Novuna Finance
Novuna Finance
Power2Cycle is proud to offer retail finance through Novuna Personal Finance, provided by Mitsubishi HC Capital UK PLC. Finance is available on selected products and subject to status. Minimum spend applies. Please note that not all finance products provided by Novuna are regulated by the Financial Conduct Authority.
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Complaints Procedure
At Power2Cycle, we care deeply about customer satisfaction and aim to provide the highest level of service at all times. If something isn’t right, we want to know and resolve it swiftly.
Step 1 – Contact Us
If you have a complaint regarding a product, service, or finance arrangement, please contact our customer service team:
📞 Phone: (+44) 01603 985015
📧 Email: sales@power2cycle.co.uk
🏢 Address:
PFK Ling Ltd T/A POWER2CYCLE
Unit 1, White Lodge Business Park,
Hall Road, Norwich, NR4 6DG.
Please include your order number, any relevant details, and supporting evidence (e.g. photographs or screenshots) to help us assess your complaint.
Step 2 – Investigation & Response
We aim to respond to all complaints within 14 days of receipt. Our team will thoroughly investigate and get back to you with a resolution or next steps.
Step 3 – Further Action
If you are not satisfied with our response, you may refer your complaint to the Financial Ombudsman Service for further assistance.
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Vulnerable Customer Policy
We recognise that some customers may be in vulnerable circumstances due to age, health, disability, financial hardship, or personal situation. Our Vulnerable Customer Policy outlines our commitment to:
• Identifying and understanding customer vulnerability
• Providing appropriate support and communication
• Training our staff to respond empathetically and effectively
You can view our full Vulnerable Customer Policy here.
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Returns & Finance Adjustments
Order Cancellations or Returns with Finance
If you cancel or return an order placed using Novuna Finance, once we have processed and accepted the cancellation or return, Novuna Personal Finance will update your agreement and make any necessary balance adjustments. If you need assistance with this, please contact us and we’ll guide you through the process.
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14-Day Returns – Consumer Contracts Regulations 2014
You have the right to cancel your order within 14 days of receiving it, for any reason.
To exercise this right:
• Contact us within 14 days of delivery by phone, email or in writing.
• Return the item(s) in original condition and packaging.
• Return postage costs are your responsibility.
Once we receive the item(s), a refund will be issued within 14 days.
Exclusions:
• Customised or personalised items
• Helmets (for safety and hygiene reasons)
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30-Day Returns – Consumer Rights Act 2015
You are entitled to return an item within 30 days if it is faulty, not as described, or does not perform as expected.
If you believe your item is faulty:
1. Contact us promptly with details.
2. We’ll arrange for return/inspection.
3. If confirmed faulty, we will offer:
• A replacement
• A repair
• Or a full refund
Refunds will be processed within 14 days once agreed.
Note: This does not cover faults caused by misuse, neglect or accidental damage.
Need Help?
If you have any questions about finance, returns, or our policies, don’t hesitate to reach out. We’re here to help you before, during, and after your purchase.