*If the fault is only minor and can easily be put right, we may choose to repair the item.

A repair will be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore it to a satisfactory condition.

If the item cannot be replaced or repaired economically and we or the manufacturer have the item in stock we will try to replace your faulty item. If it is out of stock we will refund you. In some cases we may make a reduction from the price you paid to allow for the use you have had from the item before the fault occurred.

Proof of purchase is also required with all potential warranty claims. Our policy does not affect your statutory rights. Full details of which can be obtained fromwww.consumerdirect.gov.uk or your nearest Trading Standards Department or Citizen’s Advice Bureau.

In the event of a false warranty claim we will charge for all shipping incurred to and from us to the manufacturer, our time in inspecting and processing your claim.

Please note that in our experience, snapped boards, buckled wheel rims and worn or seized bearings/moving parts are not likely to be a genuine warranty claim.

Contact Us
If your query relates to an order or feedback regarding this site then telephone us between 10am and 6pm (GMT/BST) week days, or between 10am and 6pm on Saturdays (excluding UK bank holidays):

UK customers: 01482 223030
Overseas customers: +44 1482 223030

Alternatively email us at info@rockcity.com

General
For further details regarding the use of data supplied by you, please see our Privacy Statement. We shall not be liable to any person for any loss or damage, which may arise from the use of any of the information contained in any of the materials on this website.

All rights, including copyright, in this website are owned by or licensed to WeLoveMountains.com. Any use of the site or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the written permission of rockcity.com

We have taken every care in the preparation of the content of this website. To the extent permitted by applicable law, and save as otherwise specified by us, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website.

These exclusions of liability shall not apply to any damages arising from death or personal injury caused by our negligence.

Times quoted in these terms and conditions are Greenwich Mean Time or British Summer Time (as applicable).

These terms and conditions shall be governed by and construed in accordance with English Law and it is agreed that the English courts shall have exclusive jurisdiction in the event of a dispute. If any terms shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severed and shall not affect the validity and enforceability of the remaining provisions.

  • Rockcity
  • Hawthorn Avenue
  • Hull
  • HU3 5JX
  • +44 (0) 1482 223030